Van Line Direct was an easy site to use & complete an application form for van insurance. I received a couple of confirmation calls & the agent was polite & efficient. The quotes were competitive &... See more
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Quickly sorted a change of policy because my age required it. Factored in mileage and found something cheaper. Overcame all the difficulties the payment system presented. Young woman sorted and... See more
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Did the job in the end, the only bad was the internet kept going down when on calls so I had to keep calling back.
Company replied
Overall all very happy with the service provided. The team were quick and efficient to get the policy over the line. I spoke to Billy Simmonds who handled the process very professionally. Thank you
Company replied
Company details
Written by the company
Time is money - save both with Insurance LineDirect. Want to save time and money on your van insurance? Well that’s exactly our aim here at Insurance LineDirect. With a large panel of top UK van insurers to choose from and a UK based team of dedicated insurance advisors to search for the most competitive rates, we can make buying your van insurance a quick and hassle free process.
Contact info
United Kingdom
- vanlinedirect.co.uk
4.1
Great
12K reviews
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Frankie was a great help made it a…
Frankie was a great help made it a pleasure to get set up
12 February 2026
Reply from Van LineDirect
Dear David,
Thank you very much for your lovely feedback.
We are delighted to hear that Frankie was such a great help and made the process a pleasure. I will be sure to pass your kind comments on. It is always great to see the team recognised.
If you need any further assistance, please do not hesitate to get in touch.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Good Afternoon,
Thank you very much for your kind feedback.
We are delighted to hear that Billy was able to help and that you had a positive experience. I will be sure to pass your comments on to him. It will mean a great deal.
If you need any further assistance, please do not hesitate to get in touch.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Samuel,
Thank you very much for your kind feedback.
We are delighted to hear that you found the service very helpful. That is exactly the experience we aim to provide.
If you need any further assistance, please do not hesitate to get in touch.
Yours Sincerely,
Charlie Byrne
Van LineDirect
I have paid deposit over £300 then five…
I have paid deposit over £300 then five days later £235 then take it off my account. I’ve decided to cancel the policy on the sixth day. Total return £240 for six days of insurance to charge me £295 in total a day. Don’t want to return the money into my account. I have to sort it with a Visa worst insurance ever I will never do it again.
21 January 2026
Reply from Van LineDirect
Dear Mr. Michalowski,
Thank you for taking the time to speak with me on Thursday regarding your refund. I am pleased that we were able to address your concerns directly and rectify the discrepancy with the refund amount.
Thank you for your patience and understanding while we worked to resolve this matter to your satisfaction. Your experience genuinely means a great deal to us, and we are always here to help.
We look forward to serving you again in the future.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Nicky,
Thank you for your feedback! We’re pleased to hear that you found our prices very competitive and had a great experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
The person on the phone was very…
The person on the phone was very professional and very helpful
9 February 2026
Reply from Van LineDirect
Good Afternoon,
Thank you for your feedback! We’re delighted to hear that the person you spoke with was very professional and helpful.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Good Afternoon,
Thank you for your feedback! We’re delighted to hear that you’re happy with the insurance.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Good initialy - alterations to policy not so helpful
Good initially, Renewal ok
But a nightmare when wanted to add someone , told couldn't as under 25 ( 24, 1/2 son)
found another policy elsewhere and took that out, cancelled mid term , wasnt the most friendly esp when the previous person i spoke to said something different and I refused the last one to re quote.
9 February 2026
Unprompted review
Reply from Van LineDirect
Dear Rich,
Thank you for taking the time to share your experience. I am pleased to hear that both your initial purchase and renewal went smoothly.
However, I am sorry for the inconvenience caused by being unable to add a driver under 25 to your policy. Some insurers, particularly within the commercial vehicle market, do not accept the risk associated with younger drivers. I fully appreciate how frustrating that can be.
I am also concerned to hear that the adviser you spoke to when cancelling your policy did not provide the level of service you expected, and that you were given conflicting information. That is certainly not the standard we aim to deliver.
We would really appreciate the opportunity to review this properly and speak with you directly to resolve matters. I requested your details via Trustpilot but have not yet received a response.
If you would be kind enough to text your customer reference to 0779 6055 523, I will locate your policy, review the call recordings, and contact you personally.
Thank you again for your patience and understanding. I look forward to hearing from you so that we can put this right.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Friendly and clear with any information…
Friendly and clear with any information needed
8 February 2026
Reply from Van LineDirect
Dear Harry,
Thank you for your feedback! We’re pleased to hear that the service was friendly and that all the information you needed was explained clearly.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Michael,
Thank you for your feedback! We’re pleased to hear that you had a very good experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Milan was amazing so was the other 2…
Milan was amazing so was the other 2 gentleman we spoke to. Sorted everything out for us for a great deal will always use these now
7 February 2026
Reply from Van LineDirect
Good Afternoon,
Thank you for your fantastic feedback! We’re delighted to hear that Milan and the other two gentlemen you spoke with were amazing, and able to get everything sorted for you at a great deal. It’s great to know you’ll be using us again, and we really appreciate your trust!
Yours Sincerely,
Charlie Byrne
Van LineDirect
scum bags
Take payment from you then you have to ring to go through details you’ve already submitted then try to change the price. Asked to cancel policy then having to wait a week to get money back scum bags
7 February 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Walton,
Thank you for taking the time to share your experience. I’m truly sorry for the dissatisfaction this matter has caused you.
We do guarantee our online rates, however, in this instance, crucial material facts were not disclosed during the online quotation process. As a result, the price initially provided was based on incomplete information and was therefore invalid. Insurers calculate premiums strictly on the details disclosed, and I appreciate your understanding of this.
Our validation process is designed to ensure that the policy accurately reflects the risk and that you are insured correctly and charged the appropriate premium from the outset. I fully understand your frustration with the price difference and sincerely apologise for any distress this may have caused.
Unfortunately, as the policy was cancelled at your request, we were unable to complete the validation process and provide an updated, accurate quotation.
I can confirm that a full refund of your deposit has been processed. While refunds are actioned immediately on our side, they typically take 3–5 working days to appear in your account, depending on your bank’s processing times. I’m sorry for any inconvenience this may cause.
If you have any questions or would like us to provide a new quotation in the future, please don’t hesitate to contact us directly. We’re here to help and would welcome the opportunity to assist you.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Very poor
Very poor. Customer services tell you one thing then go back on their word. Very good at taking your money but as soon as you need to cancel a policy they put you on hold for ages and charge you even more money.
6 February 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Anstee,
Thank you for taking the time to share your experience, and for being a loyal customer. We truly value your business, and I’m very sorry for the dissatisfaction this matter has caused you.
I’ve listened to the recording of the telephone conversation in question, and it appears there may have been a misunderstanding.
That said, I’d very much like the opportunity to discuss this with you directly and work towards a resolution. Your experience genuinely means a great deal to us, and it’s important that your concerns are properly addressed.
I apologise for the wait time you experienced and assure you that this is not the level of service we aim to provide. Thank you for your patience.
Please do return my call at your earliest convenience. I look forward to speaking with you and resolving this matter to your satisfaction.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Excellent Service
6 February 2026
Reply from Van LineDirect
Good Afternoon,
Thank you for your feedback! We’re delighted to hear that you received excellent service.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Loui
Loui, the lad I delt with was brilliant. Very helpful, very informative and just seemed like a nice lad.
6 February 2026
Reply from Van LineDirect
Dear Josh,
Thank you for your feedback! We’re delighted to hear that Louis was brilliant to deal with, and that you found him helpful, informative, and friendly. We’ll be sure to pass on your kind words. He’ll really appreciate them!
We noticed your rating wasn’t quite five stars. We’d really appreciate knowing what we could have done to make your experience even better.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Recently got a business-use insurance…
Recently got a business-use insurance quote via QuoteZone for £92.75. I called to see if they could improve the price, as stated at the bottom of the quote.
During the call, they said my van had been listed as MWB instead of LWB, which increased the price to £98.06 with a deposit of around £170. I agreed to the revised price and details.
The next day, I received the insurance documents and noticed they had changed the usage from Business use carriage of goods for hire or reward (haulage) to carrying own goods, which is not what I selected and completely different.
I called them back and provided a screenshot as proof of the correct usage selection.
They are now saying it “shouldn’t matter either way” and that changing it back would increase the price to £600+ per month, or I should go elsewhere.
To make it worse, I ran a new quote for the correct business use, and it’s coming out at around £115 per month, which makes their explanation even less believable.
This feels extremely misleading, either incorrect cover is being applied without consent, or customers are being pressured into accepting the wrong policy.
Very untrustworthy experience. Hopefully they come back with a proper resolution, but until then, be cautious.
2 February 2026
Unprompted review
Reply from Van LineDirect
Dear James,
Thank you for taking the time to share your experience. I’m truly sorry to hear that you’re dissatisfied.
Thank you for bringing these issues to our attention. The discrepancies you’ve described are certainly concerning and deserve to be reviewed properly.
From what you’ve outlined, it appears the vehicle details may not have been disclosed accurately online, which led to a price difference when the vehicle was amended to a medium wheelbase. I completely understand how frustrating this would have been.
I’m also particularly concerned to hear that Hire & Reward cover was required but not reflected in your policy documents, and that correcting this later resulted in an additional premium. This is something I want to ensure is fully investigated and handled appropriately.
The last thing we want is for you to feel misled or that changes were made to your policy without proper discussion. Your satisfaction is extremely important to us, and I’m very sorry if we fell short on this occasion.
I’ve requested your details via Trustpilot but haven’t received a response. As your review is anonymous, please could you text your customer reference to 0779 6055 523? This will allow me to locate your policy, review the circumstances in full, and contact you personally.
Thank you for your patience and understanding in the meantime. I look forward to addressing your concerns directly and working towards a resolution.
Yours Sincerely,
Charlie Byrne
Van LineDIrect
Great customer service and support
Great customer service and support. The My Portal App is easy to use and has all the info I need to make the insurance process easy.
3 February 2026
Reply from Van LineDirect
Dear Natalie,
Thank you for your feedback! We’re delighted to hear that you received great customer service and support, and that you’re finding the My Portal app easy to use with all the information you need. We really appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Waste of time they will take your money…
Waste of time they will take your money and cancel your insurance or state your drive is a drop down kerb drive
....?..double your policy then take payment and have the audacity to cancel without notice in the middle of nowhere at 3:25 pm on the M25 an leave with your pocket empty....total scam close brothers side hustle.....new customers beware..
Spend that little extra with a more reputable company what a joke
3 February 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Gordon,
Thank you for taking the time to speak with me earlier. It was good to address your concerns directly and begin working towards a resolution that you’re satisfied with.
Your experience genuinely means a great deal to us, and I’m at your disposal should you need anything further.
I look forward to following up with you by phone or email to move things forward. In the meantime, I wish you a pleasant day.
Yours Sincerely,
Charlie Byrne
Van LineDirect
The representative went above and…
The representative went above and beyond assisting me with my policy
3 February 2026
Reply from Van LineDirect
Dear Mark,
Thank you for your feedback! We’re delighted to hear that our representative went above and beyond to assist you with your policy. We really appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Billy,
Thank you for your fantastic feedback! We’re delighted to hear that you found the service quick, professional, and amazing. We really appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
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