It’s an okay insurance company. I have had home insurance with this company and car insurance. They are perhaps very much a ‘hands off’ company as far as customer care is concerned, also with dire... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very helpful on resolving my issue with renewing car insurance ,could not fault operator who took my call But would have preferred best quote first without having to phone
Company replied
After telephoning saying could get cover cheaper was offered it at better price which i accepted just thought could have done this price in first instance
Company replied
Searched saw what I liked eventually and settled on this insurer, as it seemed so easy to organise; the price and policy I chose was ideal for my needs as well
Company replied
Company details
- Insurance Company
- Auto Insurance Agency
- Home Insurance Agency
- Pet Insurance Company
- Travel Insurance Company
Written by the company
Direct Line has been insuring cars for 40 years. From small beginnings, we’re now one of the UK’s biggest insurers, with more than 10 million customers. We offer a range of products, including home, pet, and business insurance, that you can get online, on our app, or over the phone. For many years, we prided ourselves on only dealing directly with customers, but as insurance has evolved, so have we, and you can now buy some of our policies on Price Comparison Websites. We always put our customers first, that’s why we make it easy to manage your insurance online so you can spend more time on the things that matter.
Direct Line
Written by the company
- Direct Line began an insurance revolution. We started from scratch in the UK in April 1985 with a single product – car insurance, and just one way for our customers to buy – over the telephone. It was a revolutionary time as out went the middlemen, the forms and the jargon. In came speed, simplicity and a common‐sense human touch. And today we’re still revolutionising insurance. We have over ten million customers and a broad range of products and services over the phone and on the Internet.
Contact info
United Kingdom
- www.directline.com
4.3
Excellent
31K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Had very good advice and service.
15 May 2026
Reply from Direct Line
We appreciate your kind words. We are so glad we could provide excellent advice and service for you. Christy
Searched saw what I liked eventually…
Searched saw what I liked eventually and settled on this insurer, as it seemed so easy to organise; the price and policy I chose was ideal for my needs as well
15 May 2026
Unprompted review
Reply from Direct Line
We're glad you found a policy that was ideal for your needs and easy to organise. We appreciate your positive feedback! Christy
Easy to use app and understand app…
Easy to use app and understand app better
15 May 2026
Unprompted review
Reply from Direct Line
We're glad our app is easy to use and understand. Thank you for your feedback! Christy
Easy to do and competitive price
3 May 2026
Unprompted review
Reply from Direct Line
We're pleased our service is easy to use and competitively priced. Thank you for your feedback. Christy
Easy and simply in gaining a…
Easy and simply in gaining a competitive quote and then following through with accepting and starting a new insurance journey.
14 May 2026
Reply from Direct Line
We're happy you found it easy to get a competitive quote and start your new insurance journey with us. Christy
Reply from Direct Line
We are so pleased our automatic process was worry-free for you. Thank you for your positive feedback; we appreciate it. Christy
Easy insurance as 123 ....
Easy,efficient and great policy from a market leader
14 May 2026
Unprompted review
Reply from Direct Line
We're glad you found our policy easy and efficient. Thank you for your kind words! Christy
Reply from Direct Line
We are glad you had a great online experience and found our insurance to be of good value. Christy
Reply from Direct Line
We are happy you found it easy to proceed. Thank you! Christy
Good customer service and quick…
Good customer service and quick responce.
18 April 2026
Unprompted review
Reply from Direct Line
We appreciate your positive feedback. We are glad we could help. Christy
It is not always easy for the older …
It is not always easy for the older person to use IT ,your forms were easy for me to use
14 May 2026
Reply from Direct Line
We're happy to hear our forms were easy for you to use. Thank you for your kind feedback! Christy
Direct Line -a fair deal on insurance…
Clear advice on this insurance renewal-professionally carried out in a friendly manner by a very well informed staff member. Trust Direct line - I swapped my insurer here, for very keen low price too.
14 May 2026
Reply from Direct Line
We're so pleased to hear about your positive experience with our team and the clear advice you received. Thank you for trusting us with your insurance needs! Christy
Reply from Direct Line
We're pleased to see you're happy with our service. Thanks for your review. Christy
I find the online experience easy to…
I find the online experience easy to understand and all actions to date work well.
11 May 2026
Reply from Direct Line
We're so pleased you found our online experience easy to understand and that everything has worked well for you. Christy
the staff member was clear and precise…
the staff member was clear and precise in explaining everything
9 May 2026
Reply from Direct Line
We're glad our team clearly explained everything. Thank you for your positive feedback. Christy
Great service from this company
11 May 2026
Reply from Direct Line
We appreciate your feedback. We are glad we could provide great service. Christy
Your system for making payment needs…
Your system for making payment needs improvement.It took two days to take my payment.
14 May 2026
Reply from Direct Line
We appreciate your feedback regarding the payment process. We're always looking at ways to improve. Christy
I liked the ease of purchase
I liked the ease of purchase, I didn't like the fact I cannot access my certificate of motor insurance 3 days after the policy has started
9 May 2026
Unprompted review
Reply from Direct Line
We appreciate your feedback. We're sorry to hear about the certificate access issue. Christy
Renewal was no problem and price…
Renewal was no problem and price reasonable. All I did was give you some money.
But the real proof of Direct Line will only come if I unfortunately need to make a claim when I trust I would feel motivated to give 5*.
So a rather pointless review request!!
11 May 2026
Reply from Direct Line
We appreciate your feedback and understand your perspective, Terry. We aim to provide excellent service, especially if you ever need to make a claim. Paddy
I’ve only ever had good experiences…
I’ve only ever had good experiences with DL. My husband was silly enough to leave his mobile phone on top of the car, drove off and you can guess the rest.
Logged claim online. Received call next working day. Submitted all the documents. Claim settled 24 hrs later.
I work in complaints and generally people only leave feedback when something goes wrong so when something is done right, it deserves recognition.
14 May 2026
Unprompted review
Reply from Direct Line
We're so pleased to see about your positive experience with us and how smoothly your claim was handled. We truly appreciate you taking the time to share your kind words, especially given your professional background. Thank you for recognising our efforts! Paddy
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.