Direct Line Insurance

Small medical travel insurance claim made over the phone 1 week ago. Cheque arrived today. Excellent service from Ethan on the telephone. Thank you.

I have had the worse experience of taking out a travel insurance with Directline. Whilst I was on holiday my dad had a massive heart attack and he went into coma. I was in a very emotional situation for me and my family. I called Directline to cover me for cancellation of the flight or to rebook another flight as I had no money to rebook another flight.

I was transferred from one department to another and kept on hold for hours but no advisor would give me any advise. I asked them to look at the policy documents but they were so useless. I took a loan and got another flight after speaking to work they allowed me extra 3 weeks to be with family during this difficult time. I lost my dad which was very painful.

I later came back home and called Directline to my surprise they would not cover me as I was on holiday. Had I been in my home area and then cancelled they would cover me. The whole point of getting a travel insurance is to cover you for travelling whilst you are on holiday. I complained which was replied within a week with no empathy a scripted standard email that they cannot cover me just a 2 line reply.

I have my home car business insurance with Directline and this experience has added to my pain. I have now taken this matter to the ombudsman and my advise to anyone taking any insurance with Directline please be very careful to look at the small prints

Spent an hour waiting for someone to answer the phone. Was incredulous when informed that there system changed in January and she was unable to get onto a new system. Why on earth was this woman allowed to receive a phone from general public? She did however start to connect me to someone who could. Half an hour later someone else answered her redirect call. Unfortunately, I was missing one peace of information, but offered to call me back at arranged time.

Half an hour arranged time I had already called them. Preceeded with usual long list of questions. Unfortunately I couldn't answer one, so had to break off. Call the same person back 5 minutes later, he refused to continue unless answering all the questions from the start. I found customer service to be shambles. Totally unacceptable time waiting for the phone to be answered. Then finally answered by someone who doesn't know their own new system.

I don't like that they took Transformers and made them a part of their ads. Even if they were cheaper, I'd never buy from them. The ads are insulting.

Critical: Quality Horrible customer service had no or very little support had non fault crash and I have to chase everything spent hours on phone trying to sort out car collection and hire absolute joke, just use cheapest comparison sites these are not worth the extra costs. Attached photos of calls I have made with no results,

Needed to change my number plate but couldn't do it on the Direct Line app so called took a while to get through but hannah sorted it out quickly and efficiently and also sorted my documents out so thank you

My reg no. was incorrect on my certificate, I tried contacting direct line by Web chat and on hold on the phone numerous times without success. I got through when I did not renew due to a huge increase in premium.

I didn't know that Google could review my calls and then ask me to do a review based on those calls, it's not creepy, I mean there not like a government or sumthin. Stick with your insurers, it's easier than doing more paperwork.

Literally doubled the cost of our insurance when we changed a car on our policy - compared to their own website - 816 over the phone, 346 on the website, and unsurprisingly cheaper elsewhere. When we rang to ask for the difference back they advised us to go with someone else. We've been loyal customers for over a decade but will not go back. What a stupid way to run a business.