Direct Line 17 Quay Street, Salford M3 3HN

"Its almost impossible trying to get through by phone to speak to a human, you are just left holding and waiting and waiting and waiting. I want to discuss my account and can't. the advice line does not understand anything"

"Don't cancel your policy and expect to get your refund without having to complain. Absolutely useless, blame other depts, can't access your data to check anything, tell you different stuff every time you do manage to speak to them, hide behind their process but don't follow it. Only finally got a reference number when they said the case was solved, but until I get my refund it isn't. So buyer beware? One star is far too much, minus 10 would be more accurate"

"Excellent value, service and support when needed. I've been with Directline car and home insurance since 1998 and cannot fault them. They've been there when my car was written of while parked outside my house. Luckily the neighbours got the reg number (it was wrapped around a lamppost further down the road, so not a big problem!) Directline got a car transporter to my car promptly and landing me a Rover Mini while my car was repaired/replaced. When I was burgled 5 or 6 years ago they were there for me too, handling the claim and reimbursing me in full. I really have had great service, at a reasonable and discounted premium. They even reimbursed me money for the under-use it's had in the year of SARS2/Covid19. I'd give them 5 stars if it wasn't against my cultural ethos! Recommended!"

"Not sure where to start six months of chasing Not sure where to start, i have had a policy with direct line paid monthly for some four years. I paid for a premium policy with full legal protection. I am somewhat unhappy by the way i have been passed between direct line and their third party provider, service is appalling. January 2020 i had a roof leak, called builder who provided a quote and problem was the joint roof area and shared chimney and problem is with both my roof and my neighbours. Spoken to my neighbour and obtained a second quote. The second quote was the same resolution. Then contacted direct line and obtained surveyors report. This report highlighted the same issues in the joint roof area. I spoke to the legal team in february and followed their three step process. The three step process did not work and as per the legal teams guidance the final stage was for legal representation. Since Beginning of May 2020 I have been passed between Direct Line and DAS legal back and fourth. Direct Line have stated it is not their problem and I need to take up the legal aspect with their contracted provider DAS Legal and Irwin Mitchel. I call DAS legal every week since May and they pass me back to Direct Line, Direct Line then connect me back to DAS legal. Periodically i get an email from DAS legal asking for copies of the builders quotes and surveys which i have already shared with them. I share all of them again and still no contact. I am into the six months after the roof leak, Direct line wash their hands and saying it is not their problem and I should take this up with DAS legal. I have spoken every month to Direct Line and DAS legal and spent long time on the phone waiting and still no sight of ownership of the case. I have been paying for this package and not getting what i paid for. I have also been asking for a copy of my policy for the last six weeks and not received it from Direct Line. Very disappointed with Direct Line for not managing their provider or delivering on requests and follow ups."

"Brilliant place to work! 5th floor is the place to be. Co workers work well together, if you want to learn and progress the opportunities are available. Staff benefits are unbeatable compared to any other company out there. Happy to be part of the group."