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Direct Line car insurance review

Read Which?'s expert review of Direct Line's car insurance and find out how we rate Direct Line's car insurance policy against 34 other providers.

In this article
What does Direct Line car insurance cover? Does Direct Line offer the best car insurance? Direct Line's car insurance policy: is it good or bad? How did customers rate Direct Line's car insurance?
How can you save money on Direct Line car insurance? What is Direct Line's car insurance claims number? Get top money-saving tips from Which?

The insurer has been the market leader for car insurance since being launched by Peter Wood as the first telephone insurance provider in 1985. It floated on the stock market in October 2012.

It is part of the Direct Line Group, along with Churchill and Privilege, and its policy is underwritten by U K Insurance Ltd.

What does Direct Line car insurance cover?

The information below gives an at-glance view of the key areas that Direct Line's car insurance covers as standard.

Elements marked with a are covered as standard, those marked with a are not covered as standard. Elements marked with a £ can be added to a policy as optional extras for an additional cost.

 

Courtesy car

 

Provides the policyholder with a car to use while repairs are carried out on their vehicle as part of a claim

 

Personal accident

 

Covers the policyholder and passengers if they are injured in an accident

 

Stolen keys cover

 

Covers the cost of replacing keys and locks in the event that your car keys are stolen

 

£ NCD protection

 

Allows the policyholder to make a specified number of claims over a period without affecting their no claims discount

 

£ Motor legal protection

 

Covers legal expenses for legal action you may take as the result of an accident

 

Lost keys cover

 

Covers the cost of replacing keys and locks in the event that your car keys are lost

Does Direct Line offer the best car insurance?

Here's how Direct Line scored in our latest car insurance survey:

 

Car Insurance
Direct Line review
Overall Which? score
%
Our total score score combines both the Which? Customer Score, ratings from real customers of the provider, and our expert analysis of the provider's policies. The total score is made up of 50% of the Customer Score and 50% of the car insurance policy score.
Which? customer score
%
Which?'s rating for customer satisfaction, based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.
Policy score
%
Which?'s rating of the quality of this company's car insurance policy. We analysed 73 features of its cover to calculate the policy score.
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To help you find the best car insurance policy, Which? goes the extra mile to sort the best from the worst.

 

How we analyse car insurance

 

We analyse and rate 73 key elements of standard car insurance policies to come up with the overall policy score. We assess how important each individual element is to drivers when choosing and using a car insurance policy, and weight it accordingly when calculating our total policy score. 

Initially, we score all of the product elements out of five, reflecting how competitive each provider is in this area compared with other insurers. Weightings are then applied to the higher and lower element scores to enhance / reduce their impact in the overall product score.

Direct Line's car insurance policy: is it good or bad?

We've rated hundreds of policy details and picked out the best and worst elements of this cover.

Members can log in to read our full policy analysis. If you're not already a member, you can sign up to a one month trial of Which? Money for just £1 to access this review and thousands of others.

In detail: every part of Direct Line's car insurance rated

Weighting Policy element Details Rating
Most important Courtesy car - included? Logged out detail Logged out padlock
Most important Courtesy car - guaranteed availability? Logged out detail Logged out padlock
Secondary Courtesy car period Logged out detail Logged out padlock
Other Courtesy car provided if car is stolen? Logged out detail Logged out padlock
Most important Windscreen damage - limit per claim (Approved Repairer / Non-approved repairer) Logged out detail Logged out padlock
Most important Window damage - limit per claim (Approved Repairer / Non-approved repairer) Logged out detail Logged out padlock
Most important Sunroof damage - limit per claim (Approved Repairer / Non-approved repairer) Logged out detail Logged out padlock
Secondary Personal belongings - limit per claim Logged out detail Logged out padlock
Other Personal belongings - items excluded Logged out detail Logged out padlock
Secondary Medical expenses - limit per claim Logged out detail Logged out padlock
Other Physio treatment included under medical expenses? Logged out detail Logged out padlock
Other Audio equipment - Limit per claim (Manufacturer fitted / Non-manufacturer fitted) Logged out detail Logged out padlock
Other Sat Nav - Limit per claim (Manufacturer fitted / Non-manufacturer fitted) Logged out detail Logged out padlock
Other Child car seat - Limit per claim Logged out detail Logged out padlock
Secondary Misfuelling cover - included? Logged out detail Logged out padlock
Secondary Misfuelling cover - limit per claim Logged out detail Logged out padlock

Table last updated in March 2020. Next update in January 2021.

To see how Direct Line's car insurance compares to other policies check out our guide on the best and worst car insurance.

How did customers rate Direct Line's car insurance?

As well as looking at how Direct Line's car insurance policy stacks up against others, we've also analysed how customers who have recently made a claim feel about it too.

Members can log in to see our range of customer service star ratings and read about individual customers' experiences. If you're not already a member, you can sign up to a one month trial of Which? Money for just £1 to access this review and thousands of others.

How Direct Line's car insurance scored for seven elements of customer satisfaction.

Customer satisfaction element Which? customer rating
Application process Logged out padlock
Clarity of policy Logged out padlock
Dealing with queries Logged out padlock
Ease of managing your policy online Logged out padlock
Treatment of longstanding customers Logged out padlock
Dealing with complaints Logged out padlock
Value for money Logged out padlock

Table last updated in March 2020. Next update in January 2021

"-' represents where we have insufficient sample size (less than 30) to generate a star rating

How can you save money on Direct Line car insurance?

Direct Line's car insurance policy is not available on price comparison websites.

 

Multi car discount

 

Discount amount varies

 

Joint car and home insurance discount

 

A variable multi-product discount is available

 

Renewal or fixed-premium guarantee

 

Not offered

 

Dash cam discount

 

Not offered

 

Rewards scheme

 

Not offered

 

Membership discount

 

Not offered

Above information correct as of December 2019

What is Direct Line's car insurance claims number?

If you need to make a claim with Direct Line car insurance call 0345 246 8471.

You'll need your policy number and documents, your vehicle registration number and crime reference number, if applicable.

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