Direct Line car insurance review

Direct Line has been one of the biggest names in car insurance since it launched in 1985 as the first insurance provider to offer policies exclusively by phone.

It's part of Direct Line Group, along with Churchill and Privilege, and its policy is underwritten by UK Insurance Ltd.

If you go direct, there are three comprehensive policies available: Comprehensive, Comprehensive Plus and, more recently, Essentials.

While Direct Line has long advertised itself as 'not being on comparison sites' in 2024 it announced that three new policies would be made available on comparison sites, starting with Compare the Market. 

These products – which have different features from those available directly – were launched after our most recent analysis, so we've not been able to review them.

Direct Line's direct policies cover drivers aged between 16 and 110.

Please note that the information in this article is for information purposes only and does not constitute advice. Please refer to the particular terms and conditions of an insurer before committing to any financial products.

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Does Direct Line offer the best car insurance?

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

• 68% customer score Joint-5th out of 19 insurers we had customer scores for.
• 67% policy score on its standard policy, meaning it's 9th out of 31 providers we reviewed.
• 72% claims score, so it's 3rd out of 19 insurers we had customer scores for.

See how this compares with the best car insurance.

What does Direct Line car insurance offer?

How good are Direct Line's car insurance policies?

Both Direct Line's standard Comprehensive policy and its Comprehensive Plus scored highly in our analysis.

However, they both missed out on being Best Buys because of Direct Line's comparatively high levels of complaints from claimants.

The standard policy achieved a score of 67%, placing it in the top fifth of policies we reviewed. 

It includes a courtesy car as standard, with guaranteed availability during repairs and if your car is stolen or written off (for up to 21 days). 

One area where it did less well was cover for medical expenses, with a comparatively low £200 limit.

Fair claims commitment

The Comprehensive and Plus policies also come with a 'fair claims commitment', which means your no-claims discount won't be affected by a claim for potholes or poor road maintenance, theft from or of your car, being hit while parked, floor damage, if you hit or are hit by an animal, or are hit by an object or debris (excluding vehicles).

Direct Line Comprehensive vs Direct Line Comprehensive Plus and Direct Line Essentials

Of Direct Line's other policies, Comprehensive Plus has more premium cover and achieved 70% in our analysis – more than the standard Comprehensive policy's 67% and among the top 10 policies reviewed (out of 76). 

Its more streamlined Essentials policy scored a lower 54%, placing it in the bottom fifth of our table. 

This policy ditches features such as new car replacement (a pledge to provide a like-for-like replacement for your car if it's less than a year old and is stolen or written off), the fair claim commitment and cover for getting you to your destination if an accident disrupts your journey. 

Policies available on comparison sites

In December 2024, Direct Line announced that it had launched three new policies, which would be available on Compare the Market, possibly expanding to other comparison sites in 2025.

As these policies were launched after our annual policy reviews, we haven't been able to rate them.

How did customers rate Direct Line's car insurance?

We asked Direct Line customers who have recently made a claim how they felt about their car insurance.

Direct Line got a 68% score in our customer satisfaction survey, which was above average. It was joint-fifth out of 19 providers.

Comments from Direct Line customers who were satisfied overall included:

• 'Although not the cheapest, they dealt with my claim efficiently, were quick to respond to any queries and kept me informed at all times.'
• 'Direct Line provide a no nonsense approach and do not mess around finding excuses not to pay a claim.'
• 'They always treat me nicely, they helped me through the application process without making me feel stupid, the staff and customer service people are really kind and down to earth. The price I pay monthly could be cheaper elsewhere but I feel safer with Direct Line'

Customers were also asked to rate their most recent claim. Direct Line performed reasonably with a score of 72%, which places it third out of the 19 companies we scored.  

Here's how customers rated Direct Line in various areas of service:

How can you save money on Direct Line car insurance?

You'll need to put a little work in to save on Direct Line car insurance, as only three of its six products are on comparison sites and those three only on Compare the Market.

You're best off looking for quotes on comparison sites from other insurers, then approaching Direct Line for a quote. Start with its website, which is likely to be cheaper than a quote over the phone. If Direct Line's online quote is slightly higher than competitors, call and use your other quotes to haggle down the price.

Direct Line offers a discount if you insure multiple cars with it, but the size of this discount varies. It also offers discounts to customers who buy car and home insurance.

Above information correct as of December 2024.

How does Direct Line compare with other providers?

Direct Line earned a decent customer score of 68% and a claims score of 72%, making it one of the more reliable insurers overall. 

It's in good company with Allianz and Axa, who also earned good scores for customer satisfaction and claims handling.

Direct Line: how can I claim?

If you need to make a claim with Direct Line car insurance, call 0345 246 8811 or you can start the process online.

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

• Find out more: is it worth claiming on your car insurance?

Direct Line FAQs

Is there a free phone number for Direct Line?

No. The numbers listed on Direct Line's website are subject to varying call charges. The general enquiries number is 0345 246 0609.

Who owns Direct Line insurance?

Direct Line is part of Direct Line Group, which also owns Churchill, Darwin and Privilege, among other brands. Direct Line Group was sold to Aviva in December 2024, with the takeover expected to be complete in mid-2025. 

Is Direct Line insurance cheaper?

Car insurers offer 'personalised pricing', meaning each customer pays a different premium depending on the insurer's interest in competing for their custom and its view of their level of risk. 

Consequently, an insurer that's offering comparatively cheap quotes to you might be exorbitantly expensive to someone else shopping for cover. The only way to ensure that you're getting the best possible deal is to shop around.

Find out how Direct Line rates for other products

• Direct Line home insurance review
• Direct Line pet insurance review