We encountered some major admin issues with this renewal, a policy was cancelled, leaving me with no insurance. I managed to get it sorted so that I could drive home but it ended up costing me more wh... Mehr ansehen
Unternehmen hat geantwortet
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
Portal doesn't work properly followed by officious unhelpful staff after a 15 min wait on hold listening to candy dulfers love child.... Terrible avoid
Very good service from Scott Helped me sort out van insurance Polite and professional 100% recommend fair priced and customer service is quick and easy no long waits
My premium is due shortly and having been satisfied with van line direct for the past 12 yes, I was surprised to find it increased substantial. Having spent a long telephone call with advisor Max, he... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
Time is money - save both with Insurance LineDirect. Want to save time and money on your van insurance? Well that’s exactly our aim here at Insurance LineDirect. With a large panel of top UK van insurers to choose from and a UK based team of dedicated insurance advisors to search for the most competitive rates, we can make buying your van insurance a quick and hassle free process.
Kontaktinformationen
Vereinigtes Königreich
- vanlinedirect.co.uk
4.1
Gut
12'062 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 94 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 2 Wochen
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Great service
Great service , billy the customer service agent was very helpful, thanks
20. August 2026
Antwort von Van LineDirect
Thank you so much for this lovely review! It is wonderful to hear Billy was so helpful throughout, I will be sure to pass your kind words on to him. Thank you for choosing us, and we look forward to looking after you!
Service was very good the agent was…
Service was very good the agent was knowledgeable and answered my question professionally
17. August 2026
Antwort von Van LineDirect
Thank you so much for this lovely review! It is great to hear our agent was knowledgeable and answered your questions so professionally. Thank you for choosing us, and we look forward to looking after you!
Antwort von Van LineDirect
Thank you so much for your kind words. We are really pleased to hear you found our team helpful.
hated the fact they changed my payments…
hated the fact they changed my payments after I had received my quote
18. August 2026
Antwort von Van LineDirect
Dear Mr Bailey
Thank you for taking the time to speak with me, and for bringing this to my attention.
I am sorry to hear about the change to your payments following your quote, and I understand why this was frustrating.
I hope our conversation has gone some way to putting things right.
Yours Sincerely,
Isabel May
VanLine Direct
A sensible advisor
My premium is due shortly and having been satisfied with van line direct for the past 12 yes, I was surprised to find it increased substantial. Having spent a long telephone call with advisor Max, he took the time to go over all the fine points, and now my premium is at a lower cost.Max was so helpful, understanding and explained everything clearly, without his help I would no longer be a customer of there's. Thank you Max
19. August 2026
Bewertung ohne vorherige Einladung
Antwort von Van LineDirect
Thank you so much for this wonderful review, and for twelve years of choosing us! It is fantastic to hear Max took the time to go through everything so thoroughly with you, and that his help made such a difference to your premium and your overall experience. I will make sure your kind words are passed on to him.
Thank you again for your continued trust in us over the years, and we look forward to looking after you for many more to come.
Very helpful and stright forward
19. August 2026
Antwort von Van LineDirect
Thank you so much for your kind review! It is great to hear you found our service so helpful and easy to follow throughout. Thank you for choosing us, and we look forward to looking after you!
Fantastic service
19. August 2026
Antwort von Van LineDirect
Thank you so much for this fantastic review! We are absolutely delighted to hear you received fantastic service from us. Thank you for choosing us, and we look forward to looking after you!
the guy's were more than helpful to…
the guy's were more than helpful to answer any questions and get me the best deal on my van insurance
18. August 2026
Antwort von Van LineDirect
Thank you so much for your lovely review! It is wonderful to hear the team were so helpful in answering your questions and finding you the best deal on your van insurance. Thank you for choosing us, and we look forward to looking after you!
I was quoted a good price with this…
I was quoted a good price with this company to take out van insurance through Money supermarket.com
Deposit was paid all questions answered very meticulously. Was told via the app that I needed to call to verify details. Very arsy representative answered the call not with a hello but just give me your reg number. After going through details I was told I could not pay monthly because I have an IVA. I explained that this question was not on anything I had pre filled and he said so pay for it in full which even if I had the money I prefer to do it monthly to help me budget. I then said I would wait on the phone so he could process my refund and was told it would take several hours at the quickest. I have never had trouble getting insurance with the iva and have even had one of these guys in the past. Disgusting and I will also be reporting them to money saving expert who promotes them
18. August 2026
Bewertung ohne vorherige Einladung
Antwort von Van LineDirect
Dear Ms Harris,
Thank you for taking the time to leave your review, and I am sorry to hear about your experience.
I would very much like to speak with you directly about this and understand more about what happened during your call.
Please do get in touch with me as soon as possible using the contact details on our website, I would really appreciate the opportunity to discuss this with you properly.
Yours Sincerely,
Isabel May
VanLine Direct
Antwort von Van LineDirect
Thank you so much for your brilliant review! It is lovely to hear you found our service friendly, efficient and competitive. Thank you for choosing us, and we look forward to looking after you!
Antwort von Van LineDirect
Thank you so much for your five stars! We are really pleased that you had a positive experience with us, and we look forward to looking after you in the future!
Antwort von Van LineDirect
Dear Mr. Dinsmore,
Thank you for taking the time to leave your review, although I am truly sorry to read about your negative experience. We take customer satisfaction very seriously, and I wholeheartedly apologise that we have fallen short.
I would genuinely appreciate the opportunity to understand what went wrong. We have tried calling but have been unable to get through, so I will be sending you an email shortly. I would be grateful if you could reply or give me a call back so that we can learn more about your experience and work towards addressing your concerns directly.
I look forward to hearing from you, and I hope we are able to put things right. Have a great day ahead in the meantime.
Yours Sincerely,
Charlie Byrne
Van LineDirect
⛔ AVOID — Took £650, held refund 6 days, tried to charge £258 extra — honest typo handled terribly
I found this provider through a comparison site where they appeared as the cheapest option at roughly £650. I completed the purchase online, but almost immediately got an email asking me to contact them directly.
When I called, the agent repeatedly asked for all the exact details I’d already entered on the form — even after I pointed this out several times, he just ignored it. During the call, I spotted I’d made an honest mistake on my part: I’d entered 1992 instead of 1993 on my licence date — I simply didn’t have my licence to hand when filling out the form, and I own that error.
For that one-year date mistake, he immediately demanded an extra £258 to proceed. I cancelled the policy straight away and requested my full £650 refund — this was Saturday 8 August, first thing.
Over that entire weekend, they kept contacting me saying “we need to continue your policy”. Every single time I made it crystal clear: I’ve cancelled, do not proceed. They repeatedly promised: “No problem — your refund will be in your account within 2 hours.”
It took nearly a full week for my money to arrive — today.
To be clear: the date error was my mistake, and I’ve no issue with them checking details. But taking the full £650 upfront, then hitting me with an extra £258 on a 1-year typo, then hounding me all weekend to keep the policy while delaying my refund — that’s not reasonable. An honest human error should be handled fairly, not used as a chance to squeeze more money out of someone. I’m also reporting them to the comparison site they’re listed on.
Stay well away. You will regret it. ⛔
7. August 2026
Bewertung ohne vorherige Einladung
Antwort von Van LineDirect
Thank you for taking the time to share your feedback, Chris.
Firstly, I would like to apologise for the delay in responding to your review. I appreciate your patience, and I am sorry that it has taken us longer than it should have to respond.
I have reviewed the points raised in your review and I have emailed you today directly regarding your feedback.
I would also like to provide some clarification regarding our validation process. As part of our quotation process, we have a verbal validation procedure where one of our representatives goes through the information entered online with the customer. This is an important process for both ourselves as a regulated insurance brokerage and for our customers, as it helps ensure that the information provided is accurate and correctly reflected on the policy.
Where the information provided online is accurate and correct, we guarantee the online rate. However, if discrepancies are identified during validation, we are required to invalidate the original quotation and provide a new quotation based on the correct information. Depending on the change in risk, this can result in the premium increasing or decreasing.
I appreciate that discovering a discrepancy and subsequently receiving a higher premium can be frustrating, and I am sorry for the experience you have had.
Should you wish to discuss anything further, please do not hesitate to get in touch.
Yours sincerely,
Matt Love
Complaints Officer
AVOID
AVOID
Any change in details results in you being completely ripped off in fees
Then when you cancel within 1 day of cancellation they are threatening legal action and within two days threaten to take the payment you owe them via card payment.
Disgrace
22. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Van LineDirect
Dear Mr. Smith,
Thank you for taking the time to leave your review, and I am truly sorry to read about your experience. I can completely understand your frustration, and I want to assure you that we take feedback of this nature very seriously.
I do want to clarify a few points. The charge you received reflects the period during which you were on cover, as your insurer charges for the time the policy was active to reflect the risk of covering you during that period. We are also entitled to charge the associated fees for the brokerage services we have provided. I am sorry that this came as such a surprise.
Regarding the communication you received about the outstanding balance, I want to reassure you that this was absolutely not a threat of legal action. We do have a responsibility to make our customers aware of the potential consequences of an unpaid balance, and I am sorry if the wording of that communication felt alarming or aggressive. That was certainly not our intention, and at that point we were simply keeping you informed.
I would really appreciate the opportunity to speak with you directly and make amends for the experience you have had. Please do not hesitate to get in touch with us using the contact details on our website, and we will do our very best to put this right for you. Thank you for sharing your feedback, and we look forward to hearing from you.
Yours Sincerely,
Charlie Byrne
Van LineDirect
The man i spoke to couldn't do enough…
The man i spoke to couldn't do enough to help me very pleasant and patient
9. August 2026
Reconsidered from - Shocking to Good
I left a review last week that said this business was shocking. However, I was stunned by the brilliant service I received to put things right. This matters since things sometimes go wrong. When they do, good companies take the opportunity to put things right.
Huge thanks to Isabel in Val Line Direct customer services - 5 stars :)
12. August 2026
Bewertung ohne vorherige Einladung
Antwort von Van LineDirect
Dear Mr. Quigg,
Thank you for taking the time out of your morning to speak with me last week. It was a pleasure speaking to you, my only regret is that it was under the negative circumstances of your review.
I'm glad we had the opportunity to discuss and address the issues you faced, and work towards a resolution that you were satisfied with. I do hope you are pleased with how I resolved things for you, and I apologise once more for your initial experience. Customer satisfaction is paramount to us as a business, and we are always committed to positive outcomes for our customers.
Your feedback has been recorded internally, and we will use this to help better our service. Your comments have been incredibly valuable.
I really hope that we have an opportunity to serve you again, hopefully with a much smoother experience.
If you ever need anything else from Van LineDirect, please don't hesitate to contact me directly. I am here to help you.
Have a great day ahead.
Yours sincerely,
Isabel May
Van LineDirect
BEWARE, They will charge you more when you “validate” the policy!!!
Took out a van insurance policy online, paid for 12 months insurance as cheaper like for like compared to competitors.
HOWEVER this policy needed “validating”, upon which the price increased by over £100, please be aware of this before paying upfront!!!
7. August 2026
Antwort von Van LineDirect
Thank you for taking the time to share your feedback.
I am sorry to hear that you were disappointed by the change to your premium following the validation of your policy. I have sent you an email directly addressing the concerns raised in your review and providing further information regarding what happened.
As part of our quotation process, we have a verbal validation procedure where one of our representatives goes through the information entered online with the customer. This is an important process for both ourselves as a regulated insurance brokerage and for our customers, as it helps ensure that the information provided is accurate and correctly reflected on the policy.
Where the information provided online is accurate and correct, we guarantee the online rate. However, if a discrepancy is identified during validation, we are required to invalidate the original quotation and provide a new quotation based on the correct information. Depending on the change in risk, this can result in the premium increasing or decreasing.
I appreciate that receiving a higher premium following validation can be frustrating, and I am sorry for the disappointment this has caused. I hope the email I have sent provides some further clarity and addresses the concerns you have raised.
Should you wish to discuss anything further, please do not hesitate to get in touch.
Yours sincerely,
Matt Love
Complaints Officer
Antwort von Van LineDirect
Dear Mr. Bratch,
Thank you for taking the time to leave your review, and we are glad to hear that things were alright! We do notice that you have left us a low star rating, so we have sent you an email in case there is anything about your experience that we could have done better. We would genuinely love the opportunity to address any concerns you may have and make sure you feel well looked after.
We look forward to hearing from you!
Yours Sincerely,
Annie Mguba
Van LineDirect
Antwort von Van LineDirect
Thank you so much for your kind words. We are really pleased to hear you have had a good experience with us, and we look forward to continuing to look after you.
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