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... Ver mais
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Embora não verifiquemos afirmações específicas porque as opiniões dos avaliadores são pessoais, podemos marcar as avaliações como "Verificadas" quando for possível confirmar que houve uma interação comercial. Leia mais
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Veja o que dizem as avaliações
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 the... Ver mais
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AVOID at all costs,cancelled policy over the phone as requested by them but clearly not actioned by them and constantly trying to charge me fees and threatening legal action even though I had paid up... Ver mais
A empresa respondeu
Ben was amazing and I cannot recommend enough how he took time and consideration truly feeling like a personal experience with humanity and care behind every decision, there was no issues at all and t... Ver mais
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Detalhes da empresa
Escrito pela empresa
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.
Informações de contato
Reino Unido
- vanlinedirect.co.uk
4,1
Muito Bom
12 mil avaliações
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 95% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Not Refunding Deposit
Increased quote price on phone call so cancelled and took the deposit anyway and not refunded as advised.
Got a quote online and when we phoned to validate this, the price increased so we decided not to proceed with this. The oh so lovely Sebastian then cut off the phone when we requested this to be cancelled prior to us asking when the deposit will be returned from pending. Then called back and spoke with someone else, forgot his name, who stated the refund would be cancelled off within 24 hours. Given that this was Friday evening, I was willing to allow this to Monday but this was not returned. I called back and was assured this was cancelled and no funds would be taken however it was still the same and I contacted my bank to cancel the pending payment however this morning, the funds have been cleared from my account.
I was advised on 2 occasions this money would not leave my account as the policy was not active and the quote had been cancelled so why have they lied and continued to take the money. I have no option but to report as fraud with my bank as it’s clear they have lied and took my money for no insurances
14 de agosto de 2026
Avaliação não solicitada
Resposta da Van LineDirect
Dear Ms Morrow,
We’re very sorry to hear about your experience and sincerely apologise for the level of service you received.
This is not the standard of service we expect to provide, and on this occasion, we have clearly fallen short. We take the concerns raised in your review seriously and have contacted you directly regarding these concerns.
We’re sorry again for the frustration and inconvenience caused and appreciate you giving us the opportunity to address the matter.
Yours sincerely,
Isabel May
VanLineDirect.co.uk
Great service
Great service , billy the customer service agent was very helpful, thanks
20 de agosto de 2026
Resposta da 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 de agosto de 2026
Resposta da 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!
Resposta da 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 de agosto de 2026
Resposta da 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 de agosto de 2026
Avaliação não solicitada
Resposta da 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 de agosto de 2026
Resposta da 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 de agosto de 2026
Resposta da 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 de agosto de 2026
Resposta da 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 de agosto de 2026
Avaliação não solicitada
Resposta da 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
Resposta da 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!
Resposta da 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!
Resposta da 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 de agosto de 2026
Avaliação não solicitada
Resposta da 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 de julho de 2026
Avaliação não solicitada
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 de agosto de 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 de agosto de 2026
Avaliação não solicitada
Resposta da 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 de agosto de 2026
Resposta da 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
Was good yeah it was good it was good it was alright
Was good it was alright I guess
6 de agosto de 2026
Resposta da 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
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