About Direct Line

GoNoGo 100-Point Framework Breakdown

Regulatory Compliance /12

FCA-authorised, no fines or sanctions[1].

Customer Satisfaction /23

Trustpilot 4.25, App Store 4.35. Praised for claims service and support[1].

Product Value /20

Car, home, pet, travel, and business insurance[1].

Innovation /12

Digital claims tracker, app updates, online quotes[1].

Security /9

SSL, 2FA, no major breaches[1].

Accessibility /9

App, web, phone, easy navigation[1].

Sustainability /5

No ESG data published[1].

Additional Features /10

24/7 claims, UK-based support, digital docs[1].

Service	Fee	Notes
Insurance Policy	Varies	Depends on cover type and risk
Admin/Change Fee	£15–£35	Policy changes, cancellation, etc.

POSITIVE Trustpilot, May 2025

"Claims process was smooth and the team kept me updated throughout."

POSITIVE App Store, May 2025

"Easy to upload documents and track my claim in the app."

NEUTRAL Google Play, May 2025

"Good support but would like more live chat options."

NEGATIVE Twitter/X, May 2025

"Renewal price jumped a lot, so I had to call to negotiate."