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I’m now having to write another negative review on this company ,they choose to ignore my phone calls put me on hold for hours on end with no explanation as why when I canceled my policy within 12 hours of taking it out they took £453.20p and have made no effort to pay this money back.. we have now been advised by citizens advise to consider a smalls claims court.
The call handler was very helpful and did a great job I did struggle to understand her at times she was very patient and we eventually got the form completed.
Great experience ! DAVID what a guy i was looking for third party cover only david provided me fully comprehensive cover in price of third party.
“Samuel White - Complaints Officer�
I have to say as somebody that is well
versed in high customer standard, this man has got it down to a T!! Your company should very much appreciate the workers you have such as Samuel. He is a credit to your team, articulate, personal, welcoming and clearly wants to do his job correctly, whilst also helping the customer within the boundaries he is given.
He went above and beyond to try and stop my complaint escalating further and it was a job well done. Even called me back after a call disconnected, and expressed some excellent communication skills.
As far as the company goes, not the best experience and not the worst. Just don’t cancel and you’ll save yourself a headache. The bitter taste I would have had has been stopped by one worker. Samuel.
Hold on tight to him.
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.
United Kingdom
The call handler was very helpful and did a great job I did struggle to understand her at times she was very patient and we eventually got the form completed.
Date of experience: 29 January 2025
Brilliant sorted everything I needed
Date of experience: 29 January 2025
I’m now having to write another negative review on this company ,they choose to ignore my phone calls put me on hold for hours on end with no explanation as why when I canceled my policy within 12 hours of taking it out they took £453.20p and have made no effort to pay this money back.. we have now been advised by citizens advise to consider a smalls claims court.
Date of experience: 29 January 2025
Reply from Van LineDirect
Dear Mr Shaw,
We are sorry for your experience. However, we have responded to your previous review asking for your information so we can investigate this issue and find a resolution for you, but have received no response. We are here to help, and eager to do so, but we cannot do so without your cooperation. Please see our previous review response here:
"Dear Mr Shaw,
We sincerely apologise for the experience you’ve had, and we understand how frustrating this situation must be. To help resolve your concerns, please send your details to 07796055523 so we can find your policy, thoroughly investigate the matter and work towards a resolution for you. Thank you for bringing this to our attention, and we appreciate your patience.
Kind regards,
Samuel White
VanLine Direct"
There appears to be a significant number of issues associated with this company based on the reviews available online. It seems that they may be engaging in questionable practices, as evidenced by my observations. The process of purchasing insurance online, followed by the requirement to pay for the insurance setup via direct debit—while providing all personal information—raises concerns. Subsequently, they request that individuals download an application and obtain a quote, which raises further doubts about their business practices. This situation should prompt reporting to the Financial Ombudsman Service (FOS). Or (FCA)
Furthermore, after completing my account setup, I received a phone call within one minute. I did not answer, as the call occurred at 8 PM. Upon researching the phone number, I discovered that it is associated with Van Line Direct, which raises additional concerns about the legitimacy of their operations, especially given that someone would be in the office at such a late hour.
Additionally, they requested validation of my information by asking for my driving license details, which further adds to my apprehension regarding their practices. Overall, numerous indicators suggest a need for heightened scrutiny of this company's conduct.
Date of experience: 28 January 2025
How easy and efficient the whole process was
Date of experience: 28 January 2025
Great sales guy very helpful made it easy , good job !!
Date of experience: 28 January 2025
Delt with salesman James very helpful 👌
Date of experience: 27 January 2025
Reply from Van LineDirect
Dear Jamie,
Thank you for your feedback! We're thrilled to hear that James was helpful during your experience. I'll be sure to pass along your kind words to him. If you need any further assistance, please don’t hesitate to reach out.
We appreciate your support!
Yours Sincerely,
Charlie Byrne
VanLine Direct
Team were very helpful on phone great actually
Date of experience: 24 January 2025
Reply from Van LineDirect
Good Morning,
Thank you for your kind feedback! We're delighted to hear that you found our team helpful and that you had a great experience speaking with them. If there's anything else we can assist you with, please don't hesitate to reach out.
Thanks again for choosing us!
Yours Sincerely,
Charlie Byrne
VanLine Direct
Had to cancel my policy as an existing customer and then go back with you on a new policy as it was cheaper (£300) to do so. Why ?
Date of experience: 27 January 2025
Reply from Van LineDirect
Dear Mr. Randles,
Thank you for raising your concern regarding the difference in price between your renewal quote and your new policy.
It’s important to note that insurance premiums can fluctuate daily based on market conditions. Additionally, I can see that your new policy benefits from a significant online discount, as it was initially obtained through a third-party aggregator website. Some insurers also offer discounts specifically for new business, which can further reduce the cost.
I also noticed that your new policy reflects some updated details, including the location where your vehicle is kept overnight and a more accurate valuation of your vehicle. These adjustments will have contributed to the pricing difference as well.
I hope this explanation provides reassurance, but if you have any further questions or concerns, please don’t hesitate to contact us. Customer satisfaction is very important to us, and we’re here to assist you.
Yours Sincerely,
Charlie Byrne
VanLine Direct
Hi, i got insurance today and spoke with cameron , really helpful guy
Thanks so much and i would like to stay with that company
Date of experience: 27 January 2025
Reply from Van LineDirect
Dear Mr. Singh,
Thank you for your kind words and for taking the time to share your experience. We’re delighted to hear that Cameron was able to assist you so well. Providing helpful and friendly service is what we aim for, and it’s wonderful to know he made such a positive impression.
We’re thrilled to have you as a valued customer and look forward to supporting you throughout your time with us. If there’s anything else you need, please don’t hesitate to reach out.
Yours Sincerely,
Charlie Byrne
VanLine Direct
Reply from Van LineDirect
Dear Stacey,
Thank you for your wonderful feedback! We’re thrilled to hear that you found our customer service amazing. Providing excellent support to our customers is always our top priority, and it’s great to know we’ve met your expectations.
Yours Sincerely,
Charlie Byrne
VanLine Direct
Great experience ! DAVID what a guy i was looking for third party cover only david provided me fully comprehensive cover in price of third party.
Date of experience: 27 January 2025
Reply from Van LineDirect
Good afternoon,
Thank you for your fantastic feedback! We're so glad to hear that David was able to help you find the best coverage at an excellent price. We truly appreciate your kind words and are thrilled that you had a great experience. If you need anything else, don't hesitate to reach out!
Kind regards,
Samuel White
VanLine Direct
The guy that dealt with my insurance was spot on and sorted it in no time
Date of experience: 27 January 2025
Reply from Van LineDirect
Dear Mr Chapman,
Thank you for your great feedback! We're so glad to hear that the agent was able to assist you quickly and efficiently. If you need any further assistance in the future, don’t hesitate to reach out!
Kind regards,
Samuel White
VanLine Direct
Reply from Van LineDirect
Dear Mr Makozhombwe,
Thank you for your feedback! We're glad to hear that you had a positive experience with our communication. If you need any further assistance, feel free to reach out!
Kind regards,
Samuel White
VanLine Direct
Great insurance company fast and easy to use
Date of experience: 23 January 2025
Reply from Van LineDirect
Dear Mr Connor,
Thank you for your kind words! We're glad to hear that you found our service fast and easy to use. If you need anything else, feel free to reach out anytime!
Kind regards,
Samuel White
VanLine Direct
Reply from Van LineDirect
Dear Mr Cranfield,
Thank you for your feedback! We're so glad to hear that you found our service helpful. If you need anything else, don't hesitate to reach out!
Kind regards,
Samuel White
VanLine Direct
Had a great experience from van line direct would highly recommend them.
Date of experience: 25 January 2025
Reply from Van LineDirect
Dear Mr Gray,
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with Van Line Direct. Your recommendation means a lot to us. If you ever need further assistance, don't hesitate to reach out!
Kind regards,
Samuel White
VanLine Direct
Date of experience: 24 January 2025
Reply from Van LineDirect
Dear Ms Quirke,
Thank you for your feedback! We're delighted to hear that Ben was so helpful. If you need anything else, please don’t hesitate to reach out!
Kind regards,
Samuel White
VanLine Direct
It was good,very helpful and friendly adviser
Date of experience: 23 January 2025
Reply from Van LineDirect
Dear Patison,
Thank you for your kind words! We're so pleased to hear you had a positive experience with our friendly adviser. If you have any further questions or need assistance, feel free to reach out anytime!
Kind regards,
Samuel White
VanLine Direct
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