Disgusting service. DO NOT use. Was quoted a price online, paid the deposit. Then received an email stating to call to validate insurance. Premium then went up £300. I stated I did not wish to proceed... Ver más
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Consulta las opiniones de los clientes
Alex Burgess gave a 5 star service. Asking every detail to get the correct price and then getting an amazing discount applied to make the yearly price over £600 cheaper than the existing insurer rene... Ver más
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 más
La empresa ha respondido
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 más
La empresa ha respondido
Información sobre la empresa
Escrito por la 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.
Información de contacto
Reino Unido
- vanlinedirect.co.uk
4,1
Muy bueno
12 mil opiniones
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Top Rated service
Very good service clear speaking and well informed
Top level customer service team Thanks
22 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for taking the time to leave us a review! We're really pleased to hear you found the team clear and well informed, and that you experienced such a great level of service. Thank you for your kind words, and we look forward to continuing to look after you and take care of all your insurance needs.
My bank details and personal information were taken in a data breach — I wasn't told about it for months
Review update — 26 August 2026
I sent the company a formal written request by registered post, asking key questions about the data breach and providing my full personal details. The letter was delivered and signed for on 21 July 2026.
I asked for a response within 20 working days, or an explanation for any delay. I have received neither.
Given this, the final line of my original review below still stands. My next step is to make a complaint to the Information Commissioner's Office, and I will update this review with the outcome.
***************************************
I was a Van LineDirect customer. On 17 July I received an email from Business Insurance Solutions Ltd (the company behind Van LineDirect) telling me my personal data had been involved in a cyber security breach that took place in January 2026.
The information included my bank account number, sort code, contact details and date of birth.
Why did it take several months to notify affected customers? The company has not provided a reason.
I could find no public notice of the breach on the company's website, or any news reports. When I asked how many people had been affected, I was told that information could not be shared.
My policy ended in 2025. Credit monitoring was not offered to former customers as standard; I only received it after asking.
For me, it's not the breach itself — that's the world we live in. It's the delay, the lack of public information, and the fact I had to push for support. Those are red flags.
Judge for yourself, but I would not trust them with my data again.
17 de julio de 2026
Opinión espontánea
Respuesta de Van LineDirect
Good Morning,
Thank you for taking the time to leave your review, and I am truly sorry to read about your concerns. I want to assure you that we take this matter, and your concerns, extremely seriously.
I did submit a request through Trustpilot for your contact details so that I could reach out to you personally to address your queries directly, but unfortunately I have not heard back. I remain very keen to speak with you and provide you with the answers and reassurance you deserve, so please do not hesitate to get in touch with us using the contact details provided in the email you received.
I am sorry once more for the distress this matter has caused you, and I genuinely hope that we have the opportunity to address your concerns directly and restore some of your confidence in us.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Respuesta de Van LineDirect
Thank you so much for taking the time to leave us a review! We're really pleased to hear you found us helpful, and that we were able to get you a better price too. Thank you for your kind words, we're delighted to have you with us.
He was very professional and extremely…
He was very professional and extremely helpful
20 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for taking the time to leave us a review! We're really pleased to hear the team member who helped you was so professional and extremely helpful. Thank you for your kind words, we're so glad we could help.
Respuesta de Van LineDirect
Dear Mr Sharpe,
Thank you for taking the time to leave your review, and I am sorry to hear about your experience. I understand your renewal was processed without the confirmation you were expecting, and I can appreciate how frustrating that must have felt.
I am glad to confirm this has since been cancelled following your conversation with our team, and I hope this has resolved matters for you.
Please do get in contact with me using the contact details on our website if there is anything further I can help with.
Yours Sincerely,
Isabel May
Van LineDirect
Beware of this company
Beware of this company. They are also Business insurance solutions ltd. They have recently been data breached. Ive had my name, address, date of birth and bank details lost because of them. They do not reply to emails or calls. Not to be trusted
18 de julio de 2026
Opinión espontánea
Happily took my deposit and then got a…
Happily took my deposit and then got a message to call them asap or insurance would be void, spoke on the phone to a nice chap but the price went up and up as apparently there were discrepancies, also take the next payment a week later, I wouldn’t use again.
13 de julio de 2026
Respuesta de Van LineDirect
Dear Mr Rayment,
Thank you for taking the time to leave your review, and I am sorry to hear about your experience.
I can completely understand how unsettling it must have felt to be asked to call urgently, and then find the price going up.
Our validation process is in place to ensure the information on your policy accurately reflects the correct material facts. Where discrepancies are identified during this process, a revised premium is sometimes unfortunately necessary.
I can also confirm that taking a further payment a week after the first is simply part of our standard process, so I hope that offers some reassurance.
It is lovely to hear you found the person you spoke with pleasant to deal with, that is always good to hear. If you would like to discuss anything further, please do get in touch using the contact details on our website.
Yours Sincerely,
Isabel May
VanLine Direct
I would avoid this broker service at…
I would avoid this broker service at all costs. I was given a quote for van insurance on money supermarket for this company. Went through the website forms etc and paid in full for the year. Got an email saying to call them to validate the insurance. They went through all the questions I had already answered and tried to put me on hold for 5-10 minutes while they "sorted out the price". The price was quoted and already paid in full.
At this point I realised they are a broker firm and promptly told them to cancel everything and I got a full refund. Never use a broker service as they will not give you a good price.
16 de julio de 2026
Opinión espontánea
Respuesta de Van LineDirect
Dear Copper,
Thank you for taking the time to leave your feedback, and I'm sorry to hear your experience left you feeling frustrated with the process.
I can understand why being asked to go through the same questions again during the validation call felt unnecessary, particularly having already paid in full. This process is a standard part of confirming details are accurate before a policy goes live, and helps make sure your cover is right from the outset.
I'm pleased you received a full refund once you decided not to proceed, and I hope you've since found cover that suits you elsewhere.
As a broker, our aim is always to match customers with the most suitable cover from across our panel of insurers, though I appreciate that won't be the right fit for everyone.
Yours sincerely,
Isabel May
VanLine Direct
updated review
Updating my original review. I took a policy out in March, quoted at £42 a month. I put down four years no claims, uploaded my proof in the portal the first week like I was told to. The file wasn't in the right format, but instead of telling me that, they just treated it as no proof at all and added £375 to my policy with a midterm adjustment fee. Not a call, message or email to warn me. I only found out once it was already done.
When I got in touch, it turned out I actually only had two years valid no claims, which is fair enough and my mistake. But the refund they offered was swallowed by fees: an £80 midterm adjustment fee and a £45 admin fee, so out of £375 I'd have got about £60 back. Customer service was no help at all, which is why I left a one star review.
A few days later someone senior from the team called, apologised, waived all the fees and brought my policy back down to the £42 it should have been. Credit to him, he sorted it properly.
The reason for three stars and not more: it took a public review to get any of this dealt with. If you have a problem, be prepared to make noise before anyone listens. The final outcome was fair, but I shouldn't have had to leave a bad review to get there.
14 de julio de 2026
Opinión espontánea
Respuesta de Van LineDirect
Dear Mr. Heap,
Firstly, thank you for taking the time out of your afternoon to speak with me yesterday. It was a pleasure to speak with you, although I regret that it was under the negative circumstances of your review.
I am glad that we were able to reach a resolution to the issues you experienced, and that you are satisfied with the outcome. I do apologise once more for your initial experience. Customer satisfaction is incredibly important to us, and I am really pleased that we were able to make amends.
If you have any further queries or concerns, please do not hesitate to ask for me personally and I will ensure that you are well looked after going forwards.
Thank you for your custom, and wishing you a pleasant weekend.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Absolutely appalling company
Absolutely appalling company, had a policy with them for years on a van, unfortunately we had to scrap the van due to it being uneconomical to MOT, Vanline direct want over £100 admin fee and addons to cancel policy, jokers avoid them , go with a slightly higher quote from another company it will work out cheaper in the long run
13 de julio de 2026
Opinión espontánea
Respuesta de Van LineDirect
Dear Mr Farrar,
Thank you for taking the time to share this. We're sorry to hear about the circumstances that led to the van being scrapped, especially after being with us for a number of years, and we understand how disappointing it was to then face further charges when cancelling the policy.
Cancellation and administration fees form part of our standard policy terms and apply to cover the cost of ending a policy before its term, so we do appreciate this wasn't the outcome you were hoping for.
I'd be happy to look into this for you personally, so please do get in touch with us via our website with your policy details and I will take a closer look.
Kind regards,
Isabel May
Van LineDirect
Man on the phone was very helpful and…
Man on the phone was very helpful and very professional
12 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for taking the time to leave us a review! We're really pleased to hear you found our team so helpful and professional on the phone. Thank you for your kind words, it means a lot to us.
Respuesta de Van LineDirect
Thank you so much for taking the time to leave us a review! We're really pleased to hear you found our rates reasonable. Thank you for your kind words, we're grateful to have you as a customer.
Respuesta de Van LineDirect
Thank you so much for taking the time to leave us a review! We are really pleased to hear that you found our team helpful. Thank you for choosing us, and we look forward to looking after you!
Had a lot of help from Sebastian who…
Had a lot of help from Sebastian who went above and beyond to help.
8 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for your lovely review! It is really great to hear that Sebastian went above and beyond to help you. That is exactly the kind of dedication we are truly proud of. I will make sure your kind words are passed on to him. Thank you for choosing us, and we look forward to looking after you!
Pressured into a policy which was…
Pressured into a policy which was expensive. Found cheeper elsewhere. Waiting on refund.
6 de julio de 2026
Respuesta de Van LineDirect
Dear Mr. Tsoi,
Thank you for taking the time to share your experience on Trustpilot.
I am deeply concerned about what you have described. We would never want any of our customers to feel pressured into purchasing insurance, and I want to assure you that we take that very seriously.
I am keen to discuss this with you and put things right. I did attempt to call you and left an answer machine message, so please do return my call at your earliest convenience. Your experience is of paramount importance to us, and what you have shared falls short of the standard we expect of ourselves.
I do hope that we are able to speak soon. Please do take care in the meantime.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Charlie is a top geezer
Charlie is a top geezer, he was very helpful and informative, made the experience quick and easy
8 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for your lovely review! It is really great to hear that Charlie made the whole experience so quick, easy and informative. Top geezer indeed! I will make sure your kind words are passed on to him. Thank you for choosing us, and we look forward to looking after you!
Sophia was really helpful very easy…
Sophia was really helpful very easy procedure
8 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for your lovely review! It is really great to hear that Sophia was so helpful and made the whole process so easy. I will make sure your kind words are passed on to her. Thank you for choosing us, and we look forward to looking after you!
Good customer service
Good customer service, polite and knowledgeable phone staff. Cheap rates. Helpfull from the start. 5☆
7 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for your lovely review and for your five stars! We are really pleased to hear that you found our team polite, knowledgeable and helpful, and that we were able to offer you such competitive rates. That is exactly what we are here for! Thank you for choosing us, and we look forward to looking after you!
Respuesta de Van LineDirect
Thank you so much for your lovely review! We are really pleased to hear that you found us friendly and extremely helpful. Thank you for choosing us, and we look forward to looking after you!
Great service…
The agent was very helpful and got me through the process with skill and useful knowledge, getting my quote for a very reasonable price.
5 de julio de 2026
Respuesta de Van LineDirect
Thank you so much for your lovely review! We are really pleased to hear that our team were so helpful and knowledgeable in guiding you through the process and securing such a reasonable price. If you would like to let us know who you spoke with, we would love to make sure your kind words are passed on to them. Thank you for choosing us, and we look forward to looking after you!
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