My experience of renewing my van insurance with Vanline Direct was 5*. Very quick and easy to sort out, Connor Bain was most helpful and a friendly, explaining everything very clearly. A very straight... ãã£ãšèŠã
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Took out a van insurance policy online, paid for 12 months insurance as cheaper like for like compared to competitors. HOWEVER this policy needed âvalidatingâ, upon which the price increased by over... ãã£ãšèŠã
Easy to follow online instructions backed with talking to an advisor On the phone. Easy to view portal when you want to look at all your details. discount freebies, able to print out insurance docum... ãã£ãšèŠã
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Had various issues with my policy as my case as pretty complexed, spoke to a pleasant young chap by the the name of Max, he fixed all my issues in a very timely fashion and was professional throughout... ãã£ãšèŠã
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Time is money - save both with Insurance LineDirect. Want to save time and money on your van insurance? Well thatâs 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.
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Vanline Direct are a terribleâŠ
Vanline Direct are a terrible organisation, I am in dispute about a cancellation of my van policy and they send me threatening emails, texts - and their organisation gives no option to reply to said texts and emails ... it gives a telephone number where the service operatives (although polite and seemingly helpful) - can do nothing to stop the harrassment and threats of debt collectors, bailiffs and legal action which is intimidating and causes extremee stress ... I will NEVER have anything to do with them again ...
2026幎7æ24æ¥
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Van LineDirect ããã®åç
Dear Ms. Forrest,
I am truly sorry to hear about your experience, and I take the feedback you have shared very seriously.
Based on your review, I can see that you dispute the cancellation of your insurance policy, and that you have felt harassed by communications relating to an outstanding balance. I sincerely apologise for the distress this has caused you.
I have written to you so that we may address your concerns directly, and I genuinely hope that I have been able to resolve this matter for you. If there is anything further you need from Van LineDirect, please do not hesitate to let me know and I will make sure you are well looked after.
Thank you for your patience and understanding, and I do hope that we have the opportunity to look after you again in the future.
Have a great week ahead.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Top Rated service
Very good service clear speaking and well informed
Top level customer service team Thanks
2026幎7æ22æ¥
Van LineDirect ããã®åç
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.
Treated like a human
Very helpful and easy to deal with. Good to be able to speak to s human on the phone easily. Even proactive in calling me to discuss an issue on my policy.
2026幎7æ14æ¥
Van LineDirect ããã®åç
Thank you so much for taking the time to leave us a review! We're really pleased to hear you felt so well looked after, and that you found it easy to speak to a real person on the phone. It's also great to know our team being proactive in calling you about your policy made a difference. Thank you for your kind words, we're always here whenever you need you.
My bank details and personal information were taken in a data breach â I wasn't told about it for months
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 â 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.
2026幎7æ17æ¥
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Van LineDirect ããã®åç
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
Van LineDirect ããã®åç
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 extremelyâŠ
He was very professional and extremely helpful
2026幎7æ20æ¥
Van LineDirect ããã®åç
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.
Van LineDirect ããã®åç
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
2026幎7æ18æ¥
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Happily took my deposit and then got aâŠ
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 wouldnât use again.
2026幎7æ13æ¥
Van LineDirect ããã®åç
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 atâŠ
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.
2026幎7æ16æ¥
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Van LineDirect ããã®åç
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
Strange company in my view - not one I can personally trust
Strange company in my view
Last year I agreed and bought the policy online using the usual âfind an insurerâ type website.
Then I received a call out of the blue that day saying the policy wasnât in effect until I jumped some hoops for them to âverify my detailsâ.
A very very confusing conversation initially because I initially thought it was an another company trying to convert a quote to contract or indeed a scam.
Utterly bizarre given Iâd entered into a contract with them online.
Something I have never had to do for any other online vehicle insurance company. What a carry on - which seriously knocked my confidence in the company from day one.
I immediately made a mental note to ditch them at renewal. Weird company.
Come to renewal time - I get an email and text saying thanks for renewing (at twice the price - welcome aboard)
Huh? âRenewedâ? When?
No advance email offering the policy.
Albeit the ârenewedâ email said the policy ârenewsâ in about weeks.
So not renewed then. Just an offer to renew very very badly worded.
Alarm bells again⊠!!! Weird.
Went to the url to cancel it
- no page found.
Then had to downloaded 160 mb of âaward winning portalâ and try to cancel.
The portal cancel page just threw up a white page with unreadable letters and characters.
I Asked said âaward winning portalâ to cancelâŠ.it told me to call a number (which was a general number and not the direct renewal team number)
I eventually found the renewal team phone number in policy email.
And called them.
They said they had sent an email(Iâve searched and no email was received - period) and it had renewed.
I shared my views of their company.
And renewal is now cancelled.
Thank goodness.
SoâŠin conclusion ⊠in my view
Joining up was pants
Renewal price was very pants
Renewal Comms were very very pants
âAward winning portalâ is ok for viewing stuff but if you want to cancel- pants
Cancellation is pants.
Iâm thinking the company might be âŠ.
Well you can guess Iâm sure.
To vanlinedirectâŠ. Feedback is a gift. Learn from it.
PS. Lady who cancelled policy over the phone was professional.
2026幎7æ16æ¥
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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.
2026幎7æ14æ¥
èªçºçãªã¬ãã¥ãŒ
Van LineDirect ããã®åç
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
2026幎7æ13æ¥
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Van LineDirect ããã®åç
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 andâŠ
Man on the phone was very helpful and very professional
2026幎7æ12æ¥
Van LineDirect ããã®åç
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.
Van LineDirect ããã®åç
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.
Van LineDirect ããã®åç
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 whoâŠ
Had a lot of help from Sebastian who went above and beyond to help.
2026幎7æ8æ¥
Van LineDirect ããã®åç
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 wasâŠ
Pressured into a policy which was expensive. Found cheeper elsewhere. Waiting on refund.
2026幎7æ6æ¥
Van LineDirect ããã®åç
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
2026幎7æ8æ¥
Van LineDirect ããã®åç
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!
Van LineDirect ããã®åç
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!
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