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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- vanlinedirect.co.uk
4.1
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Very pushy sale tactics
Very pushy sale tactics, trying to say my insurance premiums will go up on other broker websites when i went through the process ( which they didnt ), then when I decided I will pay annually they added £100 on, monthly payments added 50% interest onto the insurance policy also! Then they laughed down the phone, totally unacceptable would not recommend!
2026幎6æ13æ¥
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Van LineDirect ããã®åç
Dear Mr. Hopewell,
Thank you for taking the time to share your feedback, and please accept my sincere apologies for your experience. What you have described is certainly not acceptable, and I am truly sorry that your call with us left you feeling this way.
I want to assure you that we would never deliberately set out to increase a customer's premium, and I would genuinely appreciate the opportunity to explain the difference between paying annually and by instalments. I am sorry if this was not communicated clearly or sensitively enough.
I am also very concerned to hear about the manner in which you were spoken to. That is something I would like to address internally, and I take that feedback very seriously.
I did attempt to call you this morning to discuss your concerns directly and work towards putting things right, but unfortunately I was unable to get through. It would mean a great deal to me if you would return my call at your convenience so that I can address everything properly.
We genuinely care about your experience, and your feedback helps us to continually improve our service. Thank you for your patience, and I do hope we have the opportunity to look after you in the future with a much smoother experience. Have a great day ahead and stay safe in the heat!
Yours Sincerely,
Charlie Byrne
Van LineDirect
â 1 Star stay away if you can
â 1 Star
My experience with Van LineDirect has been extremely disappointing.
I took out a policy in April 2026 and later cancelled it in June after multiple premium increases during the policy period. The policy started with one monthly price, was increased, then increased again, and I eventually cancelled when I was informed of a further significant increase.
Following cancellation, I received a settlement including a £417.95 âReclaimed Inception Discountâ and an outstanding balance of £186.19.
My main concern is transparency. I carefully reviewed the policy documents, payment schedules and documents available in the customer portal, but I could not clearly identify this discount or understand how the figure had been calculated.
When I contacted customer services, I spent a significant amount of time trying to obtain a simple explanation. Different documents were referenced throughout the call, and it was extremely difficult to identify exactly where the alleged discount was disclosed. The portal contains numerous schedules, amendments and policy documents, making it confusing for customers to locate important information.
I am not disputing that companies have the right to apply contractual terms. However, I believe customers should be able to clearly see and understand any discount that may later be reclaimed, as well as receive a straightforward explanation of how settlement figures are calculated.
I have now had to raise a formal complaint simply to obtain documentary evidence and a detailed breakdown of the figures involved.
Based on my experience, communication, transparency and document accessibility need significant improvement.
2026幎6æ12æ¥
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Van LineDirect ããã®åç
Dear Mr. Munoz,
Thank you for taking the time out of your afternoon to speak with me about your experience. It was a pleasure speaking with you directly about the issues you faced and working towards a resolution that you were satisfied with, although I apologise once more for your initial experience.
We take customer feedback very seriously and are committed to your satisfaction.
If you ever need anything from Van Line Direct in the future, please do not hesitate to contact me directly. I will ensure that you are well looked after.
We look forward to serving you again in the future, and wishing you a pleasant weekend ahead.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Had van insurance through VanâŠ
Had van insurance through Van LineDirect for a couple of years no problem. When the renewal quote came through, I chose to go with someone else because I could get it cheaper for the same cover. I spoke to Van LineDirect and asked for the renewal to be cancelled and to turn off auto renew. I was told that's absolutely fine and all gone through, and to cancel the direct debit my end to avoid payments. Low and behold, I've had constant emails threatening me with charges and that they will recover the outstanding balance. AGAIN, after speaking to you directly and being told that it was a mistake your end; I've checked my bank this morning and you've taken £117 from me!! All over a mistake you guys made. I will be complaining and I will be taking it further to get my money back.
2026幎6æ12æ¥
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Van LineDirect ããã®åç
Dear Miss. Vollrath,
Thank you for taking the time to leave your review, and I am truly sorry to read about your experience. What you have described is very concerning, and I want to assure you that I take this matter extremely seriously.
I can see that you believe the renewal was cancelled following your conversation with us, and I am sorry that the subsequent emails and the payment taken from your account have caused such frustration and distress. I would very much like to get to the bottom of what has happened and make sure this is resolved for you as quickly as possible.
I did attempt to call you but unfortunately was unable to get through. Please do return my call at your earliest convenience so that we can address your concerns directly and work towards putting things right. Your experience is genuinely important to us, and I look forward to speaking with you soon.
Yours Sincerely,
Charlie Byrne
Van LineDirect
All covered in quick time!ðð
2026幎6æ9æ¥
Van LineDirect ããã®åç
Thank you so much for your lovely review! We are really pleased to hear that we got you covered so quickly. That is exactly what we are here for! Thank you for choosing us, and we look forward to looking after you!
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 had a good experience with us. Thank you for choosing us, and we look forward to looking after you!
Very bad, stay away if you can.
Had a policy for 5 months, switched vehicles and was advised that they can't provide insurance with the new vehicle and hence was cancelled.
The executive didn't say a word about any charges, as cancellation is not from my side, they can't provide insurance on the new vehicle.
Now got a mail after 20 days asking for the payment for the rest of the year along with cancellation charge added to it.
Tried calling multiple times, hold the line-15mins-rings-call gets disconnected.
Insurance itself has become complicated and expensive, added to it are Agents such as these squeezing more.
2026幎5æ18æ¥
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Van LineDirect ããã®åç
Dear Mr. Dasari,
Thank you for taking the time out of your morning to speak with me today. I genuinely appreciated the opportunity to address your concerns directly so that I could understand what went wrong and work towards a resolution. I do hope that you are happy with the outcome that we discussed, and I apologise once more for your initial experience.
If you ever need anything else from Van Line Direct, please do not hesitate to ask for me, Charlie Byrne, the Customer Experience Director. Your experience is very important to us, and I will ensure that you are well looked after.
Thanks again, and wishing you a great day ahead.
Yours Sincerely,
Charlie Byrne
Van LineDirect
David was so professional and helpfulâŠ
David was so professional and helpful really appreciate it
2026幎6æ10æ¥
Van LineDirect ããã®åç
Thank you so much for your lovely review! It is really great to hear that David was so professional and helpful throughout. 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!
Yian is a top guy made everythingâŠ
Yian is a top guy made everything efficient and easy and helped get the best deal
2026幎6æ9æ¥
Van LineDirect ããã®åç
Thank you so much for your lovely review! It is really great to hear that Yian made everything so efficient and easy and helped find you the best deal. 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! We are really pleased to hear that you received such clear, professional and courteous service. That is exactly what we strive for. 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! We are really pleased to hear that you had a great experience with us. Thank you for choosing us, and we look forward to looking after you!
A very understanding young man
A very understanding young man, was very helpful. Explained everything we needed.
2026幎6æ8æ¥
Van LineDirect ããã®åç
Thank you so much for your lovely review! It is really great to hear that you were so well looked after and that everything was explained clearly. That is exactly the kind of service we strive to provide. 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! We are really pleased to hear that you had a nice, easy and friendly experience with us. 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! We are really pleased to hear that you had a straightforward and efficient experience with us and that the outcome was a positive one. Thank you for choosing us, and we look forward to looking after you!
very quick and efficent
2026幎6æ3æ¥
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 us quick and efficient. Thank you for choosing us, and we look forward to looking after you!
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 had a nice experience with our customer service team. Thank you for choosing us, and we look forward to looking after you!
Very helpful on phone talked throughâŠ
Very helpful on phone talked through what wanted to know very easy to deal with thanks
2026幎6æ7æ¥
Van LineDirect ããã®åç
Thank you so much for your lovely review! We are really pleased to hear that you found us helpful and easy to deal with, and that everything was talked through clearly. Thank you for choosing us, and we look forward to looking after you!
Totally useless make sure you read yourâŠ
Totally useless make sure you read your policy docs they don't give you what they quoted you.
2026幎6æ3æ¥
Van LineDirect ããã®åç
Dear Mr. Saddington,
Thank you for taking the time to leave your review, and I am truly sorry to read about your experience. I can completely understand your frustration, and I want to assure you that your concerns are something I take very seriously.
I have sent you an email directly to address this matter, and I do hope that I have been able to resolve things to your satisfaction. Your experience is genuinely important to us, and please do not hesitate to get back in touch should you need anything further.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Brilliant serviceâŠ
Guy on the phone was patient professional and knowledgeable. Would recommend for van insurance
2026幎6æ5æ¥
Van LineDirect ããã®åç
Thank you so much for your lovely review and for your recommendation, it truly means a lot to us! It is really great to hear that you found our team patient, professional and knowledgeable throughout. 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!
Sold me two policies for the sameâŠ
Sold me two policies for the same vehicle at my renewal date. Then having taken my direct debits on both, told me that not only would I not be getting my money back but they would charge me to cancel one
2026幎6æ5æ¥
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Van LineDirect ããã®åç
Dear Mr. Gray,
Thank you for taking the time to leave your review, and I am truly sorry to read about your experience. What you have described is of course concerning, and I want to assure you that this is something I take seriously.
I did attempt to call you to discuss this matter and work towards a resolution, but unfortunately I was unable to get through. I would really appreciate the opportunity to speak with you directly as I am confident that we can get this sorted for you as quickly as possible.
Please do return my call at your earliest convenience and I will personally make sure this is looked into and resolved to your satisfaction.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Never answer phone when trying toâŠ
Never answer phone when trying to contact them and live chat just as useless hire car company and insurance company cant get through to them or get any reply from them
2026幎6æ3æ¥
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Van LineDirect ããã®åç
Dear Mr. Mckee,
Thank you for taking the time to leave your review, and I am truly sorry to hear about the difficulty you have experienced in reaching us. I can completely understand how frustrating that must have been, and I sincerely apologise that both our phone lines and Live Chat fell short for you on this occasion.
We are actively working to reduce our hold times and improve our response times across all channels, and I genuinely appreciate your patience in the meantime. We completely understand how important it is for our customers to be able to get through to us promptly, especially when there is something urgent to deal with.
Regarding your mention of a hire car company, I want to make sure I fully understand your concerns so that I can help you properly. I should also mention that the reference number provided on Trustpilot does not appear to correspond with the information on our system, so I would really appreciate it if you could get in touch with us directly using the contact details on our website. I am here to help and would love the opportunity to resolve this matter to your satisfaction.
Thank you again for your patience, and I look forward to hearing from you.
Yours Sincerely,
Charlie Byrne
Van LineDirect
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