DIRECT ASSISTANCE

Unfortunately, while the accident handling is managed well, the actual vehicle repairs are a completely different story. Our car has been waiting for a simple bumper replacement for over 35 days, and the repair date keeps being pushed back due to “parts not being delivered.” On top of that, I’m constantly being encouraged to rent their replacement vehicle and pay for insurance adding at least €500 extra to the existing 500 euros which feels more like a profit-driven tactic than customer service. It’s absurd that a minor repair takes this long in 2026, and the whole process exposes serious inefficiencies in their repair structure and technology. If you’re considering this service, be aware: they handle the accident itself fine, but getting your car actually fixed is another matter entirely.

Very active responsing in needs. I recommend

Technology-wise, it is a very good company. But on the level of customer service it is very bad. Very unprofessional. I would blame it not on people working there but on the level on training and poor management, if I had to guess. They caused a problem with my insurance not being able to organise the transfer from my old company to them and it was in the end me informing them about it. After that they didn’t manage to resolve the problem- it was me who dealt with everything.

What a rip-off is this insurance company, I have paid fully comprehensive insurance for years and my car was impacted by a hailstorm and I am informed that it can't be repaired economically, and the proportion is criminal because direct assurance are trying every trick to take my car from me for virtually nothing and they will repair it and sell it at a profit, absolutely disgusting. I shall be cancelling my other contracts with direct assurance.

The worst. during many years I use their insurance, they take the money , but does not do their job. I had someone to open my door once, it costs me 400 euros, but the direct insurance refused to pay for the refund. when I try to cancel the contract, instead of listening to my request , they delayed the date on their part , then by the time I received the bill , it was a penalty instead. When I asked why , they found a lame excuse , instead of giving a fair solution . Please do not use this company, you are not only losing money but also felt lied , wasting your time and energy for nothing.

Excellent service, clear and patient (as they have to deal with my French) Best service I've spoken to and the prices are about right too

First contact by phone with an advisor, and I was very surprised by the poor level of service — quite disappointing for a company that was supposedly awarded “Customer Service of the Year 2025.” I found some of the questions asked to be inappropriate. We’ll see how things go from here, but this was not a good start.

the support was very on point in every question and helped me through the process. they are so helpful and the instructions and information they share are very clear