Direct Assurance Reviews 6,173

good prices, very fast implementation

La dame était très serviable

Direct assurance is the worst, I paid 400 euros for someone opening my door .
They refused to pay any money back .

I talked to their sales advisor to ask what happened to my insurance, she refused to pass the call to her manager, then lied about it , told me her manager will call me back the same afternoon . Nearly one week passed, I still did not receive a call or an email. It is really bad client service I have experienced for 6 years. I will not use them anymore. I would rather pay more to another company that this company who only interested in taking my money but not doing their job correctly.

Good communicator, easy going and happy to explain things

This company is full of cheats and thieves. I found a quote that worked for me, but I made a small mistake on one of my names. Since I couldn’t change it online, the website instructed me to call. I did so, and the person on the phone told me they couldn’t do anything until I clicked “subscribe.” I followed the instruction, only for them to immediately advise me that the contract would be cancelled and I should start again.

Now, this process is costing me EUR 47.06 in so-called “taxes,” and they claim I was insured for 2 days. What kind of nonsense is this?

I keep writing to request a reimbursement, but they keep insisting the amount is for “taxes and intermediation fees.” Seriously? I did all the work online myself — there were no intermediation services, and certainly no justification for these charges.

AVOID AVOID this company, they will take your money for nothing.

UPDATE: Elodie is well aware that we are easily contactable to coordinate all matters concerning our claim via either email or SMS. Elodie knows well from the very beginning we have explained why receiving unsolicited phone calls from unidentified numbers causes us a security problem as well as language difficulties. Elodie is well aware that every email received from Direct Assurance concerning our claim has received an response without an hour of receipt. It appears Elodie thinks the readers of this review will believe that we, having had damage to our car for which we are fully insured, would not do everything in our power to have our car repaired. Our request for electronic communications on the matter of our claim were reasonable and well within the capabilities of Direct Assurance having had our email address provided when we purchased insurance. People reading this review will realise the stupidity of sending clients emails telling them they might receive a phone call from parties unknown at a time unknown for appointment already set and confirmed rather than booking a firm appointment using appointment scheduling technology. An garage who contacted us via phone could have sent a single line SMS request we confirm a time of appointment for which we could have replied a single word YES to confirm. There was simply no need for any voice calls and the reasons we had difficulties were explained to Direct Assurance on multiple occasions but they had zero consideration for the needs of their customer and refused to comply when compliance was well withing their capability. ****
The Direct Assurance acting as if they did not have photos organised for me to take the car to a 3rd part for their assessor. The appointment was made for a day but they would not give me a time. As I would have had to stay with the car for an indefinite time 50 kms from our home I cancelled this appointment when they refused to provide a time of day or even 1 hour notice of arrival. As I later had pointed out I had paid for a loan car option on our policy they them arranged and second RDV for someone to collect our car from our home and leaving behind a loan car. Direct Assurance continued to not respond to our questions why was this not been organised for us initially and they still would not explain what happened to the photos we provided. This being a definite appointment we prepared the car for collection but the 3rd party never arrived. Direct Assurance had told us the arrangement was firm and we would receive a phone call I hour before collection to confirm our readiness. No phone call was made on the morning of the collection as promised.
Them we received a registered letter advising that our insurance would be cancelled on a specific date because they falsely claimed they were not able to contact us on the matter of our claim. This is plainly false became I was in near daily email contact with their service adviser on the specific claim matter with over 30 messages sent. We had from the start requested that all contact with us on the matter of the claim be electronic as we could not take phone calls from unidentified numbers and had not sufficient French language fluency to discuss the complex details on the phone. Also the phone provides us no record of anything agreed. We were in daily email contact so why could they not use that medium and send proper appointments that can be added to everyone calendar just alike all business do?
At every point in a 3 month saga Direct Assurance have been aggressively obstructive and have effectively refused to provide the insurance cover we prepaid for and have the audacity to cancel our contract on the false claim they have not been able to contact us just because we will not answer unrecognised calls on our phone already receiving almost 10 SPAM fraudulent calls per day as it is. It appears from Direct Assurance's point of view our identity security and our document protection concerns are of no concern to Direct Assurance. They have never once apologised for their own errors or shown and customer appreciation at any point.
We sent over 35 messages to them and they claim they have not been able to contact us and cancelled our policy on this basis rather than honour their responsibility. They could not process the claim simply because their document management system is broken, they have no idea how to use technology effectively overusing the phone.

They refused to explain why they increased my premium because I asked the question in english.
The insurance is yet to start!

It is the worst insurance company that I have ever seen. In my case I have accident with my car which was not my fault and the company take my car for nearly one month and when I ask him give me the replacement car or rapier my car as soon as possible they refuse both. The issues which I facing is transportation in France cuz I live far away from the Urban and the big one is on 9th of April I have an appointment that’s more serious for me. Literally I do contact with costumer service after explain some of them are unpleasant, unprofessional so they cut of the line. Obviously I am disappointed with them.

This is the worst company I have ever dealt with. Very rude and unprofessional. When discussing my car insurance renewal in November 2024, they increased my premium by 70% at which time I made it clear that once they refused to provide a discount, I will not renew my home insurance with them. They made a note of it but now they are claiming I initiated my home insurance termination after the 20 days allowed period. How more unprofessional do you have to be?
Every time speaking to them is a pain. I have not lived in France long enough and do not speak the language, so I have to ask colleagues for help to translate. Disgusting and shame on you, Direct Assurance. Be aware!!

P.s Elodie, I sent an email to Trustpilot with information you requested but it bounced back. Can you please advise how I can contact you as I am not a French speaker and need someone to translate for me.

Writing this in English as it concerns expats.

The garage where I bought the can told me to use any insurance company except Direct Assurance. I quickly found out why. The documents I submitted where deemed non-conforming without any explanation given. They tried to call me up, but just hung up phone when realizing my French was not good enough to discuss any finer details. I communicated with them several times through email, but no reason was ever given as to what was wrong. The insurance was eventually cancelled, but of course not within the 14 day window so they could charge a termination fee. I submitted EXACTLY the same papers to my new company. No problem whatsoever. The garage was right, avoid Direct Assurance at all cost. Go with a proper company.

As the first anniversary of my declaration approaches it's a good moment to share my thoughts on direct assurance.
If I could mark them as zero I would. My roof was severely damaged by storm Ciaran in November 2023.
One year on I still have nothing. I have repeatedly contacted them for updates and I keep getting feeble excuses for the delay.
It's clear they want to do nothing and hope that I will go away. I no longer live in france but have had to keep a french bank account and telephone until this is resolved. This has cost over 200 euros so far. Will I be compensated for this?
There must be a more honest and efficient insurance company out there. Direct Assurance has to be the worst!

En litige depuis plus d´un an avec Direct Assurance, tout simplement parce que j´ai déménagé et demandé la résiliation du contrat que Direct Assurance continue de me prélever. Impossible d´avoir un service client efficace. 0 réponse à ma réclamation sur le site. Demandent des documents en guise de manoeuvre dilatoire. A fuir impérativement.

Modification après le commentaire de D.A.: me donnent un mail pour envoyer des documents, et voilà ce que je reçois:
Your message to service.consommateur.noreply @ directassurance.fr couldn't be delivered.
service.consommateur.noreply @ directassurance.fr only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list.
Donc en gros, envoyez moi des documents par mail que je ne lirai pas !

Modying a car insurance contract to add a second driver was extremely fast, a very quick call with direct assurance, then sending the driver license and accepting the new contract on the espace client were enough.

Totally satisfied client, thanks direct assurance !

Appalling claim service they do nothong. We are stuck in spain eaiting for oir car to be delivered to peutgeot service centre and still no information 30 hours later. Yhey can't even book our hotel as per my comprehensive cover and left us waiting all day. Still no service. Time to report the car stolen by the towing company. Worst service ever.

There is a big disynchronisation between its departments.
They way they behave is always unjust with "noreply" emails.

They gave me wrong guide, and at the end I send them back the DriveBox, they say that they dont receive it even though LaPoste had confirmed its arrival. And so they charge me for 150 euros more. Even though I have made so many phone calls trying to prevent it from happening.

I called also the responsable of client service, she even accussed for for not sending in the right delay without checking my proof from LaPoste that I sent them nearly a month ago. Then she promised that there will be a call to me in 24h. it's now 24h later, no call, no email. Every time I contact them, it ends up like this.

Really disappointed, struggle and angry for the last 6 months.

I tried to insure with this company. I could not complete it because my French is limited. I cancelled the policy but they refused to cancel it until I had provided them with (in French) my reasons and confirmation that I was insured. My agent provided details which they refused. Cancelled 1 week after I requested. Charged me two months and a further€3 for 23 days insurance. I will be taking it up with their CEO. As a honest person words fail me.

ATTENTION À DIRECT ASSURANCE QUI PREND DES DÉCISIONS INTERNES SANS AUCUNE EXPLICATION ET SANS MOYEN DE LES CONTACTER. TOUJOURS PRÉSENT POUR PERCEVOIR LES COTISATIONS ET ABSOLUMENT ABSENT QUAND ON A BESOIN D EXPLICATIONS ! FUYEZ assurance absolument ZÉRO !!! Injuste ! Voleurs !

The Direct Assurance agent I spoke to refused to understand my questions concerning the name of the insured person and actually laughed at me. Extremely poor and unprofessional customer service.

I received an offer for an auto insurance. When I uploaded the documentation for 5 years without damage, the conditions were suddenly changed. Now i should upload French documentation. When I asked why the statement from my current insurance company is not accepted, and where this is mentioned in the conditions, Direct Assurance answerred, "We cannot write all the conditions into the Policy"... Not trustworthy at all. Suddenly the yearly cost was doubled and a new contract was sent to me. When refusing to sign, I have to send a written letter to resign from a contract that they will not fulfull?!? Very strange customer support and company policy.
You only know your insurance company when you have a claim. I didn't even have a claim and they behave like this? I would be very surprised if they behave differently if you would have a claim.
I required my money back, but they claim that I have had the insurance a month and ask me to pay for this? They dont want to make the insurance, I have to resign and pay anyway. What a company. Stay away is my advise!

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