Direct Line

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Direct Line

Top Insights This Week

Week of July 18th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Direct Line's key feedback

1

Policy Addition Issues

Many users face difficulties adding their policies to the app, with approximately 15% of users reporting this issue. This problem often leads to frustration as users are unable to fully utilize the app's features.

I tried to add my two motor policies, but it didn't work, making the app less useful.

2

Login and Activation Problems

A significant number of users, around 20%, experience issues with logging in or activating their accounts. These problems often stem from the app not generating necessary authorization codes or failing to recognize existing accounts.

I can't log in because the app doesn't generate the authorization code, and there's no password option.

3

App Crashes and Errors

Approximately 10% of users report that the app crashes or encounters errors during critical tasks, such as generating quotes or updating details, leading to a frustrating user experience.

The app repeatedly crashed after I entered all my details and was waiting for the final quote.

4

Ineffective Customer Support

Around 12% of users find the customer support options, such as chatbots and WhatsApp, ineffective, often leading to unresolved issues and a preference for direct human interaction.

The chatbot was useless, and I couldn't get the help I needed to add a temporary driver.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Cigna Healthcare
Cigna Healthcare receives positive feedback for its user-friendly interface and efficient customer service, with users appreciating the ease of managing their health insurance policies through the app. However, some users have reported occasional technical issues and delays in customer support response times.

#2 RUNNER UP

Direct Line
Direct Line's app is praised for its comprehensive features, such as easy access to policy details and the ability to manage insurance on the go. Users appreciate the convenience of adding insurance details to digital wallets and the helpful customer service. However, some users experience frustration with technical glitches and difficulties in reaching human support.

#3 Straggler

GEICO Mobile
GEICO Mobile is well-received for its intuitive design and efficient claims process, with users highlighting the app's reliability and ease of use. The app's ability to provide quick access to insurance documents and policy information is appreciated, though some users have encountered occasional login issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Cigna Healthcare
#1 Users Choice
Cigna Healthcare receives positive feedback for its user-friendly interface and efficient customer service, with users appreciating the ease of managing their health insurance policies through the app. However, some users have reported occasional technical issues and delays in customer support response times.
Direct Line
#2 Runner-up
Direct Line's app is praised for its comprehensive features, such as easy access to policy details and the ability to manage insurance on the go. Users appreciate the convenience of adding insurance details to digital wallets and the helpful customer service. However, some users experience frustration with technical glitches and difficulties in reaching human support.
GEICO Mobile
#3 Straggler
GEICO Mobile is well-received for its intuitive design and efficient claims process, with users highlighting the app's reliability and ease of use. The app's ability to provide quick access to insurance documents and policy information is appreciated, though some users have encountered occasional login issues.

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Nuggets

Major Highlights of the Week

Policy Addition Failure
Users face difficulties adding multiple motor policies to the app, which limits its utility for managing comprehensive insurance needs. This issue is compounded by the reluctance to use WhatsApp for support due to privacy concerns.
Attempted to add two motor policies but failed, and I'm not comfortable using WhatsApp for help.
Login Code Issues
The app fails to generate authorization codes for login, preventing users from accessing their accounts. This problem is exacerbated by the lack of alternative login options like password entry.
The app doesn't generate an authorization code, and there's no password option, so I can't log in.
Document Access Problems
Users are unable to open or view car insurance certificates on iOS, even after downloading and saving attempts. This technical glitch hinders users from accessing essential policy documents.
I can't open my car insurance certificate PDF on iOS despite multiple attempts.
Chatbot Ineffectiveness
The chatbot fails to assist users in updating policy details or adding temporary drivers, leading to inconsistent quoted costs. This inefficiency drives users to consider switching providers due to frustration.
Tried to add a temporary driver via the app and chatbot, but got different quotes each time.
Account Activation Loop
Account activation processes redirect users to a non-functional website, preventing them from entering activation codes. This issue leads to a frustrating loop with the chatbot, without resolution.
Activation email leads to a site saying I have no account, and the chatbot doesn't help.
Pet Policy Tracking
The app lacks functionality for tracking pet insurance, causing confusion and wasted time for users. This oversight could be mitigated by clearer app descriptions regarding policy limitations.
Can't track pet insurance, and the helpline was unhelpful in resolving this.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Policy Addition Failure
Users face difficulties adding multiple motor policies to the app, which limits its utility for managing comprehensive insurance needs. This issue is compounded by the reluctance to use WhatsApp for support due to privacy concerns.
Login Code Issues
The app fails to generate authorization codes for login, preventing users from accessing their accounts. This problem is exacerbated by the lack of alternative login options like password entry.
Document Access Problems
Users are unable to open or view car insurance certificates on iOS, even after downloading and saving attempts. This technical glitch hinders users from accessing essential policy documents.
Chatbot Ineffectiveness
The chatbot fails to assist users in updating policy details or adding temporary drivers, leading to inconsistent quoted costs. This inefficiency drives users to consider switching providers due to frustration.
Account Activation Loop
Account activation processes redirect users to a non-functional website, preventing them from entering activation codes. This issue leads to a frustrating loop with the chatbot, without resolution.
Pet Policy Tracking
The app lacks functionality for tracking pet insurance, causing confusion and wasted time for users. This oversight could be mitigated by clearer app descriptions regarding policy limitations.

Quotes of the week

Hear from some of the most impactful users to drive changes

I repeatedly tried to update my details for car insurance, including adding my wife’s birthdate and adding my son as an additional driver. I spent some time inputting information only to be told by the app that it had not worked and was advised to contact Direct Line by phone. When I tried to do this I was advised that I should try to make changes using the app. Don’t waste your time with this miserable app.
Dungeon Master's Dad
Week of July 18th, 2025
I cannot open or view the car insurance cert pdf using iOS 18.5. I have tried downloading and saving but still don’t work. I have made a screen recording and sent it using WhatsApp asking for the team to pass it to the app developer. Disappointed it’s not working.
Paul28799
Week of July 18th, 2025
I absolutely love using this app! It’s incredibly user-friendly and has everything I need for my vehicle insurance and more, all in one place. I genuinely enjoy the experience and can’t wait to recommend it to my family and friends. It's a game-changer!
A yaraan
Week of July 18th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I repeatedly tried to update my details for car insurance, including adding my wife’s birthdate and adding my son as an additional driver. I spent some time inputting information only to be told by the app that it had not worked and was advised to contact Direct Line by phone. When I tried to do this I was advised that I should try to make changes using the app. Don’t waste your time with this miserable app.
Candice Wu
App Store
I cannot open or view the car insurance cert pdf using iOS 18.5. I have tried downloading and saving but still don’t work. I have made a screen recording and sent it using WhatsApp asking for the team to pass it to the app developer. Disappointed it’s not working.
Kelly Williams
Google Play
I absolutely love using this app! It’s incredibly user-friendly and has everything I need for my vehicle insurance and more, all in one place. I genuinely enjoy the experience and can’t wait to recommend it to my family and friends. It's a game-changer!
Koray Okumus
Google Play

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