Aviva vs Direct Line: Compare Car Insurance

Aviva and Direct Line are two of the largest car insurance companies in the UK. Both come with many 'must-have' features, but they do not offer equal products. The team at NimbleFins has compared each company's car insurance offering to help readers trying to decide which might be the superior product for their needs.

Quick Overview: Aviva vs. Direct Line Car insurance

Each company offers a different set of features, which can make it difficult to decide which is best for you. Below we recap some of the best features of the standard comprehensive car insurance product for each, as well as what's missing. To decide between these two well-known brands, it's best to understand what they offer (and what they don't)—then decide which suits your needs best.

What we like about Aviva

Aviva, rated 4.0 out of 5 stars by our editors, is superior to Direct Line for the following notable reasons:

What we like about Direct Line

Direct Line, rated 4.5 stars by our editors, provides superior coverage for the following features:

Here's a quick, high level comparison of how Direct Line and Aviva compare on cost, features, customer service access and customer ratings.

Table of Contents

Aviva vs Direct Line Overall Review

Direct Line and Aviva are both solid options for those wanting to insure their car. Both insurance companies have similar customer review ratings and both provide 24-hour helplines.

However, as we can see below, where Aviva fails to deliver, Direct Line picks up the pieces.

Most notably when it comes to policy on courtesy cars. Direct Line's comprehensive cover will provide a courtesy car in the case of loss, theft or repairs. Whereas with Aviva's comprehensive cover, you must buy an add on to get a courtesy car for any situation. A courtesy car is seen as a "should have" (loss or theft) and "must have" (repairs) policies according to Money Advice Service.

And while both have good cover for damage or theft of permanently-fitted electronic equipment, Direct Line arguably covers other equipment like portable audio or satnav devices better with a limit of up to £1,000; on the other hand, Aviva include cover for these devices within personal belongings cover that is subject to a limit of only £150.

Direct Line allows for a higher total coverage for alternative transport & hotel after an accident, providing a taxi o take you and your passengers to one destination or up to £250 for one night in a hotel if necessary. Aviva only covers up to £150 for overnight accommodation or public transport.

Direct Line also has more breakdown options at the lower end of the cost scale. Direct Line will provide individuals with breakdown cover starting at £25 with their rescue package and going all the way to £100+ with their Euro Plus package. Whereas, Aviva's breakdown coverage starts from £45.62 (according to a quote we gained later during our cost comparison).

How Do Aviva and Direct Line Comprehensive Car Insurance Compare?	Does Aviva Deliver?	Aviva Comprehensive Coverage	Does Direct Line Deliver?	Direct Line Comprehensive Coverage
"Must Have" Features
Windscreen		Included (subject to stricter limits if you don't use an approved repairer)		Included
Belongings		Up to £150		Included but amount of coverage varies £250
Keys		Cover for replacement locks if keys stolen or lost		Covered for damaged, lost or stolen keys (up to £1000). Stolen keys must be reported to police. Loss of earnings are not covered.
Protected NCD		If you buy the add on		If you buy the add on and have at least 4 years NCD with no more than one claim in past 3 years for all drivers combined
Car recovery after accident		Included		Included
Courtesy car (repairs)		If you buy the add on		Included (for duration of repairs with approved repairer, else up to 21 days)
Repairs guaranteed (if use approved repairer)		3 years		5 years
"Should Have" Features
New car replacement		Included		Included
Stereo and satellite nav		If permanently fitted to your vehicle		Unlimited cover for equipment part of original car spec, up to £1,000 otherwise
Alternative transport & Hotel after accident		Up to £150 for overnight accommodation or public transport		Taxi to take you and your passengers to one destination; one night in a hotel if necessary up to £250
24-hour emergency helpline		24 hour claims lines		Included
Courtesy car (total loss or theft)		If you buy the add on		Up to 21 days
Motor legal expenses		If you buy the add on		If you buy the add on
Breakdown cover		If you buy the add on		If you buy the add on
"Could Have" Features
Same cover in EU		Add on available if you call at least two weeks prior		Up to 90 days, if you pay an extra premium
Child car seat replacement after accident, theft, fire		Included		Included
Larger/premium courtesy car		If you buy the add on		If you buy the "Guaranteed Hire Car Plus" add on (while car being repaired if use their Approved Repairer; up to 21 days if you use your own repairer)
Uninsured driver NCD protection		Included		Included
Cancellation fee		£0 cancellation fee during cooling off period if cover has not started; otherwise £38 + IPT		£48.16 after cooling off period; no extra fee during 14-day cooling off period and no fee for mid-term admin changes

What could each company do better on an absolute basis in terms of features? Below we've listed some features that each company could improve upon.

What we don't like about Aviva

What we don't like about Direct Line

Alternative Plans Aviva and Direct Line Provide

Both Aviva and Direct Line, as most car insurance companies do, offer a Third Party, Fire and Theft (TPFT) policy. Of course, these policies have a lower level of cover than the comprehensive policy, while being a lower fee.

Aviva and Direct Line also both provide a 'Plus' policy. However, these offer different things.

Aviva's 'Plus Car Insurance' allows the insurer to pay monthly for comprehensive car insurance without interest charges, and cancel at any time without fees.

Whereas, Direct Line's 'Comprehensive Plus' policy provides higher levels of cover than the comprehensive cover. For example, motor legal cover and Guaranteed Hire Car Plus (essentially, getting a premium courtesy car) are included with no add-on.

Temporary car, van and business use insurance is also available from both Aviva and Direct Line.

Aviva vs Direct Line Cost Comparison

According to our test case, Direct Line's comprehensive and comprehensive plus policies both charge lower premiums than Aviva's comprehensive policy. Not only that but Direct Line offers the protected NCD feature at a lower fee than Aviva—by quite a way. That seems to imply Direct Line is better value. However, quotes will vary, and Direct Line could be more expensive for other driver and vehicle profiles. Make sure to get your own quotes before making a decision.

The quotes above are for a 47-year-old female living in the outskirts of London, driving a 2015 Ford Fiesta 8,000 miles a year that she parks at home. They have no convictions and have 8+ years of no claims.

Aviva vs Direct Line Reviews and Ratings Compared

Aviva vs Direct Line Cancellation Fees Compared

Important Phone Numbers

As you can see in the table below, Aviva and Direct Line customer service telephone hours are roughly comparable, both being open 7 days a week. However, Direct Line telephone lines are closed on bank holidays.

Webchat hours, however, are noticeably longer for Direct Line. Motorists who might need to contact customer service during regular working hours might prefer Direct Line for this reason.

Aviva Contact Numbers

Car insurance customers can reach Aviva customer service 7 days a week, on Monday to Friday from 8am to 8pm and Saturdays 8:30am to 5pm and Sundays and bank holidays from 10am to 4pm. Find their numbers aviva numbers.

Direct Line Contact Numbers

Online access to your account and 24-hour availability are key factors for many people these days. While customer service is only open during typical business hours (Weekdays 8am-9pm, Saturday 9am-5pm, Sunday 10am-5pm), the emergency helpline is open 24 hours a day if you have an accident and need assistance. Find their numbers directline numbers.

There's also an online webchat feature which is open extended hours, on Mon - Fri 8am - 11pm, Saturday 9am - 9pm and Sunday 10am - 9pm. Finally, customers can access their account and make changes through the customer portal.

Policy Documents

To read about the full details of an Direct Line policy, including what's covered and exclusions, read through the Direct Line car insurance policy documents here.

To read about the full details of an Aviva policy, including what's covered and exclusions, read through the Aviva car insurance policy documents here.