I do a lot of work for the Direct Line Group
Basically I visit all their UK call centres (and they are all in the UK) every year to update their building plans and my business does all their facilities day to day space planning in our design studio
Although I have never used them for insurance, and I assume they do get frustrated customers from time to time like any large organisation in the service industry, I have never ever overheard anything from an agent speaking on the phone or to each other that would put me off using them
From my visits, it's my impression that their customer service centres are populated with very diligent and well trained professional smart people
Their offices are very smart as well
