Reviews show Direct Gap is often easy to deal with: many customers report a straightforward website and fast phone service, with policies emailed quickly. Multiple reviewers mention competitive pricing and helpful, named advisers who explain cover clearly. However, a small number of reviews describe serious problems with claim handling, lost paperwork and slow processing—issues that directly affect policy outcomes. If considering Direct Gap, check claim documentation requirements and retain key finance and sales documents; ask the adviser how claims are handled and what evidence will be needed.
Examples from available reviews (Sep 2025 – Feb 2026).
Helpful staff provided clear explanations and issued policy quickly.
“My policy was in my inbox all in less than 15 minutes”
Process was quick, easy and good value.
“quick and easy and good value”
Elizabeth consistently provides excellent, attentive service and good deals.
“Elizabeth always looks after me and gets me the best deals.”
Company lost the claim form and refused to contact firms.
“They have lost it”
Most reviewers cite helpful, friendly staff and clear explanations when arranging cover; a small number reported slow processing and excuses.
Several customers describe competitive or sensible prices and good value; one reviewer complained that claim handling made the purchase poor value.
Many reviews describe a straightforward online process and quick telephone service, with policies emailed promptly and easy setup overall.
One reviewer gave a positive example of a payout, while another detailed a failed claim experience and inability to obtain required documents.
Customers often praise clear, patient explanations and speaking to a real person; a few reports mention lost paperwork and poor follow‑up.
The majority describe simple, efficient transactions and long‑term use, though a minority report serious issues with claims and delays.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Quotes shortened · As of: February 2026
Diane was friendly and helpful; the process was quick and cheaper.
“the whole process was quick, simple and painless”
Customer service was excellent and advisor handled all queries.
“The customer service was excellent”
Found the process straightforward and confident in product quality.
“they offer a competitive price with a high level of cover”
Service operative was very good.
“Great service operative very good .👍😀”
Calls were answered directly and the process took about fifteen minutes.
“the whole process took barely 15 minutes.”
Provided risk-minimising advice and competitive bespoke insurance rates.
“Offers great advice about minimising risk”
Customer services were helpful and friendly and reviewer renewed again.
“Its refreshing to actually talk to someone on the phone”
Helpful with queries and cover was arranged very quickly.
“Got my cover arranged very quickly.”
Purchased GAP insurance for protection they hope never to need.
“I purchased GAP insurance for protection I hope I will never need...”
Third time buying; no complaints and advisor was personable and knowledgeable.
“Third car now with this company”
No automated menus; helpful person answered and prices were better.
“no automated menus just a helpful person on the ned of the phone”
Professional and competitive, gave a returning-customer discount.
“gave a discount as a returning customer”
Renewal was easy and agent help was excellent.
“renew gap insurance was easy to do”
Diane provided excellent, clear and customer-centric service.
“Diane is charming, patient, and is completely customer centric”
Third vehicle covered; process was quick, easy and at a great price.
“Third vehicle i have covered using Direct Gap”
Both spouses used Direct Gap; staff were pleasant, caring and informative.
“Very pleasant, caring and informative staff”
Quotations are easy to get and customer service is excellent.
“Direct Gap easy to get quotation.”
Company was great and really helpful.
“Great company, really helpful, thanks”
Elizabeth provided personal, professional service and proactive follow-up.
“The service from Elizabeth is personal and professional”
Call answered by a polite, professional agent and process was quick.
“The whole process only took a few minutes”
Helpful staff provided clear explanations and issued policy quickly.
“My policy was in my inbox all in less than 15 minutes”
Website was straightforward and advisors answered quickly and helpfully.
“Website straight forward to understand”
Process was quick, easy and good value.
“quick and easy and good value”
Excellent customer service with clear advice and sensible quotes.
“Great customer service”
Staff were friendly and helpful and all information was covered.
“Staff are friendly and helpful”
Offered great price and service; customer has used them over 20 years.
“Great price great service”
Provided peace of mind and a real person to speak to directly.
“How refreshing it is to speak to a real person”
Advisor Hayley explained cover clearly and provided good price.
“She was cheerful, knowledgeable and professional”
Hayley explained the policy clearly and represented the company well.
“Hayley made everything clear about the policy”
Sales advisor was thorough, helpful, and had a pleasant manner.
“she was very thorough at explaining everything”
Arranging gap insurance was very easy and staff were helpful.
“Very easy to arrange the gap insurance”
Helpful, efficient staff and competitively priced service for my new car.
“Helpful, efficient staff and service which is very competitively priced.”
Customer service was polite and handled matters quickly and efficiently.
“Excellent polite customer service.”
Staff were polite, efficient and the process was painless.
“Very Polite, efficient and painless”
Reviewer said Hayley was excellent.
“Hayley was excellent :)”
Elizabeth consistently provides excellent, attentive service and good deals.
“Elizabeth always looks after me and gets me the best deals.”
Processing takes too long and staff give excuses when called.
“Taking too long to process.”
The agent was clear, concise and pleasant to deal with.
“The lady i spoke with was clear and concise and a pleasure to deal with”
Company lost the claim form and refused to contact firms.
“They have lost it”
Process was very simple to complete.
“Just so simple to do”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Direct Gap is a UK specialist in Guaranteed Asset Protection (GAP) insurance, offering policies to motorists who buy vehicles outright or on finance. The firm typically sells cover directly to consumers via its website and phone sales, with products designed to pay a shortfall if a vehicle is written off or stolen. Consumers searching for Direct Gap commonly look for policy details, claims handling and pricing comparisons with other GAP providers.