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What type of claim would you like to make?

Car insurance - get in touch

We've put together some answers to the 5 most common questions you ask us.

What do I need to provide as proof of my No Claim Discount (NCD)?

Please provide your current renewal notice or a letter on headed paper from your previous insurer or broker confirming your No Claim Discount (NCD) and include the following details:

  • Previous insurer's name
  • Previous insurer's policy number
  • Your name
  • Policy expiry date
  • Number of years NCD

Please remember to include your Direct Line policy number when sending us your proof of your NCD.

We accept original or copies of documents in the following ways:

Your NCD must be from a valid UK insurer and must not be older than 2 years. Your NCD must be expressed in number of years.

NCD proof should be sent to:

Customer Service
Direct Line
Churchill Court
Westmoreland Road
Bromley
Kent
BR1 1DP

Please note that your NCD can only be used on one policy at any one time.

It's your responsibility to provide us with proof of NCD.

What is your cancellation procedure?

If you'd like to cancel your Direct Line policy please call us on 0345 246 8706.

You may also suspend your policy for a period of time if you meet certain criteria. For example, if your vehicle has been written off following an accident and you haven't yet purchased a new vehicle. Just call us on 0345 246 8706. You'll need to continue your monthly payments if you pay by instalments.

When you buy:

If you cancel within 14 days of cover starting or you receiving your documents (whichever is later) we'll return any premium paid less a charge for the number of days for which cover has been given for your car insurance and give you a full refund* for Breakdown Cover, where selected.

If you cancel after 14 days on cover, we'll return any premium paid less a charge for the number of days for which cover has been given and an administration fee of £47.70 for car insurance and £10.60 for Breakdown Cover, where selected.  All figures quoted are including Insurance Premium Tax where applicable.

*If you've made a claim or one has been made against you during the period of cover, you won't receive a refund.

When you renew:

If you're cancelling your policy within 14 days of the policy starting, we'll return any premium paid less a charge for the number of days for which cover has been given, providing you haven't made a claim.

If you're cancelling after 14 days of renewal, providing you've not made a claim, we'll return any premium paid less:

  • A charge for the number of days for which cover has been given; and
  • An administration fee

Full details of any applicable charges or fees will be discussed with you when you call us.

If you're cancelling due to a change in circumstances, you can amend or change your policy by calling us on 0345 246 8706.

You're unable to cancel your policy if there are any on-going claims against it.

What do I need to do if I need to make a change to my details?

Please call us on 0345 246 8706 to inform us of any changes. For information on when you need to inform us of specific changes, please refer to the policy booklet.

How do I contact Direct Line Car insurance by telephone?

General enquiries

0345 246 3761


Lines open:
8am-9pm Monday to Friday,
9am-5pm on Saturday and
10am-5pm Sunday.

Online quote help

0345 246 8701

Lines open:
8am-9pm Monday to Friday,
9am-5pm on Saturday and
10am-5pm Sunday.

Already a customer?

0345 246 8706

Lines open:
8am-9pm Monday to Friday,
9am-5pm on Saturday and
10am-5pm Sunday.

Make a claim

0345 246 8707

Lines open:
8am-9pm Monday to Friday,
9am-5pm on Saturday and
11am-5pm on Sunday.

24-hour accident recovery hotline

0800 269 015

24 hours a day, 365 days a year.

Not happy?

If you wish to make a complaint please view our complaints procedure.

Typetalk

Direct Line supports the Typetalk service for people with communication difficulties. To use Typetalk, you'll need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

Calls may be monitored and recorded. Call charges will vary.

Can I drive any car?

Driving other cars is a standard inclusion under our private car policies and allows the policyholder to drive cars that aren't owned by them or hired to them, providing they have permission of the vehicle owner to use the vehicle. However, there are restrictions to this benefit such as age (must be over 25 at policy inception / renewal date) and occupation.

To find out if you have Driving Other Cars cover, check your certificate of insurance.

The cover provides protection against legal liability for death or bodily injury to a third party and damage to third party property. The cover is limited to third party only and should be viewed as emergency cover.

Give us a call

Have you checked our most frequently asked questions? If you still can’t find the answer, then please give us a call.

General enquiries

0345 246 3761

Mon - Fri
Saturday
Sunday

8am - 9pm
9am - 5pm
10am - 5pm


Online quote help

0345 246 8701

Mon - Fri
Saturday
Sunday

8am - 9pm
9am - 5pm
10am - 5pm


Already a customer?

0345 246 8706

Mon - Fri
Saturday
Sunday

8am - 9pm
9am - 5pm
10am - 5pm


Make a claim

0345 246 8471

Mon - Fri
Saturday
Sunday

8am - 8pm
9am - 5pm
11am - 5pm


Accident recovery

0800 269 015

24 hours a day,
365 days a year


Calls may be monitored and recorded. Call charges will vary.

Not happy?

If you wish to make a complaint please view our complaints procedure.

Typetalk

Direct Line supports the Typetalk service for people with communication difficulties. To use Typetalk, you'll need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

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