How to make a home insurance claim
We're here to help you make a claim quickly, and deal with it fairly – with as little hassle as possible.
To make a claim, please call our teleclaims team on:
0845 246 8710
Lines open:
8am – 8pm Monday – Friday, 9am – 5pm Saturday
Out of hours call our 24-hour Emergency Helpline on:0845 601 3004 Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary. |
Have you been a victim of crime?
Victim Support is the national charity which helps people cope with the effects of crime. It provides free, confidential, practical help and support – you can call them on 0845 30 30 900 (9am – 9pm weekdays, 9am – 7pm weekends, 9am – 5pm Bank Holidays).
How to claim
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Top Tips
Frequently asked claims questions
Q: What questions will I be asked when I phone to register my claim?
Q: What kind of additional information will I be asked to provide?
Q: Who are the approved suppliers and specialist and what do they do they do?
Q: What services does the emergency help-line offer?
Q: How will I know if my claim is covered by my policy?
Q: What should I do if I believe my house is suffering from subsidence?
Q: Are there any organisations I can contact for counselling if I am upset by the incident?
Q: Will my premium increase at the next renewal date if I make a claim?
Q: Is my policy 'new-for-old'?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?
What questions will I be asked when I phone to register my claim?
We will ask you what happened and when it happened and what action you've taken so far. Then we'll ask you what it is you're claiming for and the approximate cost(s) involved.
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What kind of additional information will I be asked to provide?
It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim. By valuable items, we mean jewellery, watches, paintings, collectors' items and any items/sets of gold or silver.
We may also ask you to provide us with estimates or invoices for claims involving repair or replacement of items.
If the claim involves a building repair, we normally request two estimates for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the home, you should inform the police immediately and make a note of the police incident number.
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Who are the approved suppliers and specialists and what do they do?
We have a national panel of approved specialists and suppliers who we may appoint to inspect damage or replace goods on our behalf. Full details of the specialist or supplier and the next steps will be discussed with you by one of our Teleclaims Service Representatives over the telephone.
We also have a team of Claims Advisers, who may visit you at home to discuss your claim in detail and will manage the settlement of your claim for you.
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What is a Policy Excess?
This is the part of each claim that you agree to pay - we cover you for the remaining amount. The Teleclaims Service Representatives will inform you of the amount of the excess and details can also be found in the policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.
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What service does the emergency helpline offer?
Burst pipes, storm damage, broken windows, damaged locks - the unexpected always happens at the most inconvenient time. If you are unable to contact a local qualified tradesman, you can call our emergency helpline service, which operates a 24-hour domestic emergency assistance service.
The helpline is available at any time to discuss the nature of your problem and to find a local qualified tradesman for you. Arrangements will be made for the tradesman to call you to offer immediate advice and to give you an expected arrival time.
You will be billed for the work. The standard rates are specially negotiated to protect you from excessive charges and you will be asked to sign a satisfaction form upon completion of the repairs.
It is a 24-hour service and the contact number is 0845 601 3004.
Calls may be recorded
Remember to check your policy booklet to see if any of the damage is covered as you may be able to recover the cost, less any policy excess.
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How will I know if my claim is covered by my policy?
Our Teleclaims Service Representatives are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.
It may help you to read through the policy booklet along with your schedule of cover before ringing us to report your claim.
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What should I do if I believe my house is suffering from subsidence?
Subsidence is the downward movement of the ground supporting your house which usually results in the appearance of small diagonal cracks to the weaker parts of the home. These cracks normally appear above and below windows and doors.
We have a specialist subsidence unit that you may ring for advice or to register a claim on: 020 8686 3313 (ask for the subsidence unit).
Calls may be recorded
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Are there any organisations I can contact for counselling if I am upset by the incident?
Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.
Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.
Victim Support is the national charity offering victims of crime emotional support through trained volunteers. If you need a knowledgeable and sympathetic ear, their services are available 24-hours a day.
Simply call the Victim Support line on 0845 30 30 900 or have a look at their website at www.victimsupport.com
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Will my premium increase at the next renewal date if I make a claim?
Our home insurance policies include a 10% 'no claims discount', which is applied automatically at your first renewal if you have been claims free in the previous policy year. However, making several claims under your policy could result in an increased premium at the next renewal date. This depends on the number, type and value of claims you make. Our premiums are calculated individually and you will be notified in advance of the renewal date.
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Is my policy 'new-for-old'?
Yes, your policy is one of 'reinstatement' or 'new-for-old'. This means that all items (except clothing) will be replaced with the new equivalent without any deduction for 'wear and tear'.
For example, if you have damaged a 5-year-old television, we will replace it with the latest available equivalent model.
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How long will it take to sort out my claim?
Some claims are more straightforward than others - when you call to register your claim one of our Teleclaims Service Representatives will give you an indication of the timescales involved.
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Who will deal with my claim?
We have Claims Service Units, in Leeds and in Glasgow, and you will be advised which unit will be dealing with your claim at the end of your first telephone call to us. The details and contact numbers will appear on any written correspondence we may send to you.
Your contact numbers are:
Leeds - 0845 246 8416
Glasgow - 0845 246 8417
We also have a Technical Claims Unit - 0845 246 8413 which handles higher value and more complex claims.
Calls may be recorded
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What measures do Direct Line take to prevent fraud?
Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as quickly as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe it is important that we identify and avoid paying such claims, as they affect the cost of home insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of any fraudulent activities to the police.
There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to conduct checks for unusual features and fraud. We also share information about fraud with other companies within the financial services industry, the police and other bodies where the law allows us to do so.
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These pages are for information purposes only. They do not form part of the contract of insurance.
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