Car insurance claims
Claims contact details
Need to make a claim? We're here to get you back on the road
If your car has been stolen you should report the theft to the nearest Police
Station and obtain a crime reference number before calling us.
Call: 0845 246 8471
Lines open: 8am-9pm Monday to Friday, 9am-5pm Saturday, 10am-5pm Sunday, and 9am-5pm Bank Holidays
Out of hours call: 24-hour Accident Recovery Helpline
Call: 0800 269 015
Calls may be recorded
Our accident claims process
- Accident claims process
- Reporting your claim
- What happens next
- Finalising your claim
- Windscreen claims
- Behind the scenes
Frequently asked claims questions:
Dishonestly providing information with the intention for financial gain is fraud and may invalidate the insurance cover. We take fraud very seriously and use specialised fraud detection processes to identify any such claims. To help us prevent fraud and money laundering your details will be submitted to fraud prevention agencies and other organisations where your records may be searched. If you provide false or inaccurate information, we will record this; we may share it with other organisations and it may invalidate your insurance. We can send you further details on how your information may be used.Back to top
Do I need to contact the police after an incident involving my car?
If your car has been stolen you should report the theft to the nearest Police Station and obtain a crime reference number. If you have been involved in an accident and there are injuries to another person you should also report the accident to the Police.
Then contact our Personal Claims Advisers who will take the details from you. After this, a number of insurance industry database checks designed to protect our customers from fraud are carried out. A Claims Assessor may also be appointed to discuss the claim with you.
When our enquiries are successfully completed an offer will be made to settle your claim.Back to top
Who repairs my car?
One of our Network Repairers will repair your car. Our Network Repairers are approved garages which have been appointed by Direct Line to provide the highest customer service and quality of repairs for our customers.
In most cases the Network Repairer has the authority to carry out the repairs to your car immediately.
Each repair is carried out in accordance with recognised industry standards, it is guaranteed for at least 5 years and all replaced parts are approved by the car manufacturer.
Our own Engineers regularly visit the Network Repairers to ensure that our high quality standards are met.
We also have our own accident repair sites which allow us to understand the latest repair technology and ensure that the best possible standards are being adopted for our customers.Back to top
What happens if I want to use my own repairer?
You can use a repairer of your own choice but doing so means that we can't guarantee the work and you will need to obtain an estimate for us to approve before work can commence.
If my vehicle is a total loss what will I receive in settlement?
A Direct Line Engineer, or one appointed by us, will inspect your car and place a value on it. We obtain our valuation by researching market trends and car value guides.
We take into account the condition of the car before the incident took place including the bodywork, mileage and interior.
The engineer will contact you to discuss the valuation and, once settlement has been agreed, they will arrange for your Personal Claims Adviser to carry out a series of industry database checks designed to safeguard our policyholders against fraud. Once these have been successfully completed, payment will be sent to you, subject to the deduction of any excess.Back to top Back to top
Third Party Fire and Theft - Covers you for claims made by other people for bodily injury or damage to their property following an accident, plus your car is covered if it is stolen or damaged by fire.
Third Party Only - Covers you for claims made by other people for bodily injury or damage to their property following an accident.Back to top
What is a Policy Excess?
This is the part of the claim that you agree to pay - we cover you for the remaining amount. The Personal Claims Advisor will inform you of the amount and details can also be found in your policy schedule. You should get the excess back if an incident is proven to be the fault of another driver and, if you have Direct Line Motor Legal Protection cover we will also pay upto £100,000 in Legal costs to help recover any uninsured losses from the party at fault as long as it is more likely than not that your claim will succeed. You will only pay an excess when there is damage to your car or if it has been stolen.
After this, we will try to recover our outlay from the person responsible for the accident. If we are successful then making the claim will not affect your No Claims Discount. If you have Direct Line Motor Legal Protection cover we will also help you recover any uninsured losses that you cannot claim back from any insurance policy.
If the incident circumstances are straightforward this is usually a short process and, whilst in the majority of cases we are successful, we can't guarantee to always get our money back as sometimes the unexpected does happen.Back to top
What happens if the accident was my fault?
If you have comprehensive cover we will arrange the repairs to your vehicle or its inspection if it is likely to be a total loss and we will also handle the other driver's claim as quickly as possible.
If you receive any correspondence from the other driver or their insurers please forward it to us and we will respond on your behalf.Back to top
What if the other driver disputes the accident circumstances?
We will do our very best to persuade the other driver, or their insurer, that the accident was their fault by presenting them with all the evidence we have gathered and you have provided us with.
We will always attempt to defend your position, but on occasions if the evidence does not fully support either driver's version of the incident, everybody involved may have to take some responsibility. If this happens we will negotiate the best possible settlement with the other driver.
What are Uninsured Losses?
Uninsured losses are costs for which you are responsible. Examples are, the policy excess, the cost of a hire car and any medical expenses you may incur. However, if you have Direct Line Motor Legal Protection cover we will pay any reasonable cost of legal proceedings against another person who is responsible for the accident, if it results in injury to you or uninsured losses being incurred.
These pages are for information purposes only. They do not form part of the contract of insurance.
Calls may be recorded.Back to top
If you need to make a claim, we'll do all we can to get you back on the road as soon as possible. Follow our step-by-step guide.Claims information
Direct Line offers a range of discounts to help bring down the cost of car insurance. See how much you could save.
Behind the scenes
Take a look behind the scenes of a Direct Line claim - from letting us know what happened to collecting your car.
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