Q. Why should I choose Direct Line Breakdown cover?
A. We've challenged the existing products on the market by offering innovative, forward-thinking benefits, like our genuine No Callout Discount.
We also offer true choice in our breakdown cover levels and have introduced prices that reflect you and the car you drive, rather than charging inflated rates that are the same for everyone.
We have designed our product to provide masses of choice. This means that whatever your needs, we believe we can provide the right cover. We offer 4 levels of annual UK cover and 1 to cover Europe. For more information, please have a look at the summary of cover.
Q. What are your different levels of Breakdown cover?
A. We offer four levels of annual UK cover - Rescue, Rescue Plus, Recovery and Recovery Plus - and one additional cover for Europe - EuroPlus.
Rescue provides roadside assistance once you're 1/4 mile from home. If your car cannot be fixed at the roadside we'll take you and your car to a nearby suitable garage. We also offer a message service to let friends and family know that you have broken down.
Rescue Plus covers all of the above, plus your car is covered at your home address.
Recovery has all the benefits of Rescue, plus if it is apparent that we can’t fix your car by the end of the working day then we’ll take you, your car and any passengers to your original destination, your home address or a suitable garage.
Recovery Plus extends all the benefits of Recovery to your home address, plus a choice of either a hire car for up to 24 hours, the cost of alternative travel to return home or continue your journey, or B&B in a local hotel while your car is fixed if you are more than 25 miles from home.
EuroPlus offers protection when driving on the continent. This level of cover offers all the benefits of Recovery Plus in the UK as well as European roadside help, the cost of travel home for you and your car if necessary, plus free legal cover and more.
Q. How much does Direct Line Breakdown cover cost?
A. Our Breakdown cover prices, like car insurance prices, are individually tailored to match your personal circumstances, i.e. what kind of car you drive, where you live, how old you are. If you have a reliable car that you maintain well, you will pay less than someone with an older car that isn't kept in a reliable condition.
Q. What is the excess on my Breakdown cover policy?
A. Breakdown cover policies have no excess.
Q. Do I have Breakdown cover if I’m travelling in someone else’s car?
A. Unlike most providers, we don't insist that you pay for a service you may not have a use for; instead, we give you the choice to decide if you need this level of protection with our Personal cover option. This covers you whatever car you are travelling in - even as a passenger! And you can also extend this to include your partner, too. Personal cover is only available for incidents occurring in the UK.
Q. Do I have Breakdown cover if someone else drives my car?
A. With all our cover levels, your car is covered whoever is driving it.
Q. Will customers who have other Direct Line products get preferential treatment if they break down?
A. No. All our customers will receive the same service. The only priorities will be to those in vulnerable situations.
Q. Will I get a refund if I cancel my Breakdown cover during the policy year?
A. Providing you have not had a call-out in that period of insurance, you will receive a refund calculated on a pro-rata basis, less a cancellation charge of 50% of the annual premium. If you need to cancel your Breakdown cover, please call us and we will cancel it for you. No refund will be given for the cancellation of cover under European Cover.
Q. Do I get a discount on Breakdown cover if I am already a Direct Line customer?
A. Yes, we are offering our 3 million motor customers up to 25% discount off our top level UK breakdown cover - please call us for details about this offer. And don't forget, we also have a genuine No Callout Discount that reduces your premium if you don't call us out.
Q. How do I contact Direct Line Breakdown cover by telephone?
A. Our Lines are open 8am to 8pm Monday to Friday, 9am to 5pm Saturday, and 11am to 5pm Sunday.
Customer Hotline: 0845 246 8702
Already a customer: 0845 246 8708
24-hour Emergency Line: 0800 590 590 (Europe: +44 (0) 113 390 53 00)
Q. Does your Recovery scheme include for recovery if my car comes to a standstill within a contractors traffic management scheme?
A. Yes, we will attempt to recover your vehicle from the area where you have broken down, although this is road and traffic permitting. Consideration should also be given to the possibility of delays. On some occasions there may already be recovery, stipulating that you should remain with your vehicle and they will recover the vehicle to, for example, the side of the road or end of works. You may then use our service to be recovered from their drop off point. Providing that the road and traffic do not inhibit this, we will make every effort to reach you.
Q. What do I do if I need to cancel my breakdown cover?
A. Simply give us a call on 0845 246 8708 to discuss the options available.
Q. How do I know if my recovery agent is really from Direct Line?
A. We take personal security extremely seriously. We vet members of our recovery network. Our regional agents will carry an ID card and we’re able to advise customers of the name of the regional agent we expect to attend to their incident.
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