Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can't buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Why choose Direct Line?

Here's how we compare

Direct Line MoreThan Aviva Admiral
Admin fee for adjustments made online* £0 £0 £8.96 £19.50
Items ready to send two hours after approving your claim**
Choice of cash or replacements***
Severe leak response time communicated
Plan agreed and into action within 24 hours ****

Sourced from insurers policy booklets, mystery shopping and websites. * Data correct as of April 2017 | ** Data correct as of June 2017 | *** Data correct as of June 2017 | **** Competitor information sourced by information collected by calling the insurer (mystery shopping), insurer websites and competitor policy booklets as of January 2018.

Frequently asked questions

This comes as standard with our Direct Line Home Plus insurance. It can also be added on as an optional extra with our Home Insurance at an additional cost. Emergency plumber cover is part of our Home Emergency add on.

We will provide cover for your contents whilst in storage, but only when using a professional storage facility, for up to 72hrs. Your contents would also be covered against accidental loss or damage whilst you are in the process of moving.

Dependent on your individual claim circumstances and the cover in force, we can (if safe to do so):

Carry out a risk assessment to identify potential hazards, including asbestos cases for onward appointment of relevant experts

Test/make safe electrics or carry out temporary installation work

Remove standing water/items damaged beyond repair, including sodden carpets, floor coverings and wallpaper

Clean/sanitise areas, including application of an antimicrobial / biocide to tackle potential issues with mould and bacteria

Take moisture readings - to confirm which areas are wet and require drying

Install dehumidifiers/fans/air movers to start the drying process

Capture damage on camera

Yes, there is a £450 Escape of Water excess that will apply to all claims

In some cases after an insured event, your home may be uninhabitable and accommodation arrangements will be made.