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.

What will I be asked for?

  • Your car registration number
  • The name of the policyholder
  • The home address for the policyholder
  • Your location
  • What happened

For the hard of hearing, please send a text message starting with the word RESCUE followed by your message to 61009.

Direct Line customers

From the UK call
0800 590 590

From Europe call
+44 (0) 113 390 5300

Green Flag customers

From the UK 0800 051 0636 / 0141 349 0353

From Europe +44 (0) 141 349 0516

Go to Green Flag

Calls are charged at the prevailing international rate. Calls may be monitored and recorded. Call charges will vary.

Frequently asked questions

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.

Who should I call if my car breaks down?

Please call us on 0800 590 590.

With all our cover levels, your car is covered whoever is driving it.

We would give priority to anyone in a vulnerable position in a breakdown situation. This would include drivers travelling with children in their car, or someone in a hazardous position.