Coronavirus (COVID-19) update

Last updated: 27th 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.

Car Maintenance Services, provided by RoadServe, ended on 30 June 2019 and is no longer available to Direct Line Motor customers. However, we’re able to offer the Green Flag Booking Service as an alternative service on a temporary basis.

What you need to know

In order to provide eligible Direct Line Motor customers with an alternative service, whether already registered or not, we’ve teamed up with partner brand Green Flag. The Green Flag Booking Service is free and will run until the first renewal of your Direct Line Motor policy that falls on or after 1 July 2019.

What does the Green Flag Booking Service offer?

Green Flag will find and book you a local garage for a service, mechanical repair or MOT. Once the work has been carried out and you’ve paid for it, Green Flag will check your invoice and give you a rebate on standard retail rates. Like RoadServe, Green Flag aims for at least 10% of customers to save 50% or more on their MOT, servicing and mechanical repairs. Only work booked through Green Flag will be eligible.

Please be aware, Green Flag won’t be able to offer the 12-month guarantee on parts and repairs that was provided by RoadServe. The garage where your service, mechanical repair or MOT is carried out will be responsible to you for the work in accordance with their own terms and conditions, rather than Direct Line or Green Flag. In addition, bodywork isn’t covered and the service won’t offer the benefit of a mechanical expert to deal with the garage on your behalf.

Although Green Flag isn’t able to provide the MOT reminder that RoadServe did, the government offers a free reminder service. Just click the following link:

How do you make use of the Green Flag Booking Service

Using this service is easy. To book a service, MOT or mechanical repair on or after 1 July 2019, just call 0345 877 6649, and have your Direct Line policy number handy.

There’s no need to call to register.

What if you have a booking with RoadServe?

To discuss an existing booking made with RoadServe, you can call them on 0330 333 7103.