Making a car claim

This is what you need to make a claim:

Your policy number and personal details
Information on what happened, where you are and if the car is driveable
Details of any third parties or passengers involved
Details of any people who witnessed the incident
A crime reference number if the police are involved

Even if you don’t know all this information, you can still report a claim. Get in touch. We’re here to help!

24 hour accident recovery helpline

0800 269 015

General claims

0345 246 8471

Need to make a claim on your windscreen?

Our windscreen partner Autoglass will handle it - just make sure you have your registration number and car details ready. Autoglass. They'll guide you all the way.

Go to Autoglass

For general claims, please give us a call during our opening hours:

During the festive season:

We're open 8am - 4pm on Christmas Eve
and New Year's Eve.

We're closed on Christmas Day, Boxing Day and New Year's Day.

Otherwise it's business as usual, and our recovery helpline is still open 24 hours.

Mon-Fri: 8am-6pm
Sat: 9am-5pm
Sun: 11am-5pm

Calls may be monitored and recorded.
Call charges will vary.

Frequently asked questions

: q1 Would I have to pay anything extra if I make a claim under Direct Line Motor Legal Protection cover?

No, you only pay the annual premium. All expenses related to your legal claim are covered by the policy.; q2 What happens if your car is written off?

If your car is damaged, it may be more expensive to repair than to replace it. In insurance-speak, this is called a 'Total Loss'. In these cases, we need to put a settlement value on your car.

If your car is less than one year old and you're the first and only registered owner, we will try to offer you a permanent replacement vehicle of the same make and model. This will enable you to get back on the road as quickly as possible with the minimum amount of hassle.

Where a replacement isn't possible, your claim will be settled based on the market value of your car when the accident happened, less any excess that may apply.

If your car is more than one year old and is written off, there are several options available to you.

You can choose to accept a settlement cheque, sourcing and buying a replacement vehicle yourself.

Alternatively, you can allow us to search for a replacement car using our trusted nationwide network. There is an element of flexibility here, allowing you to upgrade the car by adding your own money, or downgrading and pocketing the extra value as cash. The choice is yours.

This service excludes theft claims, and the minimum price of the replacement car is £3500. It's also subject to vehicle availability – we may not be able to find an exact match for your car.; q3 How long do claims take to complete?

Unfortunately as every claim is different we are unable to give a definitive timeframe for the length of a claim. However we promise to process your claim as quickly as we can and cause you as little disruption as possible.; q4 In the event of a claim, can I use a garage of my choice?

Yes you can, although if you use one of our recommended garages all parts and repairs will be guaranteed for 5 years.

Have another question about car insurance?

Visit our FAQs