Coronavirus (COVID-19) update

You can get instant help 24/7 from our virtual assistant, or visit our Coronavirus help and support page for frequently asked questions about COVID-19. Customers who can’t pay now as a result of the Coronavirus pandemic, call us – we want to help you.

If you’re driving less, you may be able to temporarily lower your mileage and could be entitled to a refund. Find out more on our lockdown car insurance refund page.

For more information or to speak with a member of the team, please select a product below.

Use our virtual assistant to get instant help

Driving less because of lockdown?

Many customers are driving their cars less because of lockdown. Your insurance premium is partially based on estimated mileage, so if you’re not on the road as much, you may be due a refund.

Please note: If you have a DrivePlus telematics policy, you don’t need to do anything. We’ll refund you for any reduced mileage during the Coronavirus lockdown.

I'm driving less

Want to make a change to your car policy?

With My Account you can make changes to your car or home policy online. You can also request and upload documents.

Go to My Account

Do you have a policy to renew?

With My Account sorting your renewal out online is easy. Whether looking to accept or make a change to your renewal.

My Account

Got a question that needs answering?

We have the answers to many of your frequently asked questions, so this maybe the quickest option.

See FAQs

Complaints procedure

If you wish to make a complaint please view our complaints procedure.

Try web chat

Our web chat agents are fast and trained to answer your questions.

Still got a question? - Get in touch

If you haven't found your answer yet, it might be time to pick up the phone and get in touch.

Have a general enquiry or want to start a quote?

0345 246 3761

Opening hours:

  • Mon - Fri 8am - 7pm
  • Sat 9am - 5pm
  • Sun 9am - 2pm

Want help completing your online quote?

8am - 7pm

Opening hours:

  • Mon - Fri 8am - 7pm
  • Sat 9am - 5pm
  • Sun Closed

Make a claim

0345 246 8471

Opening hours:

  • Mon - Fri 8am - 6pm
  • Sat 9am - 2pm
  • Sun Closed

Existing claims

0345 600 2136

Opening hours:

  • Mon - Fri 10am - 3pm
  • Sat Closed
  • Sun Closed

Accident recovery

0800 269 015

Open 24 hours a day, 365 days a year.

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

Typetalk service

Direct Line supports the Typetalk service for people with communication difficulties.

To use use Typetalk, you'll need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

Sign language service

Available between Mon-Fri 8am-6pm

Frequently asked questions

Please provide your current renewal notice or a letter on headed paper from your previous insurer or broker confirming your No Claim Discount (NCD) and include the following details:

  • Previous insurer"s name
  • Previous insurer"s policy number
  • Your name
  • Policy expiry date
  • Number of years NCD

Please remember to include your Direct Line policy number when sending us your proof of your NCD.

It"s quick and easy to get your documents to us, you can upload a document of your NCD through our secure online portal, alternatively we accept original or copies of documents in the following ways:

Your NCD must be from a valid UK insurer and must not be older than 2 years. Your NCD must be expressed in number of years.

NCD proof should be sent to:

The Wharf
Neville Street
Leeds
LS1 4AZ

Please note that your NCD can only be used on one policy at any one time.

It"s your responsibility to provide us with proof of NCD.

If you'd like to cancel your Direct Line policy please call us on 0345 246 8706.

You may also suspend your policy for a period of time if you meet certain criteria. For example, if your vehicle has been written off following an accident and you haven't yet purchased a new vehicle. Just call us on 0345 246 8706. You'll need to continue your monthly payments if you pay by instalments.

When you buy:

If you cancel within 14 days of cover starting or you receiving your documents (whichever is later) we'll return any premium paid less a charge for the number of days for which cover has been given for your car insurance and give you a full refund* for Breakdown Cover, where selected.

If you cancel after 14 days on cover, we'll return any premium paid less a charge for the number of days for which cover has been given and an administration fee of £48.16 for car insurance and £11.20 for Breakdown Cover, where selected. All figures quoted are including Insurance Premium Tax where applicable.

*If you've made a claim or one has been made against you during the period of cover, you won't receive a refund.

When you renew:

If you're cancelling your policy within 14 days of the policy starting, we'll return any premium paid less a charge for the number of days for which cover has been given, providing you haven't made a claim.

If you're cancelling after 14 days of renewal, providing you've not made a claim, we'll return any premium paid less:

  • A charge for the number of days for which cover has been given; and
  • An administration fee
  • Full details of any applicable charges or fees will be discussed with you when you call us.

If you're cancelling due to a change in circumstances, you can amend or change your policy by calling us on 0345 246 8706.

You're unable to cancel your policy if there are any on-going claims against it.

Please call us on 0345 246 8706 to inform us of any changes. For information on when you need to inform us of specific changes, please refer to the policy booklet.

Have a general enquiry or want to start a quote?

0345 246 3761

Lines open:

Opening hours:

  • Mon - Fri 8am – 9pm
  • Sat 9am – 5pm
  • Sun 10am – 5pm

Want help completing your online quote?

0345 835 3500

Lines open:

Opening hours:

  • Mon - Fri 8am – 9pm
  • Sat 9am – 5pm
  • Sun 10am – 5pm

Already a customer?

0345 246 8706

Lines open:

Opening hours:

  • Mon - Fri 8am – 9pm
  • Sat 9am – 5pm
  • Sun 10am – 5pm

Make a claim

0345 246 8707

Lines open:

Opening hours:

  • Mon - Fri 8am – 9pm
  • Sat 9am – 5pm
  • Sun 10am – 5pm

24-hour accident recovery hotline

0800 269 015

24 hours a day, 365 days a year.

Not happy?

If you wish to make a complaint please view our complaints procedure.

Typetalk

Direct Line supports the Typetalk service for people with communication difficulties. To use Typetalk, you'll need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

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

Driving other cars is a standard inclusion under our private car policies and allows the policyholder to drive cars that aren't owned by them or hired to them, providing they have permission of the vehicle owner to use the vehicle. However, there are restrictions to this benefit such as age (must be over 25 at policy inception / renewal date) and occupation.

To find out if you have Driving Other Cars cover, check your certificate of insurance.

The cover provides protection against legal liability for death or bodily injury to a third party and damage to third party property. The cover is limited to third party only and should be viewed as emergency cover.