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.

Did you know that increasing your voluntary excess payments could reduce the premium on your Car Insurance? For a good deal better from Direct Line, it’s worth getting clued up about…

What is excess?

Excess is an amount of money you usually have to pay when you make a claim on most kinds of insurance – Direct Line Car Insurance, Home Insurance and Travel Insurance, for example. The amount you pay is agreed when you take your policy out.

With Direct Line Car Insurance, you only pay the excess amount when you make a claim under our Comprehensive and Third Party Fire and Theft Car Insurance policies.

How much excess do I pay?

The amount of excess you pay depends on a number of factors, including what type of car you have and who will be driving it. This figure is made clear when you apply for a quote and receive your personal policy documents.

Who do I pay my excess to?

If you make a claim and your car needs repairing under the terms of your policy, the agreed excess should be paid direct to the approved repair garage.

If your car is written off, the excess will be deducted from any settlement payment you confirm with us.

If your car was damaged in an accident that was another driver’s fault – and is accepted by the third party’s insurer – you should be able to reclaim your excess payment back from them.

Need to make a car insurance claim?

Our team is ready to help you if you need to make a claim.

Make a car insurance claim

A good deal better with Direct Line

With Direct Line Comprehensive Car Insurance, you also get the benefit of our ‘Uninsured Driver Promise’: If you claim for an accident that is not your fault and the driver of the car that hits you is not insured, you won’t have to pay any excess (or if you do, it will be refunded as soon as ‘no fault’ is declared).