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.

Using data obtained from quotes for 21,600 risk profiles from 166 companies (5,393,866 price quotations in total) on Direct Line’s website and on,, and between 01st April – 30th September 2019. The sample includes a range of consumers; aged 17-65+, includes all major car manufacturers, across all regions of Great Britain (excluding Northern Ireland).

For each individual case, only prices where both Direct Line and each rival brand in turn, quoted on all four of,, and were considered.

Consumer Intelligence confirms that the data collected has been independently calculated and is in accordance with relevant regulations.