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.

Been in an accident that was the fault of a Direct Line policyholder? We can help you get back on the road swiftly. Third Party Vehicle Solutions is a free service that will save you time and stress. Benefits include:

  • Our approved repairer can pick up your car if necessary
  • We’ll provide a replacement vehicle if you need it
  • The car rental company will contact you within one working hour, and the repairers will be in touch within three working hours
  • You don’t need to have an open claim on your own policy because we deal with it through our policyholder
  • There’s no excess charge to you and no changes are made to your No Claim Discount

If you were also injured as a result of the accident, you can find out more at