Coronavirus (COVID-19) update

Last updated: 7th April 2020

Please be aware we can only accept new business online. With the exception of life insurance, customers can’t currently buy insurance over the phone.

Existing customers: We’re ready and able to help, but at times we can be busy. Please bear with us.

Use our virtual assistant if you have questions about your renewal or want to make a change to your policy. 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, check your insurance still meets your needs, you don't need to contact us in order to renew.

Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

For frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Awards and Scores

Your award represents a snapshot of your score and achievement at a point in time. You can achieve the following awards Bronze = a score of 74-76, Silver a score of 77-81 score and Gold = a score of 82-100. Achieving an award means you’re on track to receive a discount at renewal.

Once a month you’ll get an update on your progress with some hints and tips on how to improve your driving so you can hit your goal.

Your score can improve as well as go down.

App and web portal

The DrivePlus app helps you to keep track of your driving score. It also provides you with feedback on how to improve your score.

You will receive a link in the welcome email.

After you‘ve registered on the DrivePlus Plug-in portal via www.mydriveplus.com/register, you‘ll be asked to choose a username and password. You can then view your driving information and keep track of your score via the portal on www.mydriveplus.com.

Device

DrivePlus Box: Typically about 1 hour.

DrivePlus Plug-in: The device will take you roughly 5 minutes to fit.

DrivePlus Box: The device is about the size of a mobile phone and will be located out of sight, typically in the dashboard area.

DrivePlus Plug-in: The device is fitted on to the On-board Diagnostics socket (OBD). To find the location of the OBD socket in your car, please visit the DrivePlus Plug-in portal on www.mydriveplus.com.

DrivePlus Box: To get the box installed, we‘ll arrange a location with you. We install DrivePlus Boxes in mainland England, Scotland and Wales. The location must be off road and must not be in a public car park.

DrivePlus Plug-in: You fit the device yourself.

DrivePlus Box: Ensure that you contact us to notify us of any changes and we‘ll stop collecting data from the telematics device within 14 working days of you notifying us. Depending on you car’s compatibility we‘ll send you a DrivePlus Plug-in or install a new DrivePlus Box. If you‘ve any questions, please email support@directline.com

DrivePlus Plug-in: Simply remove it from the OBD socket and re-install the device in your new car. Ensure that you contact us to notify us of any changes.

DrivePlus Box: We‘ll be able to identify if there’s a problem with the device and we‘ll then arrange a convenient time and place for you to bring the car. We’ll then be able to take a look at the device to see what the problem is.

DrivePlus Plug-in: If there is a problem with the device that cannot be fixed remotely, we‘ll organise with you to return the device to us in the pre-paid package and we‘ll send you a replacement.

General

DrivePlus Box: If you wish to continue on DrivePlus we may be able to send a DrivePlus Plug-in or fit a new DrivePlus Box.

DrivePlus Plug-in: If you wish to continue on DrivePlus we may be able to send a replacement device for your new car.

DrivePlus Box: We‘ll switch off the device and remove you from DrivePlus.

DrivePlus Plug-in: We‘ll switch off the device and remove you from DrivePlus. You‘ll be required to remove the device and return it in the pre-paid package.

We are going to collect a variety of data to show us how and when your car is driven. This‘ll include things like time of day, speed and type of road. For more details, please refer to the Terms & Conditions.

It’s our measure of speed. It measures your speed in comparison to other road users. It doesn’t take speed limits into account. If our feedback suggests you are performing poorly on 'comparative speed’ it means you are driving faster than other users of that road.

We strongly advise all drivers to obey the Highway Code and drive in accordance with the law. Your score is not calculated using the speed limit and the speed you are travelling at relative to the speed limit will not be used to influence the cover we provide to you under your existing insurance.

No, DrivePlus is not designed to track your mileage for any tax returns.

We‘ll analyse the collected data in order to build a picture of driving habits and behaviours. Using this data we hope to provide our customers with better and cheaper insurance. For more details, please refer to the Terms & Conditions.

U K Insurance Ltd underwrites the insurance policies of Direct Line. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ Registered in England and Wales No.1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202810.

A controlled group of U K Insurance Limited staff involved in the project as well as suppliers who provide a service to U K Insurance Limited. You‘ll be able to track your own data on the DrivePlus portal on www.mydriveplus.com.

No information which identifies you as an individual will be shared with organisations outside U K Insurance Limited and their approved suppliers.

U K Insurance Limited works with suppliers - these are companies that provide and/or install telematics devices. Our scheme suppliers collect and transmit data to us when telematics devices are switched on and analyse that data on our behalf.

In the event that your car is stolen and we are able to locate it, we may share the current location information with the police in order to facilitate its recovery. We‘ll only share data in other circumstances if required to do so by law as is the case with information held about customers now.

Yes, you‘ll be able to track your own data on the DrivePlus portal on www.mydriveplus.com.

Yes, the data may be used in two ways:

  • The technology should alert us of any accidents your car may be involved in. This would then let us call you in order to provide any necessary support.
  • In instances of disputed liability (where there is disagreement about who is responsible for an accident) data from the telematics device may be used to help us determine who was at fault.

DrivePlus Box: If you require the device to be removed you‘ll need to contact us. We‘ll then arrange an appointment to get the DrivePlus Box removed.

DrivePlus Plug-in: Simply unplug the device and return it using the pre-paid package supplied.

There’s no need to worry. We‘ll appoint and pay for an engineer to remove the DrivePlus Box.

All driving data, transferred between all relevant parties, adheres to the highest level of security and we ensure our partners have the same level of security. For more details, please refer to the Terms & Conditions.

If you don’t install and use the DrivePlus device supplied to you then we reserve the right to remove any discount that we‘ve applied.