Direct Line CashBack FAQs - WEB


Will I get CashBack?

This will depend on your score. You’ll need a minimum score of 74, driven at least 250 miles driven per quarter and your policy has to be in force.

A quarter is made up of 3 months.

Will I get CashBack if I cancel my policy or delete the app?

CashBack will only be paid where a complete quarter’s driving has been recorded. If you cancel your policy or delete the app at any point during the quarter no CashBack will be paid.

When will I receive my CashBack?

You’ll receive your CashBack cheque within 30 days of the last day of the quarter.

When will my CashBack be calculated?

Your driving score after three, six, nine and twelve months from the start of your policy will be used to calculate a CashBack amount. Each quarter your score will be reset, which will help you earn CashBack each quarter.

How do I know the CashBack amount?

You can view the CashBack amount you’re on track for in the DrivePlus app.

You can download the app from the App Store and Google Play Store or on the DrivePlus portal by

We’ll also send you monthly updates by email.

Where will the CashBack be sent to?

The CashBack cheque will be sent to the address we hold on file for you (main policy holder) and made payable to you.

I haven’t received my CashBack. What should I do?

You’ll receive your CashBack cheque within 30 days of last day of the quarter. If you haven’t received your CashBack cheque by then, please call 01565 831130.

Does my CashBack expire?

You have up to 6 months after receipt of your CashBack to redeem your cheque. We won’t be able to re-issue expired cheques.


Why should I download the DrivePlus app?

The DrivePlus app is a requirement of DrivePlus CashBack. It monitors your driving via GPS and helps you to keep track of your driving score and the CashBack amount you’re on target to get each quarter. It also provides you with feedback on how to improve your score and increase your CashBack award.

Where can I download the DrivePlus app?

You will receive a link in the welcome email.

How much data usage will the app need?

For a typical day’s commute of 1 hour each way to work at 28mph, roughly 4.2MB of data will be used, which is the size of an average digital photo. Costs will vary by network, but will typically be covered by many contracts.

How much memory is required to save my driving data?

Typical journey data uses less space than a digital photo and is deleted after transmission.

Why has DrivePlus not saved /recorded my journey?

Auto Start-Stop recording switched on
If you have enabled auto-start your journeys should be recorded automatically. However there may be situations where a journey is not picked up by the app. Under normal use the majority of your journeys should be recorded and saved, if not please contact customer support via

Auto Start-Stop recording switched off
Please make sure you press the start button on your Dashboard before you start every journey. All journeys recorded should be saved. If your recorded journeys are not saved please contact customer support via

Do I need to use a charger?

No but running any application that uses GPS consumes power. While you don’t need to use a charger, using a car charger is often a convenient way to stay powered.

What happens if I get a phone call?

The application continues to run in the background, allowing you to handle a call.
Stay safe: it’s against the law to take calls while you’re driving, unless you’re using Bluetooth or a hands-free kit.

Telematics Device (Plug-in):

Will I get a telematics device to plug into my car?

You will get a Plug-in via post if you have a compatible Smartphone and car and the phone supports Bluetooth). The Plug-in will pair with your DrivePlus app. Please remember to switch on the Bluetooth on your Smartphone each time you drive.

When will I get the Plug-in?

You will get the Plug-in up to 14 days after you have signed up for DrivePlus CashBack.

How do I make sure the Plug-in is paired with my phone?

Activate Bluetooth on your Smartphone and select ‘Plug-in’ from the devices in range menu. Your Smartphone will then pair with the Plug-in in your car. Make sure you enable Bluetooth each time you drive. Thereafter your phone will automatically pair with the Plug-in.

Will the Plug-in damage my car?

If it’s fitted properly, then no.

What happens if the Plug-in doesn’t work?

If there’s a problem with the Plug-in that can’t be fixed remotely, just send the Plug-in back in the pre-paid envelope and we’ll send you a new one. If you don’t have the envelope, just email

How are my scores calculated?

Comparative Speed (or Speed Comparison) component

Contextual speed looks at other road users with a black box who have driven the same stretch of road as our customer [you] it then compares their [your] speed to that and provides a score accordingly. We do not use speed limits.

If you have a low score, it means that on average you are driving at a different speed to most other people do on the same roads, and you are more at risk of having an accident.

If you have a higher score, it means that you are driving at speeds that are similar to other drivers.

Smooth Driving component

This score is based upon how smoothly you drive during a journey.

Harsh braking and frequent speed changes will affect your score as this indicates your awareness of hazards and ability to make safe decisions in good time.

Road Risk component

This score looks at the geography and features of the roads that you drive on and measures which have complex structures and or historically high crash rates per number of vehicles.

A low score indicates that you may be driving on roads which are ‘accident blackspots’ or have features which mean that they are riskier to drive along. If you're driving on roads identified as high risk, please take extra care.

A higher score means that the roads that you have driven on have been less hazardous historically.

Time of Day component

Our accident data tells us that there are times of the day that are more dangerous to be driving.

The time of day score is calculated by the proportion of your journey that you have driven during higher and lower risk times.

Length of journey component

This score calculates the time that you have been driving, and your score will reduce over a long journey if you do not stop to take a break.

How are my component scores combined?

At the end of each journey, your component scores are combined to give an overall journey score.

Not all components are equally weighted, some have a higher significance.

Your quarterly score is in turn made up of each journey score combined together. This score is re-set at the end of every quarter.

Your overall score is made up in the same way as the quarterly score, but is not reset during the policy term.


How do I cancel my participation in CashBack?

If you wish to cancel your participation in DrivePlus CashBack, you will need to call us on 0345 303 5709.

What happens if I change my car?

Simply continue using the app in your new car. If you received a Plug-in, it from the OBD socket and re-install it in your new car. You’ll need to make sure that you contact us to let us know of the changes.

What happens if my car is written off?

If you want to continue on DrivePlus we might be able to send a replacement Plug-in for your new car. Please email

What data are you going to collect?

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

What does ‘comparative speed’ stand for?

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.

What will you do with the data you collect?

We’ll analyse the data in to build up a picture of your driving habits and behaviours. Using this data we hope to provide you with better and cheaper insurance. For more details, please look at the Terms & Conditions.

Who is U K Insurance Limited?

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.

Who will be able to view my information?

A controlled group of U K Insurance Limited staff involved in the project as well as suppliers who provide the service to U K Insurance Limited.

Will my information be shared with other organisations?

No. Information which identifies you won’t be shared with organisations outside U K Insurance Limited and their approved suppliers.

Who does U K Insurance Limited work with?

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

Will my information be shared with the police?

If your car is stolen and we’re able to locate it, we might share the current location information with the police so that it can be recovered. We’ll only share data in other circumstances if we need to do so by law. This is the case with the information we hold about customers now.

Will I be able to see any of the information from the Plug-in on the web site or app?

Yes, you’ll be able to track your own data on the DrivePlus Portal on or on the DrivePlus app.

Can I use DrivePlus driving records for my tax return?

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

What happens if I break the speed limit?

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.

How secure is my driving data?

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