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If you have a question, we have the answer

We're getting a lot of calls right now. Save time and see if you can find your answer online.

Want to make a change to your policy?

It's easy

With My Account you can make changes to your car or home policy online. You can also request and upload documents.

Got a question that needs answering?

Check out our FAQs

We have the answers to many of your frequently asked questions, so this maybe the quickest option.

Unsure if your policy will renew automatically?

Check your renewal letter

You'll get a letter from us at least 21 days before your policy ends to confirm the automatic renewal. Rest assured, we'll never leave you without cover.

Considering a change to your policy renewal?

Let us know

Instead of calling, give our web chat service a go — it will pop up on your page.

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Try web chat

Our web chat agents are fast and trained to answer your questions.

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8am - 9pm
9am - 5pm
10am - 5pm

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Still got a question?

Give us a call

If you haven't found your answer yet, it might be time to pick up the phone and get in touch.

Select a product below to start a conversation with the right person.

Our pick of helpful questions

Why doesn’t my Quote & Policy Manager password work?

If your password’s not working, or you’ve forgotten it, we can easily fix it.

Reset your password here.

Is my payment secure?

Our online payment system is very secure. We take data protection seriously and pride ourselves on having a high level of security for all your personal and sensitive information. We have more information on this, if you want to find out more.

How do I provide proof of my NCD?

Providing proof of your NCD is pretty straightforward.

You’ll need to provide your current renewal notice or a letter on headed paper from your previous insurer or broker confirming your No Claim Discount (NCD) and include the following details:

  • Previous insurer's name
  • Previous insurer's policy number
  • Your name
  • Policy expiry date
  • Number of years NCD

Don’t forget to include your Direct Line policy number when sending us proof of your NCD.

The quickest and easiest way to send us your NCD proof is through our secure online portal.

Alternatively we accept original or copies of documents in the following ways:

Remember, your NCD must be from a valid UK insurer and must not be older than two years. It must also be expressed in number of years.

If you choose to send your NCD proof by post, the address is:

Direct Line
The Wharf
Neville Street

Please note that your NCD can only be used on one policy at any one time and it's your responsibility to provide us with proof of NCD.

Is my home policy 'new-for-old'?

Yes. This means that all damaged items will be replaced with a new equivalent. For example, if you’ve damaged a five-year-old TV, we’ll replace it with the latest available equivalent model.

How do I get a copy of my home or car insurance certificate?

You can get a copy of your home or car insurance certificate online.

Once your request has been processed you should have your certificate within five working days.

Remember: if you tax your vehicle online, you don’t need a copy of your insurance documents as the DVLA check this automatically for you.

Request a copy of your car insurance certificate
Request a copy of your home insurance certificate

You can also request a copy of your certificate by calling us on 0345 246 8706 for car or 0345 246 3564 for home.

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Things you need to know about Over 50s life insurance:
Premiums stop after your 90th birthday but you still enjoy cover for the rest of your life. In the first year, if you die from natural causes we will refund any premiums, or if you die as a result of an accident, we will pay your cash sum. After the first year regardless of the cause of death we will pay your cash sum. Depending on how long you live, the total sum paid in premiums may be more than the cash sum payable on death. If you stop paying your premiums before the end of your policy your cover will stop 30 days after your missed premium and you won’t get anything back. This isn’t a savings or investment product and has no cash value unless a valid claim is made. Inflation will reduce the buying power of your cash sum in the future.

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