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.

For more information or to speak with a member of the team, please select a product below.

Use our Virtual assistant to get instant help

Want to make a change to your home policy?

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

Go to My Account

Home insurance claims

Are you ready to make a home insurance claim? Or do you have questions about your policy excess, whether you should claim, what’s covered and how to make a claim?

Whatever you need, we’ve got you covered.

Make a claim I want some help

Do you have a policy to renew?

With My Account sorting your renewal out online is easy. Whether looking to accept or make a change to your renewal.

Go to My Account

Got a question that needs answering?

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

See FAQs

Still got a question? - Get in touch

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

Home claims

0345 246 8412

  • Mon - Fri 8am - 6pm
  • Sat 9am - 2pm
  • Sun Closed

Emergency claims

0345 878 5081

Open 24 hours a day, 365 days a year


Legal claims

0345 600 2945

  • Mon - Fri 8am – 9pm
  • Sat 9am – 5pm
  • Sun 10am – 5pm

Home Insurance Plus travel claims

If you’re in the UK 0345 026 0246
If you’re abroad 01252 576150

General enquiries

0345 246 3564

  • Mon - Fri 8am - 7pm
  • Sat 9am - 5pm
  • Sun Closed

Complete a quote you have already started

0345 246 8372

  • Mon - Fri 8am - 7pm
  • Sat 9am - 5pm
  • Sun Closed

Complaints procedure

If you wish to make a complaint please view our complaints procedure.

Calls may be monitored and recorded. Call charges will vary.

Typetalk service

Direct Line supports the Typetalk service for people with communication difficulties.

To use use Typetalk, you'll need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

Sign language service

Available between Mon-Fri 8am-6pm

Frequently asked questions

Wherever possible, we’ll let you know during your first call to us whether your claim is covered by your policy. Before you call us, read through the policy booklet along with your schedule of cover– it might help you find the answer. If you’re still unsure, call our Claims Advisors. They have an excellent knowledge of the cover you’ve arranged with us.

Claims under your policy could result in an increased premium at your next renewal date. This depends on the number, type and value of claims you make. Our premiums are calculated individually and you’ll be notified in advance of the renewal date.

Yes. This means that all items will be replaced with the new equivalent. For example, if you’ve damaged a 5-year-old TV, we’ll replace it with the latest available equivalent model.

General enquiries

0345 246 3564

Lines open:
8am-9pm Monday to Friday,
9am-5pm on Saturday and
10am-5pm Sunday.

Already a customer?

0345 246 3564

Lines open:
8am-9pm Monday to Friday,
9am-5pm on Saturday and
10am-5pm Sunday.

Home claims

0345 246 8412

Lines open:
8am-8pm Monday to Friday
9am-5pm on Saturday.

Home emergency claims

0345 878 5081

Lines are open 24 hours a day, 365 days a year.

Legal claims

0345 601 2945

Lines are open 24 hours a day, 365 days a year.

Home Insurance Plus travel claims

In the UK:

0345 026 0246

Abroad:

01252 576150

We support the Typetalk service for people with communication difficulties. The phone number for Typetalk is 0800 515152.

Need to contact us by email or live chat? Please get in touch.

Calls may be recorded. Max call charge from a BT landline is 3p per minute. Calls from other networks may vary.

We’ll ask you what happened, when, and what action you've taken so far. We’ll ask you what you’re claiming for and the approximate cost(s) involved.

To report a claim, call 0345 246 8412. You’ll also need:

  • Your policy number.
  • The full address of the property covered under your policy.
  • A brief description of what happened and where the incident took place.
  • A list of the damaged items, including their original cost.
  • We’ll also ask you for a crime or loss reference number, if you’ve been a victim of theft, vandalism or lost items when outside of home.
  • Any relevant documents or photographs to support your claim.