COVID-19 Help and support

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?

It's easy

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
Try web chat

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

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.

Our phone lines are very busy right now, so there may be long wait times. Starting a claim, changing a policy or renewing your insurance can all be done online. For other queries, chat to our Virtual Assistant.

During the festive season

  • Christmas Eve & New Year's Eve 8am - 4pm
  • Christmas Day, Boxing Day & New Year's Day CLOSED
  • New Claims: 28th December & 2nd January 9am - 5pm
  • Existing Claims: 28th December 9am - 5pm
  • Existing Claims: 2nd January CLOSED

Otherwise it's business as usual, and our emergency helpline is still open 24 hours.

Home claims

Call us on 0345 246 8412

Opening hours:

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

Emergency claims

Call us on 0345 878 5081

Open 24 hours a day, 365 days a year

Legal claims

Call us on 0345 601 2945

Opening hours:

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

Home Insurance Plus travel claims

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

General enquiries including brand new quotes

Call us on 0345 246 3564

Opening hours:

  • Mon - Fri 8am - 8pm
  • Sat & bank holidays 9am - 5pm
  • Sun 9am - 4pm

Complete a quote you have already started online

Call us on 0345 246 8372

Opening hours:

  • Mon - Fri 8am - 8pm
  • Sat 9am - 5pm
  • Sun 9am - 4pm

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

Connect now Find out more

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 and new quotes

Call us on 0345 246 3564

Opening hours:

  • Mon - Fri 8am - 8pm
  • Sat 9am - 5pm
  • Sun 9am - 4pm

Online quote help

Call us on 0345 246 3564

Opening hours:

  • Mon - Fri 8am - 8pm
  • Sat 9am - 5pm
  • Sun 9am - 4pm

Already a customer?

Call us on 0345 246 3564

Opening hours:

  • Mon - Fri 8am - 8pm
  • Sat 9am - 5pm
  • Sun 9am - 4pm

Home claims

Call us on 0345 246 8412

Opening hours:

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

Home emergency claims

Call us on 0345 878 5081

Lines are open 0345 878 5081.

Legal claims

Call us on 0345 601 2945

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

Home Insurance Plus travel claims

In the UK:

Call us on 0345 026 0246

Abroad:

Call us on 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.
Visit our FAQs