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.

Customer reviews you can trust

Direct Line strives to provide each of our Home Insurance customers with the best possible service. A great way to know how well we’re doing is through customer feedback, and that’s why we work with independent ratings provider Reevoo. By collecting genuine customer reviews Reevoo provides an unfiltered view on how satisfied our customers are with their products and services.


About Reevoo

Impartial

Reevoo never removes or edits bad reviews, but won’t publish reviews with swearing or spam. If a Direct Line customer leaves a bad review you’ll be able to read it.

Independent

Reevoo collects consumer reviews for over 100 companies. Its independence means it can’t be swayed by the companies it works with.

Trustworthy

Reevoo only collects reviews from verified customers. There are no fake or paid reviews to swing customer opinion in our favour.