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.

Still got a question? - Get in touch

Check out the options below and find the right number to call.

Apply for life insurance

0800 0778 297

Call for free

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

(except bank holidays)

Apply for Over 50s Life insurance

0800 0778 306

Call for free

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

(except bank holidays)

Existing customer?

Direct Line Life Insurance policy provided by AIG

For policies taken out after 22 July 2019

Enquiries 03303 900513
Claims 03303 039985

  • Mon - Fri 8.30am – 8pm
  • Saturday 8.30am – 5.30pm

(except bank holidays)


Welcome gift queries

01565 656 144

  • Mon - Fri 9am – 5.30pm

Policy provided by Legal & General

Taken out between 1 January 2013 and 19 July 2019

Enquiries 0370 060 0851

  • Mon - Fri 8.30am – 6pm
  • Saturday 9am – 1pm

Life insurance claims
0800 137 101

Critical illness claims
0800 068 0789

  • Mon - Fri 9am – 5.30pm

Policy with Countrywide Assured
(formerly Protection Life/Direct Line Life).

For policies taken out before 6 July 2011

General enquiries and claims
0345 3000 144

  • Mon - Fri 9am – 5pm

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

Complaints procedure

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