Life insurance - get in touch

We’ve put together some answers to the 5 most common questions you ask us.

How much life insurance cover should I get?

You choose how much life insurance to buy. You might want your policy to pay out the value of your mortgage, or a specific lump sum for your dependants, or provide enough to cover both. To help you get an idea of how much cover you might need, take a look at our cover calculator.

What if I need to make a change to my policy?

You can make changes to our policies, like:

  • Changing the term of your policy
  • Increasing or decreasing your cover amount
  • Changing between monthly and annual premiums
  • Removing someone from a joint policy when cover is no longer required for them
  • Splitting a joint life policy into two single life policies in the event of divorce, dissolution of a registered civil partnership, or taking out a mortgage in the name of one person on the policy.

Terms and conditions apply. For more information, please read the policy terms and conditions or get in touch with us.

Can I cancel my life insurance at any time?

Yes. Just contact us if you want to cancel. Once you cancel your Direct Debit payments, your cover will stop and you'll no longer be insured.

Can my mortgage be covered with life insurance?

This depends on the whether you take out Level or Mortgage Decreasing Term Assurance, the amount of cover you take, and the length of the policy you choose. Your choices need to be made after you consider your mortgage product, outstanding mortgage and mortgage term. If you have an interest-only mortgage, your outstanding mortgage loan stays the same until you repay it at the end of the mortgage term. Level Term Assurance could cover this type of mortgage. If you have a repayment mortgage, Mortgage Decreasing Term Assurance may be more appropriate. The amount of cover reduces broadly in line with the decrease in your outstanding mortgage loan.

If my policy includes life and Critical Illness Cover, does that mean it could pay out twice, once when I'm diagnosed with a critical illness and then again if I die?

No, your policy can only pay out once. This would happen on diagnosis of a specified critical illness or on death during the policy term. Your policy ends once a valid claim has been made and the cash sum paid out. There is an exception to this if your claim is for carcinoma in situ of the breast treated by surgery, low-grade prostate cancer requiring treatment, or a children's critical illness claim. The policy will continue as normal after a pay out in one of these circumstances.

Give us a call.

Have you checked our most frequently asked questions?
If you still can’t find the answer, then please give us a call.

Apply over the phone:

0800 145 5522

Lines open:

Mon - Fri: 8am - 8pm
Saturday: 9am - 5pm

Calling from abroad:

0044 1273 824 665

Calls are charged at the prevailing international rate.

Existing policies

For policies taken out before 6 July 2011

If your policy is with Countrywide Assured (formerly Protection
Life/Direct Line Life).

For General enquiries and claims call:

0345 3000 144

Lines open:

Mon - Fri: 9am to 5pm

For policies taken out after 6 July 2011

If you have an existing Direct Line Life Insurance policy provided
by Legal & General

General enquiries:

0370 060 0851

Lines open:

Mon - Fri: 8:30am to 6pm
Saturday: 9am to 1pm

Life claims:

0800 137 101

Lines open:

Mon - Fri: 9am to 5:30pm

For critical illness claims call:

0800 068 0789

Lines open:

Mon - Fri: 9am to 5:30pm

Or contact Legal & General by mail:

Claims Department
Legal & General Assurance Society Limited
City Park
The Droveway
East Sussex

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

Not happy?

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


Direct Line supports the Typetalk service for people with communication difficulties. To use Typetalk, you will need to prefix the number 18001 before the number you wish to dial. For example: 18001 + area code + number.

Good to know

Direct Line’s Life Insurance is provided by Legal & General

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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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