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.

Frequently asked questions

Yes you do. And due to the extra questions we may need to ask you about your medical condition, please give us a call on 0345 246 8704 for a full quote.

Personal belongings: Each of your suitcases or items of luggage, their contents and items designed for you to wear or carry. This includes your valuables but does not include winter sports equipment.

Valuables: Photographic, audio, computer, video and electrical equipment of any kind (including CDs, mini discs, DVDs, TV’s, electronic games, MP3 players, iPods, personal digital assistants (PDAs), video and audio tapes, telescopes, binoculars, sunglasses, spectacles, mobile phones, musical instruments, jewellery, watches, furs, leather goods, animal skins and items made of or containing gold, silver, precious metals or precious or semi‐precious stones.

The personal possessions limit is £1500 per insured person, the single article limit is £250 and the valuables limit is £250 in total. Remember, if you have a Discoverer policy, the personal possessions limit is £1000 per insured person, up to £250 for single articles and up to £250 for valuables. There are limits in the personal possessions and valuable sections that may not be enough for expensive items such as jewellery and photographic or video equipment. However, you can usually insure these items separately under the ‘All Risks’ extension of your home insurance.

The Direct Line European Travel policy covers the following countries:

Albania, Alderney, Algarve, Algeria, Andorra, Austria, Azores, Balearic Islands, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary Islands, Capri, Channel Islands, Corfu, Corsica, Costa Brava, Costa del Sol, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Eire, Estonia, Finland, France, Germany, Gibraltar, Gran Canarias, Greece, Holland, Hungary, Iceland, Ireland, Israel, Italy, Jordan, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Majorca, Malta, Minorca, Monaco, Monte Carlo, Montenegro, Morocco, Norway, Netherlands, Poland, Portugal, Romania, Russia (West of Urals), San Marino, Serbia, Spain, Slovak Republic, Slovenia, Spitsbergen, Svalbard, Sweden, Switzerland, Syria, Turkey, Tunisia, Ukraine, Vatican.

Yes we can but due to the extra questions we may need to ask you about your medical condition, please give us a call on 0345 246 8704 for a full quote.

We’re sorry but your medical condition won’t be covered automatically. It’s better to give us a call on 0345 246 8704 to discuss your options.

Still got a question? - Get in touch

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

Travel claims

(other than legal assistance and travel, accommodation and other end supplier failure)

0345 246 8680

  • Mon - Fri 8am - 6pm

24‐hour emergency claims helpline

If you’re in the UK 01252 740 098

If you’re abroad +44 1252 740 098


For travel, accommodation and other end supplier failure claims

0208 776 3752

Monday to Friday 8am - 6pm

Alternatively, you can download a claim form from our partners at IPP (International Passenger Protection).

General enquiries and changes to your policy (other than claims)

0345 246 8704

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

24‐hour legal advice

If you’re in the UK 0370 240 0285

If you’re abroad +44 370 240 0285

Complaints procedure

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

Please save these numbers to your phone.

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.