Important information about your Direct Line insurance policy.

Our ask to you is please don't phone unless it's absolutely necessary.

As a Direct Line policy holder we wanted to share some important information about Coronavirus (COVID-19). We also want to make sure that you know where to find the most up-to-date information.

Following the government's announcement asking everyone to stay at home, we are making some changes to the way we work to make sure we are looking after both our people, our customers, and doing the right thing for the nation. We're in the process of moving more of our colleagues to home-working and this is a big transition for us over the coming days.

We're in unprecedented times but we're working hard to make sure that we can still help our vulnerable and existing customers as quickly as possible.

What does this mean for me?

So that we can focus on our existing customers we are temporarily pausing the sales of new policies over the phone. You can still buy a new policy from us online. As you already have a policy with us, your cover remains in place.

What about if I need to renew?

You can still renew your policy with us, but as you'll probably understand our phone lines are really busy at the moment, so there may be a longer wait time.

If your policy is on automatic renewal and it meets your needs, you don't need to do anything. Your policy will renew with us and you don't need to contact us to confirm.

What if I need to claim?

We need to be able to prioritise urgent claims, vulnerable customers and make sure that our rescue network is running so people are not stranded during this stressful time. So if your claim is urgent, call us, but if your claim can be dealt with later please hold off for now. You can start some claims online, so please visit our website to find out more.

What if I can't afford to pay for my policy?

We are of course aware of the impact of COVID-19 on many peoples' jobs and livelihoods. If you find that you can't pay for your cover this month, through no fault of your own, you should speak to us as soon as possible as it gives us the best chance of providing support.

You can find more information on what impact COVID-19 may have on your policy or our ability to service you by visiting our frequently asked questions page:

We want to thank our customers for your continued support and patience through this time. Together we can get through this.

Yours sincerely,
The Direct Line Team

If you've ended your policy with us in the last 14 days, don't worry, our systems can take time to update.