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Our phone lines are very busy right now, so there may be long wait times. To
avoid any delay, you can use our website to get a quote, start a claim and view
your policies. For other queries, chat to our Virtual Assistant.
Personal Insurance Contact us Claims My Account

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 1. Home
 2. Contact Us


CONTACT US

   

 * General enquiries
   
   Use our Virtual Assistant to get instant help
   
   Virtual Assistant
   
   Landlord Insurance
   
   call us on 0345 604 2292
   
   
   LINES ARE OPEN:
   
   Monday - Friday:
   8am - 6pm
   
   Saturday:
   9am - 3pm
   
   Sunday:
   Closed
   
   Van Insurance
   
   call us on 0345 303 1595
   
   
   LINES ARE OPEN:
   
   Monday - Friday:
   8am - 6pm
   
   Saturday:
   9am - 3pm
   
   Sunday:
   Closed
   
   Small Business Insurance
   
   call us on 0345 303 1741
   
   
   LINES ARE OPEN:
   
   Monday - Friday:
   8am - 6pm
   
   Saturday:
   9am - 3pm
   
   Sunday:
   Closed
   
   Tradesperson Insurance
   
   call us on 0345 303 1703
   
   
   LINES ARE OPEN:
   
   Monday - Friday:
   8am - 6pm
   
   Saturday:
   9am - 3pm
   
   Sunday:
   Closed
   
   --------------------------------------------------------------------------------
   
   If you need emergency assistance, please call our 24/7 emergency helpline:
   
   Landlord, Tradesperson and Small Business Insurance
   
   0345 266 1950
   
   Van Insurance
   
   0800 590 590
   

 * Business insurance claims
   
   To make a claim or for enquiries about existing claims
   
   Please visit our dedicated page

   

 * Complaints
   
   
   HOW TO MAKE A COMPLAINT
   
   Things don't always go to plan and there may be times when you feel we've let
   you down. If that happens, we want you to tell us so we can do our best to
   put things right.
   
   
   HOW TO GET IN TOUCH
   
   Call us: 0345 303 1760
   
   Call us on 0345 303 1760
   
   Write to us:
   Customer Relations Manager
   Churchill Court
   Westmoreland Road
   Bromley
   BR1 1DP
   
   FILL OUT OUR ONLINE FORM
   
   If you would like to tell us about your problem online, all you have to do is
   fill out our simple form.
   
   Online form
   
   Our staff are empowered to support you and will aim to resolve most issues
   within three working days, following receipt of your complaint.
   
   If your complaint can't be resolved within three working days, we'll contact
   you to let you know who will be dealing with it and what the next steps are.
   
   We will keep in regular contact with you. You'll also receive the following
   written communication from us depending on how long it takes us to resolve
   your complaint.
   
   
   WHAT DO WE DO WITH YOUR COMPLAINT?
   
   If we receive a complaint, we follow the steps detailed below:
   
   
   SUMMARY RESOLUTION
   
   If we've been able to resolve your complaint to your satisfaction within 3
   working days, following receipt of your complaint.
   
   What will it tell you?
   
   It will let you know your complaint has been resolved and tell you about the
   Financial Ombudsman Service.
   
   --------------------------------------------------------------------------------
   
   
   ACKNOWLEDGEMENT
   
   If we've been unable to resolve your complaint to your satisfaction within 3
   working days, following receipt of your complaint.
   
   What will it tell you?
   
   It will let you know our complaint handling process and information about the
   Financial Ombudsman Service.
   
   --------------------------------------------------------------------------------
   
   
   EIGHT WEEK UPDATE
   
   If we've been unable to resolve your complaint within 8 weeks
   
   What will it tell you?
   
   It will let you know why we are not in a position to give you our final
   response and when we expect to be able to provide this. We'll also let you
   know about your right to contact the Financial Ombudsman Service.
   
   --------------------------------------------------------------------------------
   
   
   FINAL RESPONSE
   
   If we've been unable to resolve your complaint within 3 working days, we'll
   send you our Final Response when we've completed our investigations. We'll do
   our best to send this at the earliest opportunity.
   
   What will it tell you?
   
   This is a detailed response, which will outline:
   
    * - Our investigation
    * - The decision
    * - Next steps, if applicable
   
   It will also provide information about the Financial Ombudsman Service.
   
   
   INDEPENDENT REVIEW
   
   If we don't complete our investigations within 8 weeks of receiving your
   complaint or you're unhappy with our response, you may ask the Financial
   Ombudsman Service to look at your complaint. This is a free and independent
   service. If you decide to contact them, you should do so within 6 months of
   our response letter. Referring your case to the Financial Ombudsman Service
   will not affect your legal rights.
   
   You can contact them by:
   
   Email:
   complaint.info@financial-ombudsman.org.uk
   
   Phone:
   
   UK: 0300 123 9123
   
   or 0800 023 4567
   
   Abroad: +44 20 7964 0500
   
   
   
   Writing to:
   Financial Ombudsman Service
   Exchange Tower
   London
   E14 9SR
   
   Their website also has a great deal of useful information:
   www.financial-ombudsman.org.uk

   

 * Postal address
   
   Direct Line Insurance
   
   The Wharf, Neville Street, Leeds LS1 4AZ

General enquiries

Business claims

Complaints

Postal address


USE OUR VIRTUAL ASSISTANT TO GET INSTANT HELP

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 * GENERAL ENQUIRIES
   
   Landlord Insurance call us on 0345 604 2292
   
   Lines are open:
   
   Monday - Friday: 8am - 6pm
   
   Saturday: 9am - 3pm
   
   Sunday: Closed
   
   Van Insurance call us on 0345 303 1595
   
   
   Lines are open:
   
   Monday - Friday: 8am - 6pm
   
   Saturday: 9am - 3pm
   
   Sunday: Closed
   
   Small Business Insurance call us on 0345 303 1741
   
   
   Lines are open:
   
   Monday - Friday: 8am - 6pm
   
   Saturday: 9am - 3pm
   
   Sunday: Closed
   
   Tradesperson Insurance call us on 0345 303 1703
   
   
   Lines are open:
   
   Monday - Friday: 8am - 6pm
   
   Saturday: 9am - 3pm
   
   Sunday: Closed
   
   --------------------------------------------------------------------------------
   
   If you need emergency assistance, please call our 24/7 emergency helpline:
   
   Landlord, Tradesperson and Small Business Insurance-
   0345 266 1950
   
   Van Insurance - 0800 590 590


BUSINESS INSURANCE CLAIMS

To make a claim or for enquiries about existing claims

Please visit our dedicated page


HOW TO MAKE A COMPLAINT

Things don't always go to plan and there may be times when you feel we've let
you down. If that happens, we want you to tell us so we can do our best to put
things right.


HOW TO GET IN TOUCH

Call us: 0345 303 1760

Call us on 0345 303 1760

Write to us:
Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

FILL OUT OUR ONLINE FORM

If you would like to tell us about your problem online, all you have to do is
fill out our simple form.

Online form

Our staff are empowered to support you and will aim to resolve most issues
within three working days, following receipt of your complaint.

If your complaint can't be resolved within three working days, we'll contact you
to let you know who will be dealing with it and what the next steps are.

We will keep in regular contact with you. You'll also receive the following
written communication from us depending on how long it takes us to resolve your
complaint.


WHAT DO WE DO WITH YOUR COMPLAINT?

If we receive a complaint, we follow the steps detailed below:


SUMMARY RESOLUTION

If we've been able to resolve your complaint to your satisfaction within 3
working days, following receipt of your complaint.

What will it tell you?

It will let you know your complaint has been resolved and tell you about the
Financial Ombudsman Service.

--------------------------------------------------------------------------------


ACKNOWLEDGEMENT

If we've been unable to resolve your complaint to your satisfaction within 3
working days, following receipt of your complaint.

What will it tell you?

It will let you know our complaint handling process and information about the
Financial Ombudsman Service.

--------------------------------------------------------------------------------


EIGHT WEEK UPDATE

If we've been unable to resolve your complaint within 8 weeks

What will it tell you?

It will let you know why we are not in a position to give you our final response
and when we expect to be able to provide this. We'll also let you know about
your right to contact the Financial Ombudsman Service.

--------------------------------------------------------------------------------


FINAL RESPONSE

If we've been unable to resolve your complaint within 3 working days, we'll send
you our Final Response when we've completed our investigations. We'll do our
best to send this at the earliest opportunity.

What will it tell you?

This is a detailed response, which will outline:

 * - Our investigation
 * - The decision
 * - Next steps, if applicable

It will also provide information about the Financial Ombudsman Service.


INDEPENDENT REVIEW

If we don't complete our investigations within 8 weeks of receiving your
complaint or you're unhappy with our response, you may ask the Financial
Ombudsman Service to look at your complaint. This is a free and independent
service. If you decide to contact them, you should do so within 6 months of our
response letter. Referring your case to the Financial Ombudsman Service will not
affect your legal rights.

You can contact them by:

Email:
complaint.info@financial-ombudsman.org.uk

Phone:

UK: 0300 123 9123

or 0800 023 4567

Abroad: +44 20 7964 0500



Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their website also has a great deal of useful information:
www.financial-ombudsman.org.uk


POSTAL ADDRESS

Direct Line Insurance

The Wharf, Neville Street, Leeds LS1 4AZ


MY ACCOUNT

With My Account it's easy to renew or make changes to your policy online. You
can even retrieve a new quote and view your policy documents.

My Account


FREQUENTLY ASKED QUESTIONS

 * Q1Is help available if I'm struggling to make my monthly insurance payments?
   
   People across the UK are struggling with the increased cost of living. If
   you're having financial problems and are struggling with your monthly
   insurance payments, please call us and we'll see what we can do to help.
   
    * Landlord Insurance 0345 604 2292
    * Van Insurance 0345 303 1595
    * Small Business Insurance 0345 303 1741
    * Tradesperson Insurance 0345 303 1703
   
   Please don't cancel any payments or Direct Debits through your bank as this
   may affect your policy, credit rating or your ability to borrow.
   
   You can also find free and impartial advice here:
   
   The UK Government's cost of living support page
   
   Money Helper's money navigator tool
   
   The Business Debt Line
 * Q2Do you cover boilers?
   
   If you select our Buildings cover, you'll automatically get Equipment
   Breakdown cover. This pays to repair or replace your boiler, irrespective of
   its age, if it breaks down, but excludes wear and tear. Read more about our
   boiler insurance cover.
   
   To make a claim, you need to arrange for a boiler engineer to visit your
   property and assess the boiler. They need to submit their report to us, so we
   can assess whether the claim is covered. If it is, we'll reimburse you for
   the repair/replacement costs, including parts, labour and call out charges,
   less the £200 excess.
   
   This cover is not a maintenance contract – it doesn't cover servicing or Gas
   Safety Certificates (CP12).

 * Q3What does Rent Guarantee cover me for?
   
   Rent Guarantee covers unpaid rent while your tenant or ex-tenant is still in
   your residential property in the UK. You can make a claim once the rent has
   been overdue for at least one calendar month. It covers you for up to
   £250,000 per claim and there’s also no excess and no limit to the number of
   claims you can make per year.
   
   Once you get your property back, you may find it needs repairs for it to be
   let out again. The cover will pay 50% of the rent you had previously received
   whilst letting it out while the repairs are happening for up to three months
   or until the property is let, whichever happens first.
   
   To get this cover feature, you need to have a landlord insurance policy with
   us. You'll also need to take out our Legal Expenses cover to be able to add
   Rent Guarantee.

 * Q4 What if my trade is not on the list?
   
   If you can't find your exact trade, or one that best matches what you do on
   the list provided, please call us on 0345 303 1756. Calls may be recorded.

 * Q5What does Public Liability cover?
   
   This provides cover against your legal liability for death or bodily injury
   (other than to an employee) and / or loss or damage to third party property
   arising out of the operation of your business.

 * Q6 Can I get my van insured under my company name?
   
   We do not offer quotations in a company name. The main driver must be the
   policy holder.

 * Support:
 * Contact us
 * COVID-19 support
 * Accessibility
 * Legal documents
 * Site map
 * Make a claim
 * Jargon buster

 * Company:
 * About us
 * Cookies
 * Legal & privacy
 * Careers
 * Press
 * Modern Slavery Act
 * Submit a Data Rights Request

 * Follow us:
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© 1999-2023 U K Insurance Limited Direct Line insurance policies are
underwritten by U K Insurance Limited, Registered office: The Wharf, Neville
Street, Leeds LS1 4AZ. Registered in England and Wales No 1179980. U K Insurance
Limited is authorised by the Prudential Regulation Authority and regulated by
the Financial Conduct Authority and the Prudential Regulation Authority,
registration number 202810. The Financial Services Register can be accessed
through www.fca.org.uk. Calls to: 0345 303 0607 and other numbers may be
recorded.




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