We're here to help you make a claim quickly, and deal with it fairly - with as little hassle as possible.
To make a claim, or for information on claims, call our experienced claims team on:
0845 303 1753
Lines open:
8am - 8pm Monday - Friday, 9am - 5pm Saturday and 10am - 4pm Sunday
Calls may be recorded. Calls from a BT landline charged at local rate. Calls from other networks may vary.
- Ring us and we'll tell you if your claim is covered - if you are, we'll register your claim straight away. Please have your policy documents to hand.
- If you have suffered a break-in or lost any items outside your property - call the Police straight away, and make a note of the crime reference number.
- For all large claims, we'll arrange for a claims adviser or loss adjuster to visit you as soon as possible
- A Direct Line approved specialist or supplier may be appointed to deal with the claim on our behalf.
- Damaged items may be repaired for you.
Have you been a victim of crime?
Victim Support is the national charity which helps people cope with the effects of crime. It provides free, confidential, practical help and support - you can call them on 0845 30 30 900 (9am - 9pm weekdays, 9am - 7pm weekends, 9am - 5pm Bank Holidays. Calls may be recorded.).
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Frequently asked claims questions
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Q: What kind of additional information will I be asked to provide?
Q: What is a Policy Excess?
Q: How will I know if my claim is covered by my policy?
Q: Are there any organisations I can contact for counselling if I am upset by the incident?
Q: Will my premium increase at the next renewal date if I make a claim?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?
What kind of additional information will I be asked to provide?
It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim.
We may also ask you to provide us with estimates or invoices for claims involving repair or replacement of items.
If the claim involves a repair, we normally request two estimates for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the business premises, you should inform the police immediately and make a note of the police incident number.
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What is a Policy Excess?
This is the part of each claim that you agree to pay - we cover you for the remaining amount. The experienced claims handler will inform you of the amount of the excess and details can also be found in the policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.
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How will I know if my claim is covered by my policy?
Our experienced claims handlers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.
It may help you to read through the policy booklet along with your schedule of cover before ringing us to report your claim.
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Are there any organisations I can contact for counselling if I am upset by the incident?
Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.
Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.
Victim Support is the national charity offering victims of crime emotional support through trained volunteers. If you need a knowledgeable and sympathetic ear, their services are available 24-hours a day.
Simply call the Victim Support line on 0845 30 30 900 or have a look at their website at www.victimsupport.com. Calls may be recorded.
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Will my premium increase at the next renewal date if I make a claim?
We individually calculate the premiums for each of our customers policies and claims can have an effect on next years premium. This depends on the number, type and value of the claims you make.
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How long will it take to sort out my claim?
Some claims are more straightforward than others - when you call to register your claim one of our experienced claims handlers will give you an indication of the timescales involved.
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Who will deal with my claim?
Our Claims Handling Centre is based in Liverpool. The details and contact numbers will appear on any correspondence we send you.
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What measures do Direct Line take to prevent fraud?
Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as quickly as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe it is important that we identify and avoid paying such claims, as they affect the cost of insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of any fraudulent activities to the Police.
There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to conduct checks for unusual features and fraud. We also share information about fraud with other companies within the financial services industry, the Police and other bodies where the law allows us to do so.
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These pages are for information purposes only. They do not form part of the contract of insurance.
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