Personal Insurance Contact us Claims

Make a claim

Whether you've suffered damage to your premises or had a claim made against you, we're here to help. Our dedicated claim handlers make it their business to get you back in business.

"Within minutes of talking to the claims line, they had taken charge. Amazing service. Just like on TV!" Susan, landlord customer

Overview Checklist Our process Reviews

What you need to make a claim

  • General claims

    Ring the helpline on

    0345 303 1753

    Monday to Friday,
    8am-6pm
    (excluding bank holidays)

    Claim online
    Our tips on limiting damage.

  • Professional indemnity claims

    Ring the helpline on

    0207 648 1122

    Monday to Friday, 9am-5pm
    (excludes bank holidays)

    Email a claim advisor

    All you need to do is download the claims form, fill it in with your details, and then email it to directlineclaims@tmhcc.com.

    These claims are administered and managed on our behalf by HCC.

    Download claim form

  • Cyber claims

    Ring the helpline on

    0330 100 3432

    If you suspect a cyber incident, it's best to act fast to prevent further loss. We also provide public relations and crisis management support.

    Email a claim advisor

    new.loss@hsbeil.com.

    These claims are administered and managed on our behalf by HSB.

  • Legal expenses and rent guarantee claims

    Ring the helpline on

    0345 878 5024

    Lines are open 24/7.

    These claims are administered and managed on our behalf by DAS Legal.

  • Landlord emergency claims

    Ring the helpline on

    0800 197 1016

    Lines are open 24/7. If you're a tenant ringing on behalf of your landlord, we'll need the name of the policyholder, full address of the property, and information on the nature of the emergency.

    These claims are administered and managed on our behalf by DAS Legal.

  • Van claims

    General claims

    Call us on 0345 303 1753

    Monday to Friday, 8am-6pm
    Saturday, 9am-5pm
    Sunday, 10am-5pm

    24-hour accident recovery helpline

    0800 269 015

    Windscreen repair

    Our partner Autoglass is here to help. Just enter your registration number and explain what's damaged, they'll do the rest.

    Visit Autoglass

  • What will we ask you for?
    • Your policy number and personal details
    • What happened, including where and when the incident took place
    • A list of all items being claimed for and what they originally cost – please provide receipts if you have them. If you can, keep the items that need replacing as we may need to inspect them
    • Any documents or photographs to support your claim, including the damaged items
    • A crime reference number if the police attended
    • If anyone was hurt we will need some details about them and the incident
    • If you're a landlord and the tenant was involved, we'll need some details about them
    • If the claim is against you, we'll need to see any correspondence between you and the claimant, as well as any contracts (if relevant)

    Even if you don't know all this information, you can still report the claim.

Our hassle-free claims process

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Step 1: Contact us

You can choose to call us on the number above or tap 'claim online' where available.

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Step 2: Dedicated support

From the moment you call in or within two working days of an online submission, we'll assign a dedicated claims handler to work with you from start to finish.

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Step 3: Making a decision

We'll review your claim based on what your policy covers, together with any additional information we've asked for. In some cases, we may send someone round to help you gather this.

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Step 4: Keeping you up and running

While processing your claim, we may be able to provide you with support to reduce the disruption to your business, such as cover loss of turnover while you cannot trade.

"I rang Direct Line and explained the accident that had occurred. The gentleman who I spoke to was clear and thorough and we had everything sorted within minutes."

- Jason, tradesperson

"Helpful and knowledgeable customer service staff made the claim process easy to understand, and really put my mind at ease at a difficult time."

- Lorenzo, business owner

"Only had to make one call to Direct Line. They assigned an assessor who dealt with the claim quickly and efficiently."

- Fiona, landlord

We're on it

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 may be recorded.