Coronavirus help and support Personal Insurance Contact us Claims

Contact Us

General enquiries

Business claims

Complaints

Postal address

  • General enquiries

    Landlord Insurance call us on 0345 604 2292

    Van Insurance call us on 0345 303 1595

    Tradesperson Insurance call us on 0345 303 1703

    Lines are open:

    Monday - Friday: 8am - 7pm

    Saturday: 9am - 5pm

    Sunday: 9am - 2pm

    Small Business Insurance call us on 0345 303 1741

    Lines are open:

    Monday - Friday: 8am - 6pm

    Saturday: 9am - 5pm

    Sunday: Closed

    We're sorry, because of the Coronavirus (Covid-19) outbreak in the UK, we're putting the safety of our staff first and closing earlier than usual at the moment.

    We know that many of you have questions about your policy in relation to Coronavirus. We're answering these questions on our support page: https://www.directlineforbusiness.co.uk/covid. We're continuously updating this page, so please check to see whether the information you’re looking for is here.

    Thank you for bearing with us as we try to speak to as many of you as possible.

    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

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Frequently asked questions

  • QDo 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).

  • QWhat 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.

  • Q 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.

  • QWhat 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.

  • Q 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.