Direct Line Insurance Group plc
Direct Line Insurance Group provides a range of services via phone, including policy management, claims handling, and customer support. You can manage your insurance policies, report and track claims, and get assistance with financial difficulties. Media and investor relations are now managed by Aviva plc. Phone support is available during business hours, while many services can be accessed online 24/7. Common reasons for calling include updating policy details, reporting incidents, and seeking support for vulnerable customers. Wait times may vary, with peak hours typically leading to longer hold times. For faster service, consider calling early in the day or using online options.
Updated 15 Dec 2025
Expected outcomes
- Update policy details
- Report insurance claims
- Track claim status
- Request financial assistance
- Submit media enquiries
- Verify employment details
- Inquire about supplier opportunities
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Policy number
- Personal identification
- Incident details
- Press credentials
- Shareholder information
- Candidate details
- Company information
Known issues
Customers frequently experience long wait times during peak hours, especially when calling for claims and policy changes. To avoid delays, try contacting early in the day or utilize online services, which are available 24/7. Additionally, there is some confusion about whether to contact Direct Line or Aviva for certain queries following the acquisition. Investor and shareholder queries should now be directed to Aviva, while most customer services remain with Direct Line. For a smoother experience, ensure you have all necessary information ready before calling.
