Direct Line Insurance Group plc
Direct Line Insurance Group's Claims Department can assist with policy management, claims processing, and customer support. You can view, update, renew, or cancel insurance policies, as well as report and track claims. While many tasks are available 24/7 via the app, phone support is limited to specific hours. Common reasons for calling include complex issues that cannot be resolved online. Wait times may vary, with longer waits during peak periods. For quicker service, consider calling outside of these times or using online options whenever possible.
Updated 15 Dec 2025
Expected outcomes
- View or update policy
- Renew insurance policy
- Cancel insurance policy
- Report insurance claim
- Track claim status
- Resolve account issues
- Submit a complaint
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 details
- Incident details
- Payment details
- Contact information
- Details of complaint
Known issues
Some callers experience long wait times during peak hours. To avoid this, try using the Direct Line app or call during off-peak times. If you encounter difficulty accessing policy documents online, contact customer service for a manual dispatch. These issues are occasional and can often be resolved by utilizing the online services provided by Direct Line. For complex issues, phone support is recommended, but be prepared for potential wait times.
