Direct Line home insurance review

Customers praised the good service and reasonable prices

Cancellation fee applies after 14 day cooling-off period

Who is Direct Line?

Direct Line offers a wide range of financial products including home, car, travel and pet insurance. The Direct Line Group owns several well-known brands, including Churchill (of nodding-dog fame).

Established in 1985, Direct Line was one of the first direct car insurers in the UK. Today, it has more than 10 million customers.

• Who underwrites the home insurance from Direct Line?

  Direct Line policies are underwritten by U K Insurance Ltd.

  U K Insurance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

What are Direct Line’s cover options?

Direct Line offers three different types of home insurance. These are Home Insurance, Home Insurance Plus and SELECT Premier.

All three of these options include buildings and contents insurance; however, buildings insurance and contents insurance can also be bought separately or combined as needed.

What is covered under my policy?

Optional extras

Direct Line offers a range of additional protection to bolt onto your home insurance policy, including:

• Accidental damage cover
• Personal possessions cover
• Home emergency cover
• Family legal protection cover

What is my excess?

Your insurance excess is the amount of money you will need to pay towards a claim. Your insurer won’t pay out for a claim that costs less than this amount. A compulsory excess amount might vary depending on the age of your van and your driving experience.

A voluntary excess is on top and is normally set by you when taking out a policy. You’ll have the option of adding or increasing a voluntary excess, which should lower your premium.

You’ll find details about any compulsory or voluntary excesses in your policy document.

How much is this going to cost me?

There are a number of factors that can affect the cost of your Direct Line home insurance premium, including:

• The cover option you choose. Enhancing your buildings, contents and combined cover policies with optional extras will provide more features and broader cover than Direct Line’s standard cover options, which will likely be reflected in the price.
• Your sum insured. The greater the amount you wish to insure your home or contents for, the more you can expect to pay for cover.
• Your home. The age of your home and the materials from which it is constructed can influence its ability to withstand damage.
• Where your home is located. Certain risks, for example storm and theft, are more prevalent in certain areas, and insurers will take this into consideration when calculating your premiums.
• Security. Security measures such as an alarm system and deadbolts can act as a deterrent to thieves and therefore reduce the cost of your cover.

What is the claims process for Direct Line?

You should call the 24-hour Direct Line claims line on 0345 878 5081 in an emergency. For general home insurance claims, you can call 0345 246 8412. Lines are open Monday to Friday 8am-8pm and Saturday 9am-5pm.

If you are the policyholder or named within the policy document, you will also have the opportunity to make a claim online via the Direct Line website.

Direct Line recommends you have the following information to hand when making a claim:

• Your policy details and personal contact details
• The date of the incident
• Details such as the cause of the incident
• The value of any lost or damaged items being claimed for
• Names and addresses of any other people involved or responsible for the incident, including details of injuries

It’s vital that you let your insurer know about an incident as soon as possible. Failure to do this could result in a rejected claim later on.

Direct Line home insurance customer reviews

Direct Line received a highly commended award for the home insurance category in the Finder Customer Satisfaction Awards in 2024 , with 85% of customers saying they’d recommend the service to a friend. Feedback included praise for its coverage and fair prices, and many customers described Direct Line as “good value”.

One customer commented: “Very good provider with comprehensive cover, easy to deal with, good website and good helpful tips or advice on the website. Easy to manage your account online.”

Not all comments were totally positive. Another customer said: “I have had a good policy from Direct Line, but the renewal price was not competitive and they were hard to get hold of to discuss.”

Direct Line pros and cons