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Direct Line home insurance review

Read Which?'s expert review of Direct Line's home insurance policies, find out how we rate Direct Line's contents and buildings insurance and how it compares to dozens of other home insurance companies.

In this article
Who is Direct Line? What does Direct Line home insurance cover? How Which? Rates Direct Line's home insurance policy Direct Line’s home insurance policy: is it good or bad? How did customers rate Direct line's home insurance?
Does Direct Line offer different levels of home insurance cover? How much does Direct Line's home insurance cost? What is Direct Line's claims number? Who underwrites Direct Line's home insurance? Get top money-saving tips from Which?

Who is Direct Line?

Established in April 1985, Direct Line has grown significantly over the years and now has over 10 million customers across the UK. It offers a wide range of financial products including home insurance, car insurance, and pet insurance.

Direct Line Insurance belongs to the Direct Line Group which also owns Churchill, Privilege and Green Flag.

The Direct Line Group is a public company listed on the London Stock Exchange. 

What does Direct Line home insurance cover?

The information below gives an at-glance view of the key things that the AA's home insurance covers as standard.

Elements marked with a are covered as standard and those marked with a are not covered as standard. However, these can be added to a policy as optional extras for an additional cost.

 

 24 hour (emergency) helpline

 

Allows you to call a 24-hour helpline for assistance in the case of a home emergency.

 

 Loss and theft of keys

 

Loss and theft of keys will cover the cost of replacing your keys if they are ever lost or stolen.

 

 Garden cover

 

Garden cover protects against damage to items in your garden including plants and garden furniture.

 

 Home emergency

 

Home emergency cover provides assistance of central heating, electrical emergencies, plumbing or draining issues.

 

 Accidental damage

 

Accidental damage protects against sudden and unconventional physical damage to the structure of your property as well as your furniture and belongings.

 

 Burst pipes

 

Covers the cost of repairing burst pipes in your property.

 

 Legal expenses

 

Legal expenses cover the cost of legal expenses should you need to pursue legal action against another party.

 

 Personal possessions

 

Personal possessions cover protects your portable belongings while you’re outside of your property.

How Which? Rates Direct Line's home insurance policy

To help you find the best home insurance policy, Which? goes the extra mile to sort the best from the worst.

We survey thousands of real home insurance customers to find out how they rate their insurer for customer satisfaction.

We also analyse and rate 60 different elements of contents and buildings insurance to create policy scores, helping you judge the quality of your cover - and how an insurer compares to its peers.

We combine this into an overall score to highlight the insurers that offer great cover and service.

Which? members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a one month trial for Which? Money for just £1 to access this review and enjoy the benefits of a Which? membership.

Home And Mobile Insurance
Direct Line review
Overall Which? score
%
Our total score score combines both the Which? Customer Score, ratings from real customers of the provider, and our expert analysis of the provider's policies. The total score is made up of 50% of the Customer Score and 25% each of Buildings and Contents policy scores.
Which? Customer Score
%
Which?'s rating for customer satisfaction, based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.
Buildings policy score
%
Which?'s rating of the quality this company's buildings insurance policy. We analysed 32 features of its cover to calculate the policy score.
Contents policy score
%
Which?'s rating of the quality this company's contents insurance policy. We analysed 46 features of its cover to calculate the policy score.
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Direct Line’s home insurance policy: is it good or bad?

In February 2019, we analysed and rated 60 of the most important elements of standard home insurance policies to come up with the overall policy score.

We assess how important each individual element is when choosing and using a home insurance policy, and weight it accordingly when calculating our total policy score. Each element is given a star rating, out of five.

Overall, 47 out of the 60 elements policy elements we analysed in Direct Line's home insurance earned a 3-star rating or higher.

The majority (26) of its features were given a full 5-star rating, which indicates an above-average level of cover.  

Best parts of Direct Line's home insurance policy

We've identified three standout features in Direct Line's home insurance policy:

  • Contents cover for students is included as standard, which we gave 5 out 5 stars
  • Business and office equipment covered as standard, which earned 5 stars
  • Discount buying buildings and contents insurance together, which we gave 5 stars

Worst parts of Direct Line's home insurance policy

We've identified three features in AA's home insurance policy which scored poorly:

  • Direct Line don't offer no claims discount protection, which we gave 0 stars
  • A £44 cancellation fee if you end your policy after the 14-day cooling off period, which we gave 1 star
  • Up to £25,000 of alternative accommodation cover, which earned 2 stars

In detail: every part of Direct Line's home insurance rated

Which? members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a one month trial for Which? Money for just £1 to access this review and enjoy the benefits of a Which? membership.

Table last updated in February 2019. Next updated in February 2020.

Policy elements Details Rating Area covered
Interest charged on payment by installments (APR) Logged out detail Logged out padlock Buildings and contents
Renewal fee (£) Logged out detail Logged out padlock Buildings and contents
Home emergency cover - standard, optional, not covered? Logged out detail Logged out padlock Buildings and contents
Home emergency cover (£) Logged out detail Logged out padlock Buildings and contents
Owner's / Occupier's liability (£) Logged out detail Logged out padlock Buildings and contents
Accidental damage cover - standard, optional, not covered? Logged out detail Logged out padlock Buildings and contents
Subsidence - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Alternative accommodation (£) Logged out detail Logged out padlock Buildings only
Burst pipes - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Blockage of sewer pipe - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Single item limit for valuables - max limit (£) Logged out detail Logged out padlock Contents only
Contents in the open - within home boundary i.e. garden (£) Logged out detail Logged out padlock Contents only
Contents in outbuildings - including garages (£) Logged out detail Logged out padlock Contents only
Theft from outbuildings (£) Logged out detail Logged out padlock Contents only
Personal Possessions - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Personal Possessions limit within a car (£) Logged out detail Logged out padlock Contents only
Bicycles - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Mobile phones (away from home) - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Does mobile phone cover include calls? Logged out detail Logged out padlock Contents only

To see how Direct Line's home insurance compares to other policies check out our guide on the best and worst home insurance.

How did customers rate Direct line's home insurance?

As well as looking at how Direct Line's home insurance policy stacks up against others, we've also analysed how customers feel about it too.

Which?'s rating for customer satisfaction is based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.

Overall, Direct Line home insurance scored 73% for customer satisfaction, placing it 5th out of the 34 home insurers we looked at.

Customers scored Direct Line's 'clarity of policy' the highest, giving it four stars out of five. Direct Line's 'value for money' was among its lowest-scoring features and only received three stars.

The table below shows how Direct Line home insurance scored for eight elements of customer satisfaction.

Customer satisfaction element Which? Customer rating
Application process Logged out padlock
Clarity of policy Logged out padlock
Dealing with queries Logged out padlock
Ease of managing your policy online Logged out padlock
Transparency of charges/penalties Logged out padlock
Dealing with complaints Logged out padlock
Experience of making a claim Logged out padlock
Value for money Logged out padlock

Does Direct Line offer different levels of home insurance cover?

The scores shown in this review relate to Direct Line's standard home insurance policy. If you would like to take out home insurance with the Direct Line but need more cover, you could opt for the Direct Line Home Insurance Plus policy. 

This policy offers: 

  • Legal expenses as standard
  • Home emergency as standard
  • Bicycle and mobile phone cover as standard

 Due to the increased level of cover, the Direct Line Home Insurance Plus policy is likely to be more expensive than its standard home insurance.

How much does Direct Line's home insurance cost?

Your contents insurance and buildings insurance will be priced based on your own personal circumstances, where you live and the type of property and contents you own. 

Direct Line allows you to get a quote from its website www.directline.com/home-cover.

One of Direct Line's big selling points is that it's not on price comparison sites - so you have to contact the insurer 'direct' to get a quote. 

Check out our guide for more information on how home insurance add-ons, fees and charges affect the price of your home insurance.

What is Direct Line's claims number?

If you need to make a claim with Direct Line home insurance call 0345 246 8412.

According to Direct Line, you'll be able asked to provide personal details, such as your address, as well as a description of what happened, where the incident took place and how much you are claiming for. 

The acid test of any home insurance provider is how it handles your claim. In January 2019, Which? surveyed 1,456 members of the general public about their experiences using a major home insurance provider.

Direct Line scored 77%, placing it 4th out of 21 home insurers. It scored stars four stars  for 'customer service' and 'speed of dealing with a claim', and three stars for 'regular communication on claim process'.

Find out how it compared to other insurers on or guide making a home insurance claim.

Who underwrites Direct Line's home insurance?

Direct Line's home insurance policies are underwritten by UK Insurance Limited. 

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