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Direct Line home insurance review

Read Which?'s expert review of Direct Line's home insurance policy and find out how it compares to dozens of other home insurance companies.

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

Direct Line home insurance overview

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, and its home insurance is underwritten by U K Insurance Ltd.

Does Direct Line offer the best home insurance?

Here's how Direct Line scored in our latest home insurance survey:

 

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 48 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 67 features of its cover to calculate the policy score.
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To help you find the best home insurance policy, Which? goes the extra mile to sort the best from the worst.

 

How we analyse home insurance

 

We analyse and rate 48 key elements of standard buildings home insurance policies to come up with the buildings policy score and 67 key elements of standard contents home insurance policies to come up with the contents policy score. We assess how important each individual element is to consumers when choosing and using a home insurance policy, and weight it accordingly when calculating our policy scores.

Initially, we score all of the product elements out of five, reflecting how competitive each provider is in this area compared with other insurers. Weightings are then applied to the higher and lower element scores to enhance / reduce their impact in the overall product score.

Direct Line’s Home insurance policy: is it good or bad?

We've rated hundreds of policy details and picked out the best and worst elements of this cover.

Members can log in to read our full policy analysis. If you're not already a member, you can sign up to a one month trial of Which? Money for just £1 to access this review and thousands of others.

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

Weighting Policy element Details Rating
Most important Maximum sum insured (£) Logged out detail Logged out padlock
Most important Alternative accommodation (£) Logged out detail Logged out padlock
Most important Owner's / Occupier's liability (£) Logged out detail Logged out padlock
Most important Repairs guarantee Logged out detail Logged out padlock
Other Unoccupancy period Logged out detail Logged out padlock
Most important Trace and access  (£) Logged out detail Logged out padlock
Most important Burst pipes - included? Logged out detail Logged out padlock
Most important Blockage of sewer pipe - included? Logged out detail Logged out padlock
Secondary Gradual build-up of groundwater - included? Logged out detail Logged out padlock
Secondary Subsidence - included? Logged out detail Logged out padlock
Secondary Damage to underground services - included? Logged out detail Logged out padlock
Secondary Flood and storm damage - included? Logged out detail Logged out padlock
Secondary Flood and storm damage to outbuildings - included? Logged out detail Logged out padlock
Secondary Storm damage to fences - included? Logged out detail Logged out padlock
Other Theft of keys - included? Logged out detail Logged out padlock
Secondary Theft of keys (£) Logged out detail Logged out padlock
Other Loss of keys - included? Logged out detail Logged out padlock
Secondary Loss of keys (£) Logged out detail Logged out padlock

Table last updated in March 2020. Next update in February 2021.

Does Direct Line offer different levels of home insurance cover?

Direct Line also offers Home Plus home insurance, which features a higher level of cover, generally for a higher premium.

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 who have recently made a claim feel about it too.

Members can log in to see our range of customer service star ratings and read about individual customers' experiences. If you're not already a member, you can sign up to a one month trial of Which? Money for just £1 to access this review and thousands of others.

How Direct Line's home insurance scored for seven elements of customer satisfaction

Customer satisfaction element Which? customer rating
Application process -
Clarity of policy

4 out of 5

Dealing with queries

4 out of 5

Ease of managing your policy online

4 out of 5

Treatment of longstanding customers

3 out of 5

Dealing with complaints

4 out of 5

Value for money

4 out of 5

Table last updated in March 2020. Next update in February 2021.

"-' represents where we have insufficient sample size (less than 30) to generate a star rating

What is Direct Line's claims number?

If you need to make a claim with Direct Line home insurance call 0345 303 1686 or you can make a claim online.

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. 

Find out more about claiming successfully in our guide to making a home insurance claim.

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