Direct Line home insurance review

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.

Find out more: what is contents insurance?

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.

Find out more: what is buildings insurance?

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

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

Policy elements Details Rating Area covered
Interest charged on payment by installments (APR) Buildings and contents
Renewal fee (£) Buildings and contents
Home emergency cover - standard, optional, not covered? Buildings and contents
Home emergency cover (£) Buildings and contents
Owner's / Occupier's liability (£) Buildings and contents
Accidental damage cover - standard, optional, not covered? Buildings and contents
Subsidence - standard, optional, not covered? Buildings only
Alternative accommodation (£) Buildings only
Burst pipes - standard, optional, not covered? Buildings only
Blockage of sewer pipe - standard, optional, not covered? Buildings only
Single item limit for valuables - max limit (£) Contents only
Contents in the open - within home boundary i.e. garden (£) Contents only
Contents in outbuildings - including garages (£) Contents only
Theft from outbuildings (£) Contents only
Personal Possessions - standard, optional, not covered? Contents only
Personal Possessions limit within a car (£) Contents only
Bicycles - standard, optional, not covered? Contents only
Mobile phones (away from home) - standard, optional, not covered? Contents only
Does mobile phone cover include calls? Contents only
Policy element Details Rating Area covered
Insurer pays switching fees? (£) Buildings and contents
Adjustment fee (£) Buildings and contents
Cancellation fee - after 14 days (£) Buildings and contents
Duplicate document fee (£) Buildings and contents
Standard level of excess (£) Buildings and contents
Subsidence excess (£) Buildings only
24 hour emergency helpline - standard, optional, not covered? Buildings and contents
Are repairs guaranteed under home emergency cover? (Yes/No) Buildings and contents
Gradual build up of ground water covered? Buildings and contents
Garden cover - standard, optional, not covered? Contents only
Storm damage to fences - standard, optional, not covered? Buildings only
Trace and access limit (£) Buildings only
Bicycle away from home (£) Contents only
TV or AV equipment accidental damage - standard, optional, not covered? Contents only
Is money covered away from home - standard, optional, not covered? Contents only
Money in the home (£) Contents only
Money away from the home (£) Contents only
Digital information in the home (£) Contents only
Students contents in digs covered - standard, optional, not covered? Contents only
Home removal insurance - standard, optional, not covered? Contents only
Cover level for loss of keys (£) Buildings only
Cover level for loss of keys (£) Contents only
Cover level for theft of keys (£) Buildings only
Cover level for theft of keys (£) Contents only
Is boiler cover included - home emergency cover? Buildings and contents
Boiler cover - parts and repairs included? Buildings and contents
Boiler cover - call-outs included? Buildings and contents
Policy element Details Rating Area covered
Payment Default fee (£) Buildings and contents
Unoccupancy period Buildings and contents
Legal expenses - standard, optional, not covered? Buildings and contents
Legal expenses cover (£) Buildings and contents
Garden contents cover (£) Contents only
No claims discount (NCD) protection? Buildings and contents
Students cover limit (£) Contents only
Minimum level of excess (£) Buildings and contents
Discount for buying buildings and contents insurance? Buildings and contents
Business / Office equipment covered - standard, optional, not covered? Contents only
Loss of keys - standard, optional, not covered? Buildings only
Loss of keys - standard, optional, not covered? Contents only
Theft of keys - standard, optional, not covered? Buildings only
Theft of keys - standard, optional, not covered? Contents only

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

Policy element	Details	Rating	Area covered
Insurer pays switching fees? (£)			Buildings and contents
Adjustment fee (£)			Buildings and contents
Cancellation fee - after 14 days (£)			Buildings and contents
Duplicate document fee (£)			Buildings and contents
Standard level of excess (£)			Buildings and contents
Subsidence excess (£)			Buildings only
24 hour emergency helpline - standard, optional, not covered?			Buildings and contents
Are repairs guaranteed under home emergency cover? (Yes/No)			Buildings and contents
Gradual build up of ground water covered?			Buildings and contents
Garden cover - standard, optional, not covered?			Contents only
Storm damage to fences - standard, optional, not covered?			Buildings only
Trace and access limit (£)			Buildings only
Bicycle away from home (£)			Contents only
TV or AV equipment accidental damage - standard, optional, not covered?			Contents only
Is money covered away from home - standard, optional, not covered?			Contents only
Money in the home (£)			Contents only
Money away from the home (£)			Contents only
Digital information in the home (£)			Contents only
Students contents in digs covered - standard, optional, not covered?			Contents only
Home removal insurance - standard, optional, not covered?			Contents only
Cover level for loss of keys (£)			Buildings only
Cover level for loss of keys (£)			Contents only
Cover level for theft of keys (£)			Buildings only
Cover level for theft of keys (£)			Contents only
Is boiler cover included - home emergency cover?			Buildings and contents
Boiler cover - parts and repairs included?			Buildings and contents
Boiler cover - call-outs included?			Buildings and contents

Policy element	Details	Rating	Area covered
Payment Default fee (£)			Buildings and contents
Unoccupancy period			Buildings and contents
Legal expenses - standard, optional, not covered?			Buildings and contents
Legal expenses cover (£)			Buildings and contents
Garden contents cover (£)			Contents only
No claims discount (NCD) protection?			Buildings and contents
Students cover limit (£)			Contents only
Minimum level of excess (£)			Buildings and contents
Discount for buying buildings and contents insurance?			Buildings and contents
Business / Office equipment covered - standard, optional, not covered?			Contents only
Loss of keys - standard, optional, not covered?			Buildings only
Loss of keys - standard, optional, not covered?			Contents only
Theft of keys - standard, optional, not covered?			Buildings only
Theft of keys - standard, optional, not covered?			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
Clarity of policy
Dealing with queries
Ease of managing your policy online
Transparency of charges/penalties
Dealing with complaints
Experience of making a claim
Value for money

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.