General Questions

Q. How can I pay for my car insurance with Direct Line?
A. You can pay for your insurance cover by:

• Credit card
• Master card
• Maestro (previously Switch)
• Debit Card
• Direct Debit

To cut administration costs and keep our prices down, we don’t accept payment by cheque, cash, Electron or Solo cards.

Q. Can I pay by installments?
A. Yes, you may be eligible to pay by installments. This is subject to our normal installment criteria.

Q. If I am buying a new car, how do I transfer my policy over to the new vehicle?
A. If you are buying a new car and want to transfer your existing policy over, you would need to call our Customer Service Department and amend your current policy. There may be a variation in price and a change in the underwriting criteria for the new car, but this will be discussed with you.

Q. Is it possible to get car insurance on a car that is not owned by my spouse or myself?
A. If it is a company car, or one that is on long-term lease for example, we can look at insuring it in your name. To discuss your circumstances further, please contact our Customer Hotline on 0845 246 8701.

Q. What is your No Claims Discount Protection (NCDP) scheme?
A. Our No Claims Discount Protection (NCDP) scheme is available to policyholders with either 4 or 5 years’ discount. Under the scheme you will not suffer any loss of No Claims Discount (NCD) if you make no more than one fault claim in a period of cover or two fault claims in any three consecutive periods of cover. Don’t forget, we also offer Named Driver No Claims discount when you take out a policy.

Q. What documents would I have to submit as proof of my No Claims Discount (NCD)?
A. The document you are required to submit as proof of your No Claims Discount is a renewal notice from your previous insurer. If this does not state your No Claims Discount (NCD) entitlement or is not available to you, simply call your previous insurer and request confirmation of your NCD, which you can then forward to us.

Q. What is your cancellations procedure including refunds? Secondly, what happens if I have already paid in full prior to cancelling my policy?

When you buy:

If you cancel before your policy is due to start, we will return any premium paid in full. Please return the certificate of motor insurance.

If the policy has started and you cancel within 14 days of it starting or within 14 days of receiving your documents (whichever occurs later), we will return any premium paid less an administration fee of up to £26.50 (including Insurance Premium Tax where applicable) as shown in your schedule. We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.

If you cancel after those 14 days have passed, we will return any premium less a charge for the number of days for which cover has been given and an administration fee of up to £26.50 (including Insurance Premium Tax where applicable) as shown in your schedule. We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.

Where a policy is being paid by instalments there may be an outstanding balance to be settled following cancellation. If a claim has been made the full annual premium normally remains payable following cancellation. (There are several alternatives to cancellation that may apply including substituting the vehicle on cover, reducing the level of cover and suspending the policy). Should you have any queries please contact our Customer Hotline on 0845 246 8706.

When you renew:

If you cancel before the new period of insurance (renewal) is due to start, we will return any premium paid in full. Please return the certificate of motor insurance.

If the new period of insurance (renewal) has started and you cancel within 14 days of it starting or within 14 days of receiving your documents (whichever occurs later), we will return any premium paid in full. We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.

If you cancel after those 14 days have passed, we will return any premium less a charge for the number of days for which cover has been given and an administration fee of up to £26.50 (including Insurance Premium Tax where applicable) as shown in your schedule. We will not refund any premium if you have made a claim or if one has been made against you during the period of cover. Please return the certificate of motor insurance.

Q. How do I get the Pass Plus discount?
A. To get the Pass Plus discount you need to contact us on 0845 246 8701. The Pass Plus discount is not available online as we do need to check that you meet all criteria. Read more about how Pass Plus can benefit you when you take out Direct Line car insurance.

Q. Can I have an annual green card and are they free?
A. Yes, you can have an annual green card that is free of charge. However, this only gives you the minimum cover in the country you are driving in (i.e. the equivalent or less than the UK’s Third Party Only insurance), but you can extend your policy to allow the same cover you enjoy in the UK (i.e. Comprehensive or Third Party Fire and Theft) by paying an additional charge. This is called a Foreign Use Extension.

To counter weekend or short trips, we provide Foreign Use for 3 days or less free of charge. We allow a maximum of 90 days’ Foreign Use per policy year. Please call us to arrange your cover.

Q. Are my spouse and I covered for our business use with our Direct Line policy?
A. Your policy documents will confirm which cover applies to the policy. If you are in doubt, please contact us on 0845 246 8701.

Q. Do I have to pay an excess if my windscreen is repaired?
A. Please refer to your schedule or your motor insurance certificate for your windscreen damage excess.

Q. What does 'Partner' mean in relation to adding an additional driver to my quote or policy?
A. If you add an additional driver to your quote or policy, select 'Partner' if you (the insured) and the additional driver are a couple, living together, but are not married or have not had a Civil Partnership Ceremony. It is your responsibility to make sure that information relating to all drivers covered by the policy is accurate. Any deliberate misrepresentation made by you in order to obtain a lower premium could result in avoidance of your policy and rejection of any claims.

Q. What does 'Spouse' mean in relation to adding an additional driver to my quote or policy?
A. If you add an additional driver to your quote or policy, select 'Spouse' if you (the insured) and the additional driver are legally married or have had a Civil Partnership Ceremony.
It is your responsibility to make sure that information relating to all drivers covered by the policy is accurate. Any deliberate misrepresentation made by you in order to obtain a lower premium could result in avoidance of your policy and rejection of any claims.

Q. What does 'Other' mean in relation to adding an additional driver to my quote or policy?
A. If you add an additional driver to your quote or policy, select 'Other' if the additional driver is not your:

• Partner: a couple, living together, but are not married or have not had a Civil Partnership Ceremony;
• Spouse: legally married or have had a Civil Partnership Ceremony.