Home insurance enquiries
0345 246 3564Getting to the right team
- You'll reach an automated system that asks why you're calling.
- Say "renewal" or "thinking of leaving" — not "make a payment", which routes you to billing.
- Ask to speak to someone about your renewal price when you reach an adviser.
We have not verified this number. We hold it in our records, but we have not traced it to a page published by the insurer on a date we can state. It may well be correct — we are telling you that we do not know that it is. Check it against the contact page on the insurer’s own website before you rely on it. Unverified
Before you call
Direct Line doesn't appear on price comparison sites. You can't benchmark it the way you would most insurers, so get a like-for-like buildings and contents quote from a rival first — same cover level, same excess, same add-ons — and have the figure in front of you when you dial.
Cite an independent insurer such as Aviva, LV= or AXA. Don't cite Churchill: it's a sister brand under Direct Line Group, so it carries no weight as a threat. Verified
What you're entitled to
- Your renewal can't cost more than an equivalent new customer would pay. Under the FCA's pricing rules (PS21/5, implemented through ICOBS 6B and in force since 1 January 2022), the renewal price for the same cover through the same channel must be no higher than the equivalent new-business price. The FCA reviewed these rules in July 2025 and left them in place. Verified
- You can ask them to check that figure. Direct Line publicly confirms it applies this rule. Asking an adviser to compare your renewal against the equivalent new-business price for your profile is a legitimate request, not a gotcha. Verified
- Fourteen days to change your mind. A statutory cooling-off period applies from the start of cover or from when you receive your documents, whichever is later. It applies again after each automatic renewal. Verified
- Opting out of auto-renewal is free. You can't be charged for turning it off, and you can turn it off at any time. Verified
We don't hold a confirmed mid-term cancellation charge for Direct Line home insurance, so we're not going to state one. Your policy schedule lists the figure that applies to you. General
What they'll say, and what to say back
They doStates the price is already their best and that they do not price-match.
You sayCounter by being genuinely willing to switch, and name a specific rival quote and what it covers.
They doCites risk or inflation as the reason for the rise.
You sayAsk what the equivalent new-business price would be for your profile today. Market-wide rises are real, but they do not answer the question you are asking.
They doOffers extras rather than a premium cut.
You sayAsk specifically for the reduction on the premium. An add-on you wouldn't have bought isn't a saving.
General These patterns are drawn from published consumer reporting on insurer retention behaviour, not from Direct Line's internal scripts.
Lines that work
"I'm thinking of leaving. My home renewal has gone up and I can get the same cover elsewhere for £X."
General Opens with the intention to leave, which is what routes you to a retentions adviser.
"Could you review my renewal against your equivalent new-business price for my profile?"
General Invokes the FCA rule directly. Reasonable to ask; nothing to lose.
"What's the best you can do to keep me?"
General Use after declining their first offer, not before.
We publish these as effective general phrasing. They are not insider scripts, and we don't claim a specific saving from using them.
Where this comes from
| Claim | Source | Checked |
|---|---|---|
| Number 0345 246 3564 | Third-party contact directories describe this as the Direct Line home insurance customer service line. Direct Line publishes no contact numbers on its own site | Unverified |
| Renewal price rule (PS21/5 / ICOBS 6B) | FCA Policy Statement PS21/5; FCA Evaluation Paper 25/2, 22 July 2025 | 26 July 2026 |
| Direct Line Group pricing redress (covered home policies) | FCA statement, 1 September 2023 | 26 July 2026 |
| Churchill is a sister brand | Direct Line Group corporate disclosure | 26 July 2026 |
| Mid-term cancellation fee | Not held in our records for Direct Line home cover | Not known |
Bill Watch
One email, three weeks before your renewal or fixed deal ends, telling you it's time to shop around. Free, and that's the whole product.
No spam, no sharing your address, unsubscribe in one click. We'll email you once to confirm — the reminder only starts after you click that link.