When someone dies, their insurance policies don’t simply stop. For families handling a bereavement, Direct Line is one of the most commonly encountered insurers – they cover millions of cars, homes, pets, and travellers across the UK. The person you’ve lost may have held several policies at once, each of which needs to be dealt with separately.
The good news is that Direct Line has a dedicated bereavement team for exactly this situation. One call can begin the process for all of their policies at once. You don’t need to have everything to hand before you ring – the team will guide you through what they need at each stage.
If you are dealing with several organisations at once, our guide to notifying companies after a death covers the full range – banks, utilities, government departments, and other insurers.
Quick reference
| Policy type | Contact | What to do first |
|---|---|---|
| All Direct Line policies (bereavement) | 0345 605 9163 | Call the bereavement team – Mon–Fri, 9am–7pm |
| Car insurance | 0345 878 5155 | Can also notify via bereavement line |
| Home insurance | 0345 246 3564 | Can also notify via bereavement line |
| Life insurance (Aviva, 2019–2025) | 0330 303 9985 | Separate call – see life insurance section below |
| Online bereavement page | directline.com/help/dealing-with-difficult-times | Alternative starting point |
How to notify Direct Line of a death
Call 0345 605 9163 to reach Direct Line’s specialist bereavement team. Lines are open Monday to Friday, 9am to 7pm.
This is the best starting point for all Direct Line policies – car, home, pet, and travel. When you call, you’ll be transferred to a trained bereavement adviser who can begin the process for each policy the deceased held. You don’t need to call separate product lines first.
If you prefer to start online, Direct Line’s bereavement support page is at directline.com/help/dealing-with-difficult-times. You can also sign in to the deceased’s Direct Line account and access the “Extra support” section to begin the notification process digitally.
When you call, you’ll be asked for:
| Information | Notes |
|---|---|
| Full name and date of birth of the deceased | For account identification |
| Date of death | Required for all policies |
| Policy number(s) | On any insurance documents, renewal notices, or bank statements – but not essential for the initial call |
| Your name and relationship to the deceased | Executor, next of kin, or other representative |
| Your contact details | For any follow-up correspondence |
You don’t need to have all of this ready to make the first call. The bereavement team will guide you through what’s needed and confirm the next steps for each policy.
Direct Line no longer sells life insurance as a standalone product – so if you’re looking to claim on a life insurance policy, see the dedicated section below on life insurance held through Direct Line.
What documents you’ll need
The core requirement for all Direct Line policies is a death certificate. In the UK, death certificates are issued by the register office after a death is formally registered. It’s worth ordering several certified copies when you register – most organisations need either an original or a certified copy, and having multiple on hand avoids delays.
For all policies:
- Death certificate (original or certified copy)
- Policy number(s), if available
- Your identification and relationship to the deceased
If you can’t find the policy number: Check bank statements for Direct Line direct debits, which will usually show a policy or reference number. You can also search the deceased’s emails for renewal notices. If you have nothing, Direct Line can search their records using the deceased’s name, date of birth, and address – call and ask.
For joint policies: If the policy is held jointly – both names on the same policy – the death certificate is still the key document. The surviving policyholder should contact Direct Line to update the policy into their name alone.
For larger estates: If the estate will require a grant of probate, Direct Line doesn’t require probate before processing a routine insurance cancellation or refund. However, if there are outstanding claims of significant value, they may ask for confirmation of the legal authority to deal with the estate. Direct Line will advise you on what is needed if this applies.
What happens to each type of policy
Car insurance
A car insurance policy does not automatically continue after the policyholder dies. Once Direct Line is notified, the policy will be cancelled from the date of death.
Refund: Direct Line will refund any unused premium on a pro-rata basis – calculated by the days remaining on the annual policy. Most insurers waive the standard cancellation fee for bereavement; ask Direct Line to confirm this when you call.
Don’t drive the car yet. Before anyone gets behind the wheel of the deceased’s vehicle, contact Direct Line to confirm whether any cover remains in place. Even if a family member was a named driver on the original policy, that cover was personal to the deceased – it may not extend to others after the policyholder’s death. Driving an uninsured vehicle is a criminal offence. If anyone needs to move the car urgently, short-term cover is available from specialist providers from as little as one hour.
Joint policies: If both names were on the policy, the death of one policyholder doesn’t automatically end cover for the other. Contact Direct Line to remove the deceased from the policy and continue it in the surviving policyholder’s name. The premium may be recalculated.
No-claims discount: The deceased’s no-claims history was personal to them and cannot formally be transferred. However, some insurers show flexibility for a surviving spouse setting up their own policy – it’s worth asking.
For a full guide to insurance, DVLA registration, vehicle tax, and what to do with the car itself, see what happens to car insurance when someone dies.
Home insurance
Home insurance – both buildings and contents – needs careful attention after a death, particularly if the property is going to be empty for any period.
Once you notify Direct Line, they will confirm the current status of the policy and discuss what happens next. Some insurers extend cover temporarily for executors; others require a new policy to be arranged. Ask Direct Line directly: “Is the property currently insured, and until when?”
The unoccupied property problem: Standard home insurance policies – including Direct Line’s – typically restrict or remove cover once a property has been empty for a consecutive period. Direct Line’s home insurance policy triggers restrictions after 60 consecutive days of unoccupancy. After that threshold, cover reduces significantly: most claims for water damage, theft, and vandalism will not be covered. For a property that is going to be empty during probate – which typically takes three to nine months – this is a real gap that executors need to address.
If the property will be empty beyond Direct Line’s 60-day limit, you’ll need to arrange specialist unoccupied property insurance or probate house insurance before that threshold passes. This is available from specialist providers including Homeprotect, UKinsuranceNET, and Intelligent Insurance.
Refund of unused premium: Direct Line will refund any unused premium from the date of cancellation on a pro-rata basis.
Joint policies: If the policy covers both the deceased and a surviving partner who remains in the property, the policy can usually continue in the surviving partner’s name. Contact Direct Line to update the details.
For the full picture on home insurance after a death – including the unoccupied property exclusion, probate house insurance, and executor responsibilities – see what happens to home insurance when someone dies.
Pet insurance
If the deceased had a Direct Line pet insurance policy, contact the bereavement team on 0345 605 9163 to cancel it and arrange any pro-rata refund. If the pet is being rehomed with a family member, they will need to arrange their own pet insurance in their own name – existing policies cannot simply be transferred.
If there is an outstanding vet claim on the policy at the time of death, notify Direct Line and ask whether that claim can still be pursued as part of the estate. Direct Line will advise on the specific position for any active claims.
Travel insurance
Travel insurance policies end with the death of the policyholder. If the deceased had an annual multi-trip policy, contact Direct Line to cancel it and request a pro-rata refund of any unused premium.
If you – as a family member – were also named on the policy or were due to travel together, ask Direct Line whether your own cover remains in place. Cover for named travellers on a shared policy may or may not continue after one policyholder’s death; Direct Line will confirm your position.
If you need to make a claim for a trip that was booked and is now not going ahead due to the death, check the policy for a cancellation benefit. Many travel policies include cancellation cover for serious illness or bereavement. Direct Line will walk you through this when you call.
What happens to a life insurance policy held through Direct Line
Direct Line no longer sells life insurance as a new product, but millions of policies were sold through them historically – underwritten by third-party providers. If the deceased held life insurance through Direct Line, who you contact depends entirely on when the policy was taken out.
| Policy period | Underwriter | Contact | Hours |
|---|---|---|---|
| July 2019 – May 2025 | Aviva | 0330 303 9985 | Mon–Thu 8:30am–6pm; Fri 8:30am–5:30pm |
| January 2013 – July 2019 | Legal & General | 0800 137 101 | Mon–Fri 9am–6pm |
| Before July 2011 | Countrywide Assured | 0345 3000 144 | Mon–Fri 9am–5:30pm |
For policies between 2011 and 2013, check the policy documents or contact Direct Line who will direct you to the correct underwriter.
Source: Direct Line – life cover page, verified May 2026.
For a full explanation of how life insurance works at death – including trust status, probate, and inheritance tax – see our guide to what happens to life insurance when someone dies.
Joint policies
Joint insurance policies – where both the deceased and a surviving partner or spouse are named – work somewhat differently from sole policies.
The surviving policyholder remains covered on a joint policy. The death of one policyholder does not automatically void cover for the other. However, you should notify Direct Line promptly so they can update the policy records and remove the deceased’s name.
When you call:
- Direct Line will restructure the policy in the surviving policyholder’s name
- The premium may change – a new risk assessment may apply depending on the cover type
- For home insurance, confirm that the property is still occupied and by whom – this affects cover terms
One practical note: if the surviving spouse is elderly or in poor health and is now living alone in the property, the insurer should be told. Leaving inaccurate policy records in place is not just an administrative problem – it can affect the validity of future claims.
If there’s an outstanding claim
If the deceased was in the middle of a claim at the time of death – for example, a car accident claim, a pending home insurance claim, or an ongoing repair – the estate can continue to pursue it. Claims do not automatically lapse when a policyholder dies.
Contact Direct Line’s bereavement team and explain that there is an active claim in progress. They will advise on the specific position and what documentation is needed to transfer or continue the claim as part of the estate.
If the deceased died in a road accident, check whether the car insurance policy included a personal accident benefit. Some comprehensive Direct Line policies include a lump sum payment in the event of the policyholder’s accidental death. The bereavement team can confirm whether this applies.
If the accident involved another driver who was at fault, there may also be a separate third-party claim to consider. A solicitor specialising in personal injury or road traffic accident claims can advise on this.
How long does it take?
| Task | Typical timeline |
|---|---|
| Policy cancellation confirmed | Promptly on notification |
| Pro-rata premium refund (car) | 3–8 weeks after documents received |
| Pro-rata premium refund (home) | 3–8 weeks after documents received |
| Written confirmation of cancellation | Sent by post or email after notification |
| Life insurance claim (via Aviva) | 5 working days once claim approved (if policy in trust) |
| Life insurance claim (not in trust) | Depends on probate – can be several months |
The main causes of delay are incomplete documentation and difficulty locating policy numbers. If Direct Line has everything they need at the first call, the process moves quickly.
Tips and things to watch out for
Cancel the direct debit through Direct Line, not your bank. If insurance premiums are paid by direct debit, notify Direct Line before cancelling the direct debit with the bank. Cancelling the direct debit first may trigger a lapse in cover before the cancellation is formally processed, which can complicate the refund and affect any active claims.
Auto-renewal. Most Direct Line policies auto-renew annually. If the death occurs close to a renewal date, make sure Direct Line knows before the renewal processes – otherwise you may find a new annual premium has been charged for a policy that should have been cancelled.
Check bank statements for all policies. People don’t always keep track of every policy they have. A search of the deceased’s bank statements for “Direct Line” direct debits will reveal all active policies. There may be more than you expect – a person could hold car, home, pet, and travel policies simultaneously.
Probate is not required for cancellation. You do not need a grant of probate to contact Direct Line and begin the process. Notifying an insurer of a death is an administrative step that does not require legal authority over the estate. Probate may become relevant later – for example, if there is a large outstanding claim that needs to be settled as part of the estate – but it is not a prerequisite for the initial notification call.
Churchill and Privilege are separate. Direct Line Group also owns Churchill and Privilege, which are separate brands. If the deceased held a policy with one of those brands, they need to be contacted separately – the Direct Line bereavement team handles Direct Line policies only. See our guide to notifying Churchill after a death for the Churchill process.
The deceased’s online account. If the deceased managed their policies online, those account credentials and login details should be noted and then the account closed via Direct Line’s process. Do not use the deceased’s login credentials on their behalf – contact Direct Line directly as the next of kin or executor.
Summary
For all Direct Line insurance policies – car, home, pet, and travel – call the bereavement team on 0345 605 9163 (Monday to Friday, 9am to 7pm). Have the death certificate and any policy documents or numbers to hand, though you can also call without them.
For life insurance sold through Direct Line, the correct contact depends on when the policy was taken out – see the life insurance section above for the specific numbers.
Direct Line will confirm the status of each policy, arrange cancellation and pro-rata refunds, and guide you through any outstanding claims. The process is usually straightforward; the team is used to handling these calls with care.
For a broader overview of all the financial and legal tasks after a death, see our complete guide to notifying companies and organisations.
If the deceased held a Hastings Direct policy – car, home, van, or bike insurance – see our guide to notifying Hastings Direct when someone dies.
If the deceased held an LV= policy – car, home, pet, travel, or life insurance – see our guide to notifying LV= when someone dies.
If the deceased held an AXA policy – car, home, travel, or AXA Health private medical insurance – see our guide to notifying AXA when someone dies.
If the deceased held a SAGA policy – car, home, travel, or health insurance – or a SAGA Savings account, see our guide to notifying SAGA when someone dies.
If the deceased held AA breakdown cover or AA car insurance, see our guide to notifying the AA when someone dies.
Sources: Direct Line – dealing with difficult times, verified May 2026; Direct Line – life cover, verified May 2026; withfarra.co.uk – notify Direct Line of death, verified May 2026.