Direct Line

Direct Line pet insurance review

We've reviewed the pet insurance offered by Direct Line and gathered customers' views in our satisfaction survey.

3.9 ★★★★★ (50 reviews) Write a review
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Esther Wolffowitz
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Customer rating
★★★★★
Satisfaction survey
Up to 12.5% discount for insuring more than one pet under one policy for the first year.
Sorry, rabbits. Only covers dogs and cats.

Direct Line offers pet insurance for dogs and cats. The insurer says that as no two pets are the same, its Essential and Advanced cover options can both be customised to suit each animal. What’s more, it also offers a 12.5% discount for insuring more than one pet under a pet policy. Here’s what else we think you should know.

Compare Direct Line’s available policies in our table

Data updated regularly
Name Product Maximum vet fees Type Of Cover
Direct Line Advanced cover
Direct Line Advanced cover
Up to £8,000 for each condition
12 months
Direct Line Essential cover
Direct Line Essential cover
Up to £4,000 for each condition
12 months
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Who is Direct Line?

Direct Line began in 1985 and sold car insurance. Since then, it has branched out to pet, van, travel, landlord and home insurance.

This award-winning company’s Advanced cover is 5-star Defaqto-rated when purchased with all the optional extras on offer.

What are Direct Line’s cover options?

  • Essential cover. The standard pet insurance policy with time limits applied for each condition that is covered.
  • Advanced cover. An enhanced pet insurance policy with no time limits for each condition that is covered.

What is covered under my policy?

Cover benefitsEssential coverAdvanced cover
Veterinary fees for each conditionUp to £4,000Up to £8,000
Time limit for each condition12 months from the date of the initial treatmentNo time limits applied
Accidents, injuries and disease cover (including dental accidents)✓✓
Dental disease coverXUp to £1,000
Complementary treatments✓✓
EuthanasiaXUp to £100
Online chat and video services with vets 24/7✓✓
Legal advice and helpline for bereaved pet owners✓✓

Optional extras

  • Third party liability cover (for dogs only). Cover up to £2.5 million if a dog damages property or is responsible for injuring or killing a person.
  • Overseas travel cover. Cover that includes emergency overseas cost up to £300, quarantine costs up to £1,500, lost pet passport cover up to £250 and repeat tapeworm treatment.
  • Five in one care package. Cover that includes: kennel or cattery fees, advertising cover for a missing pet, lost or stolen pet cover up to £1,500, holiday cancellation cover and up to £1,500 for the death of a pet.

Exclusions

Direct Line has several general exclusions that could result in you being unable to make a claim. Some of these include:

  • Pre-existing medical conditions
  • Behavioural issues
  • Routine veterinary check-ups, treatment or vaccinations preventing illnesses or condition
  • The insurers time and sum limit has been met
  • Any injury or condition that happens during the first 14 days of the start of the policy

What is my excess?

Your excess is the amount of money you’re expected to pay if you have to make a claim on insurance.

For example, to cover veterinary fees, you may need to pay an amount towards the cost of treatment for each illness or injury.

Check your own policy document to see if any excess applies.

What is the claims process for Direct Line?

To make a claim, there are three ways to get in touch with Direct Line. To make a claim over the phone, call 0345 246 8496. Lines are open 8am-6pm every week day and 9am-5pm on Saturdays. To claim online, visit the Direct Line website and complete the online claims form. You can also download and print the claims form, complete it and post it back to:
Pet Claims
Leeds Processing Centre,
42 The Headrow
Leeds,
LS1 8HZ

Alternatively, you can scan the form and email it back to petclaimreturn@ukipartnerships.com

It’s vital that you let your insurer know about a claim as soon as possible. Failure to do this could result in a delay or a rejected claim later on.

Direct Line Pros and Cons

Pros

  • Online discount offered to new customers
  • Up to 12.5% discount for insuring more than one pet under one policy for the first year
  • A range of optional extras available for increased pet protection

Cons

  • Only two cover levels offered
  • No policies cover pre-existing medical conditions
  • No lifetime insurance policies are offered

Pet insurance ratings

★★★★★ — Excellent

★★★★★ — Good

★★★★★ — Average

★★★★★ — Subpar

★★★★★ — Poor

Our customer satisfaction scores (“Customers say”) are based on a survey of 759 customers carried out in December 2020.
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