Manage my insurance
There are many ways that you can manage your insurance using your online account.
You can also change your address and contact numbers, view and download your documents, and see the full details of your cover online.
Log into my accountIf you don't have an online account with the Motability Scheme, you can create one here:
Create an online accountNeed to do something else? Tell our virtual assistant or give us a call.
Use our Virtual Assistant to get instant help
All new claims can be logged 24/7, 365 days a year using your online account.
Log into my accountIf you'd prefer to speak to us about your claim, get in touch:
Cars and wheelchair accessible vehicles (WAVs):
0300 037 3737
Powered wheelchairs and scooters:
0800 294 0790
Lines are open from 8am to 7pm Mondays to Fridays, 8am to 4pm Saturdays.
If you have a question about claims, try our FAQ's or ask the virtual assistant.
You can find lots of useful information about your insurance and lease on the Motability Scheme website (opens in new window).
They also have plenty of helpful answers on their Frequently Asked Questions page.
View the FAQsOur Virtual assistant can answer most policy or claims enquiries here today it's available 24/7, and is also supported during office hours by our staff who can chat to you online, just enter your question in the box at the top of this page. If you prefer to talk to us on the phone, then please give us a call.
If you'd like to send us a written/emailed enquiry, then we will do our best to get back to you within five working days. To send your enquiry, please email us with the following information:
- Full name
- Relationship to Direct Line Motability
- Customer reference number or policy number
- Date of birth
- First Line of your address
- Post code
- Telephone number
- Full details of the enquiry
To view the address to send your email to, please read and agree to the following statement:
Being aware when using email
If you use email to communicate about your insurance, the following things may affect your privacy and data:
- If you have used an email address that is provided by your employer or a company you work with, be aware that they may make emails visible to certain employees as part of its own security measures
- Email systems may keep messages and files for long periods of time, including storage in "trash" or "recycle bins"
- If you use a computer, mobile device or an email account that you share with other people, they may see your messages or files
You may wish to use a different email address, or ensure you promptly move emails to a more secure storage location.
Please send your email to the following address:
DLM.CustServ@directlinegroup.co.uk
Want to change a driver, update contact details, download documents, make a claim or see your cover? You can do this online at any time in My Account.
Our virtual assistant can answer most claims or policy enquiries today. It's available 24/7, 365 days a year, and is supported during office hours by staff who you can speak to. Enter any question in the Virtual Assistant section above. Or if you'd prefer to speak to someone, give us a call.
Our emergency assistance lines are always open using the numbers below:
Cars and wheelchair accessible vehicles (WAVs)
0300 037 3737
New claims: Monday to Friday 8am to 7pm and Saturday 8am to 4pm
Existing claims (logged from 1st September 2023): Monday to Friday 9am to 5pm
Customer Services: Monday to Friday 8am to 7pm and Saturday 8am to 4pm
Powered wheelchairs and scooters
0800 294 0790
Claims and Customer Services: Monday to Friday 9am to 5pm
If you had an incident or have an open claim logged before 1st September, this will still be managed by RSA Motability (RSAM). You can contact them on 0300 037 3737 , Monday to Friday 9am to 5pm.
You can either give us a call on 0300 037 3737 or make a complaint. This will take you to a complaints form, which you can complete and submit online.
Make a complaintCareers at Direct Line Group
If you are interested in the opportunities that Direct Line Group has to offer, see our careers page (opens in new window).