Direct Line Group

9,000 staff members move from office to remote working in weeks.

Direct Line Group

Direct Line Group needed to quickly shift from an office-based organisation to the vast majority of its employees working from home. It chose Total for its ability to respond rapidly, its flexibility and its competitive pricing. Total provides a complete service encompassing procurement, configuration, deployment and support of IT to DLG’s home workers, and has delivered more than 100,000 items.

At a Glance

Headquartered in Bromley, Direct Line Group is one of the UK’s leading insurance companies. Through its well-known brands such as Direct Line, Churchill, Green Flag and Privilege, DLG offers a wide range of home, personal and motor insurance products to consumers.

Services Delivered

Services Delivered

The support from Total has enabled DLG to maintain the high level of service it offers its end customers, even amongst the disruption of the pandemic.
Tech Deployed

Technologies Deployed

DLG needed to rapidly enable thousands of its staff to work from home.
Industry Sector

Industry Sector

DLG is one of the UK’s biggest insurance companies.
Business Driver

Business Driver

When the UK went into ‘lockdown’, companies had to respond near-instantly to enable their employees to work from home.
Winning Image (Direct Line Group)
Teams Meeting (Direct Line Group)


As mentioned above, DLG needed to move from an office-based organisation to the vast majority of its employees working from home.


Within just two weeks DLG was able to move nearly 9,000 of its office-based staff to home working. Total solved the immediate problem of a lack of hardware with a mixture of rental and refurbished laptops, alongside monitors, wireless keyboards and mice and Bluetooth headsets.

Total cleaned, refurbished and repaired the laptops as needed, and recorded the serial number of every item it shipped. Each laptop was configured with a base Windows 10 image and multi-factor authentication (MFA). Total created quick-start set-up instructions and sent them with the equipment bundle directly to each user’s home address.


Total now provides equipment to DLG staff within 24 hours of request. All procurement, shipping and repairs can be managed by DLG within the service software it uses, which Total has integrated into its systems. Windows Autopilot enabled a zero-touch digital deployment for each device – this automatically commenced as soon as the user connected to the internet – while Microsoft Intune provided DLG’s support team with remote device management.

Taking Care of Technology

There's a greater demand than ever for businesses to utilise technology and we are here to make that process simple.

Matthew Poulter

Head of Core Technology,

Direct Line Group

At the outset of the global pandemic, we made the decision to rapidly move our workforce home. We needed to stand-up a new supply chain and fulfilment capability to support this urgent need, working with a partner that could rapidly deliver this need and support our dynamic and evolving requirements.

Total, was chosen due to their proven capability, agility, and flexibility with commercially structuring this arrangement in a fair and competitive manner. Within 72 hours of signing our initial agreement, and beyond our expectations, the supply chain and fulfilment centre had been stood up and the first batch of equipment was being shipped out to our key and vulnerable colleagues – providing them with the equipment required to continue to support our customers during a very trying time.

Technology is the Enabler

Total is the Solution