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Car insurance frequently asked questions

Purchasing my policy

  • Can I get immediate cover?

    Yes, providing you have a debit or credit card we can start your cover immediately. If you wish to pay by direct debit you will also need to have your bank details to hand.

  • I have selected the wrong start date, can I change it?

    You cannot amend the date a policy is due to start. Please call our cancellations team on 0844 561 6034, who will be able to cancel your policy and requote you for the correct start date.

  • Why is my essential policy excess higher than a direct policy excess?

    Your policy excess will vary by product and other underwriting criteria. In some cases the higher your policy excess, the lower the premium will be.

  • Are my details secure over the internet?

    Yes, we use industry standard Secure Socket Layer (SSL) 128-bit encryption technology to keep your personal information and credit/debit details as secure as possible.

  • I would like to discuss the details of my quote, which number do I call?

    You can call our sales team on 0800 99 1066. Please be aware our advisors cannot offer a cheaper price or discount for purchasing over the telephone.

General enquiries

  • Why have you asked me to send in my driving licence?

    As part of our ongoing commitment to reduce insurance premiums it is vital that we reduce fraudulent claims. We randomly spot-check the information provided by customers to ensure it is accurate, as this is how the insurers rate policies and determine price. To help with this, you have been randomly selected to send us your documentation in order to validate your insurance policy. We will return the documents to you securely.

  • If I have an accident will I get a courtesy car?

    Providing you have comprehensive cover and you use the nominated repairer you will get a courtesy car for the duration of your repair once the work has started. This is subject to availability and not available in the event of a total loss claim. Should the nominated repairer experience any delays with the repair which are outside of their control, they reserve the right to withdraw the courtesy car.

  • If my car is damaged by fire or damaged as a result of a theft or attempted theft will I get a courtesy car?

    Providing you have comprehensive or Third Party Fire & Theft cover and you use your insurer's nominated repairer you will get a courtesy car for the duration of your repair once the work has started. This is subject to availability and not available in the event of a total loss claim. Should the nominated repairer experience any delays with the repair which are outside of their control, they reserve the right to withdraw the courtesy car.

  • Can I drive abroad?

    Yes, a Hastings Direct policy offers 90 days automatic EU cover included at the same level of cover as you have in the UK, unless stated otherwise on your policy documents.

    If you have a Hastings essential policy you are covered to the minimum level of the country you are visiting but you can call 0844 800 3844 to upgrade to comprehensive.

  • What do I do if I have lost my certificate?

    We can send you a new certificate, however a fee of £20 may apply. Please call customer services on 0844 800 3844.

  • Do I have windscreen cover?

    Yes, if you have a Hastings Direct comprehensive policy you are usually automatically covered for replacement or repair of a windscreen. If you have a Hastings essential policy there is no windscreen cover. If you want windscreen cover please select a Hastings Direct comprehensive policy.

  • Am I insured to drive another car?

    Yes, providing you are over 25 when you take out your policy with us, most Hastings Direct policies cover you to drive any other private car on a third party only basis, provided the vehicle is insured, the owner has given permission and it is not owned by yourself as the policyholder. Hire purchase or lease agreed vehicles are not permitted and this is for the policy holder only, named drivers are not included.

    Hastings Essential policies do not cover you to drive any other vehicle.

    This is subject to terms and conditions shown in your policy and where this cover is provided it will be clearly stated on your certificate of insurance.

  • Will you insure my car if it has modifications?

    Any modifications that improve your car's value, performance, handling or attractiveness may be unacceptable. Please call one of our sales advisors on 0800 99 1066 for confirmation.

  • Can I give permission for other people to speak to you on my behalf?

    For security reasons, we can only deal with you, the named policyholder. You can, however, nominate another person to contact us on your behalf if necessary. You will have to provide permission and the nominated person(s) details. For security purposes, we will keep their details on file. Named drivers do not automatically have authorisation to discuss the policy or make any amendments, unless you have given permission.

  • How do I get in contact about my policy?

    For a new quote, or to discuss a quote call 0800 99 1066
    To discuss your renewal call 0844 561 6034
    For all other queries, or if you are an existing customer call 0844 800 3844
    Lines are open
    Mon-Fri 08:00 – 21:00
    Sat 09:00 – 17:30
    Sun 10:00 – 17:00

Amending my policy

  • What if I want to change some details on my policy?

    Amendments to your policy may include a charge of £35 plus the insurer charge. Please see Our fees for details.

  • I have just incurred a motoring conviction — do I need to advise you straight away?

    You can call us at anytime to advise if you have incurred a conviction. However, it does not need to be added onto your policy until your next renewal.

  • I am moving home — will this affect my premium?

    Yes, your address details are one of the criteria your policy is rated on. Your premium will be adjusted accordingly. Please call our customer services team on 0844 800 3844 for details

  • Can I add drivers on to my policy?

    Yes, providing they meet with the insurer's terms and conditions. Please call our customer services team on 0844 800 3844 for a quote.

  • What if my driving licence type changes?

    If your licence type changes after you have taken out a policy you are required to let your insurer know. Changes to your licence can cause your premium to change substantially. Examples of changes to licence can include: provisional to full licence or change of licence category. Further information on driving licences can be found at www.direct.gov.uk

    If you need to update your policy or have any other questions relating to this topic please contact our Customer Services team on 0844 800 3844 who will be happy to help you.

My no claims discount

  • Can I protect my no claims discount?

    Yes, providing you have 4 or more years we can usually protect this for an additional premium. We may also be able to offer protection if you have 1 year, although the premium will be higher.

  • What do I need to send in as my proof of no claims discount?

    We will always try to contact your previous insurer to confirm your no claims discount. As long as you have provided their details, you should not have to send in any documents. However, if we cannot confirm this information, we will ask you to send in either your most recent renewal invite or a letter confirming your no claims discount from your previous insurer.

  • I have had a claim. Can I add protection to my no claims discount if I pay the difference?

    No. You can only add no claims discount protection when you take out a new policy, or at your renewal. This is subject to the underwriter's terms and conditions.

  • Can I use the no claims discount that I earned on a company car?

    If you are claiming a No Claims Discount it is only acceptable if it has been:

    • earned on a private car policy in your name (not as a named driver)
    • earned in the UK within the last 2 years
    • it is not being used on a different policy.
  • Can I use the no claims discount I have earned on a motorbike / commercial vehicle?

    No, we can only accept no claims discount that have been earned on a private car policy, in the UK.

  • Can you send me proof of my no claims discount?

    Your most recent renewal invite is proof of your no claims discount. If you do not have this please call 0844 800 3844 and we can send you a letter as proof. Please note we can only send this once a policy is no longer in force.

Payments

  • I have missed a direct debit payment. What should I do?

    You will need to discuss your options with our accounts team. Please call 0844 8000 549.

  • I can't afford to pay for my insurance. What should I do?

    You will need to discuss your options with our accounts team. Please call 0844 8000 549.

  • I no longer want my insurance policy so I have cancelled my direct debit. Will this cancel my policy?

    No, cancelling your direct debit only means you will stop making payments to us. Your policy will still be in force so you will still be required to pay for your days on cover. If you no longer need insurance please call our cancellations team on 0844 561 6034. Fees apply.

  • Why has my direct debit amount changed?

    If you make any changes to your policy your remaining direct debit instalments will be adjusted accordingly.

Renewing my policy

  • Will my policy automatically renew?

    Yes, to make things easier for you, in most cases we operate on an automatic renewal basis. Your renewal documents will clarify what type of policy you have and whether it is set to automatically renew.

  • Can I opt out of automatic renewal?

    If you would prefer us not to automatically renew your policy please call our renewals team on 0844 561 6034.

  • How do I cancel my renewal?

    Please call our renewals team to cancel on 0844 561 6034.

  • Will I be charged if I cancel my renewal before the start date?

    No, the cancellation fees are only applicable once the policy is in force.

  • What happens if my policy has renewed automatically but I have taken insurance elsewhere?

    We will need to see a copy of your certificate from your new insurer. Providing the certificate shows you took the policy on your renewal date we will issue a refund of any payment we have taken and cancel your renewal from the inception date.

  • What happens if I have an on-going claim, or have had a claim after my renewal quote was issued?

    Any claim that is still being resolved will affect your renewal price. It will be assessed as a worst case scenario in all cases and once the claim is settled your premium will be adjusted accordingly.

Making a claim

  • I have had an accident. How do I make a claim?

    If you need to report a claim, you must report it as soon as possible and call our 24 hour UK based helpline, details of which are in your policy documents.

  • How quickly do I need to report an accident?

    All claims should be reported as soon as possible and, at the latest, within 48 hours of the incident.

  • Why do I need to tell you about an accident so quickly?

    By notifying us as soon as possible about an accident, we can settle your claim quicker and, if your car is repairable, notify one of our approved repairers as soon as possible. Furthermore, quickly notifying us of the accident means the details of the incident are fresh in your mind and will help us mitigate the costs involved in dealing with your claim, helping us to keep our prices as low as possible.

  • What is a total loss?

    If the cost of the repairs is more than your vehicle's current market value, it is likely we will consider it to be beyond economic repair. This is often referred to as a total loss. In these cases, we will make you an offer for your vehicle based on it's market value. Please refer to your policy booklet for full details.

  • What happens if my car has been stolen/set on fire?

    Once you have registered a claim, our Validation team will arrange a telephone conversation with you to discuss the circumstances and what will happen next.

  • What is an uninsured loss?

    These are costs you may incur as a result of an accident, that are not already covered by your motor insurance policy. For example, the policy excess. If you have additional products on your policy, like legal protection, the provider may be able to assist in recovering reasonable costs from the person responsible.

  • What happens if the accident is not my fault?

    Our main concern is to get your vehicle repaired or settlement out to you if it is a total loss. We will then try to recover our outlay from the responsible party. If we are successful then making the claim will not affect your no claims discount.

  • What happens if the accident is my fault?

    If you have a comprehensive policy we will arrange for your vehicle to be repaired or settled on a total loss basis, we will also endeavour to contact the third party and assist them in settling their claim as quickly as possible. If you receive any correspondence from any other parties involved in the incident please forward it to us and we will try and respond on your behalf.

  • How long will my claim take to settle?

    Every claim is different so we are unable to put a timeframe on how long it will take to conclude. We will, however, endeavour to process your claim as quickly as possible with minimal disruption and keep you informed every step of the way.

Other services

  • Do you offer legal expenses cover?

    For Hastings Premier, legal cover is included as standard; however for Hastings Direct customers this is an additional product. Our legal expenses cover, managed by Arc on behalf of Inter Partner Assistance SA, provides you with assistance when claiming for the following in the event of an accident that is not your fault.

    • Compensation for not being able to use your vehicle
    • Any excess you may have paid under your motor insurance policy
    • Compensation if you or any passenger are injured or killed
    • Compensation for damage to your clothes, luggage or personal belongings
    • Reasonable costs for a hire vehicle whilst yours is being repaired
    • Repair costs if you don't have comprehensive motor insurance cover
    • You are covered for claims reported within 180 days of your accident
    • Legal costs to defend prosecution arising from a motoring offence
    • 24/7 Legal advice

    You are not covered for:

    • Any legal costs you pay before Arc agree to pay them
    • Any claim if there is less than a 50% probability of success

    The insurer is Inter Partner Assistance SA. Full terms and conditions can be found in our optional extras booklet. You may be able to get legal support after an accident without this policy, but you would need to arrange this yourself.

  • Do you offer breakdown cover?

    On Hastings Premier polices breakdown roadside assistance is included as standard; however if you choose you can upgrade this. For Hastings Direct customers, breakdown cover is an additional product.

      Roadside Recovery UK Recovery Home Service European Cover
    Misfuelling in the UK included included included included
    If you misfuel your car we'll arrange and pay for your vehicle to be drained and flushed of the contaminated fuel, and refuel up to ten litres of the correct fuel. Hide
    UK-wide coverage included included included included
    In case of a breakdown, your insurance policy will cover your car wherever you drive within the UK. Hide
    Roadside assistance included included included included
    To get you back on the road quickly, we'll arrange service at the scene of the breakdown. If it can't be fixed, we'll arrange for your car to be taken to a local garage. Hide
    Caravan & trailer service included included included included
    In the event of a breakdown, any attached caravan or small trailer used for private purposes will be entitled to the same service as your car. Hide
    Recovery away from home   included included included
    If your car can't be repaired at the roadside or at a local garage the same day, we'll arrange for one of the following: the vehicle, you and your passengers to be taken to your destination or home; accommodation for one night; or hire of another vehicle. Hide
    Emergency driver   included included included
    If you are unable to drive due to injury or illness acquired during the journey, we'll arrange for a driver to finish the journey or return you and your car to where the journey started. Hide
    Home service     included included
    We'll arrange to pay call-out fees and labour charges needed to start your car in the event of a breakdown at or within one mile of your home. Hide
    European cover       included
    Our European cover gives you the benefit of our Roadside, Recovery and Homestart levels of cover while travelling abroad with your car in the event of a breakdown. Hide
  • Do you offer personal accident cover?

    Personal accident is an optional extra available to you. It provides valuable benefit for death or certain specified injuries following an accident in the insured car. Also, cover is provided for your clothing and personal effects following a road rage incident. Please check your policy documents to see if this is included. If you would like to add this to your policy call 0844 800 3844 for details.

  • When can I add optional extras onto my policy?

    Some extras can be added at any point in your policy, please call our customer services team on 0844 800 3844 for details.

Cancelling my policy

  • What if I change my mind and no longer require the policy?

    You can cancel your policy at any time. Cancellation, however, is subject to our fee — which is £25 if cover has not started or within the first 14 days and £55 at all other times — plus whatever your insurer will charge for your time on cover. Please see terms and conditions for full details.

  • Will I have to cancel my policy if I buy a new car?

    No, in most cases we can simply change your vehicle details on your policy. Depending on your new vehicle, the premium will be adjusted accordingly. Please call our customer services team on 0844 800 3844 for a quote.

  • If I cancel my policy, what are the fees?

    Cancellation is subject to our fee — which is £25 if cover has not started or within the first 14 days and £55 at all other times — plus the insurer charge for your time on cover. Please see full our fees for details.

  • I no longer want my insurance policy so I have cancelled my direct debit. Will this cancel my policy?

    No, cancelling your direct debit only means you will stop making payments to us. Your policy will still be in force so you will still be required to pay for your days on cover. If you no longer need insurance you will need to speak to our cancellations team and cancelling is subject to our fee — which is £25 if cover has not started or within the first 14 days and £55 at all other times — plus whatever your insurer will charge for your time on cover.

  • How do I cancel my renewal?

    Please call our renewals team to cancel on 0844 561 6034.

If we are unable to provide you with a quotation

  • If we are unable to provide you with a quotation you can find alternative insurance brokers who will be able to assist by calling BIBA's (British Insurance Brokers Association) helpline on 0870 950 1790 between Monday to Friday 9am-5pm or by visiting their website.

Cashback Websites

To ensure your policy is attributed to the correct cashback site and is confirmed correctly, please ensure that your cookies are cleared and that you start a new quote once you reach hastingsdirect.com, and do not retrieve an existing quote you have received from any of our other partners, such as price comparison sites. Failure to do so may result in the transaction being declined.

These FAQs cover any policy purchased through a third party affiliate cashback website such as Quidco or Topcashback and who have followed the Terms and Conditions on that third party site correctly to ensure that their purchase has been tracked.

When will I receive my cashback?

Each policy will be checked shortly after it has been active for 3 full calendar months (e.g. a policy starting in January will be checked early May). If the policy is still in force after this time, it will be confirmed and cashback will be paid.

What should I do if my cashback is missing?

If your cashback account has not been updated with the correct amount you should raise your cashback query directly with the cashback website where you purchased your policy.

Why was my cashback not paid?

There are a number of reasons why your cashback may not have been paid:

  • The policy has been cancelled
  • The policy is fraudulent, e.g. has been purchased with stolen or fabricated personal details
  • A quote is generated via Cashback site but you telephone us to complete the sale
  • Monthly direct debit payments have been missed
  • The policy is not traceable back to the Cashback site that you purchased from
  • All queries regarding your cashback should be raised with the website that you purchased your policy from