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Discover our comprehensive car breakdown cover options; from basic roadside recovery and misfuelling to breakdown cover in Europe. Get a quote today.

Please take a look at some of the most frequently asked questions about claims below. 

Now you've told us about your claim 

How will you value my vehicle if it’s a write-off?

If your vehicle&#39;s considered a write-off (or &#39;total loss&#39;), we&#39;ll offer you the market value. 
 
The market value of your vehicle is the price we think your vehicle would have sold for right before an incident happened.

 
To work out the market value of your specific vehicle, we look at your vehicle&rsquo;s make, model, specification, age and mileage as well as other information.

 
In most cases, we base the market value on multiple industry-recognised guides, adjusting where appropriate to reflect the price the vehicles actually sold for. These guides are used across the motor industry and provide prices for the majority of vehicles.

If you&#39;re responsible for an incident, your no claims discount will be reduced unless you&rsquo;ve chosen to protect it. If you&#39;re not responsible for an incident, your no claims discount won&#39;t be affected. 
 
If you&#39;ve protected your no claims discount, you can make up to two &#39;fault&#39; claims in three years without your no claims discount being reduced. A &#39;fault&#39; claim is when it&rsquo;s been decided that you&rsquo;re responsible for the settlement or costs from an incident. Or, when your insurer can&rsquo;t recover the settlement or costs of an incident from the other party.

Any person aged 21 to 24 or Any person aged 25 or over who holds a provisional licence or who hasn&#39;t held a full UK or European Union/EEA (European Economic Area) driving licence for at least one year. 
 
The excess you pay is the total of the below added together:

<ul>
	<li>&pound;295 when your vehicle is driven by or is in the charge of anyone who is under 21.</li>
	<li>&pound;195 when your vehicle is driven by or is in the charge of:&nbsp;</li>
</ul>

<ul>
	<li>The compulsory excess set by us.</li>
	<li>The voluntary excess you chose when you bought your policy.</li>
	<li>Any young/inexperienced driver excess (if this applies to you).</li>
</ul>

In order to progress your claim as quickly as possible, we may ask you to give us some further information. Here&rsquo;s how to contact us:

 
Email: <a href="mailto:motorclaims@hastingsdirect.com" 
 onClick="(function(e){
 window.dataLayer = window.dataLayer || [];
 window.dataLayer.push({
 event: 'click',
 event_type: 'link_click',
 link_name: e.target.innerText,
 destination: e.target.href,
 section_name: e.target?.name || undefined,
 journey_type: 'brochureware', 
 application_name: 'brochureware',
 application_domain: 'https://www.hastingsdirect.com',
 page_path: window.location.pathname,
 page_name: 'Claim FAQs'
 });
 })(event)"
 >motorclaims@hastingsdirect.com</a>

 
Phone: <a href="tel:+443333219800" 
 onClick="(function(e){
 window.dataLayer = window.dataLayer || [];
 window.dataLayer.push({
 event: 'click',
 event_type: 'link_click',
 link_name: e.target.innerText,
 destination: e.target.href,
 section_name: e.target?.name || undefined,
 journey_type: 'brochureware', 
 application_name: 'brochureware',
 application_domain: 'https://www.hastingsdirect.com',
 page_path: window.location.pathname,
 page_name: 'Claim FAQs'
 });
 })(event)"
 >0333 321 9800</a>

 
Post: Motor Claims Team, Hastings Direct, Conquest House, 
Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW

When you make your claim, we&rsquo;ll ask you for details of any personal belongings that may have been lost or damaged. You can claim up to &pound;300 for damaged personal items. If you have a Hastings Essential policy, it&rsquo;s important to know that you don&rsquo;t have personal belongings cover included. Please check your policy booklet to see your level of cover, and which items you are able to claim for.

 
 
You&#39;ll need to send us any receipts you have for them. You can email a picture or a scan of the receipts to <a href="mailto:motorclaims@hastingsdirect.com" 
 onClick="(function(e){
 window.dataLayer = window.dataLayer || [];
 window.dataLayer.push({
 event: 'click',
 event_type: 'link_click',
 link_name: e.target.innerText,
 destination: e.target.href,
 section_name: e.target?.name || undefined,
 journey_type: 'brochureware', 
 application_name: 'brochureware',
 application_domain: 'https://www.hastingsdirect.com',
 page_path: window.location.pathname,
 page_name: 'Claim FAQs'
 });
 })(event)"
 >motorclaims@hastingsdirect.com</a> or send them by post to: Motor Claims Team, Hastings Direct, Conquest House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW

 
Please make sure to put your claim reference number in the email&#39;s subject line or on the receipts when you post them to us.

 
 
We&#39;ll then take into account whether the item&rsquo;s value would have gone down since you bought it.

When you make your claim, we&rsquo;ll ask you for details of any child seats that may have been involved in the accident. If you have a Hastings Essential policy, it&rsquo;s important to know that you don&rsquo;t have child seat cover included. Please check your policy booklet to see your level of cover, and which items you are able to claim for.

 
 
We will pay for the cost of a replacement of a similar model and standard, even if there&rsquo;s no apparent damage, up to the value of &pound;300 for each incident. Please be aware that you will need to provide proof of purchase of the original seat or evidence of ownership, by sending a copy of the receipt.

 
You can email a picture or scan of the receipt(s) to 
<a href="mailto:motorclaims@hastingsdirect.com" 
 onClick="(function(e){
 window.dataLayer = window.dataLayer || [];
 window.dataLayer.push({
 event: 'click',
 event_type: 'link_click',
 link_name: e.target.innerText,
 destination: e.target.href,
 section_name: e.target?.name || undefined,
 journey_type: 'brochureware', 
 application_name: 'brochureware',
 application_domain: 'https://www.hastingsdirect.com',
 page_path: window.location.pathname,
 page_name: 'Claim FAQs'
 });
 })(event)"
 >motorclaims@hastingsdirect.com </a>or send them by post to: 
Motor Claims Team, Hastings Direct, Conquest House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW

 
Please make sure to put your claim reference number in the email&#39;s subject line or on the receipts when you post them to us.

How do I send you evidence, for example photos of the incident?

If you have any evidence to send us, such as photos of the incident, please email them to <a href="mailto:motorclaims@hastingsdirect.com" 
 onClick="(function(e){
 window.dataLayer = window.dataLayer || [];
 window.dataLayer.push({
 event: 'click',
 event_type: 'link_click',
 link_name: e.target.innerText,
 destination: e.target.href,
 section_name: e.target?.name || undefined,
 journey_type: 'brochureware', 
 application_name: 'brochureware',
 application_domain: 'https://www.hastingsdirect.com',
 page_path: window.location.pathname,
 page_name: 'Claim FAQs'
 });
 })(event)"
 >motorclaims@hastingsdirect.com</a> (and put your claim reference in the email subject).

An excess is a pre-agreed amount of money that you need to pay when you make a claim. 
 
The amount was confirmed when you took out your policy and is written in the policy documents you received.

 
This excess needs to be paid even if you believe you weren&#39;t to blame for what happened. However, if we get agreement from the other driver&rsquo;s insurer that you weren&rsquo;t to blame, you will be entitled to a refund. If this happens, we will contact you to let you know.

 
Compulsory excess 
This is the excess set by your insurer.

 
Voluntary excess 
This is the excess you chose when you bought your policy.

 
Young and inexperienced driver&#39;s excess 
Drivers younger than 25, those who hold a provisional driving licence or those who have less than one year&#39;s driving experience, have an additional excess as follows:

Will my no claims discount be affected if I make claim?

Claim FAQs| Hastings Direct

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Now you've told us about your claim

How will you value my vehicle if it’s a write-off?

How do I claim for personal items?

Can I claim for a child seat?

How do I send you evidence, for example photos of the incident?

What’s an excess?

Will my no claims discount be affected if I make claim?

How to contact us