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Hastings Direct

If you have a SmartMiles policy, you should be aware that we're no longer selling or renewing this policy. But please don't worry, you'll find everything you need to know here.

We stopped selling any new SmartMiles policies on 31 October 2020, and since 25 July 2021, we no longer renew this policy either. When you're due for renewal, we'll let you know your policy won't be renewed and how to continue insuring your car.

Why isn't my policy going to renew?

We don't offer SmartMiles policies anymore, so we can't provide you with a renewal quote at the end of your policy year. But we'd love you to stay, so why not get a new quote from us? Our Hastings Direct and Premier policies come with a 5 Star rating from Defaqto and you'll have 24/7 access to your policy through our app and MyAccount – so you can manage your insurance at a time that suits you.

Can I get another policy with Hastings Direct?

Of course! We'd love you to stay – all you need to do is get a new quote from us or you can shop around on a price comparison site. We want to make sure you get the very best price.

How can I talk to you about this?

If you have any questions about getting a new quote, please get in touch so we can help. If you need to make a change to your current SmartMiles policy, visit Manage My Policy.

Will I get proof of my no claims discount?

Yes, this will be sent to you via post when your policy ends along with the confirmation of your policy ending.

Do I need to tell my new insurer you didn't renew my SmartMiles policy?

No, because we didn't cancel your policy, we just haven't offered you a renewal. You only have to tell your insurer if we cancelled your policy during the year.

Removing your SmartMiles box

Do I need to keep the SmartMiles box in my car?

Yes, unless we've asked you to remove it, you need to keep it in your car. However, once your policy has ended (or we've told you to remove your box) the box will be deactivated and it can be removed. If you fitted your SmartMiles box yourself or an engineer fitted it to your car battery, you should safely remove it from your car. If it was fitted in a different way, you should either leave the box where it is, or get in touch with us on 01733 308 380 to arrange an engineer to come out to you (there will be a charge of £45 for this).

How can I safely remove the SmartMiles box from my car?

You should only remove the black box if you fitted it yourself or if an engineer fitted it to your car battery. If this applies to you, check out our step-by-step guide on how to remove it safely. If it was fitted in a different way, you should either leave the box where it is or get in touch with us to arrange an engineer to come out to you (there will be a charge of £45 for this).

What should I do with the SmartMiles box once I've removed it?

You'll need to recycle it, as it can't go into your general household waste. The best thing to do is take it to your nearest recycling centre.

Making a complaint

We're committed to providing the highest quality service to all our customers by working in an open and accountable way. If our service ever falls below the standard you expect, please get in touch and we'll do our very best to resolve the matter as soon as possible. You can contact us in the following ways:

  • To make a new complaint or follow up on an existing complaint about your SmartMiles policy, please call 01733 308 380. See our opening times in the next section.
  • To make a new complaint about the closure of our SmartMiles policy, go online or call us on 0333 999 8904. Lines are open Monday to Friday, 9am to 5pm.

Contacting us about your existing SmartMiles policy

Opening times:

  • Monday-Friday 8am-8pm
  • Saturday 9am-5pm
  • Sunday and Bank Holidays 10am-4pm

Customer services: 01733 308 380

Direct Debit queries: please call Close Brothers Premium Finance on a 0333 321 8566

Claims: 0333 9998371

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Log in to MyAccount to manage your policy online. You can view and download documents at your convenience. If your policy number starts with 'XA' you can also make payments and changes to your policy online.

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