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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 them either. If you're a former SmartMiles customer, this page has all the information you need.

Why didn't my policy renew?

We don’t offer SmartMiles policies anymore, so we couldn’t give you a renewal quote. 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.

Will I get proof of my no claims discount?

If you need a copy of your no claims discount, please email us.

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?

No, you don't need to keep the box in your car as it was deactivated when your policy ended. If you fitted your SmartMiles box yourself or an engineer fitted it to your car battery, you can remove it from your car yourself (see below). If it was fitted in a different way, we recommend you take it to a garage to remove it.

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

Things to consider before you remove the box:

  • If there's any damage to your car battery, we recommend you don't try to remove the box yourself.
  • You should wear safety goggles and gloves to protect your eyes and hands.
  • When you disconnect your battery, always work on the negative terminal before the positive and never make any contact between the negative and positive cables or battery points.
  • Only remove the box if you fitted it to the car yourself or if an engineer fitted it to your car battery.

Step-by-step removal guide

You'll need an adjustable spanner or wrench to loosen and tighten the nuts on your car battery.

Before you get started

Turn off your engine and make sure it's cool before you try to remove the box.

To remove your box, follow these simple steps:

  1. Remove the cables from the battery pole
  2. Loosen the battery nuts and undo both the cables, working on the negative terminal before the positive. The LED indicator in the bottom left-hand corner should turn off. Tighten the nuts on the battery back up again.

  3. Carefully unstick the box from the surface
  4. Remove the SmartMiles box and then recycle it, as it can’t go in your general household waste. You can take it to your nearest recycling centre.

    Be sure not to cause any damage to the battery when you remove the box. If you’re finding it hard to remove, ask a garage to do it for you.

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 follow up on an existing complaint about your SmartMiles policy, please email us.
  • 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 old SmartMiles policy

Claims: 0333 9998371

Anything else: Email us

This email address is for SmartMiles queries only. If you need help with something that isn't SmartMiles visit our Help Centre to find all the ways you can get in touch.

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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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