Claims help centre
Sorry you've been in an accident or something's happened at your home.
We're here for you.
Follow the simple steps below to get you quickly to the right team to either tell us about a new claim, or to get an update on a claim you've already made.
Do you need to call us?
Please call us so that we can provide you with immediate support if:
- Your vehicle can't be driven
- Someone was injured; or
- You don't have the contact details of any other parties invloved.
Firstly – what type of policy is the claim for?
What would you like to do?
Even a small incident on the road can be scary.
Make sure you and any other passengers are safe and once you are, let us know what you need to talk to us about.
If you already use MyAccount, the quickest and easiest way for you to make a claim is to log in and tell us all the details online. You can also add pictures and documents to help us deal with your claim more quickly.
If you don't use MyAccount, you can tell us what happened over web chat, or call us on 0333 321 9800.
If you've broken down, don't worry. As long as you have breakdown cover or a Premier policy, the RAC are on hand to help 24/7.
The quickest way to get help is to report your breakdown online or, if you prefer, you can call them on 0333 321 9818 (UK) or 00 33 472 43 52 55 (EU).
For deaf, hard of hearing or speech impaired customers, simply text 'breakdown' to 07855 828 282
You can still call the RAC out if you don't have any breakdown cover but you'll most likely be charged a fee.
You can book a windscreen repair or replacement 24/7 via our partners, National Windscreens. Don't forget to have your reg number to hand!
Just so you know, you'll need to have a comprehensive Hastings Direct or Premier policy to do this.
If you're making a claim for a damaged sunroof or a panoramic roof, please give us a call on 0333 321 9800.
We can help. Please start a web chat or call us on 0333 999 2956 so we can take you through what steps to take and what happens next. It would be helpful if you have your registration number to hand and your crime reference number if you've reported it to the police.
Call now
Please forward any correspondence from third parties to us at motorclaims@hastingsdirect.com and we'll take care of it for you.
If you want to talk to us about something we've sent you, please start a web chat or call us on 0333 321 9800.
EmailIf you haven't found the answer to your question here, please talk to us on web chat or give us a call.
FAQs
What's an excess and why do I have to pay it?
It's what you agreed to pay towards any claims you make when you bought your policy. You'll find more details in your policy documents.
What are settlement deductions?
Deductions can be things like your policy excess and any outstanding payments on your policy.
When will you get back to me?
Reviewing documents and evidence can be complicated, as it involves contacting third parties for their response. This means we can't guarantee a time but we'll always deal with your request as quickly as we can.
If you're worried about how the Coronavirus outbreak will affect your insurance, we've put together some Coronavirus FAQs to help with some of the questions you may have.
Call 0333 321 9800
You can track the progress of your claim in MyAccount
You can speak to us directly using web chat or by calling 0333 321 9800.
If you want to speak to one of the other companies we work with as part of your claim, you'll find their contact number here.
0333 321 9800You can also email us at motorclaims@hastingsdirect.com, making sure to put your claim number (e.g. 300-10-XXXXXX) in the subject line.
If your query is urgent, please call.
Every claim's different so it's difficult to predict how it will affect your insurance. We'll do all we can to settle your claim quickly and recover what we spend, so the impact is minimal.
Making a claim may mean an increase in price at renewal and sometimes your no claims discount can be affected too.
You can track the progress of your claim in MyAccount
Please check your policy booklet for more information. If you'd prefer to speak to us please start a web chat or call us on 0333 321 9800
Call usEvery claim's different so it's difficult to predict how it will affect your insurance. We'll do all we can to settle your claim quickly and recover what we spend, so the impact is minimal.
Making a claim may mean an increase in price at renewal and sometimes your no claims discount can be affected too.
Please check your policy booklet for more information. If you'd prefer to speak to us please start a web chat or call us on 0333 321 9800
Call usEvery claim's different so it's difficult to predict how it will affect your insurance. We'll do all we can to settle your claim quickly and recover what we spend, so the impact is minimal.
Making a claim may mean an increase in price at renewal and sometimes your no claims discount can be affected too.
Please check your policy booklet for more information. If you'd prefer to speak to us please start a web chat or call us on 0333 321 9800
Call usWhat would you like to do?
You'll need to speak directly to your insurer to make a new claim.
Advantage: 0333 003 2336 (new policies after 19/10/21 only)
Axa and Advantage: 0345 873 4429
Geo: 01708 777 454
Integra: you can register your claim online, or you can call 01274 700 810
Lloyds Banking Group: 0345 074 4826
Prestige Underwriting Services Limited: 0800 9177 292
Royal Sun Alliance: 0330 041 6186
If you don't know who you're insured with, details can be found in your policy documents or in MyAccount. If you don't have MyAccount then call us on 0333 321 9681
If something is lost or you suspect theft or malicious damage tell the police immediately and ask for a crime reference number.
Important things to remember:
- Get estimates for repairing damage as soon as possible. You can carry out any temporary repairs needed to make your home weatherproof or safe immediately but keep the receipts as the cost may form part of your claim.
- Your insurer must have the opportunity of looking at the damage before permanent repairs begin.
- If someone is holding you or your family responsible for damage to their property or for injury to them, tell your insurer about this immediately.
- If your insurer asks, please send them written details of your claim.
- You must take all reasonable steps to get back any missing property.
- You must take all reasonable steps to prevent further damage.
- You must not admit or deny any claim made by someone else against you or your family or make any agreement with them. Your insurer has the right to negotiate, settle or defend any such claim in your name or on your behalf.
- If you need to make a claim for any valuables or other significant items then your insurer may ask you for proof of ownership.
You'll need to speak directly to your insurer to track an existing claim.
Advantage: 0333 003 2336 (new policies after 19/10/21 only)
Axa and Advantage: 0345 873 4429
Geo: 01708 777 454
Integra: 01274 700 810
Lloyds Banking Group: 0345 074 4826
Prestige Underwriting Services Limited: 0800 9177 292
Royal Sun Alliance: 0330 041 6186
If you don't know who you're insured with, details can be found in your policy documents or in MyAccount. If you don't have MyAccount then call us on 0333 321 9681
If you have a home emergency, you'll need to speak directly to the provider. If you don't know who you're insured with, details can be found in your policy documents or in MyAccount.
AXA 0333 999 3171
Call AXA
What would you like to do?
Even a small incident on the road can be scary.
Make sure you and any other passengers are safe and once you are, let us know what you need to talk to us about.
For updates on an existing claim you can contact us on 01784 278077
We're open:
Monday-Friday 9am-5:30pm
Saturday 9am-5:30pm
Sunday Closed
Bank holidays 9am-5:30pm
Make sure you're safe and call us on 01784 278076 to tell us what's happened.
We'll talk you through the next steps and it would be helpful if you have the following information to hand:
- Your registration
- Contact details and registration of others involved
- Information about any witnesses, CCTV footage or photo evidence you may have.
If you've caused damage to someone else's vehicle, we may be able to help them also ‐ just ask them to call us on the number above.
If you've broken down, don't worry. As long as you have breakdown cover or a Premier policy, the RAC are on hand to help 24/7.
The quickest way to get help is to report your breakdown online or, if you prefer, you can call them on 0333 321 9818 (UK) or 00 33 472 43 52 55 (EU).
For deaf, hard of hearing or speech impaired customers, simply text 'breakdown' to 07855 828 282
You can still call the RAC out if you don't have any breakdown cover but you'll most likely be charged a fee.
We can help. Call us on 01784 278076 so we can take you through what steps to take and what happens next. It would be helpful if you have your registration number to hand and your crime reference number if you've reported it to the police.
What would you like to do?
Even a small incident on the road can be scary.
Make sure you and any other passengers are safe and once you are, let us know what you need to talk to us about.
Make sure you're safe and call us on 0333 321 9800 to tell us what's happened.
We'll talk you through the next steps and it would be helpful if you have the following information to hand:
- Your registration
- Contact details and registration of others involved
- Information about any witnesses, CCTV footage or photo evidence you may have.
If you've caused damage to someone else's vehicle, we may be able to help them also ‐ just ask them to call us on the number above.
If you've broken down, don't worry. As long as you have breakdown cover or a Premier policy, the RAC are on hand to help 24/7.
The quickest way to get help is to report your breakdown online or, if you prefer, you can call them on 0333 321 9818 (UK) or 00 33 472 43 52 55 (EU).
For deaf, hard of hearing or speech impaired customers, simply text 'breakdown' to 07855 828 282
You can still call the RAC out if you don't have any breakdown cover but you'll most likely be charged a fee.
You can book a windscreen repair or replacement 24/7 via our partners, National Windscreens. Don't forget to have your reg number to hand!
Just so you know, you'll need to have a comprehensive Hastings Direct or Premier policy to do this.
If you're making a claim for a damaged sunroof or a panoramic roof, please give us a call on 0333 321 9800.
We can help. Call us on 0333 999 2956 so we can take you through what steps to take and what happens next. It would be helpful if you have your registration number to hand and your crime reference number if you've reported it to the police.
Please forward any correspondence from third parties to us at motorclaims@hastingsdirect.com and we'll take care of it for you.
If you want to talk to us about something we've sent you, please call us on 0333 321 9800.
EmailIf you haven't found the answer to your questions here, just give us a call
FAQs
What's an excess and why do I have to pay it?
It's what you agreed to pay towards any claims you make when you bought your policy. You'll find more details in your policy documents.
What are settlement deductions?
Deductions can be things like your policy excess and any outstanding payments on your policy.
When will you get back to me?
Reviewing documents and evidence can be complicated, as it involves contacting third parties for their response. This means we can't guarantee a time but we'll always deal with your request as quickly as we can.
Call 0333 321 9800
Every claim's different
Incidents involving other drivers or injuries will be dealt with by one of our specialist third party teams. They're responsible for resolving liability and, if necessary, settling any outstanding claims.
Have we told you it's repairable?
Every claim's different so it's difficult to predict how it will affect your insurance. We'll do all we can to settle your claim quickly and recover what we spend, so the impact is minimal.
Making a claim may mean an increase in price at renewal and sometimes your no claims discount can be affected too.
Please check your policy booklet for more information or call us on 0333 321 9800
Call usYou can call us directly on 0333 321 9800.
If you want to speak to one of the other companies we work with as part of your claim, you'll find their contact number here.
Unless you're using your own garage, your van will be fixed by one of our approved repairers - Vizion Network, AutoRestore® Ltd or Enterprise Rent-A-Car.
Your repairer's emailed some log-in details to you, so you can check how your repairs are progressing online.
Or, if you'd prefer, you can call them directly on:
Vizion Network 01933 426677
AutoRestore® Ltd 0333 241 4073
Enterprise Rent-A-Car 0345 266 9271
If the engineer's report says your van can't be fixed, it will be classed as a total loss.
If this happens, we'll work out its value before the accident, based on industry guidelines and other information. We'll then pay you, or your finance company, minus any deductions such as remaining direct debt instalments or your excess.
If your vehicle's a total loss you won't get a courtesy van, as these are only supplied if your van's being repaired.
If you don't agree with our valuation, please send us any evidence you have that supports why you think your van is worth more and we'll take another look.
Please call us on 0333 999 2957 if you have any question.
Call usIf you don't know whether your van can be repaired, please call us on 0333 321 9800.
FAQs
What's an excess and why do I have to pay it?
It's what you agreed to pay towards any claims you make when you bought your policy. You'll find more details in your policy documents.
Do I get a courtesy van?
Not if your van is written off as a total loss. They are only supplied if your vehicle is being repaired.
What are settlement deductions?
This is your excess, which is payable in the event of any claims and any payments that are left on your policy.
Call us