Coronavirus update Last updated 28th May 16:00
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In line with guidance from the Government and to help look after our colleagues, most of our team are now working from home and are taking calls. However, waiting times are longer than normal and the quality of the call may not be as clear as if we were talking to you from our call centre. We're committed to supporting you in the best way we can and will be here throughout to keep you updated so make sure to check back regularly.
At this time, please help us to prioritise essential calls by using our online services.
If you do phone, we may only be able to deal with your query if:
For all other queries, including buying a new policy, please first read our Coronavirus FAQs for the latest advice and help to use our online services.
Our opening hours have changed to: Monday to Friday 9am-6pm and Saturday 10am-2pm.
Coronavirus update Last updated 28th May 16:00
Show more
In line with guidance from the Government and to help look after our colleagues, most of our team are now working from home and are taking calls. However, waiting times are longer than normal and the quality of the call may not be as clear as if we were talking to you from our call centre. We're committed to supporting you in the best way we can and will be here throughout to keep you updated so make sure to check back regularly.
At this time, please help us to prioritise essential calls by using our online services.
If you do phone, we may only be able to deal with your query if:
For all other queries, including buying a new policy, please first read our Coronavirus FAQs for the latest advice and help to use our online services.
Our opening hours have changed to: Monday to Friday 9am-6pm and Saturday 10am-2pm.
Sorry you've been in an accident or something's happened at your home. We're here for you.
If you have a car policy, you can report your claim online in MyAccount
Alternatively, 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.
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 know your policy number, please tell us what letter it starts with. Don't worry if you don't have it to hand, we can still help you.
The first thing to do is make sure you're safe and call us when you can on the number below. If you're not sure who your breakdown provider is, you can check in MyAccount
If you don't have breakdown cover included in your policy you may be charged a fee.
Policy taken out before 23rd August 2018.
AXA
Policy taken out after 23rd August 2018 (car only)
RAC
Please call our approved repairers on 0333 999 2954 to arrange a repair, making sure to have your registration number to hand. Sunroofs and panoramic roofs aren't covered but chips to windscreens and windows can usually be repaired quickly and easily.
You'll find information on your excess and details about what to do if you want to use your own supplier in your policy booklet.
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
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.
The first thing to do is make sure you're safe. Please then contact us by web chat or call us on 0333 321 9800 so we can talk you through the next steps.
You don't need all of this information but it will help us process your claim more quickly if you have the following details to hand:
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.
The first thing to do is make sure you're safe. Please then contact us by web chat or call us on 0333 321 9800 so we can talk you through the next steps.
You don't need all of this information but it will help us process your claim more quickly if you have the following details to hand:
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.
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.
You 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.
You can track the progress of your claim in MyAccount
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
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.
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 usUnless you're using your own garage, your car will be repaired by one of our approved repairers - Vizion Network, Autoglass BodyRepair, Enterprise Rent-A-Car or Auxillis.
If your car's being repaired by Auxillis you can track your repair's progress in the Auxillis portal.
If your car's being repaired by one of the other three garages, your portal log in details have been emailed to you to allow you to access updates on your repair online.
If you prefer, you can call them directly for an update:
Vizion Network 01933 426677
Autoglass BodyRepair 0333 241 4073
Enterprise Rent-A-Car 0345 266 9271
Auxillis 0333 999 2966
If the engineer's report says your car 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 car, as these are only supplied if your car's being repaired.
If you don't agree with our valuation, please send us any evidence you have that supports why you think your car is worth more and we'll take another look.
Please start a web chat or call us on 0333 999 2957 if you have any questions
Call usIf you don't know whether your car can be repaired, please start a web chat or 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 car?
Not if your car 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.
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 usWhat would you like to do?
You'll need to speak directly to your insurer to make a new claim.
Axa and Advantage: 0345 873 4429
Geo: 01708 777 454
Integra: 01274 700 810
Lloyds Banking Group: 0345 074 4826
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:
You'll need to speak directly to your insurer to track an existing claim.
Axa and Advantage: 0345 873 4429
Geo: 01708 777 454
Integra: 01274 700 810
Lloyds Banking Group: 0345 074 4826
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.
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:
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.
The first thing to do is make sure you're safe and call us when you can on the number below. If you're not sure who your breakdown provider is, you can check in MyAccount
If you don't have breakdown cover included in your policy you may be charged a fee.
AXA
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 bike will be repaired by our approved repairers – either Enterprise Rent-A-Car or Auxillis.
If your bike's being repaired by Enterprise Rent-A-Car, your portal log in details have been emailed to you to allow you to access updates on your repair online.
If your bike's being repaired by Auxillis you can track the progress of the repair in the Auxillis portal.
If you prefer, you can call the garage directly for an update:
Enterprise Rent-A-Car 0345 266 9271
Auxillis 0333 999 2966
If the engineer's report says your bike 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 bike, as these are only supplied if your bike's being repaired.
If you don't agree with our valuation, please send us any evidence you have that supports why you think your bike 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 bike 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 bike?
Not if your bike 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 usWhat 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:
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.
The first thing to do is make sure you're safe and call us when you can on the number below. If you're not sure who your breakdown provider is, you can check in MyAccount
If you don't have breakdown cover included in your policy you may be charged a fee.
AXA
Please call our approved repairers on 0333 999 2954 to arrange a repair, making sure to have your registration number to hand. Sunroofs and panoramic roofs aren't covered but chips to windscreens and windows can usually be repaired quickly and easily.
You'll find information on your excess and details about what to do if you want to use your own supplier in your policy booklet.
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 repaired by one of our approved repairers - Vizion Network, Autoglass BodyRepair, Enterprise Rent-A-Car or Auxillis.
If your van's being repaired by Auxillis you can track your repair's progress in the Auxillis portal.
If your van's being repaired by one of the other three garages, your portal log in details have been emailed to you to allow you to access updates on your repair online.
If you prefer, you can call them directly for an update:
Vizion Network 01933 426677
Autoglass BodyRepair 0333 241 4073
Enterprise Rent-A-Car 0345 266 9271
Auxillis 0333 999 2966
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
0333 321 9800