So we can get you straight to the right team, please tell us what type of policy you need help with.
Make sure you're safe and call us when you can on 0333 999 2955 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.
Make sure you’re safe and then call us on the number below.
If you don't have breakdown cover included in your policy you may be charged a fee.
Policy taken out before 23rd August 2018.
AXAPolicy taken out after 23rd August 2018 (car only)
RACCall our approved repairers on 0333 999 2954 to claim for a damaged windscreen or window, making sure you have your registration number to hand. Sunroofs and any other glass, such as panoramic roofs, aren't covered.
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.
Don't worry, we can help. Call us on 0333 999 2956 to tell us what's happened.
We’ll talk you through the next steps. It would be helpful if you have your registration number to hand and your crime reference number if you have one.
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.
If 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.
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?
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.
Alternatively you 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?
Unless you've chosen to use your own repairer, your car will be repaired by our partners at Auxillis and they should provide you with a courtesy car while the repairs are being carried out. You can call them direct on 0333 999 2966 if you need an update.
When you bought your policy, you agreed to pay an excess amount towards any claims you make. This will be payable to the garage once your car's repaired. If we're able to recover our costs from another driver's insurer, you should be able to claim your excess back from them too.
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 call us on 0333 999 2957 if you have any question.
If you don't know whether your car 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 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.
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
You 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.
You'll need to speak directly to your insurer to make a new claim.
Axa and Advantage: 0345 873 4429
Towergate: 01708 777 710
Geo: 01708 777 454
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 make a new claim.
Axa and Advantage: 0345 873 4429
Towergate: 01708 777 710
Geo: 01708 777 454
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.
Mapfre 0333 999 3169
AXA 0333 999 3171
Call now
0333 321 9800