These FAQs will help answer some of the questions or concerns you may have about how the Coronavirus might affect your insurance. We'll keep updating them as the situation develops, so make sure to check here for the latest advice before calling, particularly if you're worried about your ability to pay or you want to make updates to your policy due to Coronavirus.
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Payments & cancellations
Car, Bike & Van insurance
I'm driving less. Can I get a refund?
If you have a car policy and your annual mileage is going to be lower than usual, you can easily reduce it in the app or in MyAccount by selecting 'Manage my vehicle' and then 'Edit my current vehicle'. If you're in the last month of your policy and wish to make a significant change please call us on 0333 321 9801, Monday – Friday 9am–6pm.
If you have a bike or van policy you can use our online form to do this. Select 'Something else' under 'What changes do you want to make' and let us know you want to reduce your mileage and by how much in the free text box.
You won't be charged a fee to change your mileage and it could reduce your premium. The size of any decrease will depend on many factors and will vary from policy to policy. If your price goes up when you make this change, or you have any questions or problems while reducing your mileage online, please get in touch so we can help.
Don't worry if you're not sure how much to reduce your mileage by. You can change it now and change it again once the situation is clearer.
Make sure you remember to review your mileage once you go back to driving normally, otherwise you may not be fully covered.
Due to Coronavirus, I'm using my vehicle differently. Do I need to let you know?
We made a few changes to our policy restrictions and fees during the pandemic, to try and make things easier for key workers and others affected.
We've now removed these changes, so you'll need to go back to managing your policy in the same way you have done previously. If you're still using your vehicle differently due to the pandemic, please make sure your policy reflects this. However, if you're back to using your vehicle normally now the lockdown has eased, you must update your details to make sure you're fully covered.
I'm temporarily working as a delivery driver during the Coronavirus outbreak. Will my existing policy cover me?
No, you won't be covered to use your vehicle to deliver parcels or fast food if you're being paid to do so. If you need to change the use of your vehicle to cover you for either of these reasons, please use our online form to let us know. Simply select the option 'Something else' and tell us what you need to use your vehicle for.
If I have breakdown cover on my policy, will I still be recovered if I break down?
If I have Coronavirus can someone else drive my car to get me to hospital?
Yes, if they're a named driver on your policy or they're covered for driving other cars by their insurance policy. They'll need to check their insurance certificate to see if they have this and they may only be covered on a third party basis.
If you'd like to add someone as a named driver, you can do this online:
You'll be given a quote for the change, which will include any difference to the price of your policy and any applicable fees.
Should I declare my vehicle SORN if I am unable to drive for a period of time?
You should only declare your vehicle SORN if you cancel your policy and your vehicle's left uninsured. Please be aware that, if you do SORN your vehicle, you won't be able to leave it parked on the road.
It is important to protect your car against other events such as fire and theft even if you aren't driving it.
You can check Gov.uk for more information about this.
Am I covered if I'm abroad and can't get home, taking me over 90 days away?
The Foreign Office have all the latest advice on overseas travel. You can check their advice page before leaving. You'll also find the latest guidance on what to do if you're caught abroad.
If you're overseas with your vehicle for longer than 90 days, your insurance will be reduced to third party cover only. Please get in touch if this happens, so we can make sure you've got the cover or help you need.
I've been asked to send you my proof of no claims discount. I can't get this to you right now, what will happen?
If you're struggling to send this into us, please email us at firstname.lastname@example.org with your policy number and the best number for us to contact you on, so we can help.
Will my home insurance be affected if I haven't told you I'm working from home?
Not in most cases, as long as you're an employee.
But if there's an increase of visitors or business stock in your home, or you own your own company and are now having to run your own business from home, please contact us using our online form to let us know. We can then make sure you have the right cover in place.
Will my home insurance cover the cost of a deep clean to my property if I get Coronavirus?
No, we're sorry but this won't be covered by your home insurance.
My property has suffered fire/flood damage and is uninhabitable. I am self-isolating – will you help me find alternative accommodation?
Yes, you'll need to speak to your insurer's claims department. You can find their details in your policy documents.
If my home's unoccupied due to the Coronavirus will my cover continue?
Your home can be left unoccupied for up to 30 days with full cover. If it's been left longer than 30 days, or if you expect it to be, please let us know so we can make sure your insurance will cover this. You can do this using our online form. Simply select 'Something Else' from the options listed and use the free text box to tell us how long you think you'll be away for and the reason for this.
If at all possible, there are some actions that may help to protect your home if you know it's going to be left unoccupied:
Is my work equipment covered by my home insurance?
If your employer has provided you with equipment for work purposes (for example a laptop), this will usually be covered by their business insurance so you won't need to add it your policy.
Because of Coronavirus I'm home a lot more than usual. Should I tell you?
No, your home insurance policy will still cover you as before, regardless of how long you're in your home for.
We're very sorry if you're finding it hard to get through to us. We'll be with you as soon as we can or, if you don't want to wait, you can talk to us online.
How do I make a claim if I can't get through?
Sorry you've been involved in an accident and you're struggling to get through.
For all other policies or if you need to speak to someone, please bear with us if there's a delay in getting through. We're doing all we can to answer calls as quickly as possible.
How can I check progress with my claim if I can't get through?
If you have a car policy, you can track the progress of your repair in MyAccount. You can also contact your repairer for the very latest information.
If you've been told your claim's being handled as a total loss or you're waiting to find out how your claim's being closed, we'll be in touch with an update or to discuss the valuation as soon as we're able to do so. We'll also be in touch as soon as we can if you've had an accident with one of our customers and we're dealing with your claim directly.
Will I still get a courtesy car?
Yes, you'll get a courtesy car while your vehicle's being repaired using one of our nominated repairers. However, it may take slightly longer than normal for your car to be delivered as it will be prepared and cleaned before we give it to you.
Will I have to give the courtesy car back if my repair takes longer than planned?
No, you're entitled to a courtesy car for the duration of the repair.
However, if your vehicle's found to be uneconomical to repair, you claim will be settled as a total loss and we'll be in touch to discuss the valuation as soon as we're able to do so. In this instance, you'll need to return the courtesy car as stated in the terms of your policy.
Will my claim take longer to be settled and will it take longer to get a pay out?
We've taken measures to make sure this doesn't happen and are working with our suppliers to keep any disruption to a minimum. Our repairers will keep you updated if there's anything relating to your individual repair, such as a delay to sourcing parts if they are coming from overseas.
If you've been told your claim's being handled as a total loss, your claim will continue to be actioned and we'll be in touch to discuss the valuation as soon as we're able to do so.
I've been sent court documents in relation to my claim, what should I do?
Please don't worry, it's not unusual for court documents to be sent to you.
All you need to do is scan or photograph each page of the document and email it to us at email@example.com, making sure you put your claim reference number in the subject line. We'll review it as soon as we get it and be in touch to explain the next steps.
I'm not insured with Hastings Direct, but you're repairing my car. Will this continue?
Yes, we'll continue to repair your car and provide you with a hire car if you need one.
Hastings Direct & Coronavirus
What are you doing to prevent the spread of Coronavirus?
We're committed to minimising any impact for you and keeping our employees safe. Having valid motor insurance is a legal requirement and we have a duty of care to keep you on the road. It's really important we keep working so we're here for you when you need us and can support you as quickly as possible during this time. However, you could experience longer call waiting times or delays to your claim or repairs - we're very sorry about this.
During these times, please use our online services to help us prioritise urgent calls.
Are all your employees working from home?
The safety of our employees is a top priority and we're taking it very seriously. Almost all of our employees are now working from home with the technical capabilities put in place to ensure they have all the equipment they need to carry out their role.
Additionally we have put a £100,000 colleague hardship fund in place to support colleagues whose households have been significantly impacted by COVID-19.
We're extremely proud of our whole team for the incredible work they're doing to support our customers at this difficult time.
What are you doing to support the local community?
We've stepped up our efforts in supporting vulnerable people in our community and have launched a £200,000 Covid-19 community grant scheme in our Bexhill and Leicester office areas.
We've donated £10,000 to support two local charities, Dom's Food Mission in the Hastings and Bexhill area and Open Hands, Leicester. They're providing essential food services in our local communities and urgently need help.
We've also made a further £190,000 available for any other local charities helping to support our communities with Coronavirus-related projects and schemes. To date we have supported foodbanks, refuges and NHS services as well as many community groups working hard to support our local areas at this time.
If you're a local charity (within a 20 mile radius of our sites) you can apply for a grant by emailing firstname.lastname@example.org.