Hastings Direct — Car, Van, Bike & Home Insurance

Frequently asked questions (FAQS)

If your policy number starts with 'XA', you can make changes online in MyAccount.

If your policy number doesn't start with 'XA' or you're not sure, click the blue 'Live chat' button to the right of your screen to chat to a member of our team.

Our chat team are available Monday to Friday 9am–9pm, Saturday 9am–5.30pm and Sunday 10am–5pm.

There's a £25 fee for most changes and your premium could go up or down.

Yes, you can add them at any time, subject to them meeting your insurer's terms. There's a £25 fee and your premium could go up or down.

To add a driver to your policy, click the blue 'Live chat' button to the right of your screen to chat to a member of our team.

Our chat team are available Monday to Friday 9am–9pm, Saturday 9am–5.30pm and Sunday 10am–5pm.

On Hastings Direct or Hastings Premier car policy, it's likely you'll be covered to drive other cars.

You can check if you're covered on your certificate of motor insurance. You'll find it under section 5 called 'Persons or classes of persons entitled to drive'. If you don't have your certificate to hand, you can view it online in MyAccount.

If your certificate allows you to drive other cars, you must still meet the criteria in your policy documents.

Cover's only provided within the territorial limits of the policy and you'll be insured to the equivalent of third party insurance on that vehicle.

If you're not sure, or want to check you're covered, click the blue 'Live chat' button to the right of your screen to chat to a member of our team.

Our chat team are available Monday to Friday 9am–9pm, Saturday 9am–5.30pm and Sunday 10am–5pm.

If we've asked to see your no claims discount, you'll need to send us a copy of either:

  • Your renewal quote from your previous insurer.
  • Or, a letter from your previous insurer confirming your no claims discount.

Your no claims discount must've been earned within the last two years.

If you'd like to email it to us, but don't have access to a scanner, you can send us a photo as long as it's clear and shows the whole document.

You can view and print your certificate online in MyAccount.

If your policy number starts with 'XA', click the 'Documents' tab once you've logged in. If it doesn't start with 'XA', click on the policy you want to view and you'll see a list of your most recent documents which you can view, download or print.

If your policy is due for renewal, you can find proof of your no claims discount on your renewal invite. You can print this from MyAccount.

If you've cancelled your policy, we'll send you proof of your no claims discount along with your cancellation documents. You can print this from MyAccount but it's only available for 14 days after your policy's cancelled.

If you're not able to get a copy from MyAccount, click the blue 'Live chat' button to the right of your screen to chat to a member of our team.

Our chat team are available Monday to Friday 9am–9pm, Saturday 9am–5.30pm and Sunday 10am–5pm.

Hastings Essential, Hastings Direct and Hastings Premier — contact AXA Assistance on 0800 035 4781.

Deaf, hard of hearing or speech-impaired customers who've broken down can text AXA Assistance on 07624 808 266.

Hastings SmartMiles — contact RAC on 0333 202 1867

Deaf, hard of hearing or speech-impaired customers who've broken down can text RAC on 07855 828 282.

First, log in to MyAccount.

  1. If your policy number starts with 'XA', click the 'Documents' tab once you've logged in.

    If it doesn't start with 'XA', click on the policy you want to view and you'll see a list of your most recent documents.

  2. Click on the documents to open them.

  3. Your documents will open as a PDF. To download them, hover your cursor over the document and click the 'save' icon that appears.

If your policy number starts with 'XA', you're on our new system so you can change your instalment date online. If your policy doesn't start with 'XA', or you're not sure, click the blue 'Live chat' button to the right of your screen to chat to a member of our team.

Our chat team are available Monday to Friday 9am–9pm, Saturday 9am–5.30pm and Sunday 10am–5pm.

To change the date of your instalments:

  1. Log in to MyAccount

  2. Click the 'Payments' tab.

  3. Click 'Update DD details'.

  4. Click the dropdown box underneath 'Preferred payment day' and choose your new date from the list.

  5. Click 'Update'. We'll send you a confirmation of the new dates which you can view online by clicking the 'Documents' tab.

You can cancel your policy at any time by calling us on 0800 035 4801.

Or find the answer to your question in our Help section.

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