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Coronavirus update Last updated 9th July 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're a car customer you can use MyAccount or the app to make policy changes or payments, including changing your payment date, checking your documents or to report or track a claim (MyAccount only).
  • If you're a home, bike or van customer, you can make policy changes or requests using our online forms.

If you do phone, we may only be able to deal with your query if:

  • Your policy is due to renew and you're concerned it's no longer suitable for you or you're thinking of cancelling your insurance, or
  • You are worried about making future payments, or
  • You're in a vulnerable situation or an NHS or frontline health care worker who can't easily access our online services, or
  • You need to make a claim and your vehicle is un-driveable or if you need urgent roadside assistance.

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.

Read our Coronavirus FAQs

Hastings Direct.
i

Coronavirus update Last updated 9th July 16:00

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  • We hope you and those close to you are keeping safe. Our teams are now working from home so we're very sorry if you notice the sound quality isn't as good as usual or you experience periods of silence. We're working hard on improving this so please bear with us.
  • Please help us prioritise urgent calls by only phoning us if you want to discuss your renewal or you're thinking of cancelling your insurance, or you're in financial difficulties and you're worried about payments, or you're an NHS or frontline healthcare worker.
  • For anything else, you can now manage your policy online. For latest advice and help to use our online tools, read our Coronavirus FAQs.

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're a car customer you can use MyAccount or the app to make policy changes or payments, including changing your payment date, checking your documents or to report or track a claim (MyAccount only).
  • If you're a home, bike or van customer, you can make policy changes or requests using our online forms.

If you do phone, we may only be able to deal with your query if:

  • Your policy is due to renew and you're concerned it's no longer suitable for you or you're thinking of cancelling your insurance, or
  • You are worried about making future payments, or
  • You're in a vulnerable situation or an NHS or frontline health care worker who can't easily access our online services, or
  • You need to make a claim and your vehicle is un-driveable or if you need urgent roadside assistance.

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.

Read our Coronavirus FAQs

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 red '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 red '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 red '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 red '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.

Breakdown assistance

If you have breakdown assistance as part of your Hastings policy, we're here 24 hours a day, 7 days a week.

Policy taken out before 23rd August 2018

AXA

Open 24 hours a day, seven days a week.


Policy taken out after 23rd August 2018 (car only)

RAC

Open 24 hours a day, seven days a week.

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 red '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

    The payments tab is the third tab in the series

  3. Click 'Update Direct Debit details'

    The Update Direct Debit details button is at the bottom tright of the page

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

    The dropdown box is near the bottom of the page

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

We're sorry to hear you're thinking of leaving us. We want to help you do this in the quickest way possible. As this depends on how long you've got left on your policy and your reasons for leaving, we'll run through the options below. Just remember that for vehicle policies, unless you're declaring your vehicle SORN or you no longer own it, insurance is a legal requirement.

Is your renewal date in less than a month's time?

  • If Yes – please refer to our FAQ called 'How do I stop my policy from renewing' which has all the details.

If your renewal date is in more than a months' time:

  • If you're cancelling for financial reasons, we may be able to find a repayment plan that's more affordable for you so you don't risk losing your insurance. We understand this may be a stressful time, and we’re here to help. Just give us a call on the number below and we can talk you through the options. We can also talk to a representative on your behalf if you prefer.
  • If you want your policy to end within seven days, please also call us on the numbers below. We're very sorry if you find it hard to get through to us, but do bear with us and we'll get to you as soon as we can.
  • If you're cancelling for any other reason, and you want your policy to end in more than seven days, you can use our online form to let us know. Just tell us the date you want your policy to end.
  • If you're replacing your car, you might not need to cancel your current policy. Log into the app or MyAccount and run a quote for your change of registration. If we can insure your new car, and you're happy with the change to the price, your current policy can continue. If you insure your bike, van or home with us, please call us on the relevant number below.

Car, bike and van policies - 0333 321 9801

Home policies - 0333 321 9675

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

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