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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

Cookie policy

What are cookies?

A cookie is a small data file that can be transferred by a web server onto your computer's hard drive when you visit a website. The information stored in a cookie can be read by the web server and is used to allow a website to recognise your computer when you revisit a website or browse from page to page of a website. Only the web server that sent the cookie can read, and therefore use, that particular cookie.

Cookies can help a website to arrange content to match users' preferred interests more effectively and/or avoid the need for users to re-enter data when they revisit a website. Cookies are commonly used on the internet and do not harm your computer or computer files.

Ref: All About Cookies: What are session cookies used for?.

How do we use cookies on the website?

We use cookies on the website for our own internal purposes to track how users navigate through the website in order to enable us to evaluate and improve the website and our online services. We use cookie-derived information to:

  • Compile statistical data on the use of the website which can be used to manage and plan enhancements to our services.
  • Facilitate users' ability to navigate through the website.
  • Ascertain whether the website is operating at an optimal level.
  • Personalise and improve the service we offer to you by understanding your preferences and establishing which areas of the website are of most relevance to you.

We also use cookie technology to ensure that, where you have registered for any of our online services, we maintain your confidentiality and security as you move through secure or password protected areas of the website.

In addition, to evaluate the effectiveness of our advertisements and promotions on selected third party websites, we may (together with the third party agents who help manage our online advertising) use cookies to measure response rates to our advertisements and promotions.

We will not pass on any cookie-derived information to third parties other than as set out in this Cookies Statement. We may collate the statistical data compiled in respect of use of the Website with statistical data similarly compiled in respect of other websites operated by Hastings in order to facilitate company-wide evaluation and improvements.

We use Google Remarketing cookies to understand your preferences and improve the quality and relevance of advertisements you see on third party websites. Your identity is protected and we don't combine your browsing information with any personal information you have given us.

What kind of cookies do we use on the website?

We use two types of cookies on the website:

  • Session cookies – temporary cookies which remain in the cookie file of your browser until you leave the website, for further information please visit: All About Cookies: What are session cookies used for?.
  • Persistent cookies – which remain in the cookie file of your browser for a longer period of time (the duration of this period will depend on the "lifetime" of the specific cookie). For further information on persistent cookies visit: All About Cookies: What are persistent cookies used for?.
  • Google Analytics – is used to provide us with an understanding of how our site is performing. It enables us to ensure your receive a level high standard of customer experience which we would expect when visiting any website. You can find more information on Google's position on privacy by visiting: Google Analytics: Safeguarding your data.
  • Google site search – allows customers to search for pages within the site providing them with a better overall experience: Google: Privacy Policy.
  • Google Remarketing – to help make the ads you see after browsing our website more relevant and interesting to you.
    Third-party publishers, including Google, may use cookies to show you Hastings Direct advertisements on websites across the internet based on your past activity on our website.
    You can opt-out of Google's use of cookies by visiting Google's Ads Settings at any time.
    You can opt-out of third-party publishers' use of tailored advertising by visiting the Network Advertising Initiative opt-out page.
  • JSESSIONID – The purpose of JSESSIONID is to match up the session ID stored in the web application with that of the client so we can maintain a user's state throughout their journey. This cookie is imperative when using our site. Wikipedia: HTTP session token.
  • OMG – set cookies to identify which affiliate has delivered a customer to Hastings. If your browser is set to ignore all cookies this will effect the way in which you could claim your cashback. Read more about OMG.
  • Eptica – 1. Enables customers to interact through web chat technology and 2. understands the deeper meaning of customers' questions in order to deliver the most accurate answer from a knowledgebase. Read more about Eptica.
  • DigiCert – provides our customers with a safe way to protect their details whilst enabling secure purchases. DigiCert: Privacy Policy.
  • Survey monkey – allows us to provide a platform for customers to express their opinions about Hastings. SurveyMonkey: Privacy Policy.
  • TV Squared – is used to provide us with an understanding of how potential customers respond to our television adverts by understanding the demand for visits to our site and how our site is performing. It enables us to ensure you continue to receive a good customer experience when you use our website. You can opt out of this cookie by visiting: http://collector-118.tvsquared.com/optout.php.
  • iovation — is used to prevent and detect devices associated with fraudulent or other malicious activity. For further information on iovation cookies visit www.iovation.com.
  • VE Global UK — to help make the ads you see after browsing our website more relevant and interesting to you, VE Global UK may use cookies to show you Hastings Direct advertisements on websites across the internet based on your past activity on our website. To opt out visit: VE Global UK: How to opt-out of our use of your personal information.

What kind of information do we collect using cookies?

When you visit the website, our server will record your IP address, the date, time and duration of your visit and which areas of the website you visit. Your IP address is an assigned number allocated to your browser when you log on to the internet which acts as the "address" of your computer whilst you are online and enables web servers to locate and deliver content to you. It is usually allocated on a temporary basis, ie for the duration of your session online.

Cookie-derived information is anonymous and represents a computer rather than a person. You cannot be personally identified from it and we use it solely on an anonymous, aggregated basis.

What are web beacons

Some of our web pages may contain electronic images known as web beacons (sometimes known as clear gif's) that allow us to count users who have visited these pages. Web beacons collect only limited information, which includes a cookie number, time and date of a page viewed and a description of the page on which the web beacon resides. We may also carry web beacons placed by third party advertisers. These beacons do not carry use any personally identifiable information and are only used to track the effectiveness of a particular campaign.

Can I decline to accept cookies?

You are not obliged to accept a cookie that we (or any other web server) send to you. Most browsers accept cookies automatically but you can modify the settings in your browser to turn off this feature. However, cookies are integral to some areas of the website and to certain parts of our online services, so if you do choose not to accept cookies from us, you may not be able to utilise some areas of the website and we may not be able to provide certain online services to you.

How do I turn off cookie acceptance?

If you would like to accept or decline cookies, you can find help about modifying your browser by visiting: All About Cookies: How to control cookies.

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