Hastings Direct.

Important - Coronavirus update

In line with guidance from the Government and to help look after our colleagues, we now have a limited number of staff in the office. During this time, we're committed to supporting you in the best way we can. We'll 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, or for any customers wishing to cancel their insurance, please use our online forms.
  • If you do phone, we will only be able to deal with your query if:
    • You're in a vulnerable situation or an NHS/critical care worker who can't easily access our online services, or
    • You are worried about making future payments, or
    • Your policy is due to renew in less than a week and you're concerned the policy is no longer suitable for you, 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 how to use our online services.
  • Our opening hours have changed to: Monday to Friday 9am - 6pm, Saturday 10am - 2pm and Sunday Closed. If do you need to call us, please bear with us as it may take us longer to answer your call. We're sorry for any inconvenience this causes you.

Read our Coronavirus FAQs

Van substitute vehicle cover

Your standard policy already covers you for a courtesy van (small van) while your van's being repaired by one of our nominated repairers. However, you won't get one if your van's been stolen and not recovered or damaged beyond repair.

However you can add Substitute Vehicle cover to your policy for an extra cost.

You're covered for:

This enhanced substitute vehicle cover provides you with a hire van of an equivalent engine size to yours (up to maximum gross weight of 3.5 tonnes and, subject to when your policy started, a maximum engine size of 2000cc) if:

  • Your van's stolen and not recovered
  • It's damaged beyond repair after a fire, an attempted theft or, subject to when your cover started, an act of vandalism (please see full terms and conditions)
  • It's damaged beyond repair after an accident that was your fault.


Your hire van will be delivered to a place of your choice after one working day. You can claim for up to 28 days, up to twice per policy period.

The policy covers you for incidents that occur in the UK.

What you're not covered for:

  • Any accident that's not your fault
  • Claims arising from a deliberate, criminal act or an omission other than vehicle theft
  • Hire costs before the insurer has confirmed they'll deal with your claim in writing

You're required to notify your insurer of the incident. Full terms and conditions can be found in our optional additional products booklet.

Van insurance

Protect your van with flexible insurance options including breakdown cover and legal protection, so if things go wrong you can get back to work as soon as possible.

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