Help Centre & FAQs | Hastings Direct (2024)

Claims and breakdown support

Breakdown support

Breakdown

If you've broken down, don't worry. As long as you have breakdown cover, the RAC are on hand to help 24/7.

The quickest way to get help is to report your breakdown online or, if you prefer, you can call them on 0333 321 9818 (UK) or 00 33 472 43 52 55 (EU).

For deaf, hard of hearing or speech impaired customers, simply text 'breakdown' to 07855 828 282

You can still call the RAC out if you don't have any breakdown cover but you'll most likely be charged a fee.

Claims and breakdown support

Register a new claim

Sorry you've been in an accident. For information on our claims process please visit our claims page. To register a new claim, please go to MyAccount.

Claims and breakdown support

Discuss an existing claim

Sorry you've been in an accident. For information on our claims process please visit our claims page. You can get an update on your claim's progress in MyAccount.

You can also email us at motorclaims@hastingsdirect.com, just make sure to put your claim number (e.g. 300-10-XXXXXX) in the subject line.

Claims and breakdown support

Register a windscreen claim

You can book a windscreen repair or replacement 24/7 via our partners, National Windscreens. Don't forget to have your reg number to hand!

Just so you know, you'll need to have a comprehensive Hastings Direct or Premier policy to do this.

If you're making a claim for a damaged sunroof or a panoramic roof, please give us a call on 0333 321 9800.

Claims and breakdown support

Make a legal expenses, personal accident, key protection or substitute vehicle claim

Sorry you need to make a claim. You'll find all the information you need (including what number to call) in our policy documents section. Simply answer a couple of questions about your policy and you'll be provided with links to your relevant documents, then just click on 'Additional products' for the details.

Manage and customise policy

Get a quote for changing my policy

You can make changes yourself in the app or MyAccount at a time that suits you.

Here's what you can do:

• Add, remove or edit driver details
• Update your address
• Renew your policy
• Check and change your payment details (including the date your instalments are taken)
• Change your vehicle, licence plate and mileage.

How to make a change in the app or MyAccount

1. Log in, select View policy and choose the policy you want to change
2. Select the change you want to make and add your new information
3. You'll be given a quote, which includes any change to your total price and any fees you need to pay
4. Select Continue if you want to go ahead. If the change causes your total price to decrease you'll be due a refund. Or if your price has gone up, you can choose how to pay.

If you don't want to carry on, simply select Cancel changes. (Remember, you do need to tell us if your details have changed, as you may not be covered if you need to make a claim).

What happens next?

We'll make the changes and will let you know when your updated policy documents are ready to view in the app or MyAccount. This should only take a couple of hours.

Manage and customise policy

Cancelling my policy

Sorry you want to leave us. We need to speak to you to do this, so please call us on 0333 321 9801 so we can help.

Manage and customise policy

Get a quote for a new car

If you've bought a new car (or are thinking about it) you can find out how much it will cost to change your policy by getting an instant quote in the app or MyAccount. To go ahead with your change, you can pay for it there and then – all without having to call.

Simply:

1. Log in and select Manage policy
2. Select Manage vehicle and add your new car details
3. You'll be given a quote, which includes any change to your total price and any fees you need to pay
4. Select Continue if you want to go ahead. If the change causes your total price to decrease you'll be due a refund. Or if your price has gone up, you can choose how to pay.

If you don't want to carry on, simply select Cancel changes.

If you get stuck in MyAccount, you can start a live chat and we'll guide you through the steps.

Don't forget, when updating your vehicle details your excess amount might change, so make sure to check you're happy with it. Also, if you decide not to tell us that your details have changed, you may not be covered if you need to make a claim.

Manage and customise policy

Get a quote for adding a driver

If you're thinking about adding a driver, either permanently or just for a short time, you can log into the app or MyAccount and get an instant quote. If you want to go ahead, you can pay for it there and then, all without having to call. Simply:

1. Log in and select View policy on the one you want to change.
2. Choose Edit driver and add the new driver details and how long you want them on the policy.
3. You'll be given a quote, which includes any change to your total price and any applicable fees.
4. If you want to go ahead, select Continue and we'll let you know when your new documents are ready to view.

Manage and customise policy

Change my address

To let us know you've moved house, simply log in to the app or MyAccount. You can update your details and pay for it there and then, all without having to call. Simply:

1. Log in, select View policy and choose the policy you want to change
2. Select Change address and add your new details. If you haven't moved yet, you can also tell us the date you want the change to start from
3. You'll be given a quote, which includes any change to your total price and any fees you need to pay
4. Then select Continue if you want to go ahead.

If the change causes your total price to decrease you'll be due a refund. Or if your price has gone up, you can choose how to pay. If you have more than one policy with us, don't forget to change your address on all of them. If you don't want to carry on, simply select Cancel changes. (Remember, you do need to tell us if your details have changed, as you may not be covered if you need to make a claim).

Manage renewal

Accept my renewal

Great! Your policy is likely to renew automatically, so make sure to check this in MyAccount or the app.

Simply go to Renewals and check policy's set to automatically renew. If it is, you can leave it and you're all done for another year!

If it's not set to automatically renew you just need to follow the steps to accept your renewal.

Manage renewal

Discuss my renewal

Want to chat about your renewal price? Just call us on 0333 321 9790 and we'll be happy to help.

If you'd like to know more about renewal prices, we explain how they work.

Manage renewal

View my renewal

Your renewal quote is saved securely in the app and MyAccount. Simply:

1. Log in and go to Documents
2. Select the link to view your renewal pack

Make sure to check all the documents in the pack and let us know if any of your details need changing.

Manage renewal

Cancel my renewal

We're sorry you're thinking of leaving us. We'll need to speak to you to do this, so please call us on 0333 321 9790 and we'll be happy to help.

Want to know more about renewal prices? We explain how they work.

Manage payments and account details

Make a payment

The simplest way to make a late payment is in MyAccount. All you need to do is:

1. Log in, select Payments and, if you have more than one policy, choose the one you want to make a payment for.
2. Select Make Payment.
3. Enter your credit or debit card details and pay.

If your payment's been successful, you're all done, but if it hasn't, you'll be asked to try again.

Manage payments and account details

Discuss a payment

The easiest way to manage your payment details is in the app or MyAccount.

Manage payments and account details

Get help with my payments

We'll do everything we can to help, either financially or otherwise. Please contact us as soon as possible, all calls are completely confidential and we can speak to someone else on your behalf if you prefer – we'll just need your permission first.

Please don't cancel any payments or direct debits without speaking to us first. Missing payments means you run the risk of your policy being cancelled and we don't want you to be left uninsured.

You can find lots more impartial advice online with Money Advice Service, National Debtline, StepChange Debt Charity and the Citizens Advice Bureau.

If you'd like to talk to us, please call us on 0333 321 9630, Monday-Friday 9am–5:30pm.

Manage payments and account details

Change my direct debit date

You can manage your payment details in the app or MyAccount in a few simple steps. To change your payment date or bank account number just:

1. Log in, go to Payments and select Update DD details
2. Fill out the new details and select Update

Confirmation of your change will then be uploaded to MyAccount.

Manage payments and account details

Set up a new direct debit

Do you have an outstanding payment?

Check details and documents

Proof of your no claims discount

You can view, download or print your no claims discount (NCD) in MyAccount at any time. Simply:

1. Log in and go to Documents
2. Select Get NCD next to where your proof of no claims discount is listed.

Check details and documents

Find my documents

All your documents, such as your certificate of insurance or renewal quote, are saved securely in the app and MyAccount, where you can access them instantly whenever you need them.

Just log in and go to Documents to view, download or print the document you need.

Check details and documents

Get a document sent to me

All your documents, such as your certificate of insurance or renewal quote, are saved securely in the app and MyAccount, where you can access them instantly whenever you need them.

Just log in and go to Documents to view, download or print the document you need (or to ask for it to be posted to you).

Online help

How do I register?

To register for MyAccount simply:

1. Go to the MyAccount log in page and enter the email address you used when you bought your policy
2. You'll be sent an email so that we can verify your address; just click on the link
3. You'll be asked to set up your password and then you're done.

If you get stuck, start a live chat from the MyAccount log in page and we'll guide you through the steps.

Online help

I'm having problems logging in

Sorry, we know it's frustrating.

There are a few reasons why you could be having problems, so check the error message at the top of the screen:

Sorry, we don't recognise this email address – make sure you're using the email address you used when you bought your policy.

These details don't match our files – double check you're using the right information. We need the email address used to set up the policy and the correct password. If you're struggling to remember the password, just select Forgot your password? and follow the instructions to reset it. If we've asked you for a date of birth, it needs to be the one given for the main policyholder.

Login was unsuccessful – this means one or more of the details you've entered is wrong or you don't have your account set up and need to register.

Online help

What can I do in MyAccount and the app?

You can make changes yourself in the app or MyAccount at a time that suits you.

Here's what you can do:

• Add, remove or edit driver details
• Update your address
• Renew your policy
• Check and change your payment details (including the date your instalments are taken)
• Change your vehicle, licence plate and mileage
• Find useful documents, such as your no claims discount or certificate of motor insurance.

How to make a change in the app or MyAccount

1. Log in, select View policy and choose the policy you want to change
2. Select the change you want to make and add your new information
3. You'll be given a quote, which includes any change to your total price and any fees you need to pay
4. Select Continue if you want to go ahead. If the change causes your total price to decrease you'll be due a refund. Or if your price has gone up, you can choose how to pay.

If you don't want to carry on, simply select Cancel changes. (Remember, you do need to tell us if your details have changed, as you may not be covered if you need to make a claim).

If you get stuck in MyAccount you can start a live chat and we'll guide you through the steps.

What happens next?

We'll make the changes and will let you know when your updated policy documents are ready to view in the app or MyAccount. This should only take a couple of hours.

Something else

Make a complaint

We're sorry you haven't been given the service you were expecting. We'll do everything we can to make it right.

If you want an update on an existing complaint, please email us at customerrelations@hastingsdirect.com

If you haven't made your complaint yet, you can do this online or by calling us on 0333 999 8904 – our lines are open Monday to Friday, from 9am to 5pm.

Or, if you prefer, you can write to us at:

Customer Relations Department,
Hastings Direct,
Conquest House,
Collington Avenue,
Bexhill-on-Sea,
East Sussex,
TN39 3LW

Read about how we deal with complaints.

Something else

Report a fraudulent activity

If you suspect or know of any fraudulent activity to do with one of our policies, please email us at FraudReporting@hastingsdirect.com. Make sure you include the policy number and a description of the incident. We aim to respond to this within five working days.

Alternatively, you can get in touch by calling us on 0333 321 9757.

Something else

Bereavement

If you need our support with a policy because of a bereavement, you can call our specialist team direct on 0333 321 9661.

Covid

Coronavirus

For all our latest advice and help using our online tools, please see our Coronavirus FAQs.

Claims and breakdown support

Breakdown support

Breakdown

If you've broken down, don't worry. As long as you have breakdown cover, the RAC are on hand to help 24/7.

The quickest way to get help is to report your breakdown online or, if you prefer, you can call them on 0333 321 9818 (UK) or 00 33 472 43 52 55 (EU).

For deaf, hard of hearing or speech impaired customers, simply text 'breakdown' to 07855 828 282

You can still call the RAC out if you don't have any breakdown cover but you'll most likely be charged a fee.

Claims and breakdown support

Register a windscreen claim

You can book a windscreen repair or replacement 24/7 via our partners, National Windscreens. Don't forget to have your reg number to hand!

Just so you know, you'll need to have a comprehensive Hastings Direct or Premier policy to do this.

If you're making a claim for a damaged sunroof or a panoramic roof, please give us a call on 0333 321 9800.

Claims and breakdown support

Register a new claim

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

Sorry to hear you've been in an incident. For information on how to make a claim, please visit our claims page. To start a new claim, please go to MyAccount.

Claims and breakdown support

Discuss an existing claim

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

Log into MyAccount to keep track of your claim's progress. You can also email us at motorclaims@hastingsdirect.com. Please make sure to put your claim number in the subject line - for example 300-10-XXXXXX.

Manage and customise policy

Get a quote for changing my policy

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

Please call us on 0333 321 9801 to get a quote for a change to your policy.

Manage and customise policy

Cancelling my policy

Sorry you want to leave us. We need to speak to you to do this, so please call us on 0333 321 9801 so we can help.

Manage renewal

Accept my renewal

Great! Your policy is likely to renew automatically, so make sure to check this in your renewal invite.

If it isn't going to, please call us on 0333 321 9790 to let us know you want to go ahead with your renewal.

Manage renewal

Discuss my renewal

Want to chat about your renewal price? Just call us on 0333 321 9790 and we'll be happy to help.

If you'd like to know more about renewal prices, we explain how they work.

Manage renewal

View my renewal

Your renewal quote is saved securely in the app and MyAccount. Simply:

1. Log in and go to Documents
2. Select the link to view your renewal pack

Make sure to check all the documents in the pack and let us know if any of your details need changing.

Manage renewal

Cancel my renewal

We're sorry you're thinking of leaving us. We'll need to speak to you to do this, so please call us on 0333 321 9790 and we'll be happy to help.

Want to know more about renewal prices? We explain how they work.

Manage payments and account details

Make a payment

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

No problem. Please call us on 0333 321 9801 so we can get it sorted.

Manage payments and account details

Discuss a payment

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

No problem. Please call us on 0333 321 9801 so we can get it sorted.

Manage payments and account details

Get help with my payments

We'll do everything we can to help, either financially or otherwise. Please contact us as soon as possible, all calls are completely confidential and we can speak to someone else on your behalf if you prefer – we'll just need your permission first.

Please don't cancel any payments or direct debits without speaking to us first. Missing payments means you run the risk of your policy being cancelled and we don't want you to be left uninsured.

You can find lots more impartial advice online with Money Advice Service, National Debtline, StepChange Debt Charity and the Citizens Advice Bureau.

If you'd like to talk to us, please call us on 0333 321 9630, Monday-Friday 9am–5:30pm.

Manage payments and account details

Change my direct debit date

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

No problem. Please call us on 0333 321 9801 so we can get it sorted.

Manage payments and account details

Set up a new direct debit

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

Check details and documents

Proof of your no claims discount

You can view, download or print your no claims discount (NCD) in MyAccount at any time. Simply:

1. Log in and go to Documents
2. Select Get NCD next to where your proof of no claims discount is listed.

Check details and documents

Find my documents

All your documents, such as your certificate of insurance or renewal quote, are saved securely in MyAccount, where you can access them instantly whenever you need them.

Just log in and go to Documents to view, download or print the document you need.

Check details and documents

Get a document sent to me

All your documents, such as your certificate of insurance or renewal quote, are saved securely in the app and MyAccount, where you can access them instantly whenever you need them.

Just log in and go to Documents to view, download or print the document you need (or to ask for it to be posted to you).

Online help

How do I register?

To register for MyAccount simply:

1. Go to the MyAccount log in page and enter the email address you used when you bought your policy
2. You'll be sent an email so that we can verify your address; just click on the link
3. You'll be asked to set up your password and then you're done.

If you get stuck, start a live chat from the MyAccount log in page and we'll guide you through the steps.

Online help

I'm having problems logging in

Sorry, we know it's frustrating.

There are a few reasons why you could be having problems, so check the error message at the top of the screen:

Sorry, we don't recognise this email address – make sure you're using the email address you used when you bought your policy.

These details don't match our files – double check you're using the right information. We need the email address used to set up the policy and the correct password. If you're struggling to remember the password, just select Forgot your password? and follow the instructions to reset it. If we've asked you for a date of birth, it needs to be the one given for the main policyholder.

Login was unsuccessful – this means one or more of the details you've entered is wrong or you don't have your account set up and need to register.

Online help

What can I do in MyAccount and the app?

Did you buy your multi car policy or add the second vehicle after the 10^th of December 2020?

Get online help – just go to MyAccount and click on Can we help? at the bottom of the screen.

Something else

Make a complaint

We're sorry you haven't been given the service you were expecting. We'll do everything we can to make it right.

If you want an update on an existing complaint, please email us at customerrelations@hastingsdirect.com

If you haven't made your complaint yet, you can do this online or by calling us on 0333 999 8904 – our lines are open Monday to Friday, from 9am to 5pm.

Or, if you prefer, you can write to us at:

Customer Relations Department,
Hastings Direct,
Conquest House,
Collington Avenue,
Bexhill-on-Sea,
East Sussex,
TN39 3LW

Read about how we deal with complaints.

Something else

Report a fraudulent activity

If you suspect or know of any fraudulent activity to do with one of our policies, please email us at FraudReporting@hastingsdirect.com. Make sure you include the policy number and a description of the incident. We aim to respond to this within five working days.

Alternatively, you can get in touch by calling us on 0333 321 9757.

Something else

Bereavement

If you need our support with a policy because of a bereavement, you can call our specialist team direct on 0333 321 9661.

Covid

Coronavirus

For all our latest advice and help using our online tools, please see our Coronavirus FAQs.

Claims and breakdown support

Breakdown support

Breakdown

If you've broken down, don't worry. As long as you have breakdown cover, the RAC are on hand to help 24/7.

The quickest way to get help is to report your breakdown online or, if you prefer, you can call them on 0333 321 9818 (UK) or 00 33 472 43 52 55 (EU).

For deaf, hard of hearing or speech impaired customers, simply text 'breakdown' to 07855 828 282

You can still call the RAC out if you don't have any breakdown cover but you'll most likely be charged a fee.

Claims and breakdown support

Register a new claim

Sorry you've been in an accident. For information on our claims process please visit our claims page. To register a new claim, please go to MyAccount.

Claims and breakdown support

Discuss an existing claim

Sorry you've been in an accident. For information on our claims process please visit our claims page. You can get an update on your claim's progress in MyAccount.

You can also email us at motorclaims@hastingsdirect.com, just make sure to put your claim number (e.g. 300-10-XXXXXX) in the subject line.

Claims and breakdown support

Register a windscreen claim

You can book a windscreen repair or replacement 24/7 via our partners, National Windscreens. Don't forget to have your reg number to hand!

Just so you know, you'll need to have a comprehensive Hastings Direct or Premier policy to do this.

If you're making a claim for a damaged sunroof or a panoramic roof, please give us a call on 0333 321 9800.

YouDrive data

Get help with the tab

If you have a YouDrive policy and you need help or have any questions about the YouDrive tab, you can find lots of answers here, or call us on 0333 999 8911.

YouDrive data

Discuss my driving score

If you have a YouDrive policy and you need help or have any questions about your driving score, you can find help here, or call us on 0333 999 8911.

YouDrive data

Get help with the app

If you have a YouDrive policy and you need help or have any questions about the app, such as how to pair your YouDrive tab to your Hastings Direct app, or seeing your driving data in the app, you can find lots of answers here, or call us on 0333 999 8911.

For any general queries about the app, such as logging in or resetting passwords, you can find lots of answers by searching our frequently asked questions below.

Manage and customise policy

Get a quote for changing my policy

If you're thinking about adding a driver or getting a new car you can log into the app or MyAccount and get an instant quote for a change to your policy.

If you want to go ahead, you can pay for it there and then, all without having to call. Simply:

1. Log in and select View policy on the policy you want to change.
2. Choose what information you want to change (address, vehicle or driver) and add the new details.
3. You'll be given a quote, which includes any change to your total price and any applicable fees.
4. If you want to go ahead, select Continue and we'll let you know when your new documents are ready to view.

Manage and customise policy

Get a quote for a new car

If you've bought a new car (or are thinking about it) you can find out how much it will cost to change your policy by getting an instant quote in the app or MyAccount. To go ahead with your change, you can pay for it there and then - all without having to call.

Simply:

1. Log in and select View policy on the policy you want to change.
2. Choose Edit vehicle and add the details of your new car.
3. You'll be given a quote, which includes any change to your total price and any applicable fees.
4. To go ahead and change your car, select Continue and we'll let you know when your new documents are ready to view.

Manage and customise policy

Get a quote for adding a driver

If you're thinking about adding a driver, either permanently or just for a short time, you can log into the app or MyAccount and get an instant quote. If you want to go ahead, you can pay for it there and then, all without having to call. Simply:

1. Log in and select View policy on the one you want to change.
2. Choose Edit driver and add the new driver details and how long you want them on the policy.
3. You'll be given a quote, which includes any change to your total price and any applicable fees.
4. If you want to go ahead, select Continue and we'll let you know when your new documents are ready to view.

Manage and customise policy

Change my address

To let us know you've moved house, simply log in to the app or MyAccount. You can update your details and pay for it there and then, all without having to call. Simply:

1. Log in and select View policy on the one you want to change.
2. Choose Change address and add the new details.
3. You'll be given a quote, which includes any change to your total price and any applicable fees.
4. Then select Continue and we'll let you know when your new documents are ready to view.

Manage and customise policy

Cancelling my policy

Sorry you want to leave us. We need to speak to you to do this, so please call us on 0333 999 8911 so we can help.

Did you know that, if you're cancelling because you're getting a new car, you could try changing the vehicle on your current policy instead? You can do this at any time in go to MyAccount or the app. Simply:

1. Log in and select View policy on the policy you want to change.
2. Select Manage Vehicle and add the details of the new car.
3. You'll be given a quote, which includes any change to your total price and any applicable fees.
4. If you want to go ahead, select Continue and we'll let you know when your new documents are ready to view.

Manage renewal

Accept my renewal

Great! Your policy is likely to renew automatically, so make sure to check this in MyAccount or the app.

Simply go to Renewals and check policy's set to automatically renew. If it is, you can leave it and you're all done for another year!

If it's not set to automatically renew you just need to follow the steps to accept your renewal.

Manage renewal

Discuss my renewal

Want to chat about your renewal price? Just call us on 0333 321 9790 and we'll be happy to help.

If you'd like to know more about renewal prices, we explain how they work.

Manage renewal

View my renewal

Your renewal quote is saved securely in the app and MyAccount. Simply:

1. Log in and go to Documents
2. Select the link to view your renewal pack

Make sure to check all the documents in the pack and let us know if any of your details need changing.

Manage renewal

Cancel my renewal

We're sorry you're thinking of leaving us. We'll need to speak to you to do this, so please call us on 0333 321 9790 and we'll be happy to help.

Want to know more about renewal prices? We explain how they work.

Manage payments and account details

Make a payment

The simplest way to make a late payment is in MyAccount. All you need to do is:

1. Log in, select Payments and, if you have more than one policy, choose the one you want to make a payment for.
2. Select Make Payment.
3. Enter your credit or debit card details and pay.

If your payment's been successful, you're all done, but if it hasn't, you'll be asked to try again.

Manage payments and account details

Discuss a payment

The easiest way to manage your payment details is in the app or MyAccount.

Manage payments and account details

Get help with my payments

We'll do everything we can to help, either financially or otherwise. Please contact us as soon as possible, all calls are completely confidential and we can speak to someone else on your behalf if you prefer – we'll just need your permission first.

Please don't cancel any payments or direct debits without speaking to us first. Missing payments means you run the risk of your policy being cancelled and we don't want you to be left uninsured.

You can find lots more impartial advice online with Money Advice Service, National Debtline, StepChange Debt Charity and the Citizens Advice Bureau.

If you'd like to talk to us, please call us on 0333 321 9630, Monday-Friday 9am–5:30pm.

Manage payments and account details

Change my direct debit date

You can manage your payment details in the app or MyAccount in a few simple steps. To change your payment date or bank account number just:

1. Log in, go to Payments and select Update DD details
2. Fill out the new details and select Update

Confirmation of your change will then be uploaded to MyAccount.

Manage payments and account details

Set up a new direct debit

Do you have an outstanding payment?

Check details and documents

Proof of your no claims discount

You can view, download or print your no claims discount (NCD) in MyAccount at any time. Simply:

1. Log in and go to Documents
2. Select Get NCD next to where your proof of no claims discount is listed.

Check details and documents

Find my documents

All your documents, such as your certificate of insurance or renewal quote, are saved securely in the app and MyAccount, where you can access them instantly whenever you need them.

Just log in and go to Documents to view, download or print the document you need.

Check details and documents

Get a document sent to me

All your documents, such as your certificate of insurance or renewal quote, are saved securely in the app and MyAccount, where you can access them instantly whenever you need them.

Just log in and go to Documents to view, download or print the document you need (or to ask for it to be posted to you).

Online help

How do I register?

To register for MyAccount simply:

1. Go to the MyAccount log in page and enter the email address you used when you bought your policy
2. You'll be sent an email so that we can verify your address; just click on the link
3. You'll be asked to set up your password and then you're done.

If you get stuck, start a live chat from the MyAccount log in page and we'll guide you through the steps.

Online help

I'm having problems logging in

Sorry, we know it's frustrating.

There are a few reasons why you could be having problems, so check the error message at the top of the screen:

Sorry, we don't recognise this email address – make sure you're using the email address you used when you bought your policy.

These details don't match our files – double check you're using the right information. We need the email address used to set up the policy and the correct password. If you're struggling to remember the password, just select Forgot your password? and follow the instructions to reset it. If we've asked you for a date of birth, it needs to be the one given for the main policyholder.

Login was unsuccessful – this means one or more of the details you've entered is wrong or you don't have your account set up and need to register.

Online help

What can I do in MyAccount and the app?

Whether you're at home or on the move, simply log in to the app or MyAccount to access documents and make changes to your policy. You can also manage your payments and renew online.

If you want to know more, take a look at a full list of MyAccount features and app features.

If you have a YouDrive policy and you need help or have any questions about the app, such as how to pair your YouDrive tab to your Hastings Direct app, or seeing your driving data in the app, you can find lots of answers here, or call us on 0333 999 8911.

For any general queries about the app, such as logging in or resetting passwords, you can find lots of answers by searching our frequently asked questions below.

Something else

Make a complaint

We're sorry you haven't been given the service you were expecting. We'll do everything we can to make it right.

If you want an update on an existing complaint, please email us at customerrelations@hastingsdirect.com

If you haven't made your complaint yet, you can do this online or by calling us on 0333 999 8904 – our lines are open Monday to Friday, from 9am to 5pm.

Or, if you prefer, you can write to us at:

Customer Relations Department,
Hastings Direct,
Conquest House,
Collington Avenue,
Bexhill-on-Sea,
East Sussex,
TN39 3LW

Read about how we deal with complaints.

Something else

Report a fraudulent activity

If you suspect or know of any fraudulent activity to do with one of our policies, please email us at FraudReporting@hastingsdirect.com. Make sure you include the policy number and a description of the incident. We aim to respond to this within five working days.

Alternatively, you can get in touch by calling us on 0333 321 9757.

Something else

Bereavement

If you need our support with a policy because of a bereavement, you can call our specialist team direct on 0333 321 9661.

Covid

Coronavirus

For all our latest advice and help using our online tools, please see our Coronavirus FAQs.