Hastings Essential

van insurance
policy booklet

63
How to claim
Report an incident or make a claim, 24 hours a day, 365 days a year:
Online: Log into MyAccount www.hastingsdirect.com/MyAccount
Call (in the UK): 0333 321 9800
Call (outside of the UK): 00 44 1424 738 585
If you need to send us more information about your claim
(such as photos of the damage) you can email or write to us:
Email: motorclaims@hastingsdirect.com
Address: Claims department, Hastings Direct, Conquest House,
Collington Avenue, Bexhill-on-Sea TN39 3LW
Have any questions?
Check your details, view or download your documents, make
changes to your policy or read our FAQs, at any time, in the app
and MyAccount.
Log in or register for
MyAccount: www.hastingsdirect.com/MyAccount
Download the Hastings Direct app from the App Store or Google
Play Store.

Chat to our customer services team:

Webchat: www.hastingsdirect.com/contact-us
Call: 0333 321 9801
For online policies, as outlined in your cover summary, call centre
support is limited.

This insurance is not available in the Isle of Man or the Channel Islands. Hastings Insurance Services
Ltd, trading as Hastings Direct, is authorised and regulated by the Financial Conduct Authority
(register number 311492.) Registered in England and Wales, 3116518. Registered Office: Conquest
House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.

64
Contents
Welcome....................................................................................................... 2
Your cover...................................................................................................... 2
Legal statement, your contracts of insurance
and important documents......................................................................... 3
Your legal obligations – the law and motor insurance......................... 6
Who can speak to us about your policy.................................................. 7
How to make a claim................................................................................... 8
Replacement van service......................................................................... 10
Meaning of words – terms and definitions explained....................... 14
Your policy – what you’re covered for
Section 1 Damage to your van/s (except that caused
by fire or theft)...................................................................... 18
Section 2 Damage or loss by fire or theft.......................................... 18
Total loss – if your van can’t be repaired.......................... 21
Section 3 Legal responsibility to others (third parties)................. 23
Section 4 Personal accident................................................................ 25
Section 5 Driving abroad..................................................................... 26
Section 6 No claims discount............................................................. 28
General exceptions – what your policy doesn’t cover..................... 29
General conditions.................................................................................. 34
Terms and conditions
Your contract with us – the service we provide
and what you pay for................................................................................ 46
Our fees – administration costs for our services................................ 47
Who regulates us?.................................................................................... 48
Your privacy................................................................................................ 49
Things you need to know
Keeping your policy up to date – tell us if anything changes......... 52
Renewing your policy.............................................................................. 55
Complaints – how to contact us if
you’re unhappy with the service........................................................... 59

1
Welcome
Thank you for insuring your van through us. This document explains
your insurance policy; please read it carefully so you understand
exactly what you are covered for.
We are one of the UK’s leading insurance providers. We arrange
and administer your insurance cover, allowing you to choose the
best available option to meet your needs.
We are always your first point of contact if you have any questions,
want to make changes to your policy or need to make a claim.
We know making a claim can be stressful so we will handle things as
efficiently as possible, giving you one less thing to worry about. Our
claims helpline is open 24 hours a day.

Your Cover
This is a short explanation to help you understand if the cover is
suitable for your needs.

Comprehensive – All policy sections apply

This cover meets the needs of those who want to be insured against
third party claims that arise from the use of their vehicle, and for
damage caused to their own vehicle following an accident, or
caused by fire or theft.
This policy does not cover:
• Any damage to your van’s windscreen or glass windows
• You to drive other vehicles
• Any personal belongings
• Medical expenses
• Damage to or loss of any audio visual equipment in your van
• Damage to or loss of any accessories fitted to your van.
General Conditions and General Exceptions always apply.
Extra endorsements only apply if they appear on your schedule
of insurance.

2
Legal statements
A policyholder of a van policy enters into two separate contracts
when taking out a policy through us.
(i) The first contract is between the policyholder and the insurer:
• The insurer’s name is shown on the policyholder’s current
certificate of motor insurance. This can be found on the
policyholder’s certificate of motor insurance in
MyAccount: www.hastingsdirect.com/MyAccount
• The insurer is the company providing the policyholder’s
van insurance
• The insurer’s terms and conditions for van policies
are set out at pages 46-49 of this document
(“Insurer’s Terms & Conditions”)
• It is the policyholder’s responsibility to be aware of these terms
and conditions and to make sure that named drivers are also
aware of them
• The policyholder is the only individual able to cancel the van
policy (as set out in more detail in ‘Cancellations’)
• The policyholder is able to make claims under the van policy
(as set out in more detail in ‘Claims’) on their own behalf and on
behalf of any named drivers
• This contract does not give rise to any rights under the
Contracts (Rights of Third Parties) Act 1999 to enforce any
term of the contract
• This contract will be governed by and interpreted in accordance
with English law
• We will communicate in English throughout the course of
this contract.
(ii) The second contract is between the policyholder and Hastings
Insurance Services Ltd (“Hastings”):
• Hastings is an insurance broker and arranges and administers
the policyholder’s van policy on behalf of the insurer
• Hastings is the policyholder’s first point of contact
• Hastings’ terms and conditions for arranging and administering
policies are set out at pages 5-44 of this document

continued overleaf

3
 • This contract does not give rise to any rights under the
Contracts (Rights of Third Parties) Act 1999 to enforce any
term of the contract
• This contract will be governed by and interpreted in accordance
with English law
• We will communicate in English throughout the course of
this contract.
The policyholder of a van policy is covered by the insurer for the
period of cover when the policyholder:
• Agrees to the terms and conditions offered; and
• Pays, or has offered to pay, the appropriate premium, insurance
premium tax and Hastings’ arrangement and
administration fee.
The policyholder is required to take reasonable care not to make a
misrepresentation when providing information to the insurer
and/or Hastings.

4
 What do we mean by 'my insurer'?
We are permitted to set up your insurance contract on behalf of

the insurer and we act on your behalf in arranging your contract
of insurance for all policies.
Ownership and close links
If we have arranged your insurance with Advantage Insurance
Company Limited, please note that we are both part of the
same group of companies and are both, indirectly, wholly-owned
subsidiaries of Sampo plc (registered in Finland, ISIN
FI0009003305), which is the ultimate parent company of
the group
Where your insurer is Advantage Insurance Company Limited:
i) W
 e act as either subcontractor or agent for them and provide a
number of services (which may include the repair of your van).
When dealing with elements of your claim, we are acting as
agent of the insurer and, as their agent, we hold claims monies.
We also receive fees, commission and other income for
undertaking these roles and services and you agree we may
retain; and
ii) w
 e are entitled to process your claim in its entirety as well as
conduct the defence or settlement of any claim and/or admit
negligence for any accident or claim on your behalf.

5
Four key documents make up a policyholder’s policy;
1. This policy document, which explains how we manage your
insurance and tells you what you are covered for
2. Your statement of insurance which shows all the information
you gave us, on which your cover has been based
3. Your schedule which contains details about you, your
insurer, the van/s on the policy and the cover provided.
It also shows you which sections, excesses and endorsements
apply to you
4. Your certificate of motor insurance which gives details of
who can drive your van, what it can be used for and the
period of cover.
It is important you read all of these documents plus your cover
summary carefully. Also take a minute now to check your statement
of insurance to make sure you have the right level of cover for your
needs and all the details are correct.

Your legal obligations

Remember, it’s an offence under the Road Traffic Act to make a false
statement or to withhold information in order to get motor insurance.
Under the Consumer Insurance (Disclosure and Representation) Act
2012, when you apply for insurance, you have a duty to take
reasonable care to answer all questions as fully and as accurately
as possible.
If you don’t take reasonable care to answer all questions fully and
accurately or if you deliberately make a false statement, there could be
serious consequences. For example, depending on the circumstances,
your insurer might be entitled to treat your insurance cover and that
of every other person named on your policy as invalid. This could also
mean that some or all of a claim may not be paid and you may have to
make a payment to a third party (for example another driver or person
involved in an incident) that’s not covered by this insurance.

6
If the details on your documents are wrong, or if you wish to
make any changes, please contact our customer services team.
Their details are at the front of this document.

Who can speak to us about your policy

Make
Arrears Renew
changes to Cancellation
payment accept
your policy

Policyholder

Partner*

*At the request of many of our customers and to make managing

your insurance more convenient for you we are happy to deal with
your partner, named on the policy, who calls us on your behalf
regarding payment, changes or renewal to your policy. If you would
like to change this arrangement, or nominate someone else (such as
a named person on the policy, friend or other family member), or
would prefer us to deal only with you please email or call us to let
us know.
Cancellation can only be authorised by the policyholder

7
How to make a claim
We hope you never have an accident or loss, but if you do, we will
make the process as smooth and hassle-free as possible.

What to do if you have an accident

Remember STOP

Stop at the scene of the accident. Never admit blame or offer to


S
pay for damage. Tell us if anyone else admits blame or offers to
pay for your repairs.
Tell us even if you don't want to make a claim. Log into

T
MyAccount or call (in the UK) 0333 321 9800 (outside the UK)
00 44 1424 738 585
Obtain the name, address, phone number and vehicle

O
registration of the other drivers. Give your details in return. Try to
get contact details of any witnesses.
Police call the police if anyone’s injured or a driver refuses to
P
stop or give their details. If there’s been a crime, make a note of
the crime reference number the police give you.

Don't forget - you can report an incident or register a claim 24

hours a day, 365 days a year using MyAccount.

Log in to MyAccount with your email

address: www.hastingsdirect.com/MyAccount

Theft, loss or criminal damage

If your van is stolen or damaged as a result of crime, or if items
are stolen from your van, report it to the police and get a crime
reference number.

8
Please call us within seven days of the incident. It’s better to speak to
us as soon as you can, while the details of the incident are fresh in
your mind. Getting all the facts quickly can also reduce the time and
cost involved in dealing with your claim. That’s better for you and
helps insurers to keep their prices as low as possible.

What happens when I call to make a claim?

We will ask you some questions about what happened and take you
through the next steps. If your van is repairable, your insurer may
choose to have it repaired. If so a nominated repairer will be
contacted as soon as possible.
If you’re involved in an accident and it’s unsafe when we recover
your vehicle, we will move you and any passengers to the nearest
convenient area (e.g. a local amenity such as a service station).

What are the features of using the nominated

repairer service?
Repairs The repairs will be guaranteed for five years.
Authorisation You don’t need to get any estimates so the
repairs can begin as soon as your insurer has
authorised them.
Delivery The repairer can arrange to collect and return
your van.
Payment All you need to do is pay your agreed excess
to the repairer before the van is delivered back
to you. Your compulsory and voluntary
excesses are based on you using your
insurer's nominated repairer. If you use a
different repairer, there will be an additional
excess to pay as shown in your schedule
of insurance.
Replacement You will get a replacement van while your van
van is being repaired (see ‘About the replacement
van service’ for conditions).

9
Your insurer’s nominated repairer may use parts or accessories that
aren’t made or supplied by your van’s manufacturer, including
recycled parts of a similar type and quality to those being replaced.

What’s an excess?
An excess is the amount you have to pay towards the first part of
any claim you make.
You agree the amount of each excess when you buy the policy.

Details are shown on your schedule of insurance.

About the replacement vehicle service

• You won’t be eligible for a replacement vehicle if your van is
stolen and not recovered or considered to be a
total loss/write-off
• The replacement vehicle service is only available if you use your
insurer’s nominated repairer
• The replacement vehicle will be provided by your insurer’s
nominated repairer
• The service is only available while your van is being repaired
• The replacement vehicle will usually be a group A van
• The replacement vehicle will be automatically insured, at no
additional cost, under this policy. This cover is subject to your
insurer’s terms and conditions and normal policy terms will apply
• You will be responsible for the replacement vehicle and for any
charges or fines incurred during the time you use it, including fuel
costs, parking fines, motoring offences, fixed penalties and any
congestion or toll charges.

Drivers with optional substitute vehicle cover

If you bought substitute vehicle cover as an optional extra when you
took out your policy, you will be able to make a claim for the cost of
a hire vehicle. This only applies if your van is declared a total loss
after an accident that was your fault, or after fire or attempted theft.
Your payment summary will show whether you have bought this
cover and you can find full details in the optional additional
products document.

10
Can I choose my own repairer/garage?
Yes, you can take your van to a repairer of your choice but if you do
so you won’t be entitled to the benefits available under the
nominated repairer scheme.
You will also need to submit a repair estimate to your insurer for
authorisation before the work can start, which may delay the progress
of your claim and the repairs to your van.

When claiming under this policy

You and anyone else covered by the policy must not make any
admission of fault, offer promises, payment or compensation unless
your insurer has agreed it in writing. You must co-operate fully and in
a way so as not to compromise the resolution of your claim. Examples
may include providing information critical to the investigation and
settlement of the claim, providing evidence and attending court.
When defending or settling a claim, your insurer is entitled to instruct
the solicitors of their choice to act for you in any proceedings. If they
feel it’s appropriate, your insurer will be entitled to admit liability, for
the costs covered under this policy on behalf of you or any person
claiming indemnity under the policy.
Such admissions may be made before or after legal proceedings start.

Liability means being legally responsible for something.

Indemnity means compensation for loss, damage, injuries or

legal costs.

11
Guide to your cover
Check the column that matches the level of cover you have bought
(you will find the details on your statement of insurance and
policy schedule).
This table is a summary; it doesn’t describe all the terms and
conditions that apply, so please refer to the appropriate section for
full details.

12
Policy features and benefits Policy cover

Sections Hastings Essential

Damage to your van (except that caused by fire and

1
theft) up to its market value.

2 Damage or loss by fire or theft up to its market value.

Legal liability for damage to other people’s (third party)

3
property up to £3m in total, including all costs

Personal accident cover, for you, your spouse or partner,

4 up to £1,000 for death or permanent loss of sight or limb
(above the ankle or wrist).

When driving abroad, the same level of cover as you

5 have in the UK applies for up to 90 consecutive days in
the EU and the countries listed in section 5.

No claims discount; if no claim is made against your

policy, your renewal premium will be adjusted
according to the no claims discount scale applicable at
6
the renewal date. However, if a claim is made against
your policy, the insurer may reduce your no
claims discount.

What’s not included?

This policy doesn’t cover;
• You to drive other vehicles
• Tools in transit, goods, samples or tools carried in connection
with any trade or business­­
• Damage to your van's windscreen and windows.

13
Meaning of words
To help you understand the details of your cover, here are
definitions of some of the key terms in your policy. Wherever
these words or phrases appear in bold in this document, they
will always have the following meanings:
Accessories
Parts or products (including spare parts) specifically designed to be
fitted to your van.

Certificate of Motor Insurance

Proof that you have motor insurance, as required by law. Your
certificate of motor insurance shows which van is covered, who’s
allowed to drive, what the van can be used for and the start and end
dates of the insurance policy.

Continuous payment authority

A method of automatic payment used when paying by debit or
credit card.

Endorsement
A clause that changes the terms of the policy. Your schedule of
insurance will show any endorsements that apply

Excess
The part of the claim that you must pay, even if the damage or loss
isn’t your fault
• A compulsory excess is the amount you will have to pay towards
each claim. It’s set by your insurer.
• A voluntary excess is an amount you have agreed to pay if you
make a claim, on top of the compulsory excess. Increasing the
amount of voluntary excess may reduce the cost of your
insurance. “Voluntary” doesn’t mean you can choose whether to
pay or not.

14
 • Young and inexperienced driver excess. If your van was being
driven by or was in the charge of anyone under the age of 21,
including yourself, at the time of an incident, you will have to pay
the first £295 of any claim. If your van was being driven by or was
in the charge of anyone aged 21 to 24, or anyone over 25 who
hasn’t held a full UK or EU/EEC driving licence for at least one
year, including yourself, you will have to pay the first £195 of any
claim. These amounts apply to accidental damage claims under
section 1 and are on top of any other excesses shown on your
schedule of insurance.
• Your total excess is the full amount you would pay out if you
made a claim under this policy. It’s the total amount of all
excesses which apply to your claim. See your schedule of
insurance for details of the excesses and amounts that apply to
your policy.

Green Card
The international certificate of motor insurance required when
driving in the EU.

Hazardous goods
Goods or substances referred to in the European Agreement
concerning the International Carriage of Dangerous Goods by
Road (ADR). Examples are; explosive substances and articles, gases,
flammable liquids, flammable solids, self-reactive substances and
solid desensitised explosives, substances liable to spontaneous
combustion, substances which, in contact with water, emit
flammable gases, oxidising substances, organic peroxides, toxic
substances, infectious substances, radioactive material and
corrosive substances.

Hazardous locations
Power stations, nuclear installations or establishments, airports and
dockside, refineries, bulk storage or production premises in the oil,
gas or chemical industries, bulk storage or production premises in
the explosive, ammunition or pyrotechnic industries. Ministry of
Defence premises and Military bases – other than in any area
designated for access or parking by the general public.

15
Insurer
The insurance company named on your certificate of motor
insurance and schedule of insurance.

Keys
The keys, lock transmitters or other devices that unlock or start
your van.

Market value
The cost of replacing your van in the United Kingdom at the time the
loss or damage occurred with one of the same make, model, age and
condition. This may not necessarily be the value you declared when
the insurance was taken out. Your insurer may use publications such
as Glass's Guide to assess the market value and will make any
necessary allowances for the mileage and condition of your van and
the circumstances in which you bought it.

Nominated repairer
A repairer or garage from an approved network, who will be asked to
repair your van following a claim.

Partner
Your husband, wife, civil partner or a person who lives with you on a
permanent basis at the same address, sharing financial responsibilities,
as if you were married to them.

Period of cover
The period you are insured for, as shown on your certificate of
motor insurance.

Policy
This policy document, the statement of insurance, the insurer’s
schedule of insurance and the certificate of motor insurance.

Policyholder
The person named as the policyholder on the current certificate of
motor insurance.

16
Premium
The amount of money charged for insurance cover excluding
insurance premium tax (IPT), fees and any optional extras.

Road Traffic Act/s

Any acts (including the Road Traffic Act 1991), laws or regulations, as
amended, which govern the driving or use of any motor vehicle in
Great Britain, Northern Ireland, the Channel Islands and the Isle
of Man.

Statement of insurance
The document recording the information you have provided at the
start and renewal of your policy; it's important that it's correct.

Third party
Usually another person involved in an incident, accident or claim, but
it can refer to any person not party to this contract.

Trailer
A trailer, semi-trailer or container used for carrying goods but which
can’t be driven itself.

Total loss
If your van can’t be repaired or the cost of repair is uneconomical,
your van will be declared a total loss. This is commonly called
a “write-off”.

Van/s
The van insured under your policy and specified on your current
certificate of motor insurance and insurer’s schedule.

We/us/our
Hastings Insurance Services Limited trading as Hastings Direct
on behalf of the insurer identified on your certificate of
motor insurance.

You/your
The person named as the policyholder on the current certificate of
motor insurance.

17
Section 1
Damage to your van (except that caused by fire or theft)
You’re covered for accident, vandalism and malicious damage
If your van is damaged or lost because of an accident, vandalism or
malicious damage there are four ways your policy can help you get
back on the road again. Your insurer will do one of the following:
• Pay for any necessary repairs
• Replace your van
• Repair the damage
• Pay the market value of your van immediately before the loss.

Section 2
Damage or loss caused by fire or theft
You are covered for fire, theft, attempted theft or lightning
damage to your van
If your van is damaged or lost because of theft, attempted theft, fire
or lightning there are four ways your policy can help you get back on
the road again. Your insurer will do one of the following:
• Pay for any necessary repairs
• Replace your van
• Repair the damage
• Pay the market value of your van immediately before the loss.
Accessories are also covered while they’re in, or on, your van or in
your private garage.

What isn’t covered under sections 1 and 2

You are not covered for:
• Loss or damage to tools of trade, personal belongings,
documents or goods
• Loss of or damage caused directly or indirectly by fire if your van
or any trailer is equipped for the cooking and/or heating of food
and/or drink
• The excesses shown on your schedule – you will have to pay
these if you make a claim
18
 • Loss of use of your van (if you are out of pocket because you
can’t use your van, including the cost of hiring another van)
• Wear and tear, deterioration, depreciation, or any loss or damage
that happens gradually
• Failures, breakdowns or breakage of mechanical, electrical,
electronic or computer equipment
• Damage to tyres caused by braking, punctures, cuts or bursts
• Loss of value following repair
• Theft of or damage, if the keys that unlock or start your van were
left in or on it or unattended with the engine running
• Replacement of locks, if the keys that unlock or start your van
were left in or on it or unattended with the engine running
• Loss or damage if someone claiming to be a buyer or agent takes
possession of your van deceitfully
• Your van being repossessed by its rightful owner or having to pay
compensation to the owner
• Any amount greater than the manufacturer’s last list price for
replacing any part lost or damaged
• Repairs or replacements unrelated to your claim that improve the
condition of your van
• Loss or damage as a result of your van being driven or used
without your permission by a member of your family or
household unless the incident is reported to the police and you
send us the crime reference number
• Loss or damage caused by an inappropriate type or grade of fuel
being used
• Loss or damage as a result of malicious damage or vandalism,
where the police refuse to issue a crime reference number. Please
note that having a crime reference number doesn’t guarantee we
will settle a claim
• Any additional damage resulting from your van being moved by
anyone insured under your policy after an accident, fire or theft
• Loss or damage resulting from the legal confiscation of your van
by HM Revenue and Customs, the police, a local authority or any
other government authority
• Damage to or loss of any audio visual equipment in your van.
These exclusions are in addition to those listed in the general
exceptions section.

19
How your claims are settled for sections 1 and 2
How the insurer will deal with your claim for accident, vandalism,
malicious damage, theft, attempted theft, fire or lightning
If your van is damaged, your insurer will arrange the transportation
of your van to the nearest suitable nominated repairer or a place of
storage. Where appropriate they’ll also return it after repair to the
address shown on your schedule. Alternatively, they’ll cover the
reasonable cost of doing this.

Damage to your van by a member of the motor trade

You don’t have to pay any excess/es if loss or damage happens when
your van is with a member of the motor trade for general servicing or
repairs not associated with a claim – e.g. normal maintenance.

Repairs and replacement parts

Once we have your claim details, if the loss or damage is covered
and agreed, your insurer will arrange the repairs to your van. Your
insurer may use parts or accessories that aren’t made or supplied by
your van manufacturer, including recycled parts of similar type and
quality to those being replaced.

Replacement of locks and stolen keys

Provided it can be established to your insurer’s reasonable
satisfaction that the identity or garaging address of your van is
known to any person who may have stolen or found your keys and
the value of your claim does not exceed the market value of your
van your insurer will pay up to a maximum of £300 after deducting
any excess, towards the cost of replacing:
• The door locks and/or boot lock
• The ignition/steering lock
• The lock transmitter and central locking interface.
You are not covered for stolen keys if they were left in or on your van
while it was unattended or unoccupied.

20
Costs you may have to pay:
• If your insurer accepts your claim, and we find your details or
circumstances have changed since you took your policy out, you
may have to pay any additional costs and associated fees (see
General Conditions for more details)
• If your claim is settled on a total loss basis and you pay by
instalments under a loan arrangement with us we may take all
outstanding payments from the claims settlement or ask you
to pay the outstanding amount (see total loss section for
more details)
• If your insurer doesn’t accept your claim, you may have to pay
any costs already incurred. These may include (but are not limited
to) engineers’ fees, van recovery and storage charges
• The VAT element of any claim, if you are registered for VAT.

Total loss – if your van can’t be repaired

If your van can’t be repaired or your insurer deems the cost of repair
to be uneconomical, your van will be declared a total loss
(sometimes called a “write-off”).
If your van’s a total loss, your insurer may put it in storage until your
claim is settled. Your insurer is also entitled to take possession of
your van once they’ve settled your total loss claim.
If you are paying for your policy by instalments under a loan
arrangement with us and your insurer settles a total loss claim under
these sections, your consumer credit agreement with us may entitle
us to do one of the following:
• Take the outstanding amount due for your consumer credit
agreement out of the claims settlement
• Require you to pay the outstanding amount due for your van.

What do you mean by ‘my loan arrangement’?

The full cost of your annual insurance premium is paid by us to
your insurer when your policy starts. So if you wish to spread the
cost by using instalments (such as direct debits), we provide a
loan which you then repay on a monthly basis over the year.

21
If your van is declared a total loss, and you have already paid the
premium in full, no refund will be made, even if the policy is later
cancelled. This may not apply if your insurer is able to recover all
losses from a third party. In this case insurers may sometimes refund
the premium paid and, if they do, we will pass that refund on to you.
If your claim is settled on a total loss basis and you don’t replace
your van within 30 days of being issued the settlement payment we
will cancel your policy. The notes above, about loan agreements
and refunds, will still apply.

What does ‘settled your total loss claim’ mean?

Insurers have made a payment following a valid claim for

total loss.

Ownership
If your claim is settled on a total loss basis and your van belongs to
someone else, or you have bought your van by hire purchase
contract, your insurer will pay any money owed to that person /
company first and then pay any remaining money to you. If your van
is on lease or contract hire, your insurer will pay the lease or contract
hire company either the market value of the van, or the amount
required to settle the contract, whichever is less.

22
Section 3
Legal responsibility to others (Third Parties)
What’s covered
After any incident involving your van your insurer will pay all sums
you are legally responsible for:
• Following death or injury to other people
• Up to £3,000,000 for damage to someone else’s property.
This cover also applies to accidents involving a trailer, caravan or
broken-down vehicle being towed (as long as you hold the correct
entitlement on your driving licence to do so). This cover also applies
if goods fall from your van and to the loading and unloading of
your van.

Other people who are covered

Your policy also covers the following people if they cause any loss or
injury to a third party:
• Anyone named as a driver on your certificate of motor insurance,
as long as they have your permission to drive. They must hold a
valid licence and not be disqualified from driving or breaking the
conditions of their driving licence or any relevant law
• Anyone using (but not driving) your van, with your permission
• Anyone getting into, or out of, your van
• The legal representative of any person who has died, who would
have been, and was, entitled to the cover provided by this section.

Legal costs
Following a claim covered by this policy and if your insurer agrees it's
in their interest to do so, which is entirely their decision, they'll pay
reasonable legal costs and expenses for:
• Solicitors’ fees for representing anyone insured at a coroner’s
inquest, fatal accident inquiry or court
• Reasonable legal services, which they’ll arrange, to defend a
charge of manslaughter or causing death by dangerous or
reckless driving
• Any other legal costs and expenses if agreed in writing beforehand.

23
You will need to get your insurer’s consent in writing before
incurring these sorts of fees and costs.

Emergency medical treatment

Your insurer will pay for emergency medical treatment required
under the Road Traffic Act, following an accident in your van. If this
is the only payment your insurer makes, it won’t affect your no
claims discount.

What’s not covered under Section 3

• Anyone who has any other insurance covering the same liability
• Death of or injury to anyone while they’re working with, or for,
the driver of the van except as required by the Road Traffic Act
• Any damage to personal property owned by the person driving
your van at the time of the incident
• Loss of, or damage to your van or any attached trailer
(or their contents),
• Loss or damage to property of more than £20,000,000 for
any one incident or series of incidents and costs and expenses
over £3,000,000.

See also
General exceptions
General conditions

24
Section 4
Personal accident
Your insurer will pay up to £1,000 if you or your partner are
accidentally injured while travelling in or while getting into, or getting
out of, your van and within 90 days if this injury is the sole cause of:
• Death
• Permanent loss of sight in one or both eyes
• Total physical loss of a limb at or above the ankle or wrist.
Your insurer will pay the injured person or their legal representative.

What’s not covered under section 4

• Death or injury resulting from suicide or attempted suicide
• Death or injury to anyone not wearing a seat belt when required
by law
• Death or injury because the driver was unfit to drive because of
alcohol, drugs or other substances, whether prescribed
or otherwise
• Any disablement, whether temporary, permanent, partial or total,
except those listed above
• Injury caused by a pre-existing disease or physical weakness
• Anything excluded by the general exceptions listed later in
this document.

25
Section 5
Using your van at home and abroad
This policy covers your van for use in Great Britain, Northern Ireland,
the Isle of Man and the Channel Islands. It includes travel by sea, air
or land within and between these places.

Compulsory minimum cover outside the UK

This policy also provides the minimum level of cover required by the
relevant law to enable you or any person named on the certificate of
motor insurance, to drive or use your van in any country in the
European Union (EU) EU) only if the purpose of your trip is social,
domestic or pleasure. This also applies to any other country that
agrees to follow EU directives on motor insurance and is approved
by the Commission of the European Union. Minimum cover means
there is no cover for any loss or damage to your van.

Full policy cover abroad

This policy also includes the cover described on your schedule of
insurance and certificate of motor insurance for each trip up to 90
consecutive days, to use your van in:
• Any country that is a member of the EU
• Bosnia and Herzegovina, Gibraltar, Iceland, Montenegro,
Monaco, Norway, San Marino, Switzerland, Liechtenstein,
Andorra and Serbia.
If you exceed the 90 days your level of cover will automatically be
reduced to cover liabilities for third parties. This would mean no
cover for any loss or damage to your van.
This cover only applies if your permanent home is in the United
Kingdom and your visit to these countries is temporary.
If you require more than the 90 consecutive days cover (per trip
abroad), you will need to contact us. Any extension of cover will need
to be agreed by us and you will need to pay an additional premium.
If you don’t tell us your trip will be more than 90 days only the
minimum cover required by the relevant law will apply after 90 days
have passed.

26
What to take if you drive abroad:
If you plan to drive your van abroad, in addition to your passport
and driving licence please take the following documents with you.
• Green card: A potential change to the rules around driving in
Europe could require all drivers to carry a green card. To check
if you need one or to order your green card, take a look at
our FAQs.
• Take this policy document and your certificate of motor
insurance with you. You can find your certificate of motor
insurance in MyAccount: www.hastingsdirect.com/MyAccount
• Take your van registration document (V5) document with you
(as proof of ownership).

How your claims are settled

To report a claim from outside the UK call us on:
00 44 1424 738 585.
Your insurer will settle claims in the same way described in sections
1 and 2. If your vehicle needs to be returned to you after it's repaired,
it will only be returned while you are in the country where the loss or
damage took place, and won’t be returned to your permanent
address in the UK.

27
Section 6
No claims discount (NCD)
If you don’t make a claim under your policy during the period
of cover, when you renew the policy you will get a discount
included in the price you pay. Your insurer will have a maximum
no claims discount.
You can’t transfer your no claims discount to someone else or
use it on more than one vehicle at the same time.
If you do make a non-recoverable claim, your level of no claims
discount will be reduced at your next renewal, as detailed on
your cover summary.

Non-recoverable claim
Is a claim made against your policy, where your insurer has
made a payment they can’t recover in full, from a third party.
Or it’s a claim that’s outstanding because it’s not clear
who’s responsible.
Sometimes it’s called a ‘fault claim’.

If you have chosen to protect your no claims discount, this will be

shown on your schedule.
No claims discount protection does not protect the overall price of
your insurance policy. The price of your insurance policy may
increase following an accident even if you were not at fault.

At renewal
If a claim is still outstanding at the renewal date, your insurer will
issue a renewal offer with the no claims discount reduced.
Once the claim has been settled in your favour and all outstanding
money repaid, and as long as it’s not a non-recoverable claim, your
insurer will restore your no claims discount and refund any extra
premium you may have paid.

28
Even with your no claims discount restored, your premium may still
increase following a claim.

General exceptions
Your policy doesn’t cover the following:

1. Use of your van

You are not covered for any injury, loss, damage or liability that
takes place while your van is being:
• Used for racing or driving competitively against another driver
on a public highway
• Driven by, or in the charge of, someone not shown on your
certificate of motor insurance
• Driven by someone who doesn’t have a valid driving licence, or
is disqualified from holding or obtaining such a licence or
breaking the conditions of their driving licence and any
relevant law
• Used for any purpose not allowed on your certificate of
motor insurance
• Driven abroad for any reason other than social, domestic
or pleasure
• Used for hire or reward or for carrying passengers for profit
• Used to tow a caravan, trailer or any other vehicle for payment
or reward
• Used to tow more than one caravan, trailer or vehicle at any
one time
• Used to tow a trailer that is unsafe or has an insecure load
• Driven with a load or a number of passengers that is unsafe or
greater than the manufacturer’s specifications.
• Used for renting out, peer to peer hire schemes (including
when the hirer is using your van) or use as a taxi.

continued overleaf

29
 • Used for criminal purposes (including avoiding lawful
apprehension), or deliberate use of your van:
• to cause damage to other vans or property; and/or
• to cause injury to any person and/or to put any person(s) in
fear of injury
• for any liability, loss, damage, cost or expense caused by,
resulting from or in connection with your or a named driver's
criminal or illegal act, in circumstances where the convicted
offence is one where the court has the power to imprison you.
• Used for carrying hazardous goods.
These exclusions don’t apply if your van is:
• With a member of the motor trade for maintenance or repair
• Stolen or taken away without your permission
• Being parked by an employee of a restaurant, hotel or vehicle
parking service.

2. Contractual liability
This policy doesn’t cover any contractual liability unless the
liability would have arisen anyway.

3. Theft claims
You are not covered for any claim for the theft of your van unless:
• You have reported the theft to the nearest police authority
within seven calendar days of discovery
• You have obtained a police crime reference number and details
of the police station the crime was reported to. Having a crime
reference number doesn’t guarantee your insurer will settle
a claim
• Your van was fully locked and secured and any keys that unlock
it were removed
• The windows and sunroof are closed and secured when it’s left
unattended or unoccupied
• Personal belongings are kept out of sight in the glove box
or locked boot.

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4. Alcohol and drugs
• You are not covered if an accident happens while you or anyone
entitled to drive under your current certificate of motor insurance:
• Is found to be over the prescribed limit for alcohol or drugs in the
country where the incident happens
• Is driving while unfit through alcohol, drugs or other substances,
whether prescribed or not
• Doesn’t provide a sample of breath, blood or urine when
required to do so, without lawful reason.

5. Track days and off road events

You are not covered for any loss, injury, damage or liability
resulting from the use of your van at any event during which
your van is driven:
• On a motor racing track including de-restricted toll roads
such as the Nürburgring
• On a prepared course
• At any off-road event, such as a 4x4 event
• At an airfield.

6. Radioactivity
You are not covered for any loss or damage to property or any
other direct or indirect loss, expense or liability caused or
contributed to by:
• Ionising radiation or radioactive contamination from any nuclear
fuel or waste
• The radioactive, toxic, explosive or other dangerous properties
of nuclear equipment or its nuclear parts.

7. War
You are not covered for any loss, injury, damage or liability caused
by war, invasion, revolution, acts by foreign enemies, hostilities
(whether war has been declared or not), military or usurped power.

31
8. Riot
You are not covered for any loss, injury, damage or liability
(except under section 3 ‘Legal responsibility to others’) caused by
riot or civil commotion if it happens outside England, Scotland,
Wales, the Isle of Man or the Channel Islands.
9. Terrorism
You are not covered for any loss or damage caused by the use,
or threatened use, of any action, force or violence by any person
or group of people whether acting alone, or on behalf of any
organisation or government which is committed for political,
religious, ideological or similar purposes. This includes the
intention to influence government or to intimidate and/or put
in fear the public, or any section of the public, and includes any
incident deemed to be an act of terrorism by a UK court of law
or the government.
10. Use on airfields
You are not covered for any loss, injury, damage or liability while
your van is in, or on, any part of an airport or airfield used:
• For take-off or landing of aircraft or the movement of aircraft
on the ground
• As aircraft parking areas, including service roads and parking
areas for ground equipment.
11. Pollution
You are not covered for liability for death, injury, illness, damage
or loss caused directly or indirectly by pollution or contamination
unless the pollution or contamination is directly caused by a
sudden, identifiable, unintended and unexpected event, which
happens during the period of cover. Cover won’t be provided
following any deliberate release of substances or as a result of
leaks from your van caused by inadequate maintenance.
12. Deliberate acts
You are not covered for any death, injury, illness, damage or loss
arising from a deliberate act by you or anyone insured to drive
your van.

32
13. Confiscation
You are not covered for any loss or damage resulting from the
legal confiscation of your van by HM Revenue and Customs,
the police, a local authority or any other government authority.
14. Pressure waves
You are not covered for any loss or damage caused by pressure
waves from aircraft or aerial devices travelling at sonic or
supersonic speeds.
15. Hazardous locations
You are not covered for any injury, loss, damage or liability caused
by using any van insured under this policy in a hazardous
location. See the ‘Meaning of words’ list at the front of this
document for examples of hazardous locations.

33
General conditions
You must comply with the conditions below. If you don’t, depending
on the circumstances, your insurer may be entitled to cancel the
policy, refuse to deal with your claim or reduce the amount of any
claim payment.

1. Making claims
If you need to make a claim under this policy you, or any insured
driver, should phone our claims helpline within seven days of
the incident.
You, or any insured driver, must:
• Not admit liability for, or negotiate the settlement of, any claim
unless you have your insurer’s written permission
• Not answer any writ, summons, letter, claim or other document
from a third party relevant to your claim on this policy. Instead,
send it to your insurer immediately
• Tell your insurer about any impending prosecution, inquest or
fatal accident inquiry
• Give your insurer all the information and help they ask for,
including any documentary evidence to back up your claim. All
information you provide must be true and correct to the best of
your knowledge.

Your insurer has the right to:

• Carry out the repair; and
• Take over and conduct the defence or settlement of any claim
under the policy for its own benefit. This includes taking
proceedings in your name, or in the name of any other person
claiming under the policy, at its own expense. Save in respect of
the excess, your insurer has the right to retain sums recovered in
full insofar as they reflect the diminution in value of the vehicle
These actions may be taken in your name or the name of any
insured person.

34
If you don’t tell us, or your insurer, of any changes or make sure any
information you supply is honest, full and correct, depending on the
circumstances your insurer may be entitled to cancel your policy
from its start date, apply additional premium or add new terms to
your policy. If you make a claim they may be entitled to reject the
claim or only provide partial payment for it.

2. Other insurance
We will not be responsible for any claim if the loss, damage or liability
is covered wholly or in part under another insurance policy.
This condition doesn’t apply to section 4 – personal accident.

3. Caring for your van

You, or any person in charge of your van, must protect the van from
damage or loss.
• Alarms, immobilisers and tracking devices must be on and
working when your van is left unattended
• Your van must be fully locked and secured and any keys that
unlock your van must be removed when it’s left unattended
or unoccupied
• You should maintain your van in an efficient and roadworthy
condition and have a valid Department of Transport Test
Certificate (MOT) if one is needed by law
• If the condition of the van causes or contributes to an incident,
cover won’t be provided under the policy. Your insurer’s
responsibility will be restricted to meeting obligations as required
by Road Traffic Law. In those circumstances, they will recover
from you, the driver, or any party responsible for the condition of
the van, all sums paid (including all legal costs), whether in
settlement or under a judgement, of any claim arising from
the accident
• You must give your insurer access to examine your van and if
asked send them evidence of a valid MOT and/or evidence your
van was regularly maintained and kept in a good condition.

35
4. Non-payment of premiums
If you are paying in instalments under a loan agreement, you must
make sure instalments are paid on time. If an instalment isn’t
received by the date it’s due, we, on behalf of your insurer, will give
you at least seven days’ notice of cancellation in writing to your last
known address by first class post or email. The policy will end after
the seven days’ notice runs out.

5. Keeping your policy up to date

Your insurer may be entitled to refuse the cover described in this
policy unless you answered all questions truthfully to the best of
your knowledge, when you applied for, amended or renewed this
insurance. This includes questions about any other person covered
by this insurance.
Your schedule and statement of insurance show the answers you
have provided and you can find these in MyAccount. If any of the
details are incorrect, you must let us know as soon as possible after
receiving your documents or being notified they’re in MyAccount.
At renewal, you must tell us if any of the information has changed,
including any claims (whether your fault or not), convictions,
endorsements, disqualifications and fixed penalties for you or any
named drivers. You will need to tell us the DVLA or DVANI offence
code if one applies.
You are responsible for keeping the details on this policy up to date.
This includes information about you and all named drivers. Please
tell us if there are changes to the status of a driving licence of anyone
named on your policy. This includes if they have passed their driving
test or had their licence revoked.
Please also tell us if you move house, change your job, change your
van, change what you use your van for or if you want to add
other drivers.

36
We also need to know if you intend to alter or modify your van from
the manufacturers standard specification. This includes, but is not
limited to:
• Changes to the bodywork
• Changes to suspension or brakes
• Cosmetic changes such as alloy wheels
• Anything affecting performance such as changes to the engine
management system or exhaust system
• Changes to the audio/entertainment system.
Some changes may result in an amendment fee being charged; see
‘our fees’ in your cover summary for more details.
Some changes to your circumstances can affect how your insurer
will assess the policy risk and may result in an extra premium being
charged or in a reduction in premium.

6. Fraud
You must not act in a fraudulent manner. If you, or anyone
acting for you:
• Knowingly provide information to us that is not true
• Mislead us in any way, including about who is the main user
of the van, in order to get insurance from us, obtain more
favourable terms or reduce your premium
• Make a claim under the policy knowing it to be false or
fraudulently exaggerated in any respect
• Submit a document in support of a policy or claim knowing
the document to be forged or false in any respect
• Make a claim for any loss or damage caused by your wilful
act or with your knowledge.
Then, depending on the circumstances:
• Your insurer may be entitled to refuse responsibility for the claim
to which the alleged fraud or falsehood relates. They may also be
entitled to cancel or void the policy without refunding
your premium

continued overleaf

37
 • All other policies you have entered into through us, to which you
are connected (including van, bike and home insurance), may be
cancelled and your insurer will only give you a pro-rata refund
• Your insurer may inform the police of the circumstances of
the claim.

7. Victim of crime
You must report the circumstances of any claim you make as a
result of you being a victim of crime to police within seven days
of discovering the incident and fully co-operate with all resulting
police enquiries and prosecution of offenders.

8. Documents we may ask for

It’s a condition of your policy that you supply us with any information
or documents that your insurer may ask to see to support the details
you gave when you applied for your policy. For example; a V5C
vehicle registration certificate, a recent utility bill or a current
MOT certificate.
Your insurer may give a discount on your policy dependent on the
number of years of no claims discount (NCD) you state you have.
You must provide proof of this when asked to do so. This should be
in writing from your last insurer immediately prior to this policy.
If you don’t provide this proof, we may change your premium,
costs or terms, or cancel your policy.
Your no claims discount must have been earned in the United
Kingdom within the previous two years on a private van policy.
It can’t be applied to more than one vehicle at a time.

38
9. Van modifications
This policy doesn’t cover any non-standard parts (modifications).
If you make a claim for loss or damage to your van, your insurer will
only be responsible for parts needed to meet the manufacturer’s
standard specification, including optional extras fitted by the
manufacturer at the time of first registration. If you don’t tell us
about a modification, we may cancel your policy from its start date,
apply additional premium or add new terms to your policy. If you
make a claim your insurer may reject the claim or only provide
partial payment for it.

10. Voluntary use

Social, domestic and pleasure use includes use of your van for
voluntary purposes. No payment or income should be received other
than reasonable expenses to cover running costs such as fuel.

11. Where you live

You will only be provided with the cover set out in this policy if you,
and any additional drivers on your policy, are permanently resident
in Great Britain or Northern Ireland.
In all the circumstances listed in general exceptions and general
conditions, no cover will be provided to you under the policy.
Instead, your insurer’s liability will be restricted to meeting the
obligations as required by Road Traffic Act or alternative laws that
apply in the country in which the loss occurs. In such circumstances,
insurers may seek to recover from you, or the driver, any sums paid
by the insurer to discharge that person’s liability, whether in
settlement or under a court judgement.

39
Cancellations
This section contains important notes about your rights, plus our and
your insurer’s rights of cancellation. To cancel this policy you should
contact our customer services team. The telephone number is at the
front of this document. If your insurance policy is cancelled by
you, your insurer or us then all cover provided by the inclusive
benefits will also be cancelled.

Claims
If your policy is cancelled your insurer won’t refund the premium for
your van where a non-recoverable claim has been made during the
period of cover. In this case, if you are paying by instalments under a
loan arrangement, you will have to pay the balance of the loan
agreement and our cancellation fee (if it’s 14 days or more since your
policy started). You will also have to pay any interest and fees due
under your consumer credit agreement.

Non-recoverable claim
Is a claim made against your policy, where your insurer has
made a payment they can’t recover in full, from a third party.
Or it’s a claim that’s outstanding because it’s not clear
who’s responsible.
Sometimes it’s called a ‘fault claim’.

Your rights to cancel this policy

Cancellation can only be authorised by you. When either you or we
cancel your policy, this contract is terminated, and you will no longer
be covered by it.
You can cancel this insurance cover at any time. The refund of
premium, as detailed below, will be calculated with effect from the
date you tell us you wish the policy to be cancelled.

40
You have got the right to cancel this policy within the first 14 days
without giving a reason. This is known as “the 14 day cooling off
period” and starts on (i) the day this policy is entered into or (ii) the
day on which you receive these terms and conditions, whichever
is later.
Following cancellation, we will calculate your refund as follows:
• If you tell us that you want to cancel the policy before the cover
starts, you will be entitled to a full refund of the insurer premium
minus our cancellation and other non-refundable fees
• If you or we cancel the policy within the 14 day cooling off period,
we will refund the premium on a pro-rata basis for the period of
cover that hasn’t been used minus our cancellation and other
non-refundable fees
• If you or we cancel the policy at any other time, we will refund
the part of the premium on a pro-rata basis for the period of
cover that hasn’t been used minus our cancellation fee and our
other non-refundable fees.
You can find a list of our fees in this document your cover summary
and on our website www.hastingsdirect.com.
If a non-recoverable claim has been made during the period of
cover, there will be no refund for cancellation.

Our rights to cancel your policy

We may give you seven days’ notice of cancellation
We and your insurer can cancel your policy at any time by sending
you seven days’ written notice to the last postal or email address on
our system, stating why the policy has been cancelled. We can only
do this for one of the following reasons:
• We have been unable to collect a payment for your
premium – see condition 4 above
• You refuse to allow us or your insurer reasonable access to your
van in order to provide the services you have requested under
this policy e.g. when you make a claim

continued overleaf

41
 • You don’t provide reasonable co-operation to us or your insurer
in order to allow us to process your policy, or a claim, or to defend
our interests
• You don’t send us or your insurer information or documentation
that your insurer reasonably requires to process your policy, or a
claim, or to defend their interests
• Your insurer is prevented from providing cover under this policy
by law or other reason
• You don’t take care of your van as required by condition 3 above
and in your insurer’s reasonable opinion this materially increases
the risk they have insured
• You use threatening or abusive language or behaviour, or
intimidate or bully our employees or your insurer’s staff
or suppliers.
In certain circumstances we or your insurer have the right to treat
your policy as if it never existed, without giving you notice or
refunding your premium. This will only apply if you make, try to make
or where your insurer reasonably suspects - misrepresentation which
is deliberate and/or reckless. If the policy is treated as if it never
existed, any claims made before or during this time will be declined.

Cancellation with immediate effect

If you make, or try to make, a fraudulent claim under this policy, or
where your insurer reasonably suspects fraud, we or your insurer
has the right to cancel your policy with immediate effect and
without refunding your premium. Any valid claims made before the
cancellation of the policy, will continue to be dealt with by
your insurer.

Paying by instalments or direct debit

If you, or the insurer cancels this policy, the instalments you have
paid may not be sufficient to pay for the cover received. In this case,
you will have to pay the amount owed for the cover received after
cancellation, plus any interest and fees due under your consumer
credit agreement.

42
In addition, if you received a discount from us or your insurer when
you bought your policy, and the policy is then cancelled, we will
reclaim the unused portion of the discount out of any refund you are
due on a pro-rata basis.
If you, or we, cancel the policy, at any time, any optional extras you
bought with the policy (such as personal accident cover) will also be
cancelled. Please see your additional product policy wording for
details of refunds on those products.
If you don’t pay for the insurance yourself, you must show these
details to the person who paid on your behalf.

43
44
 Hastings Insurance
Services Ltd policy terms
and conditions

45
45
About your contract with us
This contract is with us for arranging and administering your
insurance policy. We will charge you arrangement and
administration fees for this. Our terms and conditions are
set out in this part of the document.
If you make any changes to your policy you will be charged an
additional fee for amendment to your policy as shown in ‘our fees’
in your cover summary.

What is the service we provide?

Our services include arranging your insurance cover. We will also
help you make any changes you need, such as amendments to
the cover, use and van insured. We will arrange the renewal or
cancellation of your policy. If your original insurer doesn’t accept
changes you have made to your policy, where possible we will
arrange cover with an alternative insurer from our panel. Plus we
can arrange optional additional extras such as legal protection and
breakdown cover if required. We are your first point of contact for
any incident or claim, after which we will pass the details to
your insurer.
We give you enough information to make an informed decision
about choosing your insurance policy.
We don’t make recommendations or give advice, so please consider
all information carefully to make sure the product/s meet your
requirements before you buy your insurance.

What you pay for our services

We make charges for administering your insurance, as listed in the
fees table as shown in your cover summary. Your insurer may
charge an additional premium for changes in your circumstances
or changes you make to your policy. If you decide to cancel your
policy, they’ll charge a premium for the time you have been
covered. Further details about this are set out in your policy.

46
These premiums will be in addition to our fees, which are for our
services only.

Our fees
The administration fees shown in your cover summary are for our
services only. Each fee must be paid at the time the transaction is
made and is non-refundable.
If you pay by instalments additional fees will also apply, see your
consumer credit agreement for details.

Payments and refunds

The total price of your insurance is shown in your documents and
includes insurance premium tax. For legal purposes, we must tell
you that in future other taxes or costs may apply that are not paid
through or imposed by us. However, at present, we are not aware of
any other taxes or costs payable.
We have the right not to collect any payment or refund under £1
when making amendments or alterations to your policy. If we do, the
person who paid the Costs of Insurance will be informed of any
collections or refunds when the changes are made. We’ll keep any
interest and returns earned on any funds we hold.
In line with industry standards, we use a third party to collect and
store debit/credit card details. If you have agreed beforehand, we
will use the card details stored to collect payment for mid-term
changes, defaulted instalments (including the associated fee),
balances following cancellation, and renewal of your policy. We
will let you know before doing this.
If we receive an overpayment, we will refund it using the debit/credit
card details we hold. If you receive an overpayment, we will attempt
to recover the money using the debit/credit card stored.
If you initially pay by debit/credit card we will make any refund to the
same card, in accordance with the terms and conditions of the card
issuer. We are unable to give cash refunds so all other refunds will be
made by cheque.

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If you pay for any adjustments to your premium by direct debit,
we have the right to ask for part or full payment of any additional
amount. Any return of premium will be used to reduce your
loan amount.

What do you mean by my loan?

The full cost of your annual insurance premium is paid to your
insurer when your policy starts. So if you wish to spread the cost
by using direct debits, we provide a loan which you then repay
on a monthly basis over the year.

If someone else pays for your insurance, you must show this
information to them.

Our arrangements with websites

We use various referral providers, such as price comparison or
cashback websites, to reach new customers. If they introduce you to
us, we may pay them a fee for this service.

Financial Services Compensation Scheme (FSCS)

While we are not covered by the FSCS because we are a broker,
all the insurers whose products we offer are covered by the
FSCS. This means that if the insurer cannot meet its liabilities,
for example because it goes out of business, you may be entitled to
compensation from the Financial Services Compensation Scheme.
For van insurance, cover is for 100% of the claim without any upper
limit. You can get more information from the Financial Services
Compensation Scheme at www.fscs.org.uk or by calling
0207 741 4100.

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Who regulates us?
Hastings Insurance Services Limited is authorised and regulated by
the Financial Conduct Authority (FCA). Our FCA registered number
is 311492. You can check our registration on the FCA’s register by
visiting their website www.fca.org.uk/register/ or by contacting the
FCA on 0800 111 6768.
Our permitted business is acting as an agent, arranging and assisting
in the administration of non-investment insurance contacts

Your privacy
Your privacy is important to us and we go to great lengths to protect
it. Our privacy notice will tell you everything you need to know about
the personal data we, our insurers and ancillary product providers
hold about you, in order to be able to provide you with a quote or
insurance policy. It explains how we, our insurers and ancillary
product providers may collect, use and share your details and tells
you your rights under data protection laws.
You will find our privacy notice at
www.hastingsdirect.com/privacy-notice but if you would prefer a
paper copy, please speak to our customer relations team. Their
details are on the inside back page of this policy document.
If you have any questions about our privacy notice, including any
requests to exercise your legal rights under data protection laws,
please contact our data protection team. When contacting us,
please include your full name, policy number, address and date of
birth and send to:

Data Protection Team

Hastings Insurance Services Limited, Conquest House,
Collington Avenue, Bexhill-on-Sea TN39 3LW.
Email: dataprotection@hastingsdirect.com

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50
Things you need
to know

51
51
51
Keeping your policy up to date
Your policy and the cost of your insurance are based on the
information you, as the policyholder, have given us. It’s very
important that this is kept up to date.
Changes to your policy will be subject to your insurer agreeing to
them. Some amendments may not be acceptable, or may result in
different terms, extra costs and/or fees. In some cases the additional
cost could be significant. Please use the app or contact us to make
changes to your policy.
Some examples of what you should tell us about follow. These lists
can’t cover everything so if anything changes, it’s a good idea to
check the app or MyAccount, or contact us to see if it’s something
we need to record on your policy.
Log in to MyAccount with your email
address: www.hastingsdirect.com/MyAccount

Continuous Payment Authority

A method of automatic payment used when paying by debit or
credit card.
Continuous payment authority prevents you from having to provide
fresh payment details each time payments are due on your policy,
such as your renewals, or when an additional premium is due
following a change to your policy and any outstanding balances
due after cancellations. Continuous payment authority allows
your insurance cover to continue without interruption and we are
automatically able to take any payments that are due. You will always
be told in advance before any payments are taken and you can
cancel the continuous payment authority at any time by
contacting us.

You must tell us immediately if:

• You, or any insured driver/s are involved in an accident, no matter
how minor and regardless of blame and whether or not you want
to make a claim
• You change your address

52
 • You, or any insured driver/s, change the type of job they do
• Any named driver (including yourself) passes their driving test
and moves from a provisional to a full driving licence, or any
insured driver’s licence is revoked, either temporarily or
permanently
• The status of your or any named driver’s licence changes in any
other way.
Please also tell us about these before they happen:
• You intend to change the van on your policy
• You want to change what you use your van for
• You want to add other drivers
• You intend to alter or modify your van from the manufacturer's
standard specification.
This includes but is not limited to:
- Changes to the bodywork
- Changes to suspension or brakes
- Cosmetic changes such as alloy wheels
- Anything affecting performance such as changes
to the engine management system or exhaust system
- Changes to the audio/entertainment system.
This isn’t a full list of all possible changes. You must tell us about any
alteration you intend to make to your van. Failure to notify us of a
modification may result in your policy being cancelled from the start
date, additional premium being applied or your claim being rejected
or not paid in full.
This policy doesn’t cover any non-standard parts (modifications).
If you make a claim for loss of or damage to your van, your insurer
will only be responsible for parts needed to meet the manufacturer’s
standard specification.
When you renew your policy it’s your responsibility to tell us about
any changes or incidents. You will need to tell us about anything
that’s happened in the last 12 months.

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When you renew your policy
At renewal time, think back over the previous 12 months and let us
know if anything has changed for you or any named driver.
Changes we need to know about include, but are not limited to:
• All circumstances listed in this section
• If you or any named driver have been involved in any accidents,
claims or losses not previously notified to us, whether or not a
claim was made and regardless of blame. This includes all types of
claims, damages or accidents such as fire, theft or glass damage
(windscreen or window)
• Any prosecutions or motoring convictions that you, or any named
drivers, are aware of.
• Any fixed penalty notices or licence endorsements incurred
during the year
• Any medical or physical condition or disability that you or any
insured drivers need to tell the DVLA/DVANI about, including
any you haven’t told them about yet
• Any non-motoring convictions that you and any named drivers
have that are not considered spent. A spent conviction is one
that, under the terms of the Rehabilitation of Offenders Act 1974,
can be effectively ignored after a specified amount of time. If
however someone has received a prison sentence of more than
four years, the conviction will never be spent.
If you don’t tell us about changes and take reasonable care to ensure
that the information you supply is honest, full and correct we or your
insurer may cancel your policy from the start date, apply additional
premium, reject your claim or only pay part of it. You may also have
to pay for the cost of any third party claim/s.
If you provide false or inaccurate information, and we identify that
you have committed fraud, we may pass your details to relevant
agencies to prevent fraud and money laundering.
Please email: CounterFraudMailbox@hastingsdirect.com if you
would like further details on how the fraud prevention agencies
may use this information.

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Renewing your policy
At least 21 days before your policy ends we will send you a renewal
notice reminder that the insurance cover is due to expire. In most
cases, this notice will include an offer to renew your insurance for
another year. To help you make an informed decision, any offer made
will include important facts about your policy, any changes to the
policy terms and a price.
The renewal terms offered will be based on the most recent
information you have given us. These will be shown in your renewal
invitation which you will find in MyAccount. Please check the
accuracy of this information and if any details are incorrect contact
us immediately.
In a small number of cases, your insurer may not renew your policy.
If you want to accept a renewal offer, you must take reasonable care
to ensure that your information contained in the policy is correct
and up to date for your van. See the previous section about
contacting our customer services team if anything has changed.
Each renewal of the policy represents a new contract of insurance,
starting on the date shown on your renewal schedule.

Automatic renewal
We automatically renew most policies. This means that, unless you
tell us otherwise, your new insurance cover will start on your renewal
date. If we intend to automatically renew your policy we will tell you
this in your notice of renewal.
In a small number of cases, we won’t automatically renew your
policy. If this is the case, we will let you know in your notice of
renewal. Some of the reasons we may not automatically renew your
policy include:
• You have previously told us you don't want us to automatically
renew your policy
• Our panel of insurers won’t insure you for another year
• You have got an outstanding debt on your current policy.
If you don't want to renew your policy, or wish to opt out of the
automatic renewal process, please let us know before your renewal
date by contacting our customer services team.
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 After renewal
If you pay for your policy by annual or monthly direct debit or
continuous card authority, we will continue to collect your premium
as agreed previously, using the same account details you gave us the
previous year. You will enter into a new contract of insurance with us
starting on the cover start date shown on your renewal documents.
If you pay annually but don’t leave your credit/debit card details with
us, so that we can automatically renew your policy, you will enter
into a new contract of insurance on the day you renew and your
premium will be due on this date. You must contact us as soon as
possible to pay the premium.
You have the right to cancel this policy at any time. Cancellation fees
will apply.

Who can speak to us about your policy

Make
Arrears Renew
changes to Cancellation
payment accept
your policy

Policyholder

Spouse
/Partner*
nominated
person

Direct
Debit Payers

*At the request of many of our customers and to make managing your
insurance more convenient for you we are happy to deal with your
partner, named on the policy, who calls us on your behalf regarding
payment, changes or renewal to your policy. If you would like to
change this arrangement, or nominate someone else (such as a named
person on the policy, friend or other family member), or would prefer
us to deal only with you please email or call us to let us know.

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How to make a complaint
We want to provide you with a high level of customer service,
if you are not happy about something please tell us.
Email: customerrelations@hastingsdirect.com
Call: 0333 321 9677
Address: Customer relations team, Hastings Direct,
Conquest House, Collington Avenue, Bexhill-On-Sea TN39 3LW
If you need to make a complaint, we will make every effort to
resolve it as quickly as possible. If your complaint requires further
investigation, we will send you a written acknowledgement,
typically within five working days.
We will provide you with a final response, usually within four weeks,
or explain our position and provide timescales for responding. If
dealing with your complaint fully takes longer than four weeks we
will keep you fully informed of the position until we are able to
provide you with a final response.
Financial Ombudsman Service
If we can’t give you a final response within eight weeks of the initial
date of your complaint, or if you are not satisfied with our response,
you can refer the dispute to the Financial Ombudsman within six
months of receiving our final response letter.
Their contact details are:
Financial Ombudsman Service, Exchange Tower,
Harbour Exchange Square, London E14 9SR
Call: 0800 023 4567 or 0300 123 9123 (from mobiles or
non BT lines)
Email: complaint.info@financial-ombudsman.org.uk
Opening hours: Monday – Friday 8am – 8pm, Saturday 9am – 1pm

This insurance is not available in the Isle of Man or the Channel Islands. Hastings Insurance Services
Ltd, trading as Hastings Direct, is authorised and regulated by the Financial Conduct Authority
(register number 311492.) Registered in England and Wales, 3116518. Registered Office: Conquest
House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.

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How to claim
To report an incident or make a claim, 24 hours a day, 365 days a year
Log into MyAccount: www.hastingsdirect.com/MyAccount
Call (in the UK): 0333 321 9800
Call (outside of the UK): 00 44 1424 738 585
If you need to send us more information about your claim
(such as photos of the damage) you can email or write to us:
Email: motorclaims@hastingsdirect.com
Address: Claims department, Hastings Direct, Conquest House,
Collington Avenue, Bexhill-on-Sea TN39 3LW

Manage your policy online

In the app and MyAccount you can check or change your details, view
your documents or find answers to questions in our FAQs
Log in or register for MyAccount: www.hastingsdirect.com/MyAccount

Download the Hastings Direct app

Chat to our customer services team: www.hastingsdirect.com/contact-us

Did you know we also provide

Car, multi car, bike, and home insurance: 0333 321 9759

Car Multi car Bike Home Van

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