Please don't use these insurers. Yes they're cheap but they're cheap for a reason. They use the name Haven/Acorn
After another vehicle hitting me on a roundabout I contacted Haven to claim. The first call to Haven tool about 1 and a half hours to get through.
Haven asked for photos of the small amount of damage to the door panel and we'd heard nothing back after a week chased them (another 2 hour long queue) when they immediately wrote the car off. Despite having no formal assessment to go by.
Had to chase Haven every step of the process with the average queue to get through to someone being two hours.
After two weeks they decided we were not eligible for a courtesy/hire car because the terms and conditions stated we were not covered for this if an accident took place on a roundabout or dual carriageway. Another week passes and we are suddenly eligible for 7 days car hire through their selected hire company and they advised they be in touch. AGAIN nothing happened and it turns out they're company had no cars.
Eventually the car is collected, the man who collected the car warned me how rubbish Haven were and told me to expect a long wait. A week after collection I called to see if there was any progress and Haven stated that they didn't know they collected the car as someone forgot to mark it as collected so this would delay the claim. Another week passes and Haven send me their offer and ask for my bank details.
Having not received anything in my bank after a week I chase again (again bare in mind each queue to get through to someone is usually around 2 hours) the agent advises they've sent a check as somebody didn't read the email. The cheque arrives 5 days later and I deposit this in the bank only to be contacted the next day to advise the cheque had bounced. A few days later they did eventually pay but the whole process from start to finish has been absolute hell. There has been no support or assistance from Haven and progress only seems to have happened when we've called to chase.
The process took several months for what should have been a straight forward claim. If Haven hadn't made so many incompetent mistakes the claim would've likely taken a week
Reviewed on: 8th May 2022
