Haven Avis 900

I recently took out a policy through Haven Insurance and the whole process was very straightforward. Everything was explained clearly and I was able to arrange my cover without any hassle. The customer service felt professional and responsive, which made the experience stress-free.

I just had an unpleasant conversation with the staff on the phone, as a result of which they hung up the phone in my face, I just wanted to confirm the details of the insurance on my van. I will stop the insurance because of this, I do not recommend it.

Racist company DO NOT USE ACORN/HAVEN

As someone from an Asian background, this raised concerns for me about potential bias in how customers are treated. I believe all customers should receive fair and respectful service, and unfortunately that was not my experience here.

Read this,

if you are from an Asian background & you decide to have your VEHICLE repaired at one of your choice of garages, this company won’t like that, they will go beyond and will do everything not to pay you out for your repairs even if it’s a NONE fault claim.

Acorn/Haven uses Northern Assessors for estimates/repairs who are bunch of bullies and also racist they will give your garage hard-time Some of their requirements appear to be unlawful eg: they will advise your garage instead of replacing a damaged part with a new part try and repairing it, they will ask the garage for random pictures of parts/damages before during and after repairs, they will demand your garage if they can lower their hourly rates and cut corners just to save insurance costs etc etc list goes on……

I BEEN A CUSTOMER FOR 10 YEARS WITH 0 CLAIM HISTORY MY INSURANCE RENEWAL IS DUE IN 4 MONTHS GLAD I WILL BE LEAVING THIS NASTY COMPANY.

1 Star – Very Disappointing Experience

My experience with Haven Claims has been extremely frustrating.

I was involved in an accident where I was not at fault, and the case was already settled with the agreement that I would be compensated. After months of delays, emails, and calls, instead of resolving the claim properly they suddenly cancelled my policy without any clear explanation.

Since then, I have tried contacting them multiple times by email and phone, but I’ve received no proper response. It feels like they are simply avoiding the situation after dragging the process out for months.

⚠️ Alert to others: be very careful when dealing with this company. My experience has been extremely disappointing and stressful.

Yusef was great help

DO NOT USE THIS COMPANY WARNING DO NOT USE THESE COWBOYS, BELOW IS MY WARNING TO OTHERS THIS EXPERIENCED ACTUALLY HAPPENED TO ME AND I HAD TO TAKE THEM TO THE OMBUDSMAN WHO RULED IN MY FAVOUR.

DO NOT USE THIS COMPANY, third party hit my car JULY 4TH 2023 and still my vehicle hasnt been repaired, its now nearly one year since my vehicle was damaged and I have nothing in return. AVOID this company they discriminate and do not give you any updates until you chase them.

I ADVISE YOU ALL LEAVE NEGATIVE REPORTS FOR THOSE IN MY SITUATION ON EVERY PLATFORM SO PEOPLE DO NOT USE THIS COMPANY, IF ANYBODY WISHES TO SUBMIT TO DAILY MAIL FOR HORROR STORIES LIKE I HAVE THEN DO SO.

NOW TAKING HAVEN TO COURT FOR COMPENSATION AS THE GARAGE WHO WAS MEANT TO THE DO REPAIR HAVE DAMAGED MY VEHICLE BY OVERSPRAY, BREAKING MY GLOVEBOX, IM CONSTANTLY EMAILING HAVEN AND THEY SAY THEY CANNOT DO ANYTHING AS THE PART FOR MY CAR IS ON BACK ORDER - Does this make any sense on backorder for nearly 1 year and what options have they given me? NOTHING ive now got a faulty car im registered disabled with no mode of travel and a company who ignore you until you chase and you may get a response.

Think about this before using this worthless company.
July 4th 2023 somebody hits my car
August 2023 - Goes into Garage for repair
October 2023 - Garage returns car and says the part is on back order we will fix it when it comes. they rturned with overspray, broke glovebox, and removed a panel from the boot exposing wires.
Oct - Present - Nothing has been done, i had to make a formal complaint only to be told they cannot do anything as they are waiting on the part.
May 2024- i get a call saying Haven will pay 234 for the part on backorder i explain to them not only does this not cover the part cost but how will you fix the damage caused?
May 2024 - No response.

AWFUL COMPANY. STEER CLEAR DO NOT USE HAVEN AND OR ACORN INSURANCE.

NOW IN 2025
***2025 FEBRUARY HAD NO RESOLUTION FROM THESE COWBOYS SO I HAD TO SUBMIT A CASE TO THE FINANCIAL OMBUDSMAN DUE TO CONSTANTLY BEING IGNORED BY THIS COMPANY AND GUESS WHAT HAVEN GOT ABSOLUTELY DESTROYED AND WAS TOLD TO PAY ME MONEY FOR THE INCONVENIENCE, THE DELAYS, THE ERRORS THEY MADE WAS LAID OUT TO THEM IN FULL THEY HAD TO CORRECT THE DAMAGE THEY CAUSED OR PAY FOR ME TO CORRECT THEIR ERRORS RULED IN MY FAVOUR THAT I WAS SUBJECTED TO POOR DELAYS, POOR SERVICE POOR TREATMENT THAT CAUSED STRESS THIS WAS THE JUDGEMENT REPORT AGAINST THEM I CAN HONESTLY SAY I HATE THIS COMPANY AND I WISH THAT THEY CEASE TO OPERATE AS ITS A SHAMBLE.**

ACCIDENT HAPPENED 2023 - THE OMBUDSMAN RESOLVED THE ISSUE IN 2025 THAT'S HOW USELESS THEY ARE. THEY DISCRIMINATE AGAINST NAMES IN MY HONEST OPINION AND TREAT CUSTOMERS LIKE SECOND CLASS. AWFUL DO NOT JOIN THIS COMPANY AVOID THEM, THIS IS A WARNING TO OTHERS THEY WILL TAKE YOUR MONEY BUT THE ORDEAL OF MAKING A CLAIM WILL CAUSE YOU STRESS AND ALARM. THEY ARE BY FAR THE WORST OF THE WORST.

DO NOT USE THIS COMPANY SAVE THE STRESS.

I must say that Marc Trousdale from Acorn Insurance part of FRU claims Handeler team has been really helpful to me and my husband. From the very first moment we we interacted I never been interrupted or feeling that he was in any way unprofessional. I must say that it is very rare to find such a good agent. I have established with him today to call me today at 18:00 and he did called me as we have established indeed. Very accurate member of staff and extremely helpful and very very professional. What a big asset is he in this company!! He even stayed with me and my husband on the phone over his finishing time to get the problem solved and to make sure he has all the details he needs for the claim.
I am very pleased to have him as the claim handeler. Thank you Mark for doing such a great job! Emil and Ioana

Formal Complaint – Delay in Courtesy Car & Poor Claims Handling (Policy HVTX-495118/0 – Vehicle HV20GHB)

Dear Sir/Madam,

I am writing to raise a formal complaint regarding the handling of my accident claim and the unacceptable delay in providing a courtesy vehicle following my reported accident on 15 February 2026.

Policy Number: HVTX-495118/0Vehicle Registration: HV20GHB

The accident was reported immediately to both the police and my insurers. The Metropolitan Police references are as follows:

• CAD Reference: 7676/26• Online Report Reference: 207-3490-26-0101-NECW

I also provided full evidence, including video footage of the incident.

Accident Summary:I was driving correctly in my lane from Aldwych towards Kingsway when another driver, who was in the right-hand lane heading towards the Strand, suddenly moved across and attempted to cut in front of my vehicle. During this unsafe manoeuvre, his vehicle struck the front left side of my car, causing damage to the bodywork and bumper.

After the collision, I safely pulled over. However, the other driver left the scene immediately. The matter has been reported to the police and supporting evidence has been supplied.

Complaint Regarding Claims Handling:It has now been 10 days since the accident was reported, yet no courtesy vehicle has been arranged despite this not being my fault.

I have been informed that the courtesy car provider, Sovereign Automotive, requires sensitive personal information including my National Insurance number, bank details, and financial statements before releasing a vehicle. I consider these requests excessive, unreasonable, and unrelated to providing a courtesy car under my insurance policy.

As a result, I remain without transport while my claim is ongoing.

Additionally:

I attempted to contact the claims line more than 18 times with excessive waiting times and no assistance.

Communication from both Acorn Insurance and Haven Insurance has been extremely poor.

My written correspondence to Haven Claims has not been properly addressed.

I have experienced significant inconvenience and distress despite being a non-fault driver.

This level of service falls far below reasonable expectations and the standards required under FCA insurance conduct rules.

Requested Resolution:I request the following actions urgently:

Immediate arrangement of a courtesy vehicle without unreasonable data requests.

A full explanation for the delay in claim handling.

Confirmation that my claim is being processed correctly.

Compensation consideration for inconvenience and loss of use of my vehicle.

Please treat this email as a formal complaint under your internal complaints procedure. If this matter is not resolved within 8 weeks, I will escalate the complaint to the Financial Ombudsman Service without further notice.

I look forward to your urgent response.

Yours faithfully,
Hasan

Very easy going, easy to understand
Will recommend to anyone, good people to be with

This is the worst insurance company I've ever dealt with, they admitted liability and have been incredibly difficult to deal with, agruing over every little penny using the stupid injury portal, has taken months to get an offer and now arguing over £20 - doing everything to avoid paying out
Just adding to peoples stress levels in the hope they just give up

Paul at Haven was extremely polite and helpful. He really went the extra mile. I think you should promote him!

I would just like to say a MASSIVE thank you to Kelly Wootton at haven. I was having a lot of problems with my claim which wasn't my fault. Being a self employed taxi driver. I was without no taxi and I wasn’t earning. After about 8 days I was unhappy until I spoke to Kelly and she totally understood and she said from now on I’m going to be taking over your claim and the only person you will speak to is me. A day later everything was sorted. I don’t ever leave review but she so supportive and helped soo much, I felt I had to. Kelly Wootton you’re a star.
Thanks John the taxi driver

After being kept waiting for payment to be authorised, Connor Lawson sorted it out in one day, with no issues. Thank you Connor

My car got written off by a bus on 3rd feb. the lovely lady Georgia at havens total loss department was an angel from start to finish. I have today received my pay out a little over a week after my first call , prompt service

this people are the worst insurance company. they gave me quote ı took insurance someone hit my car ı reported the incident at no fault 2 days later they demand 40 pounds extra when ı already paid my monthly cover stay away at no cost
ali bedir

I would like to recognize Louisa Jakel for her outstanding professionalism and understanding while handling our claim. She demonstrated exceptional patience, clear communication, and genuine empathy throughout the entire process, making a potentially stressful situation much easier to navigate. Her attention to detail and willingness to listen ensured that everything was handled efficiently and with care. We truly need more people like Louisa Jakel in the insurance claims industry—professionals who combine expertise with compassion and a strong commitment to customer service.

Took every and any opportunity to repudiate my claim. Very poor communication - I had to chase every step of the way. Would NEVER use them again and I recommend readers of this to look elsewhere for a reputable, well-known company.

*5/5 stars*

"Top-notch service from Acron Insurance! Lee Walton was super helpful and efficient in processing my excess refund. Quick responses to my queries and kept me updated throughout. Highly recommend Acron and Lee walton for their professionalism and customer care. Sorted my refund in no
time!👌👌👌

My experince with Haven Claims has been exceptional from start to finish. The person handling my claim was extremely pleasant and went to great lenths to make sure I was satisfied. I would not hesitate to recommend them.