Haven Reviews 

OMG Kajal was so amazing, she is the only one who made me feel welcome and helped me with my claim and sorted it out for me. over the weeks it has not been easy for me, i have been passed around like anything with empty promises in getting my claim sorted. the person who i had before was Alisha who was so bad she didn't care at all, it was like she was in to rush to go on a date or something, very bad. Kajal was really good. she listened to everything and then told me what was going to happen next. she answered all of my questions. thanks Kajal for your hard work. all i could hear from Alisha was a dog barking and not very professional

Fast response and they always doing good behaviour

Terrible claims experience with Haven – I will not be renewing

I had a terrible experience with Haven taxi insurance, which I purchased through Acorn.

I was involved in a non-fault accident, and from the beginning the handling of my claim was extremely frustrating. I chose to have my vehicle repaired at my own independent garage, and in my experience Haven made the process unnecessarily difficult.

They used Northern Assessors to inspect my vehicle. I was extremely unhappy with the way the repairs were dealt with. My garage advised me that the assessor was pushing for certain damaged parts to be repaired rather than replaced, which gave me the impression that the priority was reducing the insurer’s costs rather than allowing my garage to carry out the repairs in the way they considered appropriate.

As a taxi/private-hire driver, having your vehicle off the road can directly affect your livelihood, so delays in dealing with repairs and payments are particularly serious.

What made matters worse was that it took approximately FIVE MONTHS for Haven to pay my garage. In my view, that is completely unacceptable.

Based on my experience, I would strongly advise taxi drivers to think very carefully before taking out a policy with Haven through Acorn, particularly if you want the freedom to use your own trusted repairer.

Thankfully, my policy with Haven has now ended, and I certainly will not be renewing with them.

They do not know anything about coustmer service.

Run away from this scammer company as they will not help you with anything if a customer damage your car even though you have all the evidence, they are more willing to rip you off instead of defend you and sue that person 4000£ paid for insurance just to don't help me at all...shit company

Dear Olivia, Kelli and Complaints Teams,
I require an immediate explanation and correction of the instruction issued to Zeus Accident Repair concerning my courtesy vehicle.
Zeus has confirmed in writing:
“Your claim states courtesy car not required.”
Zeus has also confirmed that it acts according to the instructions placed on the claim by the insurance company.
This is therefore not simply a delay or a lack of communication. Acorn or Haven has recorded or issued an instruction to the approved repairer that a courtesy vehicle is not required, despite:
my policy including courtesy-vehicle cover;
my repeated requests for a courtesy van;
my formal complaint being specifically about the failure to provide one;
the insured vehicle being a Ford Transit Custom van;
the van being non-driveable;
Zeus being the repairer selected through the insurer’s process; and
my confirmation that I am willing to use Haven’s approved repairer network.
I have never stated that a courtesy vehicle is not required. I have repeatedly stated the exact opposite.
It is particularly concerning that, while my complaints about the absence of a courtesy vehicle were being copied to Acorn and Haven, the claim record continued to tell the approved repairer that one was “not required.”
Section I, clause 1 of my Haven Commercial Vehicle Plus policy provides that, where the insured vehicle is repairable following an accident, Haven will provide a courtesy vehicle for the duration of repairs when Haven is providing the repair service.
Section I, clause 4 provides for a PV2-category vehicle where required, such as a Vauxhall Vivaro SWB. My insured vehicle is a Ford Transit Custom van.
Section I, clause 5 states:
“Once We have accepted Your claim, the Courtesy Vehicle will be delivered to You within the Territorial Limits.”
Please now provide the following without further delay:
Confirm who entered or authorised the instruction “courtesy car not required” on my claim.
Confirm the date on which that instruction was entered and the reason for it.
Provide a copy of the instruction or relevant claim note, which Zeus has asked permission to release to me.
Identify the policy term or other basis relied upon when deciding that a courtesy vehicle was not required.
Correct the claim record immediately to confirm that a courtesy vehicle is required.
Send the corrected instruction to Zeus Accident Repair and copy me into that communication.
Confirm whether Haven has accepted my claim. If it has, explain why the courtesy-vehicle provision has not been activated.
Arrange an appropriate PV2-category courtesy van and confirm its delivery date and location.
Explain why neither Acorn nor Haven corrected this instruction after receiving my repeated emails and formal complaint concerning the missing courtesy vehicle.
The email chain also confirms that recovery charges were not authorised by the insurer until 19 August 2026, despite the accident having been reported on 7 August. Zeus advised me on 20 August that the recovery company should contact me that day. No contact was received, and I informed Amy accordingly.
Therefore, I also require:
the name and contact details of the recovery company;
confirmation that the recovery instruction has actually been issued;
a definite collection date and time; and
an explanation for the delay in authorising recovery.
I have now been without my van for nearly two weeks. The evidence shows that the delay in providing a courtesy vehicle has been caused or prolonged by an instruction recorded on the claim by the insurer—not by any failure or refusal on my part.
Please do not respond by referring me back to Zeus. Zeus has made clear that it is acting on the insurance company’s instructions. Acorn and Haven must now correct those instructions and resolve the matter.
Please treat this as an urgent escalation of my existing formal complaint. I require confirmation today that the “courtesy car not required” instruction has been removed and replaced with the correct instruction.
Please also confirm my formal complaint reference, the name of the complaint handler and the date on which the complaint was registered.
Regards
Mark Dunn
Policy number:
Vehicle registration: FL67PUY

I would give no stars if I could. From first hand experience when in a non fault accident even its a bumber please get a written quote from a garage and engineer from that garage before the insurance assigns you a garage to get fixed in or they will triple the amount for it to be repaired and then write it off. If you dont have a engineer quote from your own garage before these engineer robbers gets a hold of it, you might aswel say goodbye to your car. I have never experienced such a disaster of a insurance company. I seen other cars in 10 times worse condition then my broken rear bumper and still get fixed but they quoted me over 4000 to repair a bumper. Nothing internal but jsut a bumber. In the end had to get the financial ombudsman involved and got a better outcome offer than what these fraudsters offered. Just be careful of these lot!

Communication skills at a record low, a car reversed into my Wife's parked car, leaving a badly damaged wing. Now over two months later, the car has not been repaired, and a promised courtesy car has failed to arrive.

Calls usually involve many lengthy delays, when being passed to the 'correct"Department. This afternoon, an incredibly rude 'Call Centre Operative ' talked over me, he was offensive, arrogant and really was far removed from customer skills as could possibly be imagined. 0/10 for his personal communication skills.

That’s joke not insurance

Please avoid them. I had insurance with them in past, I had a crack on windscreen and there was no help , I paid for the new screen, they dont care .

My car was involved in a non-fault hit-and-run while it was parked. Clear CCTV footage showing the collision and the registration number of the vehicle involved was provided.
It has now been four months and liability still has not been established. Despite providing clear evidence, I have not received a clear explanation of what is causing the delay or what remains outstanding.
I understand that insurance investigations can take time, but the way this third-party claim has been handled has been extremely frustrating. I was also told that, because I am not their customer, they would not register my complaint.
Very disappointing experience. I would expect much better communication and handling of a claim where clear CCTV evidence has been provided and confirmed by police.

Lewis whom I spoke with, understood fully the concerns raised, took me through the process whilst on call, he answered all additional questions to make certain there was no ambiguity regarding replacement vehicle. Showed empathy, and overall outcome/resolution agreed was excellent.
Thank you Lewis

Initially, I faced a lot of frustration dealing with claim complications and internal coordination issues, as both policies were handled through the same provider (haven versus haven). For a month, I found myself calling almost every other day with little progress.

However, everything changed completely once Zoe Trousdale took charge of my case. Thanks to her exceptional efficiency and professionalism, the process moved forward swiftly and smoothly.

While the initial experience with the company was challenging, I am awarding five stars entirely due to Zoe's outstanding service and dedication. She truly made all the difference!

In my opinion Louisa is one of the best advisor/operator and I am great-full to having her as advisor because she is professional , quick , and all ready make me feel better and 100% that she care her workplace and try to solve problems as professional as she can thank you Louisa

Third party hit my vehicle recently and liability was accepted. It turned out that the third party was also insured by Haven so it became a Haven vs Haven case. I took my vehicle to an independent garage for repairs only for Haven to reject the repair claiming the engineer told Haven there was previous damage to that area of the car. I paid £16000 to a Mercedes garage to buy my car only for Haven's engineer to tell them it was previously damaged bearing in mind my car is HPI clear and there was no damage to it when it came out of the showroom!!!
The damage to my vehicle was it needed a back bumper, boot hinges as the boot got raised, a sensor due to dashboard warning light, bracket for the bumper to quarter panel. Haven refused to pay claiming the parts were over inflated when the invoice for the parts were directly from Mercedes.
Instead Haven offered me a cash in Leu settlement of £1031 and refused to back down from their ridiculous engineer who is clueless when dealing with cars.
The name of the claim handlers who dealt with my claim poorly from Haven were Jack and Luke Atkinson from the interventions team. I also received my courtesy car 2 weeks.
Having read everybody else's reviews, it is without doubt this company provides an abysmal service to their customers. It is beyond belief they have offered me £1031 for repairs that are costing nearly £2700. I am left out of pocket to rectify the damage. Several people have told me Haven hate paying out for their claims.
■■AVOID AVOID AVOID THIS COMPANY AT ALL COSTS■■
Absolutely terrible company, one of the worst I've ever dealt with.
Hope this review helps the next person when deciding if they should take a policy with them.
Thanks for reading.

These five stars are for Kallum Fortune and Kallum Fortune alone. The overall claims process was incredibly frustrating, and I was repeatedly passed from pillar to post. Without Kallum stepping in to resolve everything, my review would have been very different.

I don't often leave reviews, but Kallum absolutely deserves the recognition.

The claims process itself was far from straightforward. Unfortunately, the customer service I received throughout my claim was very poor. I was on the phone almost every day, constantly being passed from pillar to post, with nobody seeming willing to take ownership or resolve the issues I was facing.

Everything changed when I finally got through to Kallum.

From the moment he answered the phone, he was calm, patient and genuinely listened. He stayed on the phone with me, reassured me throughout, and had the patience of a saint. Within an hour, he had resolved every issue I'd been battling with for days. He corrected my settlement figure to the amount it should have been, sorted out all the outstanding problems, and successfully settled my claim.

Kallum truly went above and beyond. After speaking to so many advisors who either couldn't or wouldn't help, it was such a relief to deal with someone who genuinely cared and took ownership of the situation.

It's a real shame that not every advisor provides the same level of service as Kallum, because he is a credit to the company. Thank you from the bottom of my heart for everything you did. You not only sorted out my claim, but you also restored my faith in the insurance company.

Kallum, thank you—you made an incredibly stressful experience so much easier, and I hope you receive the recognition you deserve.

Employing staff who can calm down customers who are getting agitated and angry due to frustration of an administrative error. The email l sent i4 months ago went to the broker and was allegedly not sent to Acorn. In this case my reviewer was a lady named Vilangela Vaz in my case.

Fraudsters. They try to find loop holes not to payout claims

I had a issue and called for help a guy name Daniel who assisted me such a fantastic man resolved my issue in seconds throughout the call he was so respectful and delivered his service very professionally hats off to daniel and the company hiring such people who actually look for the way to resolve your problems

My car brokedown Friday afternoon. Because it was late and no Garage was available. I opted for the car to be delivered to my home address. I contacted them again the following daw and asked if my car can be recovered from my house to the garage that I know that can fix my car over the weekend as I know the owner. They agreed to this, took the address, and arrange for it to be done 6pm same day. Had the owner wait in his garage until 5pm when i had a call that said recovery service that was assigned cancelled and if it can be rearranged following dayand even gave me a choice of either between 1-3 or 2-4pm. Agreed to a 2-4pm. Following day, nearing 1pm. I did not get a text on the whereabouts of the recovery service. Called them and found out nothing was sorted. I had to contact them to find out myself and if I didnt, i would have not known. Absolutely horrible service. The owner was there waiting again ON A SUNDAY and I also rearranged my schedule to fit there’s only to be cancelled yet again! I asked for a supervisor and they said they will call back as all supervisors were engaged and not available. I called exactly an hour. I was informed My file was locked because a supervisor was looking into it and will be calling me. Another hour went by and still no phone call. I called again and coincidentally spoke to a supervisor and only to find out that none of this was sorted and that because it was over 10miles I had to pay £184 for the recovery service to bring the vehile to the garage and for it to come back to wherever it was based. None of this was explained to me. They made me believe that wverything was sorted. That I had nothing to worry about. Wasted the whole weekend expecting that it was sorted. Lack of communication from them and seems as if lack of internal communication as none seem to know what was going on. I could have sorted this if they did not make this false assumption that they could. I will not be continuing on with this Haven breakdown service. Absolutely useless. And I wish no one experiences the same experience i went through