Haven Claims - Sevenoaks

AMS H.

I am very disappointed with how Haven/Acorn handled my recent claim. I was involved in an incident where I legally overtook a vehicle, and a male suddenly ran into the road without looking. This did not occur at a zebra crossing, and there was a traffic light crossing just a few yards away.

I have clear dash cam footage showing exactly what happened, and I was not speeding or doing anything illegal. In fact, every unbiased person who has seen the footage agrees that the male was entirely at fault.

Months later, without any warning or explanation, I found out at renewal that Haven/Acorn had agreed to a 60/40 split decision against me — in agreement with the third party’s solicitor — without my consent or even informing me. This resulted in a £3,000 increase in my renewal quote.

It feels like this decision encourages false or opportunistic claims, where someone can simply run into the road and financially benefit, while innocent drivers like myself face the consequences — even when there’s clear evidence to the contrary.

I am currently in the process of appealing, but the way this has been handled has caused serious stress and financial hardship. The lack of communication, transparency, and disregard for evidence is unacceptable.

This experience has severely damaged my trust in Haven/Acorn as an insurer. Think twice before insuring with them — especially if you ever need to make a claim.

SHER Z.

There as no option for zero Star Review for Acorn Insurance and Haven Insurance**

I have been a customer of Acorn Insurance for 2 years, insuring . However, my experience has been utterly disappointing.

I have been trapped in a frustrating back-and-forth with their claims department. The market value for my car is between £15000 and they initially quoted me £10000,an offer I rightfully declined.

For more then 10 week s, i have been conducting future valuations, and I have not been able to contact my case handler, when you try to ring them 45 mint wait plus they passing to acorn and haven to each other after they just hung phone for them 100 time in one 8 week so still can't find who's your case handler no emails or phone calls from either of them during this entire process. especially for a non-fault incident.

I highly do not recommend this company to anyone looking for reliable insurance coverage.

PJ C.

AVOID AVOID AVOID AVOID
Trust me you do NOT want to go with this terrible failure of an insurance "provider", unless you intend to lose money.
I had my Range Rover stolen off my driveway, locked, steering lock in place, with no fault of my own. Yet despite this, they could not have handled my claim worse if they tried. Months and months passed, all while I was losing money to the finance company (which they obviously did not care about) and failing to provide a reason as to why settling my claim is taking so long. Eventually, they responded, essentially stating that they were only to cover part of the claim and the rest was "my responsibility" (again, despite the fact that this was literally stolen off my driveway, fully locked and with a steering lock in place for extra security, so I breeched nothing in my contract with them) and giving me 24 hours to respond...despite the fact that they took over 6 months to respond to my claim!!!

I have no idea how a company like this is even allowed to operate, they need to be investigated by the ombudsman and possibly closed down. They are not fit for purpose!

Dan H.

I would strongly caution anyone considering taking out insurance with Haven based on my experience.

Our truck was stolen — already a hugely stressful and upsetting situation. Rather than supporting us through it, Haven have made the process unnecessarily difficult at every stage.
• No Claims Bonus: Haven are insisting that a theft counts as a “fault claim,” despite the fact that theft is a criminal act entirely outside my control. Their own policy booklet only says NCB is reduced for fault or split liability claims. There is no clause stating theft should count as fault. This interpretation feels like they are twisting their own wording to penalise customers unfairly.
• Accessories (Section B4): The policy clearly covers permanently fitted accessories up to £1,000. We had a Truckman cab (worth £2,500 new and £1,800 used) permanently fitted to our vehicle when purchased. We provided evidence — the original purchase invoice and time-stamped photos. Despite this, Haven have refused to honour the claim, repeatedly demanding receipts they know we cannot provide, rather than accepting the reasonable proof we’ve submitted.
• Personal Belongings (Section B6): After chasing, they finally accepted this small part of the claim (£250), but only after more delays and unnecessary back-and-forth.
• Customer Service: I’ve spent countless hours being passed from one department to another, with inconsistent answers and no clear accountability. Instead of making things easier at an already stressful time, Haven have made the situation far harder.

Insurance is supposed to give peace of mind. What I’ve had instead is stress, obstruction, and treatment that does not feel fair or transparent.

I will now be escalating my complaint to the Financial Ombudsman Service and would urge anyone considering this company to think very carefully before trusting them to handle a claim fairly.

Silvanis B.

**0 Star Review for Acorn Insurance and Haven Insurance**

I have been a loyal customer of Acorn Insurance for five years, insuring multiple cars with them. However, my experience has been utterly disappointing. Each year, they consistently increase my premium, despite my commitment to pay in full.

Last December, my car was parked when it was hit by a taxi driver, who is also insured with Acorn. Since then, I have been trapped in a frustrating back-and-forth with their claims department. The market value for my car is between £75,000 and £80,000, yet they initially quoted me £43,000, later raising it to £56,000—an offer I rightfully declined.

For the past seven weeks, they have been conducting future valuations, and I have not been able to contact my case handler, Victoria Divito, who is now my second case handler. I've received no emails or phone calls from either of them during this entire process. It's infuriating how quickly they raise premiums but seem to drag their feet when it comes to paying out claims, especially for a non-fault incident.

Their complaints team suggested that if I’m unhappy with the claim process, I should consider making a claim on my own policy or involve my legal team. This has caused me immense distress and anxiety, especially after they took away my hire car without notice.

In short, I am incredibly disappointed with Acorn Insurance. Their lack of communication, poor handling of claims, and disregard for customer loyalty are unacceptable. I highly do not recommend this company to anyone looking for reliable insurance coverage.

Tom W.

Absolute nightmare to deal with. A customer of theirs drove into me and writ my car off, I suffered a nose injury and injury to my back, neck and left shoulder. It took them nearly 5 months to make me an offer and when the offer came it was substantially low (£695). I then put in a reasonable counter offer to which they replied 14 days later with the same low offer of £695. My injuries are still ongoing and I have had to put my boxing career on hold since the accident. They drag the replies out on the oic portal to the very last day of the deadline, something which is referred to as 'stonewalling'. I have left multiple messages on the oic portal, all of which have been ignored. If you are planning on making a claim with this company just get a solicitor and take it to court, dont even bother using the oic portal.

Amin B.

What a terrible company and honestly surprised to see them still trading such a dominant way.

On 8th August they approved for the hired vehicle by the file handler called Matt and from 11th August to until today every single day they postponing the delivery in next day but this next day never turn up. The person handling the hired car called William Leitch. Every day making things up with new excuses and Heaven insurance company are unable to help in any way than leaving me in limbo with Sovereign Automative.

I am dreadfully disappointed, frustrated and in continuous loss in every way and yet they don’t accelerate things in any way.

Heaven claims won’t take any step to resolve this matter neither have any interest to maintain regular communication to update whatsoever.

Sunny B.

I rarely leave reviews, but I feel it's important to share my experience with Haven Insurance following a household claim.

After significant damage to our kitchen, the claims process became unnecessarily drawn out and frustrating. Despite the Financial Ombudsman issuing a final decision in my favour, Haven repeatedly delayed settlement, requested excessive and repetitive evidence, and ignored the practical realities of the situation — including the fact that I was forced to replace the kitchen due to their earlier refusal to pay what was fairly owed.

Even after providing a professional quotation (as advised by the Ombudsman), they refused to accept it as a basis for settlement, causing further delays and emotional strain for me and my family. Their loss adjusters did eventually issue a revised settlement offer, but the breakdown remains unclear, especially regarding labour costs and prior payments made.

This process has highlighted a serious lack of transparency, accountability, and customer care. I would urge anyone considering Haven Insurance to think carefully and be prepared for a potentially long and stressful claims process.