Haven Reviews 902

My car was stolen back in July 2025, and nearly three months later, Haven Insurance has still not paid out or given me a clear update on my claim. Every time I call, I’m left on hold for over an hour before being cut off — and if I try from another number, they answer briefly, get rude, then block that number too. It’s disgraceful.

I’ve been told repeatedly by Sean and Victoria that my case is “with the underwriters,” but that’s been the same excuse for weeks with zero progress. I’ve been promised call-backs that never happen and have had to chase constantly, only to be ignored or passed around.

I’ve now been without a car since July but still have to keep paying finance on a vehicle that was stolen — all while Haven Insurance drags things out and avoids communication.

The way this company treats customers is completely unacceptable. I wouldn’t recommend Haven to anyone — their customer service is unprofessional, their communication is nonexistent, and they have made an already stressful situation much worse.

Ref: 2025/PCA/075738).

I AM ONLY GIVING ONE STAR AS THEY COULD HAVE REQUESTED FOR MORE INFORMATION BEFORE CANCELLING MY POLICY JUST LIKE OTHER UNDERWITERS! Hello! So i have purchased a cover with Acorn insurance on the 22nd of September and it was going live on the 26th of September 2025 everything was going fine they have asked to see my NCD within seven days so I was waiting for my previous underwriter to send my NCD letter on the 28th so I could send it to Acorn insurance. On Sunday the 27th I received an email from Acorn saying my policy is getting cancelled for potentially fraud on the 28th of September Monday they are not even sure if it is fraud ot not so the next day i rang Acorn and they told me that they don't have much information about why they have cancelled my policy for potentially fraud and that they will contact Haven and get back to me within the 48 hours but they did not get back to me i had to ring them back and chase about 2 weeks later and to find out that the underwriters thought that it was not myself that have purchased the policy and that someone else done it behalf of me but no I have the quote reference i got from Acorn when when i was looking for a policy for a myself and Acorn has got all the voice records when i was purchasing it over the phone I have confirmed all my details
And plus i was due for renewal and it was the same underwriters they should of know better that it was me because that was the day my other cover was ending and this one was starting so anyways I have sent them an email on the 30th of September to ask the reason why they have cancelled my policy because I had no idea and i could also not get anything from Acorn and when i have found out why they have cancelled my policy i have wrote them another email on the 14th of October which i have not got a reply for both emails i have asked them if they could reinstate my policy or if they could treat it as it has never been existed for this reason i am finding it difficult to get myself a cover i get quoted for 5-6k a year because i have got a cancelled policy for fraud

The quote reference from acorn is: QU1318251483.1 and i have purchased the quote over the phone on the 22nd of September 2025 you can request the call recordings from acorn if you believe before cancelling my policy for potentially fraud that haven is not sure about if it is a real fraud or not

A big fat zero stars from me!

Haven/Acorn Group are The absolute WORST company I have ever ever had the misfortune of dealing with.
How they are still trading is beyond me.
Accident date (non fault)- February 2025, Court process started May 2025, Claim closed on 22nd August - They didn't tell me though! No, I had to contact the solicitor (early Sept), acting on behalf of Haven/Acorn (nice guy) for him to inform me that the case was closed and payment had been made to Haven/Acorn in full by the third party insurance company.

Great.

8 weeks on still waiting for Haven/Acorn to refund the balance of my policy of £1200 which they are refusing to even speak to me about.

Today has hit the nail on the head for me, 50 Mins on the phone, 7 different people, 5 different departments - to be told they cant help me or give me an update of when my refund will be paid, even though the claim has been closed! (I was even told by one of the little darlings that she couldn't access my policy - even though her 6 colleagues had managed it ok!)

Contradictory, inconsistent and horrendous communication.

PLEASE AVOID IF YOU CAN!!!

Very helpful and professional

I would like to give five stars to Giulia Lombardi for her excellent service.

She has very good communication skills, explains everything clearly and professionally, and shows great patience when assisting customers.

Her support was very helpful and greatly appreciated.

Just wanted to say thank you to Miles Tremain for his great customer service skills and understanding approach to us!

Terrible costumers service. They don't care what problem you have they just rude they didn't fix my car wheel when I called back she seemed like she wanted to fight with me, she said call back on Monday because garage it's closed instead of logging the job

Very fast settlement , no argument or fuss ,just asked a few questions and once they had the information the payment was made . Friendly and knowledgeable agent .

Good experience.
I was unfortunately involved in a fault claim and contacted Acorn same day of the accident.They handled this quiet well.My anxiety and shock about the accident was significantly reduced after speaking to them.They were also very prompt in arranging a courtesy car for me .I found my interaction with them very professional.

Big thieves fake company guys please stay away from this stupid and sense idiots

Everything went smoothly on the initial phone call and the call handler was helpful

I don’t normally write reviews or bother with insurance claims however . I have to say this not probably but the worst insurance company I have ever seen. I have had an appalling experience with Haven’s claims department. From start to finish, my claim has been handled My claim was mishandled from start to finish — endless delays, poor communication, and contradictory excuses. My car was held for over 5 months, MOT expired in their possession, and it was returned damaged and undriveable. Despite providing all evidence, they unfairly denied my claim and then cancelled my policy without justification. This has caused huge financial loss and stress. They do not treat customers fairly and should be held accountable. The way they talk with aggressively like they own you. Will be reporting this to the FCA and ombudsman. This company seriously needs looking into as they like to make you pay for the policy and then make false accusations against you. Puts you into a lot of stress and depression. This is the reason why a lot of people suffer from Mental health because of people like this! AVOID like the plague!! From these scammers

It was very quickly and understandable. I would referring that company for the future. The person who served me, about my claim was absolutely professional.

Hi there , I would like to say that my phone call at first did not go very well, because one employee sent me to another, but despite all this, I was very pleased and the reason was Mrs. Barbara.. I thank her very much for the service.

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.

I had an accident and I had to call the Acorn insurance I was on the phone with Catrina Henderson , English is my second language and she was incredibly helpful , patient and very professional throughout the entire conversation
Thanks

My issue claiming a VAT refund has been going on far too long unfortunately and I feel this could have been handled better by previous staff members.

I felt somethings were repetitive by staff when they emailed and I feel i was not listened to.

The reason I gave a 3 star rating was because off the previous experience by staff.

I would like too give Conor Lawson a 5 star rating because he did the opposite to the other staff. He listened, he understood my problem and got it resolved with one call.

These people acting as my insurance company for my boat @£1650 a year .When I made a claim through a third party as there client had hit my boat Haven Knox Johnson took it on for me. 6 months down the line my boat was still off the water as they where arguing over weather the second ge arbour needed to be replaced and my insurance HKJ said no as there EXPERT said it was not needed.When the boat went back on the water there was several problems with the gearbox which was not replaced .several time I ask for there expert to come and drive the boat to be told the problem was not due to the accident with out testing or viewing. I have since sod the boat and the dealer noticed the problem and reduced the buying price by £12000 .
HAVEN KNOX JOHSON you have had £1600 premium off me for years the claim when to GJW Insurance and yet you tell me my boats problem is not linked you won’t help in any way I ask WHY,!!!,

Normally I don’t write reviews but Jack Marcroft has done such an exceptional job with my claim he handled it like a professional straight to the point and dealt with my claim it was refreshing this man deserves a promotion great job Jack.

Very helpful especially they adviser that dealt with my query