Not sure where to start on this one, I took out insurance on my new vehicle mid December, I then purchased a personalised plate to go on my vehicle on 20th January, had the plates made, transferred with DVLA and then had to call Hastings to change my registration, only to be told they won’t insure me on my policy with a different registration. As someone who has been an insurance underwriter for 6 years this was very strange. I was told they can set up a new policy for me with the new registration, but this policy would actually be more expensive than the previous one I had. No risk values had changed meaning the policy shouldn’t have cost me anymore, it was simply a change of registration, not change of vehicle. I had to go along with this as I had no other means of insurance at this point, whilst this was being set up I was told their system had crashed so they couldn’t do this but I was fine to drive my vehicle to pick my daughter up, although technically uninsured. I was given a call back when the system was back up and running and asked for payment details to set up the MONTHLY direct debit, my step-dad pays this so I was advised to call back when with him, I travelled to my step-dads house to process this and called back, only to be told the policy had been set up on an annual one off payment basis and I could only sort this by paying the full £500 then and there. I said this is not possible and it needs to be monthly, so was told I’d be called back the next day to rearrange this. I got a call back 5 minutes later from Herbert who advised he could set me up another new policy, which was closer in premium to what I had originally been paying, and offered me £50 refund for all the inconvenience and messing around from Hastings that day. If it wasn’t for Herbert’s customer service I would have more than likely cancelled my policy once I had the means to take out new insurance elsewhere, I’m mainly writing this review in the hope that Herbert gets some recognition for saving you the business you almost lost, along with a financial ombudsman claim, and in hoping nobody else has to go through this ridiculous ordeal for a change of registration and extra premium for having a personalised plate which goes against TCF standards