Hello Wendy,
Thank you for your review. Looking at the policy, I can see that the delivery method for the documents is set to email. If you would like a copy posted, please contact the team on 0333 321 9801. They will change the delivery method and ensure that a copy is posted to you. They are open until 7pm today. ~Theo, Social Media Team
Hi Kirtsy,
Thanks for your review, we’re sorry you’re unhappy with the terms of this policy.
The App policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We do ask that you read the terms before you buy the policy as we strive to make it clear what kind of policy this is and what is required before it is purchased. We're sorry if this information wasn't seen. If you need to discuss alternatives, please give us a call on 0333 321 9801. ~Theo, Social Media Team
“Simple and quick to acquire insurance. However, the app is problematic and as of writing this does not allow me to log in. Reinstalling the app has not worked. If I log in on their website my policy is not displayed despite having an email confirmation of purchase with policy number, price, coverage, etc. Hopefully this will be resolved soon after my phone call to them because it is expected of me to manage everything through the app.”
Hi Jonathan,
Thank you for your review. I'm very sorry to see that you've had a poor experience and that the app isn't functioning as it should. I hope you have been able to get the help you need. If this is still an issue, please delete the app, clear the cache on your device (this is an important step) and then re-download the app. This has been found to fix the issue.
If this fails, please contact the Customer Service team on 0333 321 9801 so they can take a further look at this for you. ~Theo, Social Media Team
“This company and policy came out tops on comparison sites. Very reasonable and everything I needed. A lot less in price than renewal cost of existing policy. Definitely pays to shop around. I had to contact an advisor and the service was excellent.”
“Dealing with Hastings Direct has been one of the most stressful and frustrating experiences I have had with an insurance company.
For context, my car was crashed into while it was parked outside my home. I was not even in the city at the time. The police and firefighters attended the scene, and the car was taken to a police compound. I only found out later when I spoke to the police.
After speaking to the police, I found out that my parked car had been hit by another vehicle, making this a non-fault claim. I immediately contacted Hastings Direct to explain this. I was then passed from person to person for around five hours. Each person put me on hold, transferred me elsewhere, and repeatedly told me that I needed to obtain the third-party details myself.
When I went back to the police, they told me that because this was part of a police investigation, they could not give me those details directly. They said the insurance company should know that it is their responsibility to request the third-party details from the police. I do not understand how an insurance company can operate without knowing such a basic part of the claims process.
Over the next few days, I was passed around repeatedly with no clear explanation of what was happening or what the next steps were. They kept asking me to get third party details and the damaged car's pictures and I kept on telling them the police won't give me confidential third party details nor would they allow me to take pictures at a police compound. The only person who seemed to know what he was doing was Jamie. He requested photos from the garage, explained the process clearly, and gave me a proper step-by-step plan. Unfortunately, he could not continue dealing with my case, and it was then handed over to Erica.
When Erica contacted me, she asked me again for photos of the car, with no awareness that Jamie had already requested them and that they were already on the system a day ago. Later, after my car was written off and I declined the evaluation because I believed it was too low, Erica called me four days later asking why I had declined it and asking me to provide examples of what I thought the car was worth. This was despite the fact that I had already done this through the app when I rejected the valuation.
The whole process has been disorganised, repetitive, and extremely stressful. I have had to chase, explain, and repeat the same information multiple times, while different members of staff appear unaware of what their colleagues have already done. I still do not feel reassured that Hastings Direct have properly contacted the police to obtain the third-party details.
Overall, I feel my case has been handled very poorly. The lack of communication, lack of ownership, and lack of basic knowledge about the process has made an already upsetting situation far worse. This has been a very disappointing and frankly pathetic level of service.”
Hello,
Thanks for your review, we’re sorry to read about the poor experience you had during this claim and to see that you didn't get the customer service you needed.
Providing our customers with the best possible experience is always our top priority especially when it comes to making a claim, so we regret that you didn't receive this. I can appreciate the frustration that the repeated requests for information would have caused especially if it was already received and that this would have delayed the process of the claim progressing. I hope that some positive progress can be made soon concerning this.
In light of your review, if you would like to make a formal complaint, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo, Social Media Team
“I still can’t understand why its not possible to have 2 policies in the same app, under the same email id
I have made numerous phone calls, app is still not recognising my new email id as a result I am still unable to log in”
Hello,
Thank you for your review. I'm afraid it is not possible for two different policyholders to share an email address. This is why the newer policy will not show in the account. The email address needs to be changed on the second policy so that the policyholder can create a separate account.
Please contact the team on 0333 321 9801 and they can help you with this. ~Theo, Social Media Team
