“Normally very efficient, but not this time after moving house. Unfortunately the new insurance documents quoted our old address three times within the documents, even though it was correctly addressed on the front page.”
Hello Christopher,
Thank you for your review. I'm very sorry to see this and I hope that the error has since been corrected. If you need any help or need to discuss this further, please give us a call on 0333 321 9801 so our Customer Service team can take a look at this for you. ~Theo, Social Media Team
Hello Christine,
Thank you for choosing to insure with Hastings Direct this year despite the price not being as competitive as you would like it to be. We’re really pleased to have you with us and hope you have a great year ahead. Please contact the Customer Service team if you would like to discuss the cost of your policy. ~ Theo, Social Media Team
“Reference: HISL-604937
After three years with this insurer, building up a good no claims bonus and paying my policy in full, I’m extremely disappointed with the way I’ve been treated by their customer service.
The level of service has been awful, and this experience has completely put me off taking out another policy with them. I certainly won’t be renewing or taking out another policy with them again.
It’s really disappointing to see such poor customer service and business practice. You hear more and more about insurance companies struggling or going out of business, and with this level of service, I wouldn’t be surprised if they end up going the same way.”
Hello,
Thanks for your feedback, we're really sorry to hear about your experience. We always aim to provide great service, so it's disappointing to know we missed the mark this time and that you had to raise a formal complaint about this.
Looking at the complaint, we can see that it has since been resolved and closed at this end. If you're unhappy with the outcome, you can escalate this further with the Financial Ombudsman. You can also speak to our Customer Relations/Complaints team on 0333 999 8904. ~Theo, Social Media Team
“I had a quote from Hastings Direct that I was very happy with. I had no issues in buying the policy. The only thing I was not happy about, is that they took the money out of my account on the day I bought the policy. My current policy does not run out until the end of October 2026 so they should have taken the money out on the day the new policy comes into force!”
“My concern is that I was expecting the money to be taken on the 17th when the policy started. It was taken in September. This took me into overdraft.”
Hello Tracy,
Thank you for your review. I'm very sorry for any confusion this has caused or if this came as a surprise. When a policy is bought or a change is made, payment is taken at the point of the transaction rather than when the cover begins.
I'm very sorry if you weren't aware of this and we'll feed this back to the relevant team with the intention of making it clearer. Thank you for raising this with us. ~Theo, Social Media Tem
“As an app based product I was a little sceptical but how wrong I was my all of my dealings with the team have been seamless and extremely professional”
