“The Customer Help Centre staff certainly try their best, but sadly, they have not been trained to help with questions about the My Account website, which is where I have an issue.
The site is still referencing a Hastings Premier policy that expired in 2020, and the documents for the current Hastings Direct 2023/34 policy, and the documents for the new Hastings Direct 2024/25 policy (renewing 1 Feb) are hidden under the old Hastings Premier entry. Why can't Hastings Direct simply remove the reference to the old policy and make things clearer.
I have asked at each policy renewal, but sadly the staff I have spoken to seem unable or possibly unwilling to help - but as suggested above, I guess they haven't been trained to help and are being told to fob-off customers with a story that it's in th eprocess of being updated - at least that's what I've been told for the last few years.
Come on Hasting Direct .... it's time you sorted this out !!!”
Hello Giles. Thanks for letting us know about this and we’re sorry you’re having trouble with MyAccount. We ensure we keep old documents on there in case they are needed in future, and therefore it's hard to delete any previous information from an older policy. However, so that we can help and look more into this specifically, we need to speak with you to learn more about your issue. Please call us on 0333 321 9801 or you can find other ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“I have never dealt with such an awful company, after being involved in a collision on a roundabout where a car went into the front / side of me and failed to stop - this being the 15/11. I had not then heard anything from Hastings direct. I then myself contacted the company who had hit me after finding their details as Hastings direct said I had to do it and pass it onto them (though I pay for them to deal with this) after I got the details myself I then didn’t hear from Hastings direct whatsoever, then enterprise who were dealing with my repairs rang me on the 22/12 so over a month after to say it had been unsuccessful in contacting the other party so I will be paying my excess - none of which Hastings direct had bothered to contact me about, on top of this I pay for a courtesy car as extra for situations like this, enterprise then told me Hastings direct had cancelled the courtesy car on 19/12 because my claim had ‘been a while’ even though they didn’t bother to tell me this themselves, so again not sure why I pay for this. I have then paid out my excess after my repairs were completed only last week, (two months on) and shock I still haven’t heard from Hastings direct since to whether they will actually attempt to recover the costs! When trying to speak with their staff on the phone, I was getting transferred to wrong departments mid way through calls and when I did get to correct ones they were useless, not listening to questions I was asking and essentially made it out to me to feel as though I was in the wrong, I cannot wait for my insurance to be over with them next month so I can finally leave. The worst company I have ever had to deal with”
Hello Izzy. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again ~ Cat, Customer Care
“I am giving one star in order to be able to write a review. Hastings advised that I have lost keys insurance. Seemed good advice particularly when I DID lose my car and house keys. It is now 2 months since the loss and there has been zero communication apart from a cursory text with a claim reference. Numerous phone calls have been made, some waiting time being over 40 minutes whilst various people say they have no idea who deals with this and cut me off whilst transferring me to yet another department. Finally somebody gave me a phone number only to be told that was only a registration number and these claims were out sourced. They thought it may be a form called Davies. Their website only give an enquiry form, both of which have been ignored. Hastings have been excellent in communicating and organising my renewal !!!! No delays then!!! If this is how they deal with a minor claim I would dread being at their mercy for anything major! Needless to say I will not respond when they next contact me about renewals!!”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please call 0333 321 9801 or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“Thieving scum. Called and cancelled my policy back in July 2023. Realised in January that they’d carried on taking payments and had not cancelled it. Rang them early January and was told I’d get a call back after the weekend. No call back and they took another payment! Called again to complain and was told that the nothing had been done so started the whole complaint process again. They told me they had listened to the call and I hadn’t cancelled the policy. I demanded to be sent the recording and was told it would take 6-8 weeks for me to receive it! Meanwhile I was told that to cancel the policy and get a refund I would have to provide proof of sale in order to be refunds from that date. I sold the car after keeping it in a garage for a few months after I cancelled the policy as the car was not roadworthy. Since when did you have to provide any of that to cancel your insurance?
Absolute shower of w⚓️s.
Do not use them. I’d hate to think what I’d have had to go through if I’d needed to make a claim. C U Next Tuesday.”
Hello. Thanks for letting us know about this – and we’re sorry you’re unhappy with the service received and the length of time it takes to deal with your complaint. The Financial Conduct Authority (our regulator) says we can take up to eight weeks to do this. However, we often take much less time than this. One of our colleagues should be in touch with you within five working days. If you’d like to get in touch, please call our Complaints team on 0333 999 8904. Thanks again ~ Cat, Customer Care
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the price of renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. With online quotes, your information is usually more up to date – this is often the reason for the more competitive price. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“Trying to get a quote on the website and it crashed. Then tried again another three times on different devices and it crashed. Pretty well I’m gonna have to go and call them now”
Hello Ed. Thanks for letting us know about this and we’re sorry you’re having trouble with MyAccount. So that we can help, we need to speak with you to learn more about your issue. Please call us on 0333 321 9801 or you can find other ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“Got a more competative quote than renewal with Hastings, rang to see if they could improve their quote which was £303 more than previous year, told them I could change excess and mileage and nothing else. Got a decent quote so agreed to it, when I checked my policy I found they had changed the value of my car from £15,520 to £10,000. Complete fraud. Do not trust this company.....”
Hello Michelle. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please call 0333 321 9790. Thanks again ~ Cat, Customer Care
“Scam on renewal.
I insured my car with Hastings Direct for two years - unusual because I always price compare (their renewal price came down year 2 after I spoke to them). Having double checked that my insurance was not set to auto renew, I compared prices and went elsewhere 2 days prior to renewal date. Yet, lo and behold, on the morning of the renewal date, they emailed me to let me know they had renewed my policy. Bad enough but I then had to wait on a phone call to cancel (can't do it online, naturally…). Their rep told me that although there was no fee for cooling off (14 days), they were charging me £20 "facility fee" for setting up the policy in the first place! A) - that I didn't ask for and B) - if it's within 14 days there should be no cancellation fee. I told them they have lost a customer and I hope anyone reading this will take note.”
Hello David. Thanks for letting us know about this and we’re sorry you’re unhappy we charged you a fee. This £20 non-refundable arrangement fee covers our various business costs, including customer service, maintaining systems, updating databases and sending documents. We make our fees clear before you buy a policy from us, and they’re stated in our terms and conditions. We apologise if you weren't aware of this. If you need any further help, please visit www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
Hello Daniel. Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know. You can find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook. Thanks again ~ Cat, Customer Care
“Took out car insurance, waited for black box to arrive. It didn't. I reported this as my daughter was keen to get driving. Hastings said they would cancel the insurance if we didn't install the black box. We couldn't cause it didn't arrive .so they cancelled insurance. Help desk not helpful at all. Now all over insurance is sky high because they cancelled the insurance.”
Hello I'm very sorry to read about the experience you've had. If you think your policy was cancelled incorrectly, please call our YouDrive team on 0333 999 8911 so they can take a look at this for you. They would discuss this, especially if you informed them that the tab didn't arrive prior to the cancellation. ~ Theo. Customer Care
“Avoid at all costs, i was hit by a customer of this firm, they were ordered in court to pay me within 21 working days, have not paid, playing all avoidance games possible,all customers/share holders should beware as tge signs are they cannot pay what they owe and may be going bust.”
Hello Scott, I'm very sorry to see that you've not yet received your payment. If this is still the case, please contact the Claims team on 0333 321 9800 so they can check this for you. I hope that this can be resolved soon. ~Theo. Customer Care
“I'm so stressed out and frustrated because of the black box with hastings. The black box has caused me to drive more dangerously because I am so scared to brake. After only a week I got an email saying thta my score is low and threatening to termincate my insurance policy. What is the point of the blackbox if it makes you drive more dangerously?
Also my 2nd driver has been trying to sign into the blackbox app but it is very faulty and he cannot sign in no matter how much times he tries. We are afraid this will be another reason out of our control for Hastings to unfairly cancel the policy.
Driving has been so stressful and depressing with Hasting that sometimes I wonder if it is worth it and I should just take taxis instead.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with your YouDrive policy. Please remember it’s fine if your driving score isn’t always at 100, it just needs to be above 30. You can also dispute road speed limits in the app.
Only the policyholder can pair their phone to the telematics device and log into the account. The named driver will not be able to do this. Their driving data is not accounted for or scored.
If you have any questions or concerns, please call our YouDrive team on 0333 999 8911. Thanks, ~Theo. Customer Care
“My quote came through a little high, but I talked to a "Laura Foster" and She was brilliant , she was calm friendly and chatty. Which was brilliant. Answered All my questions , and then gave me a great quote. 👍. Thankyou.”
Hello Andy,
Thanks for your 5-star review!
We're so pleased that Laura delivered exceptional customer service, its amazing to hear. I've passed on your lovely feedback to Laura and her manager so she can be recognised for her service to you.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
“I spoke to Matthew Watts via the renewals team about my renewal this year. Lovely guy, thoroughly explained everything I needed to and was friendly throughout. So much so he reduced my renewal to match online competitors and kept me with you for another year. Thank you again Matthew.”
Hi Adele,
Thanks for your 5-star review!
We're so pleased that Matthew delivered exceptional customer service, its amazing to hear. I've passed on your lovely feedback to Matthew and his manager so he can be recognised for his service to you.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
“Car insurance due for renewal end of January and not renewing...paid up front the total amount in Jan '23....said not renewing...next thing I know Hastings want £40 for cancellation! Phoned and a system mistake admitted. Hope it wasn't a Fujitsu system if so they must be coining it in!!!!”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please call 0333 321 9801 or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
Hi Colin,
Thanks for your 5-star review!
I'm glad to hear that we were able to offer you a more competitive price. I'm pleased that you enjoyed our service, we do appreciate your kind words.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
“For the past few years you send me a car insurance renewal price and it's always a few hundred pounds more than I paid the year before so then I phone you up and you knock the price down ! So why can't you give me that price in the first place ?? This year topped it off !! An increase of over £900+ what makes it worse is that I've been with your company for over 6 years and had no claims for the 8 years I've been driving and you want me to pay an extra £900+ on my car insurance ! The first person I spoke to couldn't be bothered so made my mind up to go to another company for my car insurance which was £900 less! What a surprise! It's disgusting how you treat your existing customers!!”
Hello Robert. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“Disgrace. Basically accused of lying to save them £100. Because I was not in the room when the damage occurred they referred to this as an inconsistency rather than simply honest. Liars and cheats. Took 3 months to refuse to pay so paid £50 in premiums whilst waiting. AVOID.”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again ~ Cat, Customer Care
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“The 'YOU DRIVE' policy is good, in that by placing a tracker/recorder in your car, it helps you regulate your driving. The only drawback is that it isn't 100% accurate, with regards to subjectivity relating to driving conditions.”
Hello Craig, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie, Customer Care
