“Because of the customers service is really awful unprofessional rude unexperience they don't even know what they talking about iam saying this because from past 4 days iam setting at home still waiting for Hastings help but unfortunately the are unable to help out well the agent are totally useless unprofessional rude unexperience iam I got fully comprehensive insurance if iam having hard time so iam thinking about 3rd party insured well I can only say legal Thief I never had this bad experience in my entire life the way iam going through because of Hastings direct and another bad point about Hastings is I moved home just to change the address they increased £336 a year and when I asked them they that's why is work and biggest bad experience someone hit and run my park car outside of my house i provide all evidence of conclusions images CCTV videos recording and they said to me pay from your own pocket and than claim it from 3rd party's my question is if i have to do everything myself than why we need insurance some time i feel these companies think we are living in jungle not in the great Britain”
Hello Ronnie. I'm sorry to hear you weren’t happy with the service you received. We always aim to deliver the highest level of service to all our customers so we regret that you haven't experienced this. 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. I hope that some positive progress can be made soon concerning your claim. ~Theo. Customer Care
“Don’t insure with Hastings Direct unless you want a small job to last 8 months of stress and inconvenience. You have to pay £600.up front if it’s a water leak or they won’t start the job.
They then use incompetent workmen to do the job who waste time visit after visit doing nothing except for destroying your home. You are pressured to sign a disclaimer or you are told they won’t start the job until you do.
When they then cause damage to your home they then use the disclaimer to avoid righting the damage.
To top all this off they cancel out all your 9years no claims because of this one claim. They then gave the cheek to say they can’t insure you again . As if I would use them ever again.
Last year was one of the worst years of my life all down to Hastings and Metro Rod.
Other than Clive who tried to help me customer service is none existent.
Insure yourself at your peril. I have now put my case in the hands of the ombudsman I can no longer cope with the stress.”
Hello, I'm very sorry to read about the poor experience you've had and if the level of service you've received isn't at the level you deserved. I regret that you have had to raise a complaint concerning this and I hope that you receive a satisfactory resolution to this complaint. ~Theo, Customer Care
“The premium for my car insurance policy with Hastings Direct in April last year was £315.31. My renewal invite from Hastings Direct this year is £551.55, an increase of £236.24 or 75%! There have been no changes to my situation (except my car and myself are both one year older), I have had no claims, it’s the same car, I have not moved house, ie everything is the same. I am aware that car insurance premiums have increased but a 75% increase is totally ridiculous. I immediately used an online comparison site and obtained a quote which gave me more cover and included RAC breakdown and recovery cover for a total of £351.50. My Hastings Direct policy was on auto-renewal so I deselected this option and immediately got a response wanting to know why. I explained I had a cheaper quote and was asked what it was. I told them and, surprise, surprise, they immediately said they could beat this and reduced their quote to £1 less than the new quote I had received. I find this practise deplorable. We are ‘sold’ the auto-renewal option as a benefit but there are serious issues with companies relying on customers inertia or forgetfulness resulting in policies renewing at much higher rates than can be obtained elsewhere. My house insurance is currently with Hastings Direct. Needless to say I have deselected the auto-renewal on this policy too.”
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/.
Please note that the underwriter sends the renewal quote when the time arrives. Hastings Direct's Retention team has no interaction with the renewal price until the customer contacts them to discuss the policy and the quote. This is why we ask that you contact us if the price isn't acceptable. The policyholder's authorisation is need to look into this quote and discuss the price. I'm glad that you were able to get a more competitive price for your insurance this year. ~Theo, Customer Care
“I dealt with Paresh via the phone and he was extremely helpful. I had lots of questions about different policies and logistics, which he was more than happy to help with.
His customer service and patience was probably the best I have ever received, I hope he gets the recognition he deserves for his fantastic work with me and help renewing my policy.”
“Put my premium up by £73 to £522 even though I haven’t made a claim found a cheaper deal at £388 with a different provider., offering key protection and more cover on different policy points.
I received an email saying payment would be taken from my credit card.
I tried to stop the renewal on the app all it would say was to phone. This is not the first time I’ve had problems with the app. I tried 3 times to phone eventually got through after 31 minutes. In total what with fiddling about in the app and phone calls it took over two hours to stop the renewal. When I took out the policy I was told I would be able to cancel the next automatic payment on the app. This is not the case.”
Hello, I'm sorry that we were unable to offer you a more competitive renewal price this year. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/.
You can read about automatic renewal in your terms and conditions – you’ll also find it mentioned in your renewal documents, along with the steps you can take to stop automatically renewing. Please note that these documents would show that the auto-renewal can be removed at any point during the 1st months of the policy. I'm sorry if this information wasn't seen. I am sorry you struggled to reach the call centre quickly to discuss this and I hope that you have since been able to get suitable cover for your vehicle. ~Theo, Customer Care
“Helpful polite saved me money what more could you want these tough times also it seems loyalty means something at last a pleasure doing business with you”
Hello Colin, it's good to see that you got the customer service you deserved and that we could offer you a competitive price. Thank you for insuring with Hastings Direct this year. ~Theo, Customer Care
“Albeit I had to wait 30 minutes to get through, I finally spoke to Bethany who was delightful, friendly, helpful and efficient. Managed to get my car insurance cheaper than last year, so it was worth the queue wait. Thank you Bethany”
Hello Sarah, 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. Going forward, you can reach us at customersupport@hastingsdirect.com as an alternative to the phone. ~Theo, Customer Care
“Tried 6 TIMES to pay premium for NEW business..every time app or website unable to continue..Oops error message ,used the app chat..got sent a link...which was exactly same page as being tried previously..rang them, hanging on for 15 minutes, operator demanded my quote ref ,my name wasn't any good .....seriously, treat NEW business like this..oh and from an EXISTING CUSTOMER ...soon to be X customer at renewal time”
Hello, I'm very sorry to read about this and I appreciate the frustration that it would have caused. If you would still like to discuss this quote, please contact our Sales team on 0333 321 9785. I hope you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“I have been with Hastings for a couple of year for my car insurance. The renewal quote for this year was more than double than year adding £600 more than last year. I cancelled my policy with them and my direct policy. Received email that I had missing the last payment of last year policy which expired the day before and as the payment 1 day late they added an extra £12. The email also stated that if I don,t pay with the next 7 day they would pass the bill to a debt collection agentacy. Wil not use the company. I have since took out car insurance with another company with a much better quote”
Hello, I'm sorry that we were unable to offer you a more competitive renewal price this year. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/.
I hope that the situation surrounding your final payment has now been dealt with, however, please let us know if you need any help with this. You can reach us at customersupport@hastingsdirect.com.
Thank you for having been insured with us over the past two years. It's good to see that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“Never had a claim in 32 years, been with Hastings direct for 2 years then they say they can not give me a new renewal quote and can not offer me insurance ? Its fine lots of others have offered to insure my car but I am so baffled at why you can not offer me car insurance. Felt like I had done something wrong when I received your email. Very strange indeed and quite upsetting.”
Hello Julie, I can appreciate how frustrating this can be. Each year the acceptance criteria changes and this can affect what can or cannot be covered by the underwriter. To work out the price of our policies or if cover can be provided, we consider your vehicle, address, drivers and personal details. In this case, it seems we can’t offer cover based on a combination of the above, and I’m sorry this is the case. I hope that you have since been able to find suitable cover for your vehicle and thank you for having been insured with us for the past 2 years. ~Theo, Customer Care
“Asked for copy of my no claims, called them to forward the document to me a number of times and they said they would and didnt bother. Staff wasnt helpful at all and ive still not got my no claims proof.”
Hello Valerie, I'm sorry if this document hasn't yet arrived. If you send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook, we'll work to send this to you. You can also reach us at customersupport@hastingsdirect.com. Please let us know if you need any help. ~Theo, Customer Care
Hello, I'm sorry to see that you struggled to reach the call centre and get the help you needed. I hope that you have since been able to discuss your quote and get the cover you needed. If you have any questions at all, you can reach us at customersupport@hastingsdirect.com. ~Theo, Customer Care
“Took money from you daughter’s account even though she had cancelled the policy, point blank refusal to refund her money , the money was taken a full month after she cancelled
Will never use them again , person on the call was hopeless”
Hello, I'm very sorry to read about the poor experience your daughter has had and I hope that this has since been resolved. If help is still needed, please ask her to send us an email at customersupport@hastingsdirect.com. We'll do all we can to help her. ~Theo, Customer Care
“The team asked for evidence for my policy and called me. I explained I had only just got a licence and would send them my paper copy as I awaited the card in the post. They said this was fine and needed my NCB. I sent my NCB and copy of my licence and just got an email saying my policy had been cancelled... very irritating as I was out at the time and needed to drive home there wasn't an instant refund either. They were insistent on me downloading an app which I did and it didn't work which I pointed out to them but not explanation. Very rude and would not recommend to anyone.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy we checked your policy. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We sometimes need the information to make sure an insurance policy is valid and fit for purpose. Also, if you need more time to send us the documents we’ve asked for, it’s not a problem – just call us about this or any other question you have on 0333 321 9757. Thanks again, ~Nicole. Customer Care
“Possibly the worst company I had to deal with, they are quick to take you money but when it comes to sorting out issues they just pass the buck or better will cancel your insurance. I would highly advise do not insure with Hastings direct. They are scammers,I would never ever recommend these guys to anyone, pay about extra and go with a reputable company”
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, ~Nicole. Customer Care
“My daughters got a black box. She’s not passed her test yet so only drives locally for about 30 minutes. I’ve driven her car over to Manchester from Sheffield a couple of times. Because she’s in the car with me you have to change the driver over to say she’s a passenger.
On one occasion she forgot to change it because we were going away for the weekend. She remembered the next day and changed it.
However a week later they have cancelled the insurance.
Would not listen to any explanation.
It’s a shame that your app doesn’t allow the driver to be changed before the drive rather than after.
Because I believe you should not record any of the named drivers driving because it’s the driver that took the insurance out that you are watching not anyone else.
Poorest customer service that I have had the pleasure of dealing with.
Stay well clear.”
Hello. Thanks for letting us know about this and we’re sorry you’re having trouble with your YouDrive policy. You want your scores to be accurate and only recorded when they should be. To make sure this happens, please switch to ‘Passenger’ when you’re not driving. Then your scores won’t be affected. If you use your phone for maps and music, please make sure it’s fixed in a cradle. You can switch to ‘Passenger’ mode after your trip ends. As we state in our terms and conditions, you mustn’t give your phone to a passenger while you’re driving. But you should be able to connect your audio to the car when paired. If you’d like to talk with us about any of the above, please call our YouDrive team on 0333 999 8911. Thanks again, ~Nicole. Customer Care
“Been with these for 6yrs, no claim for 20+ yrs, this company put my car insure up by 18pounds Without notifying me at all, lied said sent Email, got nothing.
Driving a Kia estate car 20yrs old lol n I was expected to pay 498 a year big jump from 320 a year, 10 min on the web n got it down to 367 a year.
People shop about they are ripping people off.
Going to bad month for this company if they have done this to others 😡”
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, ~Nicole. Customer Care
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, ~Nicole. Customer Care
“Gave me a quote for a four yr old astra 1.4 ( I have over 20yrs no claims) that was closer to £600 than £500. Every week from 5am Monday to 5pm Fri. It does not move. It is on a secure company car park. 20 min journey (no motorway) on a Monday, 20 min back on a Friday. Pop to shops on the weekend, and that was after using a black box that stated my driving was (Awesome)....10 minutes on a website and I had saved £297.....with no black box. Look elsewhere people and the staff are terribly ignorant. I will bad mouth this company to everyone who talks about car insurance”
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, ~Nicole. Customer Care
