“One of the worse company when it comes to dealing with accidents and repairing your car. I had an accident nearly 6 months ago and still waiting my claim to be settled after car has been written off by the repairer company. Tried calling numerous times no definitive answers from anyone. Would never recommend to use Hasting Direct to anyone.”
Hello, I'm very sorry to read about the poor experience you've had during your claim and to see that the process isn't progressing as quickly as you need it to. I hope that some positive progress can be made soon. If you need and help with regards to contacting the Claims Department or seeing if there are any updates, you can reach us on Twitter @HastingsDirect or on Facebook and we can work to help you.~Theo
“tried to add a temporary driver for 1 day to our policy and was told that hastings would not do this. upon asking for a reason i was told by the agent that they would not tell her. for lack of transparency on something so simple i am concerned if actually have to make a claim.
complaints procedure told me that this was because it was an australian licence. i have personally added temp drivers to a policy before and numerous people iasked the same. all with international licences. strange
not very impressed with the complaints experience even though never expected anything other than the reason. obfuscation and the email received from her glosses over the issue. she gets a 1*”
Hello, I'm sorry to see that the underwriter of the policy couldn't offer you cover on this occasion. I'm afraid that not all underwriters are willing to accept the perceived risk and I can appreciate the frustration this can cause. I hope that you have since been able to find suitable cover for the driver. ~Theo
“Absolutely useless company no customer service no idea what they are doing because they don't do anything never ever go with this company you insured it to protect it so go with a reputable company read the online reviews not on Hastings fake site they are the worst company u can pick might be cheap because they are useless save your money and buy a chocolate teapot it has more use.”
Hello, I'm sorry to see that you're having such a poor experience while insured with us and I hope that this improves soon. Please let us know if you need any help with your policy. We can be reached on Twitter @HastingsDirect or on Facebook. ~Theo
“My car was stolen on 1st Jan 23 and recovered by the police at the end of the month. 10 weeks later they still cannot get it even allocated to a garage for repair. This is despite 24 calls, a formal complaint, a letter to their Chairman and a Financial Ombudsmen complaint and many, many emails. The company is completely unable to mend a car. Dealing them has been genuinely more stressful and time consuming that having our car stolen in the first place. DO NOT USE.”
Hello, I'm sorry to read about the poor experience you've had during your claim and I can appreciate the frustration this delay has caused. Looking at the claim, I can see that you've had correspondence with the Claims Department concerning this on the 13th of April. I hope that some positive progress can be made soon. Please contact us on Twitter @HastingsDirect or on Facebook if you need to arrange further contact with the Claims Department or see if there are any updates. ~Theo
“NOT FIT FOR PURPOSE!
App is overly critical to the point that even driving like miss daisy it picks hard braking and cornering. it criticizes you for driving round a corner and braking at all, no matter how you brake! I've put data logging on the car and compared journeys from what the app records to what my data logger records, the cornering and braking G forces are next to nothing but the app is scoring my son down for driving "normally". Ive also got data from myself driving, my wife and my mother and all are of the same story, over critical. Ive raised this as an issue but they refuse to give my any information about what the scoring system means or how the data is used to gain the score. And on top of this the Udrive department have refused to talk to me and they even tried closing the complaint without solving or satisfying it or giving a resolution. Avoid this policy and company as the customer service is shocking and as i said previous the app data capture procedure is not fit for purpose, all of which, given the chance i can prove but they wouldn't let me!
Save yourself the hassle of something that doesn't work, bad customer service and go elsewhere.”
Hello Dan, I'm very sorry to read about the experience you've had and to see that you've had to raise a formal complaint concerning this. If the complaint had not been resolved to your satisfaction or you feel that the service received during that particular process hasn't been adequate, you can escalate this further once the complaint is closed. Information instructing you how to do so will be in the final response. Please let us know if you need any help locating this information. We can be reached at socialmedia@hastingsdirect.com ~Theo
Hello, I'm sorry to read that you were unable to get a quote with us. Thank you for considering Hastings Direct as your provider and I hope that you were able to find competitive cover for your vehicle in the end. ~Theo
“My car renewal came through which was substantially more than last time. Phoned up to see if they would match/beat a slightly cheaper renewal quote from another company (only a few quid, but it's principle!) They ended up "breaking" my account. Had to go through the tedious process of setting up as a new customer over the phone, and in the end all they could offer was the original renewal price. Not impressed, an hour of my life wasted... In hindsight, I should have just saved all the hassle by cancelling and going with the competitor.”
Hello, I'm very sorry to read about the experience you've had during your renewal and I appreciate the frustration this would have caused. I hope that the issue has now been fully resolved. Going forward, you can speak to us on Twitter @HastingsDirect and on Facebook as an alternative to the phone. ~Theo
“I am 44 years old, never been in an accident I caused and they tried to put a black box tag in my car, I obviously cancelled to insurance once I found this out”
Hello, Hastings Direct does disclose that this is a telematics policy before it is purchased. I'm sorry if this information wasn't seen and has caused some frustration as a result. ~Theo
“DECEITFUL CANCELLATION FEES!!
An online error prevented me from cancelling my auto-renewal policy. Having thought I’d cancelled, I was surprised this morning to receive an email from Hastings Direct requesting payment of OVER £444.00 for insurance on little Ford Fiesta!! (6 years no claims, a completely clean driving record and a tiny vehicle clearly mean nothing to these guys…).
Now despite immediately phone up to explain the website fault and to make sure the policy was promptly cancelled, I’ve still been billed a £20 “arrangement fee” despite Hastings Direct claiming “Cancelling within 14 days of your policy’s start date, No cancellation fee”.
Not only this, but to told that failure to pay would result in my personal details being sent to bailiffs!!! Never in my life have I been threatened with BAILIFFS!! Absolutely DREADFUL experience…
0/10 would recommend to a friend.”
Hello, I'm very sorry to read about the experience you've had and I can appreciate the frustration the fee can cause. There is no cancellation fee in the first 14 days. The actual cancellation fee is £45 and comes into effect after the 14 days. If you click on that link you provided you'll see the following information.
'We charge fees to cover the costs involved in setting up, servicing and cancelling a policy and it's important you understand them. The fees below are for our services and each fee is non-refundable'
Below this, it shows that there is a £20 arrangement fee. As all fees are non-refundable, this would be retained. Once again, I apologise for the frustration caused and I hope that you have since been able to find competitive cover for your vehicle. ~Theo
“The insurance was easy to set up, which was probably one of the only positive I have.
I tried to contact/find a contact number for Hastings for about 20 mins and for the life of me could not find a phone number or any other way to contact them other than to look in the FAQs section but that was as much use as a chocolate fireguard.”
Hello, I'm very sorry to see that you struggled to reach the call centre or locate a number to do so. Going forward, you can speak to us on Twitter @HastingsDirect or on Facebook. We would be happy to help with any questions you may have or provide any assistance you may need. ~Theo
“I purchased my car insurance policy online with Hastings direct it was quick and simple and an excellent price and the quote covered everything I needed.”
“Extortionate prices, full no claims and you put my insurance UP, feeling conned unable to cancel my policy because your website is set up so that you are unable to do so 🤬”
Hello Bryan,
I'm sorry to read that you had such a poor experience and that the renewal wasn't competitive. Please note that going forward you can reach us on Twitter @HastingsDirect or on Facebook to arrange this. Thank you for choosing to re-insure with us, despite having the experience you did. ~Theo
