“Asked could I please return the unused tab for telematics policy to get the £20 fee waived and was told no as no guarantee the company would receive it back. I said this is fine, go ahead and cancel the policy and then the reply was “please return the tab to sender or recycle it.”
Thought this was poor taste considering you won’t let me send it back to get my fee waived but suggested sending it back as an option anyway? £20 for an arrangement fee and £20 charge for a telematics box that hasn’t even been used on an insurance that hasn’t even started yet is hefty and greedy.
I can settle for the arrangement fee but the £20 for the unused telematics felt very unfair and unreasonable to then ask for it back anyway?!
Put me off choosing Hastings again.”
Hi,
Thanks for your review, we’re really sorry to see that you had a poor experience with us. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
We’d like to look into this and, as long as you’re happy, pass on any feedback to the advisor's team leader. If you would like this to be done, please email us at customersupport@hastingsdirect.com and provide your policy reference number so we can arrange this.
I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Hastings Direct’s telematics system wrongly penalised me for phone use while I was parked with the handbrake on. Even with dashcam and telemetry proof, they didn’t fix the error. This mistake dropped my score from 100 to 99, which is unfair. Poor system accuracy and unsatisfactory customer resolution. I’ve cancelled my policy.”
Hello Dom,
Thank you for your review, I'm sorry to read about the experience you had with your telematics policy. If the engine was running, this could have impacted the score on this occasion and I appreciate the frustration this would have caused.
I regret that your time with us has ended and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
Hi,
Thanks for your review, we’re really sorry to see that you had a poor experience with us. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
If you need to discuss your policy or need any help with this please contact us. You can email as an alternative to the phone at customersupport@hastingsdirect.com and we'll do all we can to help you. ~Theo, Social Media Team
Hi Dorothy,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Aristides,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“STAY AWAY FROM THIS INSURANCE COMPANY.
Had taken out house insurance with accidental damage. Needed to claim as husband lost his balance and knocked the corner of the TV in to the wall causing black lines right across the screen and damage to the wall.
Insurance came back and said it was wear and tear not accidental damage.
Will never use these again”
Hello Angela,
Thank you for your review, I'm sorry to read about the damage and I hope that repairs can be made soon.
I regret that the policy was unable to cover this incident. We do ask that you read the terms before you buy the policy, just to ensure that it provides the cover for all you need.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
Hi Jonathan,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Claim Reference: 0037647_HPA
This entire experience has been utterly unacceptable. I submitted a claim for my washing machine over two weeks ago. An engineer attended and assured me the report would be submitted the same day — yet since then, I’ve received no meaningful update.
Following my complaint, I was told I’d be contacted within 48 hours. That promise was broken, and I’m still waiting to hear anything. I did receive an email offering a £25 “goodwill” payment, which frankly feels more like a token gesture than any real attempt to address the inconvenience and stress this situation has caused.
My family has now been without a washing machine for weeks. The complete lack of communication, urgency, and responsibility from this company is appalling. I feel thoroughly let down and have no intention of renewing my policy. I strongly urge others to reconsider before relying on this insurer for any essential support.”
Hi,
Thanks for your review, we’re sorry to read about the poor experience you had and to see that your complaint isn't progressing as quickly as you need it to.
We appreciate your complaint hasn’t been resolved yet however we want to make sure we’ve looked into all aspects of the complaint. We often deal with complaints pretty quickly but sometimes complaints can take up to eight weeks to be investigated, based on the time allowed by the Financial Conduct Authority (FCA).
We appreciate this may need to be dealt with more urgently so if you’d like us to arrange a complaint handler to contact you, please call our Complaints team on 0333 999 8904. ~Theo, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Have been with Hastings for a few years now. Find their customer service excellent and they always try and match lower prices that I find online at renewal time. Spoke to someone called Hector today who was extremely polite and helpful!”
Hello, 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. I’ve sent your comments to the colleague you mentioned and their team leader. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~Theo, Social Media Team
Hello Tracy, I'm glad this was a simple and straightforward process. Thank you for taking the time to share your feedback with us. ~Theo, Social Media Team
Hello Wendy, 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, Social Media Team
Hi Jacqueline,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Scott,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“You auto renewed my home insurance policy when I thought I had asked you not to auto renew. You took the money on 10th May when the insurance was not due until 15th May. Please make sure that, in 2026, you do NOT auto renew. I will not be using your company in the future.”
Hello Annette,
Thank you for your review, I'm sorry to read about the situation concerning the auto-renewal of your policy.
You can remove the auto-renewal from your policy at any point during the first eleven months of the policy. This can be done on via email at customersupport@hastingsdirect.com or by sending us a message via Facebook or X (formerly Twitter). We'll do all we can to help you. ~Theo, Social Media Team
Hi Timothy,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“According to money supermarket. Com I found prises £580.20 . As I promised to seller that I was Hastings Direct quite a long time that’s why I came back. Could Hastings Direct consider competitive market value my BMW car Reg KS67YDH, it would be very much appreciated. Kind regards Mahmudul Hasan”
Hello Mahmudul,
Thank you for your review, I'm sorry to see that we were unable to offer you a more competitive price this year. If you are interested in discussing the cost of your policy, please give us a call on 0333 321 9801 so our team can take a look at this for you. ~Theo, Social Media Team
“I am unable to talk to anyone about tchanging my email address conatact the phone lines divert to automated selections - jsut want to talk to a person”
Hello Misty,
Thank you for your review, we're sorry if you struggled to reach us and get the help you needed with this. If you still need to arrange this you can send us an email at customersupport@hastingsdirect.com or if you have any questions, you can reach us via Facebook or X (formerly Twitter). ~Theo, Social Media Team
