“My quote was £500 more than last year.
When I rejected the renewal and entered the quote I got from Admiral they virtually matched it.
I switched out of principle.
Why treat your customers like this.”
Hi Mark,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and we’d love to keep you as a customer.
We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, we ask that you contact us to let us know.
Please note, Hastings direct has no contact with the renewal until the customer contacts them to discuss it. This is why we ask you to contact us if you are unhappy with the price the underwriter has provided so it can discussed and we can see if the price can be improved. Without the customer's authority, we cannot amend the policy or apply any of the tools we use to hopefully get a better price. ~Theo, Social Media Team
“Absolute headache of a company. They wanted photos of my to car to see if it was how i said it was when i started the policy(which it was and told them on the phone), i never missed a payment. I forgot to send one picture and im told my car insurance is cancelled. Very petty company. App never works. Would avoid them really”
Hi,
Thanks for your review. We’re sorry to hear you’re unhappy with our validation checks and to see that this led to the cancellation of the policy.
Our Policy Review Team review policies at random to make sure everything checks out and the policy details are correct. They do this to prevent fraud and make sure customers are paying the correct amount for their insurance (this is because fraudulent claims can increase insurance premiums).
This is our standard business practice, and we apologise if you weren't aware of this. If you believe that this was incorrectly cancelled and you want to make a complaint, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website. Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“Scammers. After the cancellation period they send emails stating they want to “check some details”. Then they find “some differences” for example lorry driver vs. HGV driver and of course they raise the premium based on these fake issues plus they want to charge admin fee too for these unrequested changes. Disgusting.”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with our validation checks.
Our Policy Review Team review policies at random to make sure everything checks out and the policy details are correct. They do this to prevent fraud and make sure customers are paying the correct amount for their insurance (this is because fraudulent claims can increase insurance premiums).
This is our standard business practice, and we apologise if you weren't aware of this. Also, if you need more time to send us the documents we’ve asked for or, you have a question about this process, give the team a call on 0333 321 9757. ~Theo, Social Media Team
“Terrible Customer Service and Frustrating Experience
My experience with this company has been nothing short of frustrating and disappointing. Reaching their customer service representative was an ordeal; it took multiple attempts and long wait times. When I finally got through, the responses were unhelpful, and some interactions were downright rude.
I was charged for a cancellation without any clear justification. There was no transparency, and despite my efforts to understand the charges, I was met with vague explanations. To make matters worse, they failed to verify my email address properly, which is a basic standard for any competent company to avoid errors. This oversight led to further complications in setting up my account.
The entire process of setting up the account was incredibly difficult, and in the end, we did not receive the documentation we were promised. Yet, they still charged us, which felt like a blatant disregard for customer satisfaction and accountability.
Technical issues with their app and website added to the frustration, making it nearly impossible to manage policies or file claims efficiently. Despite reporting these issues, there was no improvement, and it only made an already poor experience worse.
Finally, obtaining refunds after policy cancellations or overpayments was a nightmare. The process was convoluted, and the company's lack of cooperation made it feel like they were intentionally making it difficult to recover our money.”
Hello Ewelina,
Thanks for your review, we’re really sorry about the poor service you received.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion.
If you want to make a complaint, 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/help/complaints-form.shtml . Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“I am so so disappointed in the last couple of weeks with Hasting. This has caused me so much stress and upset
Firstly my husband passed away earlier this year, so I phoned Hastings to inform them and to take on the responsibility of his car insurance, as I had a car of my own I had to take a multi policy that cost me an extra £274 on top of what I had already paid for the full year. This was only for 4 months till the end of my existing policy which I thought was quite expensive but paid it any way.
A few weeks later I then informed them of the change of the reg number I had made in my husband car this cost £20 admin fee, which I thought was reasonable. I have now just received the renewal quote for the multi policy that I am not able to afford so I contacted Hastings to say I would not be renewing and would only be keeping one car (this being my husbands) come the end of the multi policy, so they re quoted me and as this was still too expensive for me I said I had found cheaper one, they then tried to match this but still came out more expensive. So I informed them I would not be renewing come the end of my policy and asked them not to renew and not to take money from my bank account
I then received an email saying that the insurance for my car had been cancelled that same day, when I rang to say I hadn’t cancelled this they informed me that this cannot be changed and I would need to take out a temporary cover at the cost of £74 on my car. I refused this as it was not my error, they have now said they will need to listen to the recording of the phone call I had with their rep (I have asked for a copy of this recording also) to see where the error is. I have now received email with a new quote for renewal of one car that will be starting at the end of my multi policy that I informed them I would not be taking. I have also received an email saying I owe £74 outstanding money on my husband car. And if I don’t pay or get in touch with them by 31st July 2024, they may have to pass my file to EP Financial Solutions, which is a debt collection agency. They'll talk me through my options and work out a payment plan with me
They may also have to let the credit reference agency know. This will affect my credit score and may make it harder for me to borrow any money in the future.
I really do not understand what is going on with them and am so upset with all this. My family are now looking into this for me to help ease my stress 😔”
Hello, I'm very sorry to read about the poor experience you've and to hear about the passing of your husband. I offer my sincerest condolences on behalf of Hastings Direct.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion. We’d like to look into this and help in anyway we can. If you do need to discuss the policy, we have a specific team that can take a look at the policy and help you. They can be reached at 0333 321 9661. You can also find useful numbers here: https://www.hastingsdirect.com/customer-support/
Please let us know how we can help. ~Theo, Social Media Team
“Was insured with Hastings direct you drive and they cancelled my insurance as my score had dipped below 30 but when I checked the app it said that my score was 31. When I rang them to explain this they said that my score had dipped below 30 once and that they were still cancelling my policy. Even though they said on the phone that they give time for you to get your score back up again. Awful insurance would never use again.”
Hello,
I'm very sorry to read about the poor experience you've had and to see that the policy is being cancelled. If can often take some time for the app to update and reflect the score from your previous journey. This means it can update even when driving doesn't occur.
If you think your policy was cancelled incorrectly and you want to make a complaint, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~ Theo, Social Media Team
“They wanted payment for a cancelled policy
And because we didn’t pay they got debt collectors to make us pay. Do not use this company as they rip off pensioners like us”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the cost of cancelling.
When a policy is cancelled, we make sure to only charge for the exact numbers of days the policy has been opened for, and for any fees that apply.
You can find a breakdown of the costs of your cancellation (how much you’ve been charged compared to how much you’ve paid) in your documents as well as what actions are taken if the amount isn't paid. I'm sorry if this information wasn't seen and came as a surprise as a result. ~Theo, Social Media Team
“Half way through the years insurance changed car put reg in no problem got renewal notice to find the new car that i had entered some months ago the information was incorrect car reg and disruption was not the same now when went to renewal you cancelled my insurance and i lost a years no claims. It is not always the fault of the customer but some times you should look at your company and the way you run you business as it can cost people there reputation for beening honest”
Hello,
I'm very sorry to read about the poor experience you've had with us and to see that you've lost a year's no claims. I can appreciate that this especially would be frustrating. If you need any help with the policy, please contact us by emailing customersupport@hastingsdirect.com.
Thank you for having been insured with us and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
Hello Kevin, I'm sorry to read about this and I hope that despite this review, positive progress is being made to settle your claim. If you need any help, have any questions, please call our Claims team on 0333 321 9800 or send us a message via Facebook or X (formerly Twitter). We'll do all we can to help you. ~Theo, Social Media Team
“Was Paying Hastings £45 Per Month Motorbike Insurance (Comprehensive) And Wanted To Add Another Bike To The Policy And Was Declined I Couldn't Even Set Up A New Policy For My Second Bike And Was Also Declined So First Bike Was Taken Off The Policy And Second Bike Put On The Policy And Now The Jump From £45 Per Month To Now £79 Nearly Double The Cost Of Having Two Bikes On The Policy That I Was Declined And The Hastings Direct App Was Updated Within Minutes And I Just Feel Scammed By This Company!!
I Will Be Seeking Legal Advice Against Hastings And Making A Formal Complaint!!”
Hello, I appreciate the frustration the increase in price would have caused and I'm sorry that we wouldn't offer more competitive cover or cover the multi-bike policy.
If you did want to raise a formal complaint and haven't already done so, you can by visiting www.hastingsdirect.com/about-us/customer-complaints or calling us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Social Media Team
“A relative of mine had a policy cancelled. Apparently they had sent 2 emails ( to a blocked email account) and then just cancelled using the excuse that the " black box" wasn't transmitting data for weeks. Well that would be as car wasn't being driven in that time ( can prove this)
Now for something as important at this surely it would be reasonable to send a text message make a phone call or even snail mail. There was no notifications in the app. Customer service unhelpful and basically said " tough shit" Obviously relative didn't know there was an issue and app the day before cancellation had said was tracking driving
So basically screwed up someones insurance for life rather than make a phone call”
Thanks for your review, we’re sorry you’re unhappy with the cancellation of the YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We make sure our terms and conditions are clearly stated before you buy a policy online. This includes the need to share your driving data with us through the app by driving the vehicle. If the vehicle is not going to driven for an extended period of time, the Telematics team will need to be informed before the period begins and before the policy is cancelled.
Documents and emails would have been sent days in advance of the cancellation explaining why the policy was being cancelled and when this would be done.
If you think this was incorrectly done and you would like to make a complaint, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo, Social Media Team
“This is going to be a long one but summed up the whole company is useless. Unable to log into my account on the app or online. Say's they'll send me an email to confirm its me but the email never arrives so I called them. I wanted to cancel my renewal policy at the end of the month as I was collecting a new car and found cheaper quotes elsewhere. I did however need to change my vehicle on the policy for the remaining few weeks. I gave them the date of Wednesday 10th as the day I was collecting the car. They said I could call up and change this date if there was any change. They then spent about 45 minutes talking me into staying with them for my renewal. Which I accepted even though they weren't the cheapest, I though big name, should be trusted.
Sunday 7th I ring up to ask them to change the date of the new vehicle to Saturday 13th as I wasn't going to be able to collect the new car on the Wednesday. After being on hold for about 5 minutes, I'm told that I'm already insured on the new vehicle and that I'm no longer covered on my current one! Then if I wanted to remain covered for the week until I pick up my new one, it's going to cost me £39!
I've told them to cancel my renewal.
-app doesn't work
-website doesn't work
-call centre doesn't work
Don't bother.”
Hello Justin, I'm sorry to read about the series of events that led to such a poor experience with us. I can appreciate the frustration this would have caused you. It may be possible to reverse the original change but calculations would need to be done to see if this can be put in place. I'm afraid we cannot simply change the date of the change.
If you would like to discuss this please give the Customer Service team a call and see if the change can be reversed. You can of course reach them on 0333 321 9801 and they would close at 7.00pm today. ~Theo, Customer Care
“I am writing to let you know that I disagree with your decision to cancel my policy because my driving score falls below 30. Since the beginning of my coverage, my driving records have consistently shown good performance with minimal exceptions. While there have been occasional instances of hard braking or acceleration, these were necessary to ensure safety and prevent potential accidents.
It is unrealistic to expect a driver to never brake suddenly, especially when it is done to protect oneself and others on the road. Moreover, I noticed an inexplicable drop in my driving schedule score from 40 to 17 for just one day, without any incidents or problems during my driving.
Furthermore, I have noticed that only some of my driving routes are being recorded. There have also been instances where the app displayed my son's car plate and driving records instead of mine. These issues point to potential inaccuracies in the data collection process, which could have reduced my score unfairly.
I chose Hasting Direct Insurance because I have been a responsible driver since 1993, with an unblemished driving record. This long, safe driving history should be considered when evaluating my performance.
I am confident in my driving abilities and wish to continue my coverage with Hasting Direct.
Please review the discrepancies mentioned and consider the possibility of an error in the scoring system.”
Hello, I'm sorry to see that you've not having the best experience with the telematics policy. The Telematics team does take into account that you will have to adapt to the road ahead and that this as well as other road users can cause you to take actions that may impact your score. As a result they acknowledge that your driving score won't always at 100. For the sake of the policy, it just needs to be above 30. If you have any questions, please call our YouDrive team on 0333 999 8911 or email them at yourdriving@hastingsdirect.com to discuss your score. ~Theo. Customer Care
“After driving for approx 50 years I have dealt with my share of insurance companies and have to say that Hastings Direct Has to be the worst,
The staff are offensive, ignorant, and down right rude.
Once you are tired into a contract there only interest is to boost the cost with any excuse they can come up with
If you want a genuine insurance that you can relay on if needed I would advise everyone to stay well away from Hastings Direct”
Hello Duncan, I'm very sorry to read that you haven't gotten the level of customer service you deserved for out advisors. Your report of rudeness is not one we strive to promote at Hastings Direct. If you need to discuss your policy or need any help, please reach out to us by emailing customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“Formal Complaint Regarding Unacceptable Customer Service and Policy Cancellation
Dear Hastings, Direct Customer Service,
I am writing to express my profound disappointment and frustration with the service I have received from Hastings Direct. As a long-standing driver with over 25 years of experience and an impeccable record with my previous insurer in South Africa, I have never encountered such unprofessional and disrespectful treatment.
Incident Details:
1. Lack of Communication Regarding Tracking System: When I took out my insurance policy in June after moving to the UK, I was not informed that a tracking system was compulsory. This critical piece of information was omitted during the sign-up process.
2. Technical Difficulties: I faced significant issues downloading UK-based apps on my phone, which I have been attempting to resolve for weeks. I only managed to get this issue sorted yesterday.
3. Policy Cancellation Notification: This morning, I received a letter stating that my policy has been cancelled due to the absence of the app and tracking device.
4. Unprofessional Customer Service: Upon calling your office, I spoke with an agent who exhibited the most discourteous and unprofessional behavior I have ever experienced. Despite explaining my situation in tears, I was brusquely told to get insurance elsewhere and that it was not her job to remind me about policy requirements.
Points of Concern:
• Lack of Proper Communication: It is unacceptable that I was not informed about the compulsory nature of the tracking app during the initial policy agreement.
• Inadequate Customer Support: Instead of receiving assistance to rectify the issue, I was dismissed in a manner that was both rude and insensitive.
• Unwarranted Policy Cancellation: The decision to cancel my policy without providing adequate support to comply with your requirements is highly unprofessional.
As a customer, I expected a basic level of courtesy and support, especially given the extenuating circumstances of transitioning to a new country and dealing with technical difficulties. The treatment I received falls far short of this standard.
Requested Resolution:
1. Reinstatement of Policy: I request that my policy be reinstated immediately, and that I be given proper assistance to set up the required tracking app.
2. Formal Apology: I expect a formal apology from the agent in question and from Hastings Direct for the distress and inconvenience caused.
3. Review of Communication Processes: A review and improvement of your communication processes to ensure that all critical information is conveyed to customers at the time of policy agreement.
I hope to resolve this issue amicably and continue my insurance with Hastings Direct. If not, I will be left with no choice but to escalate this matter to the relevant regulatory authorities.
Thank you for your prompt attention to this matter.
Yours sincerely,
Danielle Harvey”
Hello Danielle, I'm very sorry to read about your experience and to see that you need to raise a complaint as a result. In orderly to properly raise this and direct this to the correct department. Please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904 if you have not already done so. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
Hello, I'm very sorry to see that you had a poor experience with us. If you need any help with your policy, please contact us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“Policy cancelled after just 24 hours with a black box. A couple of braking issues.....otherwise driving scores were excellent. 1 years driving previously with excellent scores, Not given a decent period of time to assess the policy holder, decision made to cancel policy after just 1 day! Maybe you have to brake harder than average sometimes to avoid an accident!!!!! STEER CLEAR”
Hello Claire, I'm very sorry to read about your experience. Please note, we only cancel a policy if terms and conditions aren't being met. Telematics team does take into account that you will have to adapt to the road ahead and that this as well as other road users can cause you to take actions that may impact your score. As a result they acknowledge that your driving score won't always at 100. For the sake of the policy, it just needs to be above 30. If you have any questions or believe this was incorrectly cancelled, please call our YouDrive team on 0333 999 8911. ~Theo. Customer Care
“Hastings renewal quote increased by £500 because of a change of address, went from living in a busy city to a cottage in the country side, how does that make sense? My quote for 10 years no claims for a 1 litre qashqui was £1150!!! Been with Hastings for 9 years, clearly no customer loyalty there!”
Hello, I'm very sorry to read about the increase in price. I appreciate the frustration this would have caused. The postcode is a heavy rating factor on the policy and as a result, changing it can affect the premium. I regret that it didn't result in a cheaper cost on this occasion and I hope that you have since been able to find competitive cover for your vehicle.
If you need to discuss the price or need any documents sent to you, please give the team a call on 0333 321 9790so they can help you. ~Theo, Customer Care
Hello Daniel, I'm very sorry to read that you had had a poor experience during your renewal with us. I believe I responded to an earlier review on another platform and explained further there. If you wish to discuss the renewal or a new price, please contact the team by calling 0333 321 9790. I hope that you have since been able to find competitive cover for your vehicle. ~Theo, Customer Care
“Appalling Price Hike 70% in a day!
"Renewal date 30th June 2024" is the headline.
"if we don’t hear from you, your home insurance
will end on 29th June 2024." is in the text.
Tried calling 30th, lines overwhelmed so asked to call later, called later they had now closed. E-Mail sent straight away to say wanted to renew and will call back in the morning.
Called back in the morning to be told policy expired not willing to re-instate. Happy to take out new policy, of course they would be, starting today (so 2 day after expiring, 1 day after trying to contact them) Guess what.
£199 pounds (141%) MORE than last year and 70% more than the previous day renewal price which was already 40% up over last year.
Clearly Hasting Direct don't want my business.
Now waiting on a complaint decision but expecting them to simply hide behind the small print. (It was smaller then the Headline "Renewal date 30th June 2024") Morally corrupt in my opinion.”
Hello, I'm very sorry to see that you struggled to reach the call centre to discuss the policy's renewal and that the alternative price wasn't competitive. I can appreciate the frustration this would have caused.
I hope that you get a quick resolution to your complaint and that you have been able to find competitive cover for your home. ~Theo, Customer Care
