“Problem on paperwork, impossible to speak to anyone, help on internet did not allow me to state my problem. Telephone, listen to a very long speil and then told no calls being taken, ring back later. When? Would the same thing happen. By the way, on the schedule my wife’s dob shown as 1940 is 1944.
However the price was right but to take payment a number of days before cover commenced bit off I thought, I”
Hi Ernest,
I apologise for any frustration caused. We are experiencing high volumes of calls at this time and our advisors are doing their best to assist. The payment is taken on the day the quote is received, this is due to our underwriters working on a live pricing system to which the prices change on a day to day basis. You can reach our customer service team on 0333 321 9801 for further assistance.
-Melissa
“I am a new customer, set up a new policy on Friday. You took 2 payments from my credit card when setting up the policy. I have been trying to call you to get a refund for the 2nd payment but you are not taking calls from any customer (new or existing). Really not happy hastings direct!”
Hi Donna,
I apologise for any frustration caused. Please contact us at socialmedia@hastingsdirect.com with your policy details? We can look into this for you.
-Melissa
“It was nightmare trying to contact you by telephone when I finally got hold of someone she completed the policy ok but she could not take my payment and was passed from pillar to post and was eventually told to “ just go onto Hasting Direct put in a reference number she gave and I could make the payment, I then went on your chat line and was given a number to call which was the wrong department he put me back through to the person who instructed me to go online as soon as I said I spoken to she just transferred without any apology, thankfully the person I was transferred to took my payment and informed me I could not make a payment online for a policy taken over the telephone”
Hi Joseph,
I apologise for any frustration caused. A number of our colleagues remain to be working from home and are doing their best to assist with all customer queries.
-Melissa
“Don't bother with Hastings Direct insurance they are awful they charged me extra for not completing my year insurance with them when I'm paying monthly so have payed what I've used and then they got it wrong and over charged that amount! I've spent over an hour alone waiting for them to answer the phone between my two calls to sort out this mess.”
Hi Kat, there is a £45.00 cancellation fee included when cancelling mid-term and this is stated on your policy documents as well as our site. If paying monthly, we pay the full years premium to the Underwriter and you pay us back, so any time on cover unpaid will still be owed. I apologise if you weren't aware of this and for any inconvenience caused. -Lillie
“Had many good years but when it comes to renewal they always up my premium this year tho I can't get to chat to anyone on the phone which I was told I couldn't go no further online till.i called them so I tried and then gave up so I got a much cheaper insurance on go.compare only to them recieve an email they had renewed my policy.now I'm.stuck with 2 policies”
HI David,
I apologise for any frustration caused. The system does not recognise when a new policy has been accepted on a vehicle we already have cover on. Please contact us at socialmedia@hastingsdirect.com and we will do our best to assist.
-Melissa
“Wording on documents was contradictory and even when I eventually spoke to a staff member the information had to be checked out. It took an extortionate amount of time to get through to your offices, when I did and received an answer to be query and had terminated the call, there were difficulties with your online payments and I had to contact them for a second time. Really not good enough.”
Hi Beverley,
I'm sorry to hear you were unhappy with the service and I hope you've since managed to resolve these issues. Please can you get in touch by emailing socialmedia@hastingsdirect.com if you have any further questions and we'll do all we can to help.
~Elle
“Found a quote online, which then I went onto complete. Then I had a error message at the end of the process, so I contacted customer services who assured me that the policy had gone through and I should receive my documents in 24 hours. I did not receive the documents, so I contacted customer services and, after holding for a long time, that for some reason the policy had not been activated and that I would have get another quote. After this mess up, I went online and got a quote with another company. Then, a day or so later, I received the policy documents from Hastings! So I cancelled the other policy and went with Hastings as I had used them before.
The next day I received another email stating that for some reason my direct debit details had not been recorded. So I called customer services again, who assured me that this was sent in error. A few days pass and I receive a letter from Hastings telling me there was a problem with my direct debit details and my policy would be cancelled if I did not resolve this. I called up, after waiting a long time again, and finally resolved this issue, and said that somehow since my last call the DD details had disappeared from the system! This has been a very painfully annoying process.”
Hello,
I'm sorry to hear you were unhappy with the service. I hope this has since been resolved but please email socialmedia@hastingsdirect.com should you have any questions.
~Elle
“Almost impossible for anyone who works to get hold of them. I have been trying for over a week but because I don’t get home until 5ish they keep telling me that they have an unusually high number of callers so are not accepting any new calls so to try again another day. Unfortunately I don’t think I will renew next time.”
Hi Mandi,
I apologise for any frustration caused. We are experiencing high volumes of calls at this time and our advisors are doing their best to assist with all calls. If there is anything we can do to assist you can contact us at socialmedia@hastingsdirect.com
-Melissa
“You need to phone to discuss renewals but difficult to get through. Spent almost 45 minutes to arrange new policy but my auto renewal wasn't cancelled so had to spend another 30 minutes to resolve the next day.”
Hello Anne,
I'm very sorry to read that you've had such a poor experience and I hope that this has now been resolved for you. If you do need any help with your policy going forward, you can speak to us on Facebook as an alternative to the phone. You can also reach us at socialmedia@hastingsdirect.com.
~Theo
“I am not able to access your driving in the hasting direct app. I have contacted through email and it has been more than 3 days. The issues has not been fixed yet.”
Hi,
I apologise for any inconvenience caused. Please contact us at socialmedia@hastingsdirect.com with your policy details? We will request someone looks into this for you.
-Melissa
Hi Howard,
I'm sorry to hear this. Please log into your MyAccount and you can retrieve them there! If you experience any issues, please email socialmedia@hastingsdirect.com.
~Elle
“Have bought a new car and have set up insurance with you. My old car insurance still continued, but my son has it now and has insured with your company.I would like to cancel my insurance, but am getting nowhere today. Can’t cancel it anywhere, on line phone etc will remove all our insurance as within timeline if I don’t get a response.”
Hi Mandy,
I apologise for any frustration caused. Our customer service team can be reached on 0333 321 9801 Mon-Fri 9am-6pm and weekends 9am-1pm. Alternatively, you can contact us at socialmedia@hastingsdirect.com.
-Melissa
“After repeated request for printed policy and road side assistance documents I continue to get email requiring allowing intrusive access to my phone.”
Hello,
I'm sorry to read about this. If you still need these documents, please email us at socialmedia@hastingsdirect.com with your policy reference. We can chase this or arrange for them to be posted to you.
~Theo
“Tried to e-mail them to advise I was starting new policy with Hastings Premier from renewal date, but auto email advises to contact by telephone - which would cost.”
Hi William,
I'm sorry to hear you were unhappy with this. We do not charge for phone calls but your phone provider may, please email our team on socialmedia@hastingsdirect.com or call 0333 321 9790.
~Elle
“I asked for a post of the documents for the car and have never received them. If you wish to telephone then the price per minute is extortionate. Will not go with this company again. Take into account I have requested these documents three times.”
Hi Christine, I apologise for any delay. I can see the documents were posted on the 7th April 2021, these normally take 7-10 working days for you to receive. If you've still not got them within this time, please let us know on socialmedia@hastingsdirect.com. ~Lillie
“Insurance policy coming to an end and no reminder & cost forthcoming I renewed on line. Contacted you via phone to confirm and informed policy would be cancelled, then renewed again. Policy was cancelled and money returned to my account then same amount taken out of my account and policy reinstated. What a time consuming exercise and poor business practise.
Why not send out a policy reminder a week prior to inform customer of any adjustments and loyalty appreciated ?”
Hi Robert, your renewal quote is both emailed and posted 14-28 days prior to the renewal date. If you then contact us to either match the price to your online quote or lapse the renewal, this will avoid two policies being in place and one needing to be cancelled. I apologise for any inconvenience or frustration caused by this matter. ~Lillie
Hi Wilfred, if you're unable to get through to us on 0333 321 9801, you can contact us via live chat on our site or email of socialmedia@hastingsdirect.com. ~Lillie
