“This review is to do with renewals. Every time I'm with Hastings and it comes to renewals, I get the new cost, usually degrees higher than last year even though no claim made. So I look elsewhere, this year £150 cheaper than renewal cost. I then have to ring Hastings to cancel, wasting 1/2 to 1 hr on the phone only for them to then offer me a substantially reduced cost.
1: offer me your best price 1st , I might stay.
2: offer me the chance to cancel online, everything else is online why not cancel, this will stop me wasting up to a hour of time I could be doing something useful other than hanging on a phone at the behest of some call centre who the goes through the script. :-(”
Hi Pete,
So sorry to hear this. The renewal is based on the current details on the policy. We are always happy to look into your renewal premium as we know details can change within a policy year and see if we can get a competitive price with our panel of underwriters. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your myaccount, however when you are in your renewal stage you are not able to. If you need any further assistance, please contact us on 03333219801.
-Mariam
“It was not obvious from your advert that you do not insure over 75s without an extra premium up to 79. Your charges last year and are this year are OTT for those of us who have a clean licence and a good driving history. Lastly, We have NOT used
our cars very much this year due to LOCKDOWN/COVID. You have made no allowance for lack of use. I will not be insuring with you again. Advised friends and relatives to avoid Hastings.”
Hi Christine,
So sorry to hear this. If there is anything further we can improve on to make your experience better or further assist you, please contact us on 03333219801.
-Mariam
Hi Christopher,
So sorry you are having difficulties contacting us, we have been experiencing a high volume of calls. If you need assistance, please email us at socialmedia@hastingsdirect.com and we will be able to help.
-Mariam
Hi James,
So sorry to hear this. All of our call centres having English speaking agents. If you need any further assistance, please contact us on 03333219801.
-Mariam
Hi Sandy,
So sorry to hear this. I have issued a copy of your policy documents via post, you will receive them within 3-5 working days. I have also set your preferred delivery method to post too, so future communications from us, will be posted to you. Please read your documents carefully and contact us if anything is incorrect. If you need any further assistance, please contact us on 03333219801.
-Mariam
“Had a claim in March put in for a non fault claim and it’s still open, I got another car temporarily until I found another I wanted to keep. Went to put my private reg on and add my partner as a driver to be told I can’t make changes as the case is still an open claim, so it was a waste of £80 as I then had to remove the reg from the vehicle again. iv now found a vehicle i am interested in purchasing and I can’t get a quote for the same reasoning! So I’m stuck with a car I was temporarily using! Shambles”
“System not accepting log in been asked 5 times to change password still unable to get in . Tried on chat line and phone . all I want to know is If I want to put in a claim how many quotes do I need .... That simple ...but hard work... Going to finish before my frustrations get the better of me”
Hi Frank,
Sorry for the trouble you are experiencing with our app. For further assistance, please email us at mobileappsupport@hastingsdirect.com and we will be able to assist.
-Mariam
“Bought the policy but the screen refreshed to the please pay page, I received no confirmation email or documents for 24+hrs but it did all work out in end but very bad design.”
Hi there,
So sorry to hear you were experiencing difficulties using our website. We are glad to hear your policy has been taken out successfully. If you need any further assistance, please contact us on 03333219801.
-Mariam
“Hopeless, spent ages filling out a request for motor insurance on the app only to be told, ‘not able to quote via the app’. Had very little success with this app in the past.
Will probably change my home and motorcycle insurance.”
“The low score reflects my disappointment in not being able to purchase my insurance online. Unable to find my quote I was instructed even though when I phoned it was found.”
Hi Jonathan,
So sorry to hear about your experience. If there is anything further we can improve on to make your experience better or further assist you, please contact us on 03333219801.
-Mariam
“I am a new customer. On reading through my policy documents I found that I needed to contact the Customer Services team to discuss some things that I had found to be incorrect. I was informed by recorded message that you are currently too busy and advised to call back at another time. Even making allowances for the current Covid19 situation, this is less than impressive and does not fill me with confidence.”
Hi Janet,
So sorry you are having difficulties contacting us, we have been experiencing a high volume of calls. If you need assistance, please email us at socialmedia@hastingsdirect.com and we will be able to help.
-Mariam
“waiting times on phone to cancel policy way to long unable to cancel on line even though insurance company wish you to do things on line, cancelation fees to high will try not to use again hasting again”
Hi Roger,
So sorry to hear this. We have been experiencing a high volume of calls at the moment. Unfortunately, when a policy is terminated early, there is a £45 cancellation fee charge. Our fees are stated in your policy documents as well as our site prior to purchase but I do apologise if you weren't aware of this. We are sorry to hear that you will be leaving us but if you need any further assistance, please contact us on 03333219801.
-Mariam
“Up until now I have had no problem with Hastings. BUT, due to some personal problems this months payments for the TWO policies I have with them were declined, and so the fiasco begins. There seems to be no way other than telephone to contact them. Chat? where would the link be for that? My account? NO. So I guess I will have to wait until I am feeling better and do battle over the phone! The language used in the rather terse email sent because of the failed payments is somewhat berating, and a £12.00 charge when it's obvious that this customer must be having problems as there HAS NEVER been any problem before is INSULTING. Come on Hastings, try to make life a bit easier for this loyal customer.”
Hi Paul,
We are so sorry to hear this, we have been experiencing a high volume of calls at the moment. If you require further assistance, please email us at socialmedia@hastingsdirect.com and we will be able to assist.
-Mariam
“Awful customer service. Automated service has 100 million unnecessary options to go through before you are put on hold for an eternity. I had to do this twice as I couldn't get through the first time. Also, why ask me to input my policy number on the keypad if you're only going to ask me my policy number when I finally get through??? Cheap price for insurance but the customer service has really let this company down.”
Hi there,
So sorry to hear about your experience. We do provide several products, such as car, bike, van and home insurance, therefore we have to ensure our customers get through to the correct departments. The reason why we ask for the policy number again, is because we have to complete data protection with the caller to ensure business protocol is upheld.
-Mariam
“The tag won’t connect to my mobile, despite following all the directions given to set it up. It is very stressful and disappointing! I have tried many times, even under the direction of your staff. It seems to be a problem with your device!!”
Hi there,
We are so sorry to hear about your experience. We have contacted our technical team, who will be in contact with you soon to further assist in this matter.
-Mariam
Hi there,
So sorry to hear this. There is a £20.00 non-refundable arrangement fee that is charged when a policy is taken out with us. All our fees are in our terms and conditions prior to purchase and in our documents. If you need any further assistance, please contact us on 03333219801.
-Mariam
“Unable to speak to anyone, I want to cancel the renewal they have sent me through.
When I phone they say wait until at least one hour.
I do not drive my car anymore, and I am on Pay As You Go mobile phone, I cannot sit there for a bloody hour watching my credit disappear.
If I do not get through and they renew my car insurance I will take them to County Court, this is ridiculous.
I suppose they will say "oh it's covid blah blah blah"
So put a button on my account to stop the renewal, yes I know I can turn it off before I get the renewal, but I have the renewal now.
Too bloody late .co .uk”
Hi Stephen,
So sorry to hear this. We have been experiencing a high volume of calls at the moment. Please email us at socialmedia@hastingsdirect.com with your details and we will be able to assist.
-Mariam
“I have already done this, but will write again. I already had a policy with Hastings (and was a former shareholder). I found it impossible to take advantage of having 2 cars insured with Hastings. Telephone calls got me nowhere. You now insure both my cars and feel I should have received a more competitive quotation for the second car if I had been able to navigate your very complicated website. All in all I was unimpressed.”
HI Simon,
I apologise for any frustration caused when attempting to add a second vehicle to your policy. Unfortunately we cannot override the prices given as these are generated by your underwriter based on a number of their rating factors.
-Melissa
