Hi Quintin!
Thanks for your review.
I understand you've only just got the insurance, but we’d love to know why you gave the rating you did and if there’s anything we can do to help you. If you need help with anything, please send us a message on Facebook, or X (formerly Twitter).
Thanks,
Brendon, Social Media Team
“I personally don’t like that fact that at the age of 24 I’m having to use a black box. However what discourages me even more is that on my first drive I had 1 single fault on my drive (which was harsh braking no fault to my own) and immediately my score went down to 40 out of 100 on the score system. This wouldn’t be a problem. However it states in the terms my policy could be cancelled if it goes under 30. I really don’t like this feature as it puts way too much pressure on the driver from the get go.”
Hi Callum,
Thanks for your review, we’re sorry to hear you’re having trouble with your driving score.
By going into your ‘Individual trips’ in the app, you can see the time and location of your trips and, what might have affected your driving score. It could be a number of reasons, such as accelerating harshly, driving above the speed limit or using your phone while driving.
If you’d like to discuss your score in more detail, please give our YouDrive team a call on 0333 999 8911.
Please note that our telematics insurance YouDrive is for any driver, we do not have an age limit, and offer this insurance to anyone that would like to have their driving monitored and see how well they do.
Thanks,
Nicole, 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
Hi Perry,
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 Alastair,
Thanks for your review, we’re sorry you’re having issues trying to get your documents.
You should be able to view and download your policy documents by logging in to the app or browser and clicking ‘Documents’. Please wait up to 2 minutes for your selected document to load and if you’ve recently taken out a policy with us or made a change to your policy, it may take up to 24 hours for any documents to come through.
If this doesn’t work, send us a message via Facebook or X (formerly Twitter) and we can try to help you further.
Thanks,
Nicole, Social Media Team
Hi Urszula,
Thanks for your review.
We’d love to know why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review.
We’d love to know why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
“Although you suggest using your app, some people are not up to date with modern technology. Also I have had to look on line for the tele no of the RAC, I couldn’t find it in your paperwork that was sent to me.”
Hello,
Thank you for your review, we're sorry that you didn't have the best experience with us. If you would rather receive your documents in the post or contact us to make changes to the policy, you can call 0333 321 9801 or email customersupport@hastingsdirect.com.
You can also find a list of other helpful numbers here by clicking on the relevant link: https://www.hastingsdirect.com/help/ ~Theo, Social Media Team
Hello, thank you for your feedback and for choosing to insure with Hastings Direct this year. If you need any help with your policy, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. ~Theo. Customer Care
Hello, thank you for leaving a review with us. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Theo. Customer Care
“Hastings service is good. Great app, good and thorough agents on the phone… but the renewal was considerably higher than another quote. It’s not that I don’t usually renew with the same insurer, but until quoted renewal prices are aligned with new policies moving is the obvious option. It’s an industry issue not just Hastings but the first company come up with a new strategy will see loyalty increase.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the price of renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. With online quotes, your information is usually more up to date – this is often the reason for the more competitive price. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. Thanks again, ~Aadam. Customer Care
Hello Daniel. Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know. You can find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook. Thanks again ~ Cat, Customer Care
Hello Susan. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“Finally managed to get the phone answered. New customer who attempted to buy policy online and found their website got stuck on the payment page. Waited 10 minutes to see if it would finally give proof of policy purchase, but in the end I had to call. Quite a long wait for an answer (working from home perhaps?) but finally managed to get through and made the payment on the phone as the website wasn't working. Later noticed an extra charge of £12.50 for using the telephone to make the payment! You couldn't make it up . . . just hoping that everything works from now on . . .”
Hello, we’re sorry you’re unhappy you were charged a fee. We ask you to pay this contact centre fee when you buy a policy over the phone rather than online. It covers the costs of setting up your policy, including updating our systems, creating and sending documents and updating the Motor Insurance Database (this is the central record of all insured vehicles in the UK). We make all our fees clear before you buy a policy from us. They’re also clearly stated in our terms and conditions. We apologise if you weren’t aware of this. If you need any further help, please visit www.hastingsdirect.com/help. Thanks again, ~Theo. Customer Care
Hello,
Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know.
How to get in touch
You’ll find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook.
Thanks ~ Vicky
Hello. Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know. You can find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook. Thanks again~ Cat, Customer Care
“Thought it was a bit bizarre that when I took out a new motor insurance policy with you, you didn't cancel the old one that ended the following day, and even tried to take the money for it from my credit card. Surely a programmer could write a bit of code in your portal that will link, or at least flag up, all the activities within one account, so a basic situation like this can't occur”
Hello,
Thanks for letting us know about this and we’re sorry you’re unhappy that your old policy was not cancelled.
We thank you for your feedback and will take this on board.
We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please:
• Call 0333 321 9801.
• You can also find more ways to contact us at www.hastingsdirect.com/help
Thanks ~ Vicky
Hello,
Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know.
How to get in touch
You’ll find various ways to contact us at www.hastingsdirect.com/help.
Thanks ~ Vicky
Hello Valery, we're sorry to hear this. When we offer quotes for a new policy, the quote is based on real time pricing which can fluctuate throughout the day, as underwriters update their risk criteria based on new information all the time. This means we give our best and most accurate price using the information you give us at the time. I am sorry this did not work out favourably for you on this occasion. Thanks ~ Jodie
