“Hastings Direct have got 1 star - there's no option to leave 0. Atrocious behaviour - have just cancelled my daughter's insurance after 3 months of being insured - asking questions about her profession and because her profession isn't 'covered' they've just cancelled it (surely this should have been raised at the outset) and now she is being penalised due to their muck up! Furthermore they have taken half the money for the full year despite only being insured for 3 months. The staff member's attitude was also disgusting - not interested in helping and revelled in the fact she was going to cancel. Complaint is going in and if not sorted, going on social media to 1M followers”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy we checked your policy. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We sometimes need the information to make sure an insurance policy is valid and fit for purpose. Also, if you need more time to send us the documents we’ve asked for, it’s not a problem – just call us about this or any other question you have on 0333 321 9757. Thanks again, ~Nicole. Customer Care
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. 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 or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Nicole. Customer Care
“FJ at hasting direct is a great credit to your company. I taken out insurance for my dad online, there was some issues policy cancelled as dad didnt respond to information request genuine mistake. but FJ went above and beyond to help us sort it out today policy sorted within 24 hours FJ helped my dad whos a pensioner and stopped any further stress. Thank you FJ at Hastings Direct đź‘Ťđź‘Ťđź‘Ťđź‘Ť”
Hello. Thanks for letting us know about this and we’re sorry we took longer than expected to answer your call. We know it can be frustrating having to wait, so we always try to take our customers’ calls as soon as possible. If you’d still like our help, please get in touch with us on X (formerly Twitter) @HastingsDirect or Facebook. Or at www.hastingsdirect.com/help where you can find other ways to contact us. You can also make a payment on your My Account. Thanks again, ~Nicole. Customer Care
“I received my renewal of ÂŁ450. up ÂŁ150 from last year, when i done an online search i was quoted ÂŁ295 when i contacted Hastings they said the price given by them was final and they couldn't get near that price. so i tole the member of staff i wouldn't be renewing with them and to cancel the automatic renewal. he told me that had been done. at 10min to one in the morning they tried to take payment, thank goodness for chase bank, any payment over the internet they contact the customer to get the payment authorized, so i declined the payment and now want ÂŁ20 from me. you cant stop the automatic renewal from the app. the link is there but it doesn't work if you click on the link you get a white screen. so it looks like customers are being ripped off for incompetent staff of its a policy to rip off despondent customers, so they don't just rip people by over charging for the renewal but rip you off if you don't accept it, it also seems they conveniently don't have any record of the 2 phone calls made.”
Hello and thanks for letting us know about this. If you contacted us before the renewal date to cancel your policy, we need to see evidence of this. Please send it to customersupport@hastingsdirect.com and we’ll then look into this issue for you. Thanks again, ~Nicole. Customer Care
“I have been trying to get through to speak to a human for several days to advise Hastings that I do not have the car I insured with them any longer. I do not need an insurance policy any longer. When you call, you cannot speak to anyone as you are always on hold. I even tried to log onto my online account to cancel the policy and you do not have the option to cancel. The only option you have to to call a number that nobody answers. Hastings have today taken ÂŁ401.75 off my credit card for a car I do not have any longer. When you surrender your card details over the phone you expect to be informed when a payment to taken. You should not take money off people without their consent. This type of sales tactics is disgusting. Hasting Direct...You should be ashamed of yourselves. "I want my money back, you are thieves."”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy that your policy has automatically renewed. The law says any car on the road must be insured. To be certain our customers stay insured on their renewal date, we automatically renew their policies – that’s unless customers tell us not to renew. You can read about automatic renewal in your terms and conditions – you’ll also find it mentioned in your renewal documents, along with the steps you can take to stop automatically renewing. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. Thanks again, ~Nicole Customer Care
“Auto renewed policy which was cancelled on the same day. Apparently they had no record of my call to cancel my auto renewal. Refund arranged but was ÂŁ20 short. Given 3 different reasons for charge, call centre fee for ringing the call centre with an online policy, policy set up fee for the policy I cancelled and then a cancellation fee!! Clueless. Would never use them again. Happened to listen to the call centre after the call had ended because they forgot to end the call. Sounded like a party. Very unprofessional. Very poor customer service. Avoid. I have asked for a copy of the recording of my call to clarify that i was lied to by the advisor. Let’s see how that goes!”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. 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 or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Nicole. Customer Care
“My deal was coming to an end and they auto renewed, I rung them the day it came out of my account and said I had already found a better quote (saving ÂŁ200) they refunded me but kept ÂŁ20. Disgusting.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy that your policy has automatically renewed. The law says any car on the road must be insured. To be certain our customers stay insured on their renewal date, we automatically renew their policies – that’s unless customers tell us not to renew. You can read about automatic renewal in your terms and conditions – you’ll also find it mentioned in your renewal documents, along with the steps you can take to stop automatically renewing. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. Thanks again, ~Nicole. Customer Care
“Tried ringing for the previous 7 days because I wanted to cancel my car insurance renewal. Only 1 time did I actually get through and after 15 minutes of being put on hold and passed around between 3 people, they cut me off. My renewal has now gone through so I'm paying for insurance I don't want or need & I'd imagine if I do ever get through to somebody that can actually be helpful for once, they'll expect a charge to cancel the insurance. Absolute joke and will be seeking advice unless this is rectified professionally & correctly.”
Hello, I'm very sorry to see that you struggled to reach the call centre and get the help that you need. If you still need help with this, you can email customersupport@hastingsdirect.com as an alternative to the phone. You can also send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. We'll do all we can to help you. ~Theo, Customer Care
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, 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. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks again, ~Nicole. Customer Care
“Hastings incorrectly collated my information from Compare the Market.com and then charged me ÂŁ40 for cancelling when I noticed this mistake. Have asked for a refund but this has not been given. Went with another company for my car insurance as Hastings lost my trust.”
Hello Megan, I'm sorry to read about this and to see that you had such a poor experience with us. Looking at the policy, the refund due back to you was sent on the 14th of March 2024. Please contact us at customersupport@hastingsdirect.com if this hasn't arrived.
We do all we can to make our fees clear before you buy a policy from us, and they’re stated in our terms and conditions. We apologise if you weren't aware of this. I hope that you have since been able to find suitable cover for your vehicle. ~Theo. Customer Care
“Awful awful awful. Doubled my insurance at renewal even though no claims or points. Tried to cancel from renewal spent over 4 hours waiting in phone queues before they eventually hung up as said they didn`t believe i was the policy holder. Emailed them direct to complain and cancel but heard nothing. Eventually received email to confirm my policy was being cancelled at renewal and guess what...automatically renewed. Went straight back on to webchat who eventually said I had to speak to renewals team so now waiting probably another 4 hours to speak to them only to be told they don`t believe I`m me. If you want to keep your money in your account then best not insure through Hastings Direct. Awful. -20 out of 10.”
Hello Sam, I'm very sorry for the poor experience you've had throughout your renewal with us and if you have not heard back concerning your complaint. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/.
I hope that you have since been able to get the help you need. If not, you can email us at customersupport@hastingsdirect.com as an alternative to the phone. Our advisors there would be happy to help you. I hope that you have since been able to find suitable cover for your vehicle. ~Theo. Customer Care
“I have never made a claim.in my 65 years of driving never had a accident also I was a coach driver for. 22,years and I was a police community road watch officer
I have just been told my insurance is going up by double.i think it's disgusting.i class this as daylight robbery.my son in law drives a honda crv and his has gone down.ÂŁ535 he pays.”
Hello Roy, I'm very sorry to see that we were unable to offer you a competitive price this year. 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. ~Theo. Customer Care
Hello, I can appreciate the confusion this can cause. To work out the price of our policies or if cover can be provided, we consider your vehicle, address, drivers and personal details against the underwriter's acceptance criteria. Please note the criteria and the risk that can be accepted is subject to change. In this case, it seems we can’t offer cover based on a combination of the above, and I’m sorry this is the case. I hope that you are able to find suitable cover for your vehicle soon. ~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
“Don't use this company if you are considering using telematics. If there are any issues with the technology and they can't find the problem - you risk having your insurance cancelled. Try explaining that to future insurers. It may turn out out to be a very expensive mistake”
Hello, I'm sorry that you've had a poor experience while insured on your telematics policy. We cancel a policy when a term or condition for your insurance hasn’t been met. If you are having any issues with the device, please contact the team, especially if you receive a document to say the policy runs the risk of being cancelled. You can speak to them on 0333 999 8911 and they would be happy to help. ~Theo. Customer Care
“Worse insurance company i have ever come across!
1. They don’t listen
2.They make up the rules as they go along
3.Customer service is TERRIBLE they put the phone down on you
4. They take random payments out…I have paid over £200 in one month
5.Im suprised they don’t charge customers for breathing..they charge for everything else!!!”
Hello, I'm very sorry to see that you have had such a poor experience with us. If you need any help with your policy, please let us know. You can email us at customersupport@hastingsdirect.com, ~Theo. Customer Care
“Avoid this company. I took out a policy and then about 2 months later they claimed that the information I provided around my no claims discount was incorrect and they’d be putting my premium up by over ÂŁ400!
So I had to rush around getting my no claims information from previous insurers. When I called to enquire about this, the call handler was stating what was on her screen about my history, so already had the information!
This seems to be an exploitative move by Hastings Direct. There will be people out there who maybe are away or the email went to their junk folder who will get a price increase.
I’m waiting for my complaint to be resolved.
I would not recommend that anyone uses them.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy we checked your policy. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We sometimes need the information to make sure an insurance policy is valid and fit for purpose. Also, if you need more time to send us the documents we’ve asked for, it’s not a problem – just call us about this or any other question you have on 0333 321 9757. Thanks again, ~Nicole. Customer Care
