“car insurance renewal was nearly £200 dearer than the previous year, cannot find the cancel automatic renewal on line so after 40 minutes on line decided to phone after a wait and was put through to the house insurance line who then tried to get me to stay with them, back on hold again, gave up in the end waiting, very difficult to cancel on line or by phone.”
Hello Phil. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. Just so you know, the price we offer is based on the current details on the policy. We’re happy to look into this for you in case changes need to be made.
If you’d like us to help you further, please call our Renewals team on 0333 321 9674. Or you can email us on customersupport@hastingsdirect.com if you would like your renewal cancelled. Thanks again, ~Tamera. 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. ~ Beth, Customer Care.
Hello Pravin, 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. ~ Beth, Customer Care.
Hello Eva. Thanks for letting us know about this and we’re sorry you’re unhappy with the price we offered you. There are a few things that affect the price when we quote for a new policy or a change. Firstly, the quote is based on real-time pricing, which means it can rise and fall throughout the day as we update the risk-criteria based on new information. Secondly, we calculate the price of your policy based on various things, including your vehicle, address, drivers and personal details. This means we try and give our most accurate price using the information you give us at the time. If you’d like us to look into your quote, please call us on 0333 321 9801. You can find other ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Aadam. Customer Care
Hello Olufemi, 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. ~ Beth, Customer Care.
“I had a phone call with Jack today who helped talk me through what options were available to me when buying a new car on the same policy. He was very helpful and I will be staying with Admiral for the future.”
Hello Jack, 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. ~ Beth, Customer Care.
“"I am extremely dissatisfied with the handling of my claim. Every time I try to get in touch with you to locate and re-evaluate my car, your engineers are always too busy to help. Although my re-evaluation was supposed to take five working days, they still haven't had the time to do it. Furthermore, since the day of the accident, I haven't received a single call from your team."”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again, ~Aadam. Customer Care
“PLEASE AVOID THIS COMPANY
I have a no fault claim on my car. It was scratched along one side whilst parked. It only has 10k mileage. Hasting Direct said it would cost £6000 to repair it and decided it was a total loss. They offered me cash for the car but it would have left me £2500 out of pocket, as it was lower than it would cost to buy a like-for-like replacement car of same age/mileage.
When asked for a detailed breakdown of the £6000 repair bill estimate, they could not provide it and arranged for the car to be collected by Co-Part, a salvage company, stating this was to get a second estimate as to the repair costs. I refused collection by Co-Part and asked again for details of the first quote of repairs of £6000 on which they had originally judged the car to be a total loss. They cant produce this detail.
No-one would make a financial decision of this scale without seeing detailed workings out.
I am currently getting an independent body repair quote.
On top of this, I am entitled to a replacement car on my policy. When i was told two weeks after starting the claim i was not legally allowed to drive the car whilst a claim is being investigated, I then asked for a replacement vehicle, only to be told there is a 72 hour window after starting the claim to be offered a car and that had expired, so i was not entitled to a replacement vehicle. In the first 72 hours, I was NEVER offered a replacement car, nor was i ever told there was 72 hour window. Complete scam.
I have been dealing with the following list of HastingDirect Suppliers, all with their own emails and phone numbers: IRG, Enterprise, Co-Part, IMS. It has taken up ALOT of time from work and is still unresolved.
Insurance sector needs to be overhauled so it is fair, transparent and works for people.”
Hello. Thanks for letting us know about this – and we’re sorry to hear you’re unhappy with the price we gave you for your car. We use various valuation tools that help us give a fair market price for a vehicle. It’s unfortunate that your car’s value wasn’t as much as you were expecting.
Furthermore, we understand you’re unhappy we didn’t supply you with a courtesy car. Just to remind you, we’ll provide a courtesy car for the whole time your car is being repaired if you have a comprehensive policy or use one of our approved repairers. However, we don’t provide a courtesy car when your car is stolen, written off (also known as a total loss) or repairs aren't carried out by an approved repairer. We also won’t provide a courtesy car if you have a third party-only policy – this only covers the other driver in an accident. If you have a third party, fire and theft policy, there are times when we will offer you a courtesy car.
In addition, we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again, ~Aadam. Customer Care
“Non-fault accident and they increased the policy cost when I changed vehicle mid-way thru.
Penalised for having a non-fault accident. CSR said it was the underwriters blah blah blah. If you accept their offer to cancel, you'll get a requote but penalised upon renewal, or even refused because that's how they work.
Same vehicle same risk, more coin for them, not just a change but a cheeks-parted violation.
Date of experience: 06 February”
Hello. Thanks for letting us know about this and we're sorry you're unhappy that your claim affects your policy’s price. A non-fault claim is a rating factor on a policy as any incident, regardless of fault, can affect car insurance premiums. If you wish to discuss this further, please call us on 0333 321 9800.
In addition, we’re sorry you’re unhappy with the price we offered you to complete a change of vehicle. There are a few things that affect the price when we quote for a new policy or a change. Firstly, the quote is based on real-time pricing, which means it can rise and fall throughout the day as we update the risk-criteria based on new information. Secondly, we calculate the price of your policy based on various things, including your vehicle, address, drivers and personal details. This means we try and give our most accurate price using the information you give us at the time. If you’d like us to look into your quote, please call us on 0333 321 9801. You can find other ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Aadam. Customer Care
“We had a burglary
We had a burglary, door glass was broken and cupboard door hinge came off. The person who came to fix the door frame was asked to deal with the cupboard door hinge, despite him not being a carpenter. As a result in 5 days hinge came off. I called the company the relevant person was busy at that moment. One of the female staff member called me back and refused to speak to me that my number was not on the policy although my name was, and I dealt with the whole procedure from the time of the incident. All of a sudden they did not want to speak to me on my contact number. They called my husband and excused to mend the cupboard door! despite it being included in our insurance policy. Now as a result of not sorting it in time the whole door has come off.
My jewellery was also stolen, the company already decided on not to give the claim back on most of my jewellery items. But they asked for the photos of all the pieces of my lost jewellery( after deciding), they were my personal and private photos I would have never shared any if I knew they had no intentions of paying for these items. It is intruding in my private life knowingly with no right to do so.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received regarding your claim. 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, ~Aadam. 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
“Having now had to claim, your process is very porrly managed and a but confusing. Already had one complaint upheld and the claim is really dragging on with mixed info coming my way. It could hardly be aneasier claim. Just me involved, I hit a barrier in a car park, no weird circumstances. That's it. One to avoid it looks like. I dont live far from you so contemplating heqading your way ;)”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks ~ Jodie, Customer Care
“Thanks to Karim, he was very helpful and pleasant. A great ambassador for your company with the exceptional customer service skills. One of the primary reasons for renewing was how efficient the service was in addition to the competitive price point for value too. I would highly recommend. :)”
Hello Taibia, 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. ~ Tamera, Customer Care.
“I have been with Hastings since the very beginning when i passed my test 6 years ago, they have never treated me right and have constantly tried to rip me off each year but i stayed with them as they eventually offer me a fair renewal, after 3 years i decided i would buy a new car, current car is a 2013 Focus that Hastings charge me £690 for...decided i wanted a 1 series 2015 so nothing fancy i just like the look of them, instantly my quotes got denied and they wont quote me for a standard 1 series 2015...i am 5 months into my policy and only options i have is either keep my current car for 7 months then switch provider or leave Hastings and waste a years NCD and have to buy whole insurance and they also only offered me £200 back even though i'm only 5 months in...
Best part is even tesco will insure me! cheapest quote i have is from Admiral for £789 for a BMW when Hastings charge me £690 just for a standard Focus! safe to say i will be leaving and never returning back to Hastings! how they still have customers idfk...clearly are making assumptions and judgements about people and lumping everyone into one bracket....oh you want a 1 series? you must want to mod them and wrap them around a tree! as nobody your age can just buy a car they like!
Hastings website never works half the time, app hardly works, support are third world citizens who can't even understand English most of the time, safe to say i wont be coming back to Hastings and neither will my family and i hope they end up losing so many customers because the way they act is disgraceful! if i had gone ahead and bought a new car it would be sat on my drive unable to be insured as Hastings wont quote me for it even though they did a week ago! so if i had bought the car assuming Hastings will be fine as they've quoted me for BMWs before i would be in a right stressful mess, Hastings also told me even if they give you a quote they can deny it whenever they want, so if if i got a quote today for £600 and bought the car in say 3 days and went to insure it even though i got that quote 3 days before they can turn around and say sorry we wont insure you...see how messed up that is?
DO NOT USE THEM.”
Hello, I'm sorry to see we weren't able to offer you cover when you wanted to change your vehicle. When we work out the price of our policies, we consider various things, including your vehicle, address, drivers and personal details. In your case, it seems we can’t offer cover based on a combination of the above.
I'm very sorry to see that you have not been able to access the app or if you have received poor customer service from the advisors you have spoken to. If you do need to discuss your policy or need any documentation, please contact us at customersupport@hastingsdirect.com. I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
Hello Irmina, I'm sorry if you have not received the level of customer service you deserve. 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. ~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. ~ Tamera, Customer Care.
“Very good company been with them for over 2 years. Only reason why I left them was the cost was too high for the car insurance.
I would've stayed if the renewal was cheaper.”
Hello Saj, 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. ~ Tamera Dambrauskas, Customer Care.
“Disgusting service won't renew my car insurance .gave a list of poss reasons theft in my area type of car etc .of which none of these apply to me .they cant give me a quote based on these factors but then state they can't see the reason why not .this is a total disgrace they don't even know what they are doing .just refusing people for no reason.i enclose screen shot of there very words”
Hello,
I am really sorry to hear you’re unhappy we can’t offer you a quote for your renewal this year. We’re not given a specific reason why this is, it's just that none of our underwriters are returning a price for the same terms you had last year. This is an unusual situation but does occur from time to time. You don’t need to declare it when you get quotes elsewhere.
However, if you have noticed any of your current policy details are incorrect or need updating, it might mean we are able to give you a quote. Please give us a call on the relevant number below, and we’ll do everything we can to help.
The number to call
• Car or bike insurance: 0333 321 9790
• Van insurance: 0333 321 9752
• Home insurance: 0333 321 9681
Thanks again~Aadam. Customer Care
“What a discussing customer service. Took out a policy 3 weeks before my old policy with a different company ended. Hastings took the full premium then I read the reviews, mostly one star. 25th Jan I tried to cancel the policy engaged with not a very helpful person working from home. Unable to understand the accent. Rude in attitude which clearly indicates the company attitude to clients. Would only process my refund after the policy start date, however after a few words said she could do it as of today being 25 Jan 2024. Will not hold out much hope. A most despicable company”
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 ~ Cat, Customer Care
