“My previous insurer wanted double the renewal price from last year so went on a comparison site and found Hastings direct was a very competitive price for the same cover at only a few pounds more than I paid last year so it was a no brainer to insure with them”
“Absolutely disgusted with the "service", I reported an "incident" where I had been hit by another driver. I stated that I wouldn't be making a claim. The other driver's insurance company sent me a letter accepting liability.
I was told by one advisor that the other company had denied liability.
Despite me not making a claim (scuffed paint on my door handles), they decided to mark my vehicle as a "total loss claim".
Over 8 hours of telephone calls, to get this corrected. I am autistic, and have reasonable adjustments in place which they have agreed to, stating that they will allow me time to express myself without interrupting. They all chose not to do this, despite me reminding them numerous times on the phone calls.
I have now spent over 11 hours on the phone to them, dealing with this complaint.
Their response, quoted directly from the phone call "I'm sorry that you've made a complaint", "I'm sorry for the way you interpreted this", and "I'm sorry that's your impression". So they're basically telling me they've done nothing wrong, and it's all down to my impression and interpretation.
I will never use this company again. None of the staff I spoke to have even the slightest clue on neurodivervence.”
Hello,
Thanks for your review, we’re sorry to read about the poor experience you had during this claim and to see that you didn't get the customer service you needed.
Providing our customers with the best possible experience is always our top priority especially when it comes to making a claim, so we regret that you didn't receive this and that you had to raise a complaint.
You review has been added to the complaint and the handler notified of this as they do not have access to this platform. I'm very sorry if the required accommodations have not been made for you and I hope that this improves as the complaint progresses. We also hope this can be resolved soon.
If you are unhappy with the outcome of the complaint once it has been resolved, you can escalate this further with the Financial Ombudsman. Information on how to do this will be sent to you but please let us know if you have any questions surrounding this process. ~Theo, Social Media Team
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Christopher,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Melvyn,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Evelyn,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Henry,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Riyaz,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
