Hi Sally,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We do ask that you read the terms before you buy the policy as we strive to make it clear what kind of policy this is and what is required from the customer. I regret that this wasn't seen and I hope that you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
“Cannot really comment on how good the company is to deal with if any problems occur as I have just joined this company hence the 4 stars given but their website was very easy to navigate and take out my new policy with them…… so far”
Hi Wendy,
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 Kerry,
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
“Competitive price and rated 5 star defacto. We had been happy with the initial set up and the ease of signing up.
We were unfortunate enough to have tiles displaced following a storm which resulted in rain water coming though the kitchen ceiling.
Home Emergency were great, they came out within the week and performed a temporary fix. They photographed the damage before and after and supplied a report to Hastings confirming tile displacement.
A month later, there was another leak following heavy winds and rain, we contacted Hastings and an appointment was made with a surveyor to conduct a video call to assess the damage. The surveyor asked lots of questions, zoomed in on relevant areas and photographed the displaced tiles. After a few days, we received confirmation that the claim was progressing. We were given the option of a cash settlement to find our own trades person to fix the damage, or to use a recommended trades person though Hastings. Thinking we would benefit from a recommended and reputable builder, we took the later option. This proved to be a big mistake and significant regret.
Taradale (Preston) were appointed. Their surveyor attended and was clearly not interested in doing the work. Rather than assessing the work required and pricing up the job, he made a cursory assessment (no ladder and didn't look around the tiles) and instead reported back that there was no evidence of storm damage (though he acknowledged tile displacement). Furthermore, this surveyor lied and reported back that the policy holder (myself) had stated Home Emergency did not observe displacement. This was untrue and contrary to the Home Emergency photos and report.
Based on this report, I was notified the claim was closed and the damage would not be covered. No rationale was given for this.
Following formal complaint (which was upheld) Hastings claim that the first surveyor should not have progressed the claim and apologised for the "confusion caused".
If you are fortunate enough to have a claim progress, take the settlement and do not use their cowboy contacts as Hastings will take any opportunity to avoid pay out.
It seems they have honest surveyors in house who make a valid assessment but that are over ruled by others to invalidate the claim. Lost all faith in Hastings as a result.
(17 years building insurance, 1st attempt to make a claim, very let down)
Avoid at all cost”
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 from ourselves or the approved repairer.
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. I hope that progress has since been made with regards to this being repaired.
I can see that the complaint you had was upheld but if you do want to take the complaint further in light of this experience, please contact us on 0333 999 8904 so we can help. ~Theo, 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
Hello,
Thank you for your review. I'm glad this was straightforward and we could offer you a competitive price. We appreciate you taking the time to share this with us. ~Theo, Social Media Team
Hi Tristan,
Thanks for your review, I'm very sorry that you haven't had a better experience with us.
We’d love to know more about 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 give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
Hello,
Thank you for choosing to insure with Hastings Direct this year despite the price not being the most competitive. We’re really pleased to have you with us and hope you have a great year ahead. ~ 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,
It’s great to hear you received the level of customer service you deserve. Thanks so much for taking the time to share your positive experience with us. ~ Theo, Social Media Team
Hi Garry,
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 Barry,
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 Scott,
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 Wendy,
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 Barry,
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 Sally,
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
“Hastings were best value when signing up and the onboarding process was fine. I had a non urgent issue when abroad and needed to make a change to my policy prior to its commencement. The response was not very helpful, with a chat function that someone replied to once a day. that’s not really a chat function, no quicker than email.”
Hello,
I'm glad we were able to offer you a competitive price this year. Thank you for choosing to insure with Hastings Direct, we really appreciate it. Going forward, if you need to discuss something urgently, you can also reach us on Facebook or X, @Hastingsdirect as an alternative to the chat. We'll do all we can to help you. ~ 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
