“I recently had an accident that wasn't my fault.So I cancelled my policy as I wasn't sure when I was getting another car. Once I got another car I took out a new policy to which I was charged close too an extra £350 to what my previous policy was, even though I have protected no claims. So I feel like I'm being penalised for having an accident that wasn't my fault. But it's not just your company it's all companies.”
Hello Scott, I can appreciate the frustration this can cause. Unfortunately, non fault claims do affect the price of your insurance as it is a part of your driving history and that is considered when a price is determined. The protected no claims ensures that you do not lose the no claims you have earnt if you have a fault claim. I'm sorry it doesn't reduce the impact a claim has on the premium. ~Theo
“I needed insurance that day for collecting a new car - the Hastings system was down so I was advised to try through a comparison site - which I did.
I had been offered a refund of my cancellation fee for my previous Hastings car insurance if rebooked direct. I emailed Hastings explaining the fault on their system meant I couldn’t go direct. To date I have had no reply or refund - NOT HAPPY!”
Hi there, we're sorry to hear that. If you would like us to look into your refund, please DM us through Twitter or Facebook. Alternatively, please call our customer service team on 0333 321 9801. ~ Jodie
“Well my home insurance went three’ll however my car insurance was a nightmare because you didn’t generate a renewal email I had to go through a new business deal although it was a great price I got and I’m very happy with and the service I have always had I was on the phone over and hour then when the paperwork came out it was wrong so I had to ring up and change that then the gentleman was on a bout my first initial problem so I was on the phone another 45 minutes but all sorted now I suppose things can’t go right all the time but I wouldn’t change my insurance company thanks hope this heps”
Hello, I'm sorry to see that you didn't have the best experience during your renewal and this took so long to resolve. I'm glad it it since has been and thank you for choosing to renew with Hastings Direct. Going forward, you can speak to us via email at socialmedia@hastingsdirect.com if you need any further assistance. ~Theo
“Pretty straightforward. The only thing a bit annoying was I paid for my policy a week or so before but I couldn't download the certificate until the day the policy started.”
Hi Scott,
I'm pleased to hear you found the process straightforward. I'm sorry for any inconvenience caused by the delay in receiving your documents and hope this has since been resolved.
~Lillie
“I was told that the policy was identical to the previous one, but when I checked with the old one which was Hastings Direct, my new one is Hastings Essential, not giving me the same cover as previous.”
Hello Assunta, I'm very sorry to read about this. If you are not covered for everything you need to be covered for on your current policy, please contact the Customer Service Department on 0333 321 9801 so they can take a look at the options available to you. You can also contact us on socialmedia@hastingsdirect.com if you need to discuss this further. ~Theo
“Took forever waited two hours for a promised call back!! Liam was lovely though and happy with cost. I did ask for a paper copy which apparently was ticked - still not received perhaps you could sort this ASAP!!”
Hello Janet, we're glad that you were able to get the help that you needed. The documents have been posted to you as requested. Please expect this in the next 7-10 working days. ~Theo
“My partner had 5 no-fault claims. On four of these occasions he was not even driving, as he is a driving intructor and it was his students who were driving the car. This should not affect the insurance premium and yet it increased by £1000. I was unable to explain this to the underwriter and the Hastings telephone representative did not understand.”
Hello Wendy, thank you for sharing your review. I'm afraid that non-fault claims can also affect the price of the cover and determine whether cover can be offered to customers. I'm sorry that we couldn't offer your partner a more competitive price on this occasion. ~Theo
“wished to cancel policy with in 14 days to recieve cash back from top cashback . i was going to re order again after but was told i would have to pay £20 fee so i did not bother”
Hello, I appreciate the frustration the fee can cause. Hastings Direct does strive to disclose all fees before the policy is purchased online or on the phone. I'm sorry if this wasn't seen and has come as a surprise as a result. ~Theo
“I spoke to a young lady, as I was unclear about using the website. She wasn't particularly helpful with regard to my technical failings or knowledgeable. I'm waiting to receive my documents through the post.”
Hello, I'm sorry if you didn't the receive the level of customer service you deserved. The documents have been posted to you and will arrive in the next 7-10 workings days. I hope that your experience with us improves as the policy progresses. ~Theo
“I received a quote of aprox. £207.00 but now I see Ive been charged £230.00. was there a reason ? also it said there would be 10% discount as I already had an Hastings account (car) No sign of that either. Im still waiting for my documents.”
Hello James, I'm very sorry to read about the experience you've had. Concerning the discount, please contact our Customer Service Department on 0333 321 9682 so that they can take a look at this for you. Looking at the policy, the documents have been emailed to you in line with the document delivery method on the policy. If you would like this posted, please inform the advisors when you call so they can send these to you in the post also. ~Theo
Hello, I'm sorry to read about this. I have sent the documents in the post. Please expect them in the next 7-10 working days. Thank you for taking the time to leave a review and for choosing to insure with Hastings Direct. ~Theo
Hi Oliver, we understand that sometimes road speeds may change and show incorrectly – please help us by continuing to dispute these if you identify them, so we can look into updating them. It’s ok if your score doesn’t remain at 100, we just need it to stay above 30. Please give us a call on 0333 999 8911 if you need to discuss any of your driving data. ~ Jas
“Hi - I was a previous customer of Hastings prior to establishing this contract - you’ve always been a great provider and by far offer the best value for money for my needs. However, while I was planning to let my policy auto renew my debit card had expired. You did try to contact me via email but it went to junk resulting in a lapse of cover. This was not helped by the postal strikes delaying the closure of policy letter. If your phone operatives are based in Peterborough then I did receive calls - but I always screen so you need to leave messages for urgent info like this. Thanks. P H Davis.”
Hi Peter, I'm very sorry to read about the poor experience you've had. I can appreciate the frustration and inconvenience this would have caused. If you wish to raise a complaint concerning this, please visit: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. ~ Jas
“I have nothing much to comment on, h2mce the neutral rating.
All companies are efficient at taking your money, so getting the insurance sorted, was no problem. The price was very competitive, but the proof of sefcie is when you need them. Hopefully, I won't need to find out”
Hi Rodney,
I can see your documents were generated to your MyAccount via email on the 31st October. I apologise if these haven't been received. If you wish for another copy or a paper copy to be sent, please let us know at socialmedia@hastingsdirect.com.
~Lillie
