Hi Jacqueline,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Kirsty,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Kerry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Kirsty,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Online application was very quick and clear. Unfortnately, interactions with customer call handlers was not. I called to ask about installing a key safe to understand if it would invalidate my policy or if there were specific brands or models that could be used. I was asked where I wanted to install (irrelevant at this point) and which model I wanted to install (irrelevant, i needed info). Call handling was lazy so I gave up
Phoning back to try again, better help was given but underwriters words were misconveyed by the call hander. Advised I should get the key safe manufacturer to install it for me. I questioned this, asking if they meant a professional. "It probably does, so do that and get it recorded". This is insurance, so "probably" is not good enough. I had to push the operator to go back to the underwriter to find out if a professional was needed. On coming back, the operator admitted their mistake and described that the key safe needed to be installed as per manufacturer instructions and in an out of view location.
Given this basic experience of asking a question to clarify, I am considering cancelling my policy as I do not have confidence in Hastings Direct to give me a good customer experience in the event of needing to make a claim”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the miscommunication and information given. We do apologise for this.
Feedback is really important to us, so if you'd like us to forward this on to the relevant colleague and their leader, please get in touch via Facebook or X (formerly Twitter).
Alternatively, If you want to make a complaint, please fill out our online form found on our website or, give us a call on 0333 999 8904. Once we’ve logged your complaint, we’ll be in touch with you within five working days.
Thanks,
Brendon,, Social Media Team
Hi Gareth,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Aishwarya!
Thanks for your review. We’re sorry to hear we weren’t able to provide cover for your temporary vehicle.
We do cover for temporary vehicles on the insurance, however we may not be able to cover the vehicle you’ve run the quote for on the policy. This may be due to the details of the vehicle, and the risks associated with them.
Each decision is separate, so if you want to add a temporary car in the future, we may be able to provide cover for it. You can run a quote for this in the app or MyAccount, and you'll be able to check if we’d be able to insure it on the policy.
If you have any questions or queries about this, please reach out to us via Facebook or X (formerly Twitter).
Thanks,
Brendon, Social Media Team
Hi Henry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Sheryar,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Hastings box insured me for less than a month before cancelling the insurance due to me not providing them with information they asked for. Regrettably I left it a little later than I should, but before the information was due I sent them two emails asking for help on what information was needed. I received no response. I provided them with information I assumed they were asking for, I was incorrect and they gave me roughly 8 hours to provide information that they DIDN’T originally ask for, this was new. The email got lost, I didn’t see it until I had finished work, by this time it was too late. Not one phone called I received from them, or personal email, just automated robotic responses.
I got no money back even though I paid over £130 deposit and I wasn’t even insured for the month. Left me to now declare I’ve had a cancellation, my insurance has increased massively, I’m only 19 and so it already is expensive. I’ve had to wait 3 weeks without a car just so I can get some kind of affordable insurance, it is now £220, next day would have been £320 a month.
I called the insurance company, spoke to a lady who kept giving me more scripted answers and refused to listen to what I was saying, only coming back with the same scripted responses which didn’t take on board what I was saying. No opportunity to reinstate insurance or figure something out, no assistance received at all, happy to take your money and leave you in a mess.”
Hi Holly,
Thanks for your review, we’re sorry to hear your policy was cancelled. We do apologise for any delays in responding to emails you may have sent.
We may request information from yourself for various reasons, this could be part of our Poliicy Review Teams processes for when reviewing policies at random, or it may be part of our processes for YouDrive policies;
If our Policy Review Team contacted you to request information or documents, and you contacted us by email prior to the policy cancellation and received no response or assistance this, please contact our Policy Review Team on 0333 321 9757 so that we can look into this for you.
If you have a YouDrive policy and we contacted you to say that we required driving data, and you contacted us by email for assistance with this prior to cancellation but received no response, please contact our YouDrive team on 0333 321 9801.
If you’d like us to look into this for you ourselves instead, please get in touch via Facebook or X (formerly Twitter) by sending us a Private/Direct message.
Thanks,
Brendon, Social Media Team
Hi Mandy,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Terry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Christopher,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Cancelled my new policy the same day as was told it was free to cancel within 14 days and hasting direct want to charge me £40 for a black box they have not even posted out yet!”
Hi Dale,
Thanks for your review, we’re sorry to hear you’re unhappy about being charged the £20 arrangement fee and our YouDrive tab charge.
As part of buying a YouDrive policy, you’re charged £20 to cover the tab we send you. We make it as clear as possible the tab is owned by you as well as, how much our other fees are and that they’re non-refundable.
We apologise if you weren’t aware of this.
Thanks,
Nicole, Social Media Team
Hi Corey,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Amanda,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I am having issues with Hastings direct insurance company. I am fully comprehensive cover it clearly says on the policy that I have cover for fire and theft. On my way home from shopping. My car caught fire. It was a small fire in the engine compartment. I reacted quickly and had put the fire out within 15 seconds. Hastings are saying I am not covered for an engine fire. . The fire could only have been either electrical or mechanical. There is no other kind of fire I saved my pride and joy from being a total burn out. The car is in immaculate condition. Now Hastings are trying to get out of. There responsibilities as my insurer. 6 days on I am no further forward. They are also saying I won't get a courtesy car. I have no means of getting to and from my job as a HGV Driver. . As the car has not been assessed. . Hastings sent out a coach builder. Who repairs bodywork. As there was no bodywork damage the garage told me they could not recover it. The customer service is appalling.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
If you believe that this claim has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“I found this policy on a comparison website. The policy appears to be comprehensive and fair and it's a good price. I have not made any claims so don't know how well that process will work.”
Hi Marcus,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“called up about a renewal quote i was unhappy with, contacted them directly. had a brilliant conversation with mhpo she was collected very helpful and got me a matched quote. fantastic, phone skills an was patient with me.”
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
I’m sure the colleague you spoke to would be delighted to know they’ve been given some fantastic feedback - I’ll let them, and their leader know.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“After processing my policy and getting everything confirmed, a few weeks in Hastings then decided to increase my policy drastically by dropping my no claims discount to 0 until I could provide very specific and difficult to obtain documents. Even after providing these, such as a No Claims Discount Certificate they continue to still reject them for any reason they can. Their latest excuse is they can't accept that no claims certificate because it's on another vehicle. So no I literally have no way to get out of this scam they have me trapped in, so I'm currently trying to get my policy cancelled which I'm sure is going to be a headache too. Really really bad system they have, strongly recommended you avoid.”
Hi Perry,
Thanks for your review, we’re sorry to hear you’re unhappy with our validation checks.
Our Policy Review Team review policies at random to make sure everything checks out and the policy details are correct. They do this to prevent fraud and make sure customers are paying the correct amount for their insurance (this is because fraudulent claims can increase insurance premiums).
This is our standard business practice, and we apologise if you weren't aware of this.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
