Hello Janet, 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 ~ Jodie
“Good web site. Easy to follow as to what you are looking for in relation to the cover you might need. Hastings came out top for me. (Easy to understand the small print also). Well done Hastings”
Hello James, 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 ~ Jodie
“Poor first impression when making a change to the policy was complicated, and no support was available. First email I got from the company told me not to reply to them.”
Hello, I'm sorry to read about this and I hope that you have since been able to get the help that you needed where this is concerned. Please DM us on Twitter @HastingsDirect or on Facebook if you need any help with your policy. ~Theo
Hello Christine, 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 ~ Jodie
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 ~ Jodie
Hello, I'm sorry to see that you've had such a poor experience. Please contact us at customersupport@hastingsdirect.com if you need any help with your policy. ~Theo
Hello, I'm very sorry to see that you've had such a poor experience. Please contact our Customer Service Department on 0333 321 9801 if you need any help with your policy. ~Theo
“I chose Hastings Direct as they were cheaper than the rest I completed the online questionnaire and paid my cash. It was one week later that I received a letter from Hastings in the form of a Verification check this was to ensure that I had the correct driving documentation and that I had been driving for as long as I said I had etc at the end of the letter I was warned that I had 7 days to forward the requested documents in scan and email form and that if I did not comply then my insurance would be cancelled!!. I completed the requested docs and forwarded them to the company on the email I had stated that if there were any problems then to please contact me. I received no such contact and 8 days later I received an email that my insurance had been cancelled. On contacting the company I was told that there computer system could not handle the requested documents and so without a word they cancelled my policy I then spent the next 3 hours on the phone with incompetent staff who eventually apologised for their mistake and offered £20 as compensation. DO NOT USE THIS COMPANY THEY ARE LOOKING AT EVERY OPPORTUNITY TO CHARGE YOU PENALTIES I WAS CHARGED £80 FOR THE CANCELLATION ON MY POLICY DUE TO THEIR INCOMPETENCE!!!”
Hello Gary. We’re sorry that you are unhappy we have conducted checks on the policy. Our New Business Review team are dedicated to checking all policy details and updating these if necessary, to ensure the insurance is valid and fit for purpose. The validation team pick a handful of policies at random and have to carry out checks due to business protocol. Our fees are stated in your policy documents as well as our site prior to purchase but I do apologise if you weren't aware of this. If you need any further assistance, please call to speak to them on 0333 321 9757. ~ Jodie
“Spoke with Hastings today about a claim I had made.
In the first instance I feel I was misinformed about the fees which were due to be paid by the first team member I spoke with. My claims handler then contacted me with different information. When I contacted Hastings a 3rd time and spoke with Steve Maison, I was left asking the same question over and over, each time getting a response which didn't answer my original question. Steve was polite and informed me that a different department would be better placed to deal with my issue, however when this was requested, he denied my request stating he still had advice to give us, however given that his previous advice was unhelpful, I couldn't see why this request was being refused.at last, he finally transferred my call, but not without telling me I hadn't been clear enough during our call. The Last member of staff I spoke with was Amy who was amazing. My understanding of the steps taken during the claim is solely down to this lady who calmly answered any worries or queries I had about any misinformation which had previously been given. She eradicated any grey areas in my understanding and ensured I fully understand what had been discussed before ending the call. She is the sole reason for this review and would like to take the time again to thank her for all of her help.”
Hello Alex, we're sorry you did not receive the level of service we aim to achieve from the first instance. However we are glad to hear that you have since been provide the answers required. If you have any further queries, please call 0333 321 9800. ~ Jodie
“On the 06/08/23 I got a quote for a motor cycle that I was about to purchase. The quote was from compare the market, the quote was £114.37 for a new policy with Hastings direct.
On the 16/08/23 I picked up the new bike, I called Hastings Direct and asked to insure the new bike.
The sales person gave me two options, amend the existing policy or take out a new policy. I asked the prices,
To amend £76 until Dec or £182 for a new 1 year policy.
I asked why the price was so much more expensive for exactly the same level of cover than the compare the market price. I was told that the quote I got had expired and that this was the new price. After a lengthy conversion it was apparent that was the price, I could pay £45 cancellation fee or take new policy £182 or Amed for £76. So reluctantly I took the amend option. No real explanation of the huge price difference was given.
When I got home I checked the quote from CTM and it was £115.85 less than a pound more expensive than the original quote ! This was using the link provided to contact Hastings Direct for the latest quote and to buy.
So called customer service Where I was told the same thing and that the underwriter’s for compare the market would have a different pricing structure..????
So my question again Why when I call Hastings direct directly I get a quote of £180 yet when I go to a third party supplier I get exactly the same cover for £65 cheaper.?
Same details, same cover, same information nothing different.
Then after making a formal complaint on the web site I get a condescending reply telling me insurance is a complicated thing and many reasons can affect the price..!! Really ??!
The price was quoted already..! Nothing complicated really..! Hastings look at you customer service reviews!!”
Hello, we're sorry to hear this. When we offer quotes for a new policy, the quote is based on real time pricing which can fluctuate throughout the day, as underwriters update their risk criteria based on new information all the time. This means we give our best and most accurate price using the information you give us at the time. I am sorry this did not work out favourably for you on this occasion. ~ Jodie
“Accident at the end July, car a total loss, inept staff. Took a month to get to the point of them offering a settlement. Customer relations are useless as their hands are tied. Management should have picked this up and dealt with it, did they? No they didn't they left it for their staff to deal with upset, irate and almost suicidal customers. Apologies don't make things happen, actions do! Useless company when you need to claim, good at taking your money. They're cheap for a reason and that reason is not enough staff and cheap offshore call centres. I hope they enjoy regular appearances in the media for poor service!! I can't give -5 stars.”
Hello, we're sorry to hear this. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 5 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines. ~ Jodie
“After being with Hastings for a month, and after 7 driving journeys, I was emailed to inform me that my policy was being cancelled because my score went below 30. I was sent a message on the app that stated that my score was low and the next day it was cancelled.
When I called to get further information I was met with a very rude employee who refused to give me additional information and details about Hastings location within the UK , but also seemed frustrated and annoyed by being on the phone to me and would keep speaking over me and putting me on long wait times, he would also refuse to put me through to his manager and told me to call back to get someone else rather than transferring me to another employee.
After speaking to a new employee I found out the issue to why my score was low could of been because of where I placed the device I was given. Something the previous employee had told me wasn’t an issue. This new employee was very lovely and understanding, however after having issues with the device , the policy and the employee, it has made me very disappointed with the services provided, and I would suggest going with another insurance company.”
Hello, we're sorry to hear this. We do send communications confirming why we would potentially look to cancel a policy, along with the date we will be cancelling from if the circumstances don't change. If you would like us to investigate this further though, you can reach us on 0333 321 9801, or you can find further contact information at https://www.hastingsdirect.com/help/. ~ Jodie
“Avoid Hastings at all cost!!
I have never had a company cancel insurance on before but Hastings have. They offer cheap car insurance with a requirement you opt for an app and in car gadget that records your data. When this doesn’t work you cannot contact them or rectify the issue yourself, they then cancel the insurance and do not refund the outstanding amount thus taking an additional fee. In my opinion this is commercial theft and I would never use this company again.”
Hello, we're sorry to hear this. Unfortunately, when a policy is terminated early, there is a £45 cancellation fee charge as well as time of cover that has not been paid yet. The cancellation is rated on a per day basis. Our fees are stated in your policy documents as well as our site prior to purchase but I do apologise if you weren't aware of this. ~ Jodie
“Currently have a multi car policy, 3 cars, we are getting a new one delivered on Friday taking our policy upto 4 cars only for a short time until will sell one if our old ones.
Won't give us cover for our new car, said OK give us a separate policy and other than'the computer says NO' no valid reason given for not offering cover! Well our policy Is up in December and you can be assured we will not be renewing with you then or ever approaching you for a quote.
Thanks for all your help today.....NOT!!!”
Hello, we're sorry we have not been able to provide cover on your new vehicle. Whenever a change is made to a policy, whether this be adding a driver, change of address or change of vehicle, our underwriters review the risk analysis perceived by these changes. In some cases changes will increase or decrease a policy premium, or sometimes we will not be able to provided cover. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. ~ Jodie
“Same as previous complaint. Policy renewed without authority. No auto renewal authority on the account, but they renewed anyway. No charging a cancellation fee, failure to pay will result in debt being passed on to a debt collection agency, no doubt in vastly exaggerated fees with a bad credit rating thrown in for good measure. Bullying tactics and a somewhat zealous money grabbing approach. The fact that the renewal quote was almost double previous year with no flexibility for reduction seems to indicate that this company have thrown customer loyalty out of the window. Advice, stay clear.”
Hello, we're sorry to hear this. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your My Account, however when you are in your renewal stage you are not able to. If you still require assistance, you can reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help you there. ~ Jodie
“I wanted to stay with Hastings after being with them for many years, however after moving house they told me they are going to be cancelling my policy as “they do not ensure at this post code”. Not only that, they are also saying I need to pay them an outstanding balance due to the cancellation. Awful customer service, no way to treat loyal customers, and to state I owe them money after the cancellation of the policy was not within my choice / control is absolutely disgusting!! They gave me 7 days for find an alternative insurer, which also left me out of pocket simply because they “don’t insure at this address”.
Ridiculous!!”
Hello, we're sorry we were unable to provide cover on your new address. Whenever a change is made to a policy, whether this be adding a driver, change of address or change of vehicle, our underwriters review the risk analysis perceived by these changes. In some cases changes will increase or decrease a policy premium, or sometimes we will not be able to provided cover.
If we have not been able to quote for a new 12 month policy, there is a £45 cancellation fee charge as well as time of cover that has not been paid yet to cancel. The cancellation is rated on a per day basis. Our fees are stated in your policy documents as well as our site prior to purchase but I do apologise if you weren't aware of this. ~ Jodie
“The worst company so far with all the companies I was insured..this company is trying to take my money from my card because they started my new policy automatically without my permission although I didn't ask them for new policy or give them any permission to do that and then when I told them that I am in another company they wanted the certificate that I am insured somewhere else..I provided that certificate but they don't answer in my emails in purpose cause they want the days to pass until the deadline comes so they can take the money from my card..worst company..I will never refer this company to any friend or colleagues..they are trying to get your money without any services provided be aware!!”
Hello, we're sorry to hear this. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your My Account, however when you are in your renewal stage you are not able to. If you still require assistance, you can reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help you there. ~ Jodie
“Excellent customer service from a young man called sal
He was very happy and professional in his job.
More call handlers like Sal very much needed.
Give this guy a promotion 👍🏻”
Hi Stephen,
Thanks for your 5 star review!
We're so pleased that the agent Sal on the phone was lovely and that the customer service you've received was polite and helpful.
Thanks for taking the time to send us your review. ~ Tamera
“Terrible, terrible company, not worth any stars. Do not waste you money, go elsewhere. Had home insurance & car insurance with them. Was burgled and new car stolen November 21. Left with boarded up windows for nearly 3 months due to their incompetence and had to go to Financial Ombudsman to get paid out for car. This took 1 year and 9 months and they caused me more stress than the actual burglary. Customer service useless/non-existent. Quick to take your money but totally useless if you make a claim and will not get back to you. You will have to do all the chasing. Do yourself a big favour, don't even consider them, go elsewhere. Yes they are cheap and that is because they are no good. Avoid at all costs.”
Hello Peter, we're terribly sorry to hear this. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 5 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines. ~ Jodie
“My partner has been with them for the last 2 years this year her quite was over 25% more than last year after no claims, she tried to lower the coverage which lead to them increasing the quote another 20% and they do not send the quote with time to comprehensively look for alternatives. This behaviour during the cost of living crisis is pure profiteering from people who need help most.”
Hello Paul, we're sorry you feel this way. The renewal is based on the current details on the policy. We are always happy to look into your renewal premium as we know details can change within a policy year and see if we can get a competitive price following any changes made. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. ~ Jodie
