“I had an extremely frustrating experience with the service, to the point where I decided to cancel and take my business elsewhere. Initially, I obtained a quote through Compare the Market, which transferred all my data to Hastings, including my work details and my wife's. I paid the full one-year premium upfront.
However, the Hastings customer service team began to pester me for a re-send of our employment details, copies of our driver's licenses, UK residency dates, and no claims discount details. I was puzzled, as I had already provided most of this information. They did correctly ask for my no claims discount details, but the redundancy of requesting everything else was confusing.
Additionally, there was a point I hadn't declared since it had already expired. Now, they want to charge me £30 for amending information I had already supplied.
The most frustrating part came when I called on August 31st to instruct them to cancel my insurance, and I confirmed the refunds during that call. However, after 9 days, I still hadn't received my refund, so I called to check. To my surprise, they had not canceled my insurance, leaving me with two insurance policies for one car, which is illegal.
No one should have to endure the inconvenience, time, and effort that I've gone through dealing with this company. I eventually moved my business elsewhere, even though it cost me an extra £5. I won't consider buying from them again, even if they offer the cheapest option.”
Hello Chris, we're sorry to hear this. 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 visit https://www.hastingsdirect.com/help/. Thanks ~ Jodie
“Cancellation my policy for saying when passgers using my phone for google maps only got the policy 2 weeks ago bought two policy of them in a month costing over 400 avoid people honestly absolute scumbags thought my previous insurers was bad but never experienced the joke ive had with them avoid at all costs people money taking scammers for young drivers have asked to speak to customer service but still waiting on reply avoid at all costs”
Hello Charlie. We’re sorry that you are unhappy with the cancellation of your policy. We do send communications confirming as to why we would look to cancel a policy, along with the date we will be cancelling from, when a term or condition to your insurance hasn’t been met. If you believe the cancellation was incorrect though, please call our YouDrive team on 0333 999 8911 with further information and our team will be able to help you further. Thanks ~ Jodie
“I tried renew my car insurance by phone service, guy on other side had very strange accent, which was very difficult to understanding what he talked to me. He should help me but how if is lack in language.”
Hello, we're sorry you feel this way. all of our colleagues do speak English and receive the same level of training. If you still require assistance, please call 0333 321 9790 or visit https://www.hastingsdirect.com/help/.. Thanks ~ Jodie
“I recently insured myself and 18 year old daughter I’m 51 with full no claims and been driving from the age of 17, I was given a black box and the app the box was fitted and the app (useless) was set up. I didn’t realise my mobile phone had to be in the car when driven for the insurance company to monitor my driving. Ironically the 18 year old first time driver who I presume the black box was fitted for could drive the car not monitored unless they took my mobile phone with them so had two phones in the car hers and mine ? And I then had no phone for her to contact me if any problems!! . Because I didn’t realise my phone had to be in the car when driven they said I was not providing enough data I emailed saying I didn’t realise my phone had to be in the car so I would from now on leave my phone in the car. The email sat in there in their own words, not monitored email box they cancelled my insurance I received a letter five days after they cancelled my insurance notifying me of this. I resent my original email but they stood by their decision, by the way this email was sent five days later
Rubbish Customer service
Rubbish system
Stay clear of this insurance broker”
Hello, sorry to hear you are unhappy with our YouDrive policy. We do state the terms and conditions of our polices, prior to purchase online. We do send communications confirming as to why we would look to cancel a policy, along with the date we will be cancelling from, when a term or condition to your insurance hasn’t been met. If you believe the cancellation was incorrect though, please call our YouDrive team on 0333 999 8911 with further information and our team will be able to help you further. Thanks ~ Jodie
Hi there,
Thanks for your 5 star review!
We're so pleased that you found the service good and fast.
We appreciate you taking the time to share your feedback with us. ~Carly
Hi there,
Thanks for your 5 star review!
We're really pleased to hear that you found us to have good service.
Thanks for taking the time to send us your review. ~Carly
Hello Valery, 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. Thanks ~ Jodie
Hi there,
Thanks for your 5 star review!
We're so pleased to hear that you got a great price and the app is easy to use and make changes on.
Thanks for taking the time to send us your review. ~Carly
Hi Judith,
Thanks for your 5 star review!
We're so pleased that you found your home insurance policy easy to set up and competitively priced.
Thanks for taking the time to send us your review. ~Carly
Hi Alistair,
Thanks for your 5 star review!
We're so pleased that our service was first class from start to finish.
Thanks for taking the time to send us your review. ~Carly
Hello Christopher, thank you for taking the time to leave us a review. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. ~ Jodie
“get message in my account to call urgently. Phone the number to get a pre-recorded message saying "we would love to speak to you" then tell me to call back another time! I have now tried many times on several days, same message...Will definitely not be renewing.”
Hello Pete, we're sorry to hear this. 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. Thanks ~ Jodie
Hello Dan, 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 Hilary, 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 Betty, 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 Denis, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you found the online process easy to use. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
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
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
“Very quick and easy, app is perfect and you can do everything required on there. No waiting to speak with someone on the phone - I use this company year after year because they’re so reasonable and easy to use.”
Hello Ashley, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you enjoy the app. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
