“Terrible experience I never ever had this from other providers. When I report a claim about fired car on the motorway after called 999 fire station guys came to stop fire. Hasting direct college told me what should do when I completed all car was picked up and claimed started. After few wks later they cancelled my policy and charged me uncover all costs”
Hello,
Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers.
If you’d like to discuss this
We’d be happy to talk about your claim with you. To get in touch:
• Call 0333 321 9800.
• Email motorclaims@hastingsdirect.com with your claim reference in the subject line.
• Use our webchat.
Thanks ~ Vicky
“Terrible company. Was crashed into 7 weeks ago by one of their drivers and still haven’t gotten a settlement from them to fix my van, as none of their repair companies can do the job apparently. Low ball offer to fix my van, not caring about the time it’s going to take me to run about fixing there issues. Constantly needing to chase them up week after week. Would give 0 star review if i could.”
Hello Stuart. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again ~ Cat, Customer Care
“I would like to emphasise the diligent level of service from Nikki Smith. I was having problems registering my car on the app so Nikki took the call and it took her 10 minutes to get the car registered and my documents sent to me. Her politeness and work ethic needs to be recognised and an absolute joy to talk to.
Thank you Nikki!”
Hi Nay,
Thanks for your 5-star review!
We're so pleased that Nikki delivered exceptional customer service, its amazing to hear. I've passed on your lovely feedback to Nikki and her manager so she can be recognised for her service to you.
Thanks for taking the time to send us your review. ~ Tamera
“Minus five stars from me. Absolutely appalling company and it appears that most of the staff are unsupervised, poorly trained and working from home. Michael in complaints is aggressive and repeatedly mentions how good he is at his job; nothing like self praise. Requested details for executive complaints and refused. Off to the Ombudsman now. Stay well away from this company!”
Hello Sharon. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. We always aim to deliver the highest level of service to all our customers. We’d like to look into this and pass on your feedback to both the colleague you mentioned and their Team Leader. So please send us a direct message on X (formerly Twitter) @HastingsDirect or Facebook and we can help you there. Thanks again ~ Cat, Customer Care
“I gave them 1 star review but they don't deserve this star. People run away from this insurance company. It take more than one month to repair my car, after i was involved in a car accident, without my fault. In all this time they just lied and try to make me guilty just to avoid payment of the repairs. I'm paying a comprehensive insurance, without any benefits from this company. For sure i will act they in the court.”
Hello Ramona. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again ~ Cat, Customer Care
“@HastingsDirect
so an abusive ex partner takes my car without my consent and has a minor accident that causes no damage. I comply with all information and interviews and he doesn't. I am then penalised with a quadruple insurance quote for the next 12 months #don'ttrusthastings”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you and investigate further. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again ~ Cat, Customer Care
Hi Terence,
Thanks for your 5-star review!
We're so pleased that you found our insurance easy to set up. It's also great to know that you found us to be competitively priced. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
“@HastingsDirect
so an abusive ex partner takes my car without my consent and has a minor accident that causes no damage. I comply with all information and interviews and he doesn't. I am then penalised with a quadruple insurance quote for the next 12 months #don'ttrusthastings #unfairquotes #scammers #don'tbefemaale #hastingsaredespicable”
“I would like to commend a member of your customer service team, Elonte Gomez, who has handled my claim sympathetically, professionally and speedily. I am very grateful to her for dealing with a sensitive and difficult situation so well. Kind regards Kathleen Phillips”
Hello Kathleen,
Thanks for your 5-star review!
We're so pleased that Elonte delivered exceptional customer service, its amazing to hear. I've passed on your lovely feedback to Elonte and her manager so she can be recognised for her service to you.
Thanks for taking the time to send us your review. ~ Tamera
“I was a loyal customer for a number of years, but all that changed when my renewal come, I have never claimed so 20+ years NCD clean licence, full CPC safety training because of my work, top security on my car including top cameras, I paid alot for this car and I have tacken all precautions + I was looking at tracker options, price wise.
All that stood for NOTHING so they increased it by over 100%, is this how companies can legally rob you now??? DISPICABLE!! and this may cost me my job, also paying for a car that I can't use, furious”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“Constantly sent emails and a letter saying my payment was late. I can understand how emails and letter can overlap with a payment. But, why was there no email or letter confirmation that the payment has been made? and on my account it is confusing as still has a renewall "tag" on it but "seems" to indicate the payment has been made? If HD had sent a confirmation email that the payment has been made I would not spend time looking at all my accounts to confirm it!”
Hi there,
Thanks for your 4-star review!
We're so pleased to hear that the customer service you've received was helpful. I am very sorry to hear about your difficulty when making your payment. We hope this doesn't happen again.
Thanks for taking the time to send us your review. ~ Tamera
“My insurance was due for renewal on the 20th of November but I have scrapped my car today so I informed Hastings Direct I would not be renewing my insurance.They have informed me I would have to pay a cancellation fee of £45…which I think is disgusting and daylight robbery.Insurance companies are ripping the motorists off to the tune of millions of pounds year in year out so my £45 will bolster Hastings coffers no end.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy we charged you a fee. The £45 non-refundable cancellation fee covers our various business costs, including customer service, maintaining systems, updating databases, and sending documents. We make our fees clear before you buy a policy from us, and they’re stated in our terms and conditions. We apologise if you weren't aware of this. If you need any further help, please visit www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again ~ Cat, Customer Care
“Customer service is always brilliant but today I spoke with Phoebe in the (single car insurance) new quotes / policies department and she was amazing. She went above and beyond to help me and I think she deserves a praise from management.”
Hi Emily,
Thanks for your 5-star review!
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. ~ Tamera
“I'm not a Hastings customer myself, but my father is. My father had a serious road accident nearly 3 months ago, which resulted in him having surgery for 4 hours, to have plates inserted into his chest. He was then in intensive care for 3 days.
His car was wrote off, which was fine as he was that shaken up by the accident, he returned his licence to the DVLA and doesn't want to drive ever again. My father is 75 years old and wants closure from the accident, but he can't get any as Hastings have still not made a payment to him for the wrote off car, even though it was wrote of 2 months ago. He doesn't use or have the internet at home, so he requested to Hastings that the matter be dealt with via postal communications. He spoke to a lady at Hastings 3 weeks ago and was quite rudely told that it's been delayed due to him asking for postal communications, as opposed to online.
I can completely understand things moving slower when it's not dealt with online, but 2 months after being told his car is wrote off, and still no payment or even what the offer will be is truly appalling. I work for a small, local news agency and might enquire about bringing this into the public eye, as the TV advert for Hastings says that " Hastings insurance is easy". It clearly is not.”
Hello Mark. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you.
To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. I hope that some positive progress can be made soon concerning your father's claim and I hope for the very best concerning his health. ~Theo. Customer Care
Hi there,
Thanks for your 4 star review!
I'm glad that we were able to offer you a competitive price and thank you for choosing to insure with Hastings Direct this year.
Thanks for taking the time to send us your review. ~ Tamera
Hi there,
Thanks for your 5 star review!
We're so pleased to hear that the process was quick and easy online.
Thanks for taking the time to send us your review. ~ Tamera
Hello Katarzyna,
It's good to see we were able to offer you a competitive price and that you were no issues when getting cover for your car. Thank you for choosing to insure with Hastings Direct. ~Theo
