“I have been with Hastings for a year with no problems they have happily took my money every month with no issue now I’m coming to the end of policy I was looking forward to a good renewal price seen as I have been a honest and loyal customer but instead I received this in an email “ You're coming to the end of your policy for your car insurance. We're sorry but we can't offer you a price to stay with us for another year so your policy will end on 23rd October 2023 at 11:59pm.
We'll continue collecting payments for the outstanding balance of £51.89.
Although we can't offer you insurance, this won't be classed as you being refused insurance
Don't worry, even though we can't give you a price this year it doesn't mean you won't get one from another provider. So take a look at some price comparison sites to see what's available. And when other providers ask if you've been refused insurance, you can tell them you haven't.“ I can’t believe they are aloud to do this with no explanation this has really upset me and has caused me unnecessary stress!!!”
Hello, I can appreciate the frustration this can cause. Each year the underwriters review their acceptance criteria. As a result of this, the level of risk they can accept and cover can change during this time.
It is possible that there are details on your policy our underwriters can no longer cover and as a result a renewal wasn't offered. I'm sorry that this is the case and I hope that you are able to find suitable cover for your vehicle soon. ~Theo
“My goodness, all these stars and such a high rating for such a dismal company.
The wed site does not work, the chat facility is staffed by morons and when you do get through to an agent he cannot speak understandable English.
I shall shop for my insurance needs elsewhere, I suggest that you do the same.”
Hello, I'm sorry to see that you have had such a poor experience with us. If you need any help with your policy, you can reach us on Facebook or Twitter @HastingsDirect. We'll do all we can to help you. ~Theo
“As someone who suffers from mental health problems, I can honestly say Hastings Direct has caused me more suffering than any other company I’ve ever dealt with.
After being assaulted at my home and advised to leave for my safety by the police, I contacted several companies, electric, broadband, housing etc., to explain the very difficult position I was going to be in over the next 4 to 6 weeks, both financially and health wise, the only company that chose to send threatening emails telling me my credit score would be ruined and that my missed direct debit + huge fees would be handed to a debt collection company was Hastings Direct.
I’ve replied to six of their threatening emails explaining my situation and the best response was a emailing explaining how to log into my account to clear my balance + fees, oh, and they cancelled my policy and charged me for the remaking months on my contract.
One of my first email asked that my policy be cancelled as I was no longer living at my address. Unfortunately I find it very hard to get the words from my head out of my mouth in coherent sentences, and once you go through their phone menu and select cancel my policy, you go straight to the back of the que it appears.
So please, avoid Hastings Direct if customer service is important to you.”
Hello, I'm very sorry to read about the poor experience you've had with us and to hear about the incident at your home. I appreciate that the policy may now have ended, however, please contact us if you need any assistance with regards to documents etc on your policy. We can be reached on Facebook or Twitter @HastingsDirect as an alternative to the phone. I hope that you have since been able to find suitable cover for your home. ~Theo
“absolute appalling customer service AVOID AVOID AVOID
bad enough setting up then cancelling policy ! cant image the problems trying to claim
Chief Customer Officer Julie Young blocks customers rather than responding to complaints 2.2 on google reviews and 4.1 on trust pilot says it all”
We’re sorry that you are unhappy with the service received and that you wish to raise a complaint. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml or you can call us on 0333 321 9801 for an agent to help you. 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. You can also find further information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
“This site offers moped insurance for 16 year olds, but does take a date of birth under 17 years. Rang and asked how do i get quote, "we don't do 16 year old's", your site says "yes you do", reply "things change everyday". Then i recommend you change your site accordingly, so that its not so misleading and time wasting.”
Hi John. Thank you for providing us with your feedback. We look forward to creating great experiences for you in the future. In order for us to get further information regarding where this information is on the site so it can be rectified, please either call 0333 321 9801 or you can reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help you there. Thanks ~ Cat
“i have just passed my test and the cost to exchange to full licence has more than doubled from a provisional and i also have the drive app so i will be shopping around as i have found a different provider at the same price i was for my provisional”
I’m sorry you are unhappy with the price offered. When we offer quotes for a new policy or a change, the quote is based on real-time pricing, which can fluctuate throughout the day as we update the risk criteria based on new information all the time. We calculate the price of our policies based on various factors, including your vehicle, address, drivers, personal details, etc. This means we give our best and most accurate price using the information you give us at the time. I’m sorry this did not work out favourably for you on this occasion. If you would like us to look into this, please call us on 0333 321 9801. You can find further information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
“Professional, friendly, and above all REAL people to talk to. Eustace (advisor) is a credit to the company - he went above and beyond to keep me as a customer and I am delighted to stay with Hastings for yet another year.”
Hi David,
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
Hi Christine,
Thanks for your 4 star review!
We're really pleased to hear that it was straightforward for you to get insurance.
Thanks for taking the time to send us your review. ~ Tamera
“an absolute shambles of a company. If you have hastings insurance and make a claim, good luck to you. Non-fault claim still open 6 months after it happened due to the incompetent staff at Hastings direct not bothering themselves due to the at fault driver being foreign. Contradicting 'advice' given by every different condescending agent. Broken promises. Awful complaints procedure. Awfully rude call handlers that talk over you. Awful company. I work for a motor insurance company, and I can confidently tell you STAY AWAY.”
Hello, I'm sorry to see that you have had such a poor experience during your claim with us. I can appreciate the frustration at the delays and length of time this has taken and I hope that despite this some positive progress can be made soon. If you need to discuss the claim or if you haven't received contact from the Claims Department within a promised timeframe, please let us know on Facebook or Twitter @HastingsDirect. We'll try and ensure that you are contacted to discuss this. ~Theo
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
Hi Elvis,
Thanks for your 5 star review!
We're so pleased to hear that the customer service you've received was excellent and that you'll consider us at renewal.
Thanks for taking the time to send us your review. ~ Tamera
“I have been with Hastings for the past four years. I have no claims etc. But now they refuse to renew my car insurance and give no explanation as to why. I feel really upset as I’ve done nothing wrong.”
We’re sorry that you are unhappy that we’ve been unable to offer cover. We calculate the price of our policies based on various factors, including your vehicle, address, drivers, personal details, etc. In this instance, it seems we can’t offer cover based on a combination of the above, but please ensure you have already attempted to call us on 0333 321 9790 in case there is another way we can insure you. Thanks ~ Cat
Hi Janet,
Thanks for your 5 star review!
We're really pleased that you found it easy to set your policy up online.
Thanks for taking the time to send us your review. ~ Tamera
Hi Barry,
Thanks for your 4 star review!
We're so pleased that you found our insurance easy to set up and that you find the website easy to navigate.
Thanks for taking the time to send us your review. ~ Tamera
Hi James,
Thanks for your 4 star review!
We’re pleased that you enjoy our service, we are sorry you find our prices too high.
Thanks for taking the time to send us your review. ~ Tamera
Hi Marguerita,
Thanks for your 5 star review!
We're so pleased that you found the website to navigate. It's also great to know that you found us to be competitively priced.
Thanks for taking the time to send us your review. ~ Tamera
Hi Lindsey,
Thanks for your 4 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.
Thanks for taking the time to send us your review. ~ Tamera
Hi Robert,
Thanks for your 5 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 Christine,
Thanks for your 5 star review!
We're so pleased to hear that you found the process easy to get a quote online and that we were competitively priced.
Thanks for taking the time to send us your review. ~ Tamera
