“Horrible insurer, I do not recommend them at all. Don't be fooled by the relatively low premiums - they will charge you with administrative costs at any occasion, whack you with unjustified charges or hiked premium if you need to make any changes, or even cancel your insurance without notice. If you try to get in touch with them, you will find their customer service is unprofessional and unhelpful. Especially if you predict there will be a change in your circumstances (job change, move, start a business etc.) it's best to look to other insurance companies which show some regard to their customers.”
Hello, we're very sorry if any of the administrative costs caused some frustration. The £20 non-refundable fee in particular, 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. ~Theo. Customer Care
“I spoke to Priscilla in the New Business Team and she was understanding and patient with me. She explained all the terms and was helpful in helping me sort out my car insurance.
Thank-you Priscilla :-)”
Hello Azmina, 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. Thank you very much for choosing to insure with us this year. ~Theo, Customer Care
Hello, it's really good to see that you got the customer service you deserve. Thank you for taking the time to share your positive experience with us. ~Theo, Customer Care
“I had policy with them 6 days, and paid 65 pounds, when cancelled they return 10p, so you paying 11 pounds for 1 day, imagine if you stay with them longer for example 14 days, you pocket them 150 pounds it's clear theft, and additionally checking you even speeding with their box.”
Hello Piotr. Thanks for letting us know about this and we’re sorry you’re unhappy about your cancelled policy. To understand our charges, it’s important to note we don't charge your insurance per month. Instead, we charge you for the exact dates you were insured – so you don't pay any less or any more. The only additional charges are for any non-refundable fees (for example, the arrangement fee or any Direct Debit default fees) and a cancellation fee, when it applies. You’ll find a breakdown of the costs of your cancellation in your documents. If you’d like us to explain the costs in more detail, you can call us on 0333 321 9801 or find more ways to contact us at www.hastingsdirect.com/help. ~Theo. Customer Care
Hello Clifton, I'm sorry you’re unhappy with the service you’ve received and to see that you've struggled to reach us and arrange for the policy to be cancelled. If you still need help with this, please send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. ~Theo. Customer Care
“Have quoted me a renewal ( no changes in my policy - no accidents etc). 63% increase. Have gone elsewhere and been quoted an increase on identical terms 50% lower than theirs . Was prepared to give them a chance but impossible to get through on the phone. Rubbish company that rips its customers off on renewals and makes it a nightmare of going through telephone hoops and unacceptable long waits on the telephone if one wants to cancel. Avoid.”
Hello, I'm sorry that we were able to offer you a competitive renewal this year and I can appreciate the frustration this causes. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/.
I regret also that you were unable to reach our call centre to discuss this. Thank you for having been insured with us and I'm glad you were able to find suitable cover for your vehicle. ~Theo. Customer Care
“My Father-in-law who is 86 contacted Hastings to querie his latest insurance quote & was asked to give his Driving licence number which he did, only to be told that his insurance premium had now gone up another £20 because he gave the woman his number!!! He asked the woman to remove the Licence number but she said that once it had been entered it couldn't be removed. What a con to get another £20 out of an old age pensioner. Hastings, you should be absolutely ashamed of yourselves!!! Looking for insurance elsewhere for him. Disgusting service!!!”
Hello Anthony, I'm very sorry to read about this. At times the license number is needed as it pulls information from the DVLA and ensures we have correct information available on the policy. We would be happy to look at this further for the customer however. Please contact us via email at customersupport@hastingsdirect.com so we can investigate this. ~Theo, Customer Care
“Customer service was one of the worst I've ever experienced. The policy I had I had no issues with but wanted to cancel the renewal due to them not being able to match prices and the lady on the phone was beyond rude. All sweet and lovely until I repeated myself I'd like to cancel it, she argued and argued about what the other policy offered me speaking to me in a tone that implied I was an idiot I then had to interrupt her and say again I'd like it cancelling... she then paused, said it won't renew and hung up. Absolutely disgusting. Having working in customer service within management myself I can safely say she is lucky her attitude is given through a phone and not face to face. Unfortunately I did not catch her name but she certainly needs to learn some manners and respect.”
Hello Samantha, I'm very sorry if you've not received the level of customer service you deserve and I can appreciate that this is frustrating. Your review and experience doesn't reflect the attitude we want our advisors to portray. I will use the policy reference, locate the advisor and feed this back to her team leader. Thank you for having been insured with us. I'm sorry we couldn't offer you a more competitive renewal and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“Completely cold customer service. They completely failed to deliver a driving tab to link to their App for my daughters car insurance. They cancelled the policy and left my daughter unable to drive to work. They issued comunication via the App which was not user friendly and is not suited for people with learning disabilities. All they had to do is reinsate the policy and send a tab by registered delivery. Job done.
They have Defaqto 5 star rating which is disappointing as this level of care to their customers is 0 star. It is completely wrong when the error is their fault. It won't even let me put no stars on my review. HastingsDIRECT controlling their reviews.”
Hello, I'm very sorry to read about the poor experience your daughter has had on her Youdrive policy. If she feels that this was incorrectly cancelled and would like to raise a complaint, this can be done by visiting www.hastingsdirect.com/about-us/customer-complaints. When we’ve logged your complaint, we’ll get back to you within five working days. Our regulator, the Financial Conduct Authority, says we have up to eight weeks to settle your complaint. You’ll find more information at www.hastingsdirect.com/help.
I hope that she is able to find suitable cover for her vehicle soon.~Theo. Customer Care
“I had to change a few details on my policy however needed some support from the customer service team. I was put through to Tee and she was absolutely amazing! Tee helped resolve my query super fast and helped me to ensure I got the best deal in doing so! A BIG thank you to Tee, she went above and beyond to ensure I was happy with the outcome of my query!”
“Had an accident, was non-fault. Been trying for a year and half to get Hastings to report non-fault to Cue Insurance Register and they still haven't done it. Very unhappy with Hastings.”
Hello Spencer. I'm sorry to read about the length of time this has taken and that you have had a poor experience during your claim. I hope some positive progress can be made soon. I appreciate you may have already done so, however, If you’d like to discuss this further or you're unsure what the next steps are, please contact our Claims team on 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. ~Theo. Customer Care
“Never have i ever had an insurance company this bad!! I have never claimed my insurance in all the time i have been driving. I have been left with no contact from Hastings. After sending me a message telling me they would contact me in 3 days. Constantly had to phone them after 10weeks of myclaim they have done everything not to pay out my claim. Also i paid a full years Premium and there not giving me the rest of the year back. Still not resolved. Shocking disgrace!!! each person i have spoken with just took me around in circles. No one can answer the questions i'm asking! I would never ever insure with them again a waste if time and money. It's time someone exposed them to the websight that advertises for them. Iwould give them - stars but there is no opption.”
Hello, I'm very sorry to read about the poor experience you've had during your claim with us. Reading through, I can appreciate the frustration this would cause and I hope that despite this positive progress can be made concerning your claim soon.
I appreciate you may have done so in the past but 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. ~Theo. Customer Care
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help ~Theo. Customer Care
Hello Tommy, we're sorry if you have had a poor experience and that you’re having trouble with MyAccount. So that we can help, we need to speak with you to learn more about your issue. Please email us at customersupport@hastingsdirect.com as an alternative to the phone. We'll do all we can to help you. ~Theo
“Honestly a bit tragic the way they constantly monitor every situation without actually trying to talk to you, rather they send warnings through email that you try to reply to multiple times on your online account, only to be met with constant maintenance options, then try to call them only to be met with 30+ minute waiting queues calling them 3 times each time after work to give up and go about your day, then have you insurance cancelled due to it. Getting through to someone after 30+ waiting to talk about the cancellation, even hearing that, there's no option for follow ups. Bit of a waste of time. Wouldn't recommend, take care.”
Hello Jordan, I'm very sorry if you have not received the level of customer service you deserved and if this has led to the cancellation of your policy. If you need any help, please contact us at customersupport@hastingsdirect.com as an alternative to the phone. You can also find more ways to contact us at www.hastingsdirect.com/help. We'll do all we can to help you. ~Theo. Customer Care
Hello Jim, I'm very sorry if you were unable to reach us and get the help you needed with your renewal. I appreciate you have insured elsewhere, however if you need any help at all, please contact us on X (formerly Twitter) @HastingsDirect or on Facebook. I'm glad you have since been able to find suitable cover for your vehicle. ~Theo,
“Received a renewal for an increase of 42 percent. Decided to get rid of vehicle. So rang them and informed them a week before the renewal date that I would not be renewing. Explained that I wasn't happy with price but had decided to get rid of vehicle before the renewal date. So they cancelled the policy immediately and charged me a cancellation fee. I never made a claim off them but I will now never use them again. Conning people out of more money when they simply tell them your not renewing”
Hello. 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. Please email us at customersupport@hastingsdirect.com and we’ll then look into this issue for you. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Tamera. Customer Care
