“Got price through Compare the Market for new car. Couldn't complete online as the registration wasn't recognised due to being a new registration. Rang Hastings Direct - was charged £20 arrangement fee for doing over the phone plus the cost was over 20% higher than quoted online. Call handler was surley so overall not hugely impressed”
Hi Edward,
So sorry to hear this. All our fees are stated prior to purchase and are in our terms and conditions. The premium is based on several rating factors set by our underwriters and work on a live time pricing system. We do have a panel of underwriters, hence why sometimes online pricing can vary. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Aadam
“Been with hastings direct for a few years now and price keeps going up.i they had to cancel my existing policy and start a new 1 as they said they could not add my new car.on multi car insurance you can not change anything on your account and there is nearly always a charge for changing things ie adding a private plate.”
Hi Kenneth, all our fees are stated prior to purchase and are in our terms and conditions. The fee is £20.00 to make the change, this contributes to service, maintaining the systems, updating the databases and sending documents. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. Thanks. -Poppy
“I recently cancelled an insurance policy with Hastings direct. When I called I asked for an insurance quote for my new car. I wasn't happy with the quote and said I would be shopping around. The operative insisted I pay the cancellation fee then and there over the phone £68.
This I done being told that if I changed my mind about the quote I would get my cancellation money back. Anyway I got a much better quote using confused .com.
The following day I received a letter from Hastings direct demanding the cancellation fee I had already paid , be paid before 17th February or the bailiffs would be called and my credit rating affected. They had even worked out a schedule to pay the money back on three direct debit instalments. I rang Hastings direct and the operative explained the letter was a mistake and that it was sent before the money I paid had been processed. I asked for the operatives name or a reference number, but she said I wouldn't need it.
Not impressed and not very reassuring after being with them for three years.”
Hi Patrick,
So sorry to hear about your experience. If you need assistance, please email us at socialmedia@hastingsdirect.com and we will be able to help.
-Mariam
“Won't accept change of email to manage account online. Six calls querying this and so far no one has done anything to change it even though they said they have. Not good.”
Hi James,
If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Mariam
“Yes telematic but keeping your phone on
Permanent location finder is wrong
This is track the policyholders movement and privacy
when your not in vehicle
This Device should not require a phone to work
But independently sent it own data
About driving
Or allow you download. Data once a week and send”
Hi Stephen,
So sorry to hear this. You can always turn your location and bluetooth setting off when you are not driving the vehicle, but ensure you turn them on before your journey. We don’t track the policyholder’s movement and privacy when they’re not in the vehicle – we only receive data when the app and tab are in range of eachother and paired up. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
“I’m still waiting on a call back from the IT team because I am unable to log into my account,this was around 2 weeks ago!!
The lady I spoke to arranged for paper copies to be sent to my home address until the IT team had sorted the issue,I have heard nothing from them!”
Hi Kelvin,
If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Aadam
“Renewal process was poor, no response received to email correspondence request.
Contradictory information on website and customer service phone line re cancellation process, little respect for customers time.”
Hi there,
So sorry to hear about your experience. If you need assistance, please email us at socialmedia@hastingsdirect.com and we will be able to help or visit https://www.hastingsdirect.com/help/.
-Mariam
“Tried twice to take out insurance online but your system crashed both times at the ‘add another driver’ stage. With difficulty via another website found your phone no. only to be told I would be charged £12 for reporting a fault or any other business! As Money Supermarket showed you as competitive I went via them with no problem. Just hoping that if I have to make a claim your online and phone assistance will be more helpful. And what ate all the irrelevant questions for below? What delivery?”
Hi Peter,
So sorry to hear this. If there is anything further we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Mariam
“Took out a multicar policy.but you still charged me for a single car one also.took age's on the phone to change it.somehow you took money out of a cancelled account.and you took it out earlier than your email said you would!”
Hi Stephen,
So 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 2 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines.
-Mariam
“Threatening to cancel a policy because you haven't paired the tab that you haven't recieved! After 10 days of waiting and still waiting! Incompetence! 😡 despite contacting them several times!”
Hi there,
So sorry to hear this. I have contacted our technical team regarding this and they will contact you shortly. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
“Your website to navigate is a nightmare, going round in loops , not accepting passwords, no sign of a phone number for help. If I had known how terrible it was I would have gone elsewhere for insurance.”
“due to some sort of a system problem I was unable to complete the purchase of my policy online. This was a Sunday, when I called back on the Monday the premium was over £140 higher! very annoyed”
Hi Carole,
So sorry to hear this, our sales team are open on Sundays. You can contact our sales team on 0333 321 9785. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
Hi Sahin,
So sorry to hear this. I have issued a copy of your policy documents via post, you will receive them within 3-5 working days. Please read your documents carefully and contact us if anything is incorrect. If you need any further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
Hi there,
So sorry to hear this. Please reach out to us at socialmedia@hastingsdirect.com with your details and we will be able to look into this for you.
-Mariam
“Had to cancel my bike insurance and there was a cancellation charge of over £40, on a policy that cost £85
So l only got £2 back. l can't deny that l feel ripped off.”
Hi Martin,
So 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.
-Mariam
“I m finding it very difficult to get anyone to help me out, I have been told my car insurance policy will be cancelled if i don’t install app and pair up my car with a tab, However i have not received the tab through the post so unable to do this”
Hi Kerry,
So sorry to hear this. I have looked into this and can see we have sent a replacement tab today, you should receive it shortly. Your policy will not be cancelling, as we are aware you do not have a tab. If you do not receive anything by the 08/11/2021, please contact us at socialmedia@hastingsdirect.com and we can look into this.
-Mariam
“When booking i asked for a green card, told one would be sent, policy arrived, no green card but a letter saying i needed one to travel abroad,same day i rang up, and was told i dont need one, i asked her to email me or send me a letter to confim this, she refused,saying she would get her team leader to do it,i got the impression she wasnt sure and wasnt bothered whether i needed one or not,ive not recieved anything.”
Hi Colin,
So sorry to hear this. The European commission confirmed from 2nd August 2021, UK motorists don't need a green card when travelling in the EU. Customers no longer need a green card to drive in:
The EU (including Ireland)
Andorra
Bosnia and Herzegovina
Faroe Islands
Gibraltar
Iceland
Liechtenstein
Monaco
Norway
San Marino
Serbia
Switzerland
Vatican City
Instead, customers must:
Take their certificate of motor insurance and their policy documents.
Take their vehicle registration (V5) document.
Display a GB sticker on their vehicle (any any trailer).
Take an international driving permit (IDP) for driving in certain countries.
If you need further assistance, please email us at socialmedia@hastingsdirect.com.
-Mariam
