“Although I tried several times to take out a policy with you over the phone like I normally do, I was told I needed to do it online now. I don't like doing things online, I don't have access to it on my phone, I am unable to print things off and I prefer speaking to someone.
I ended up doing it online, but I have had nothing but problems. One problem that had to be raised as a complaint for me has kindly been sorted out by Pat and she has kindly sent me a paper copy of my documents as I have been unable to access them online.
Unfortunately, since receiving the documents, there is another problem which has been passed to Rumaysa to deal with.
If I had been able to take the policy out over the phone in the first place neither of these problems would have occurred!”
Hello Samantha, I'm very sorry to see that you've had such a poor experience when trying to purchase a policy with us. I can appreciate you have a preferred purchase method and I understand the frustration at not being able to do it in that way. I can see that a recent complaint has been logged and I hope that you get a satisfactory resolution to this. Thank you for choosing to insure with us despite the experience you've had. ~Theo
“Selected the app only policy but cat get the app to work managed to eventually get through to support not very helpful with the only solution of delete the app and reinstall which still doesn’t work”
Hi Daryl, I am sorry to hear you are having trouble accessing your MyAccount. Please email us at socialmedia@hastingsdirect.com so we can assist you. ~ Jas
Hello Jillian, I'm sorry if you're struggling to use the app and I appreciate the frustration this can cause. Please contact the team at mobileappsupport@hastingsdirect.com if the issue continues so they can take a look at this for you. ~Theo
Hi Susan,
I apologise if this is the case, if you'd like for us to look into this for you, please contact us at socialmedia@hastingsdirect.com with your policy details and query.
~Lillie
“My Policy was auto-renewed even though I had taken it out online days prior to the start date. I was then sent an email telling me that I was not insured and that my policy had been canceled. I insured myself again and then discovered I had two policies and I had paid twice. It took a convoluted phone call to get Customer Service to confirm a refund. All the information passed on to me was unclear and there was no mention of the double payments.”
Hi Naomi, due to new policies being created under a new account, our system does not have the capability to automatically detect the same registration being insured. We do send our renewal documents out, which state if we don't hear from you regarding cancelling the renewal, it will go through automatically. We are happy to hear this has been sorted and that you have stayed with us for another year. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. ~ Jas
“When I spoke to H.I. They couldn't not beat there own renewal price ....for my car insurance. I had to go through 'another route' KEEPING my same cover (with H.I.) but waiting right up until the renewal date....”
“Buying Car Insurance, though a legal requirement, it should not be made so difficult that it becomes an intorogatory exercise - such that One feels that it is racially biased. The cost of this Insurance these days is 'cut-throat' and probihitive and does not justify the benefits. Very discouraging and dissatisfactory. The worst is that you have this backward Policy that requires a would-be Customer to purchase a Cover via the Internet which involves a lot of time wasted when direct purchase would have morethan surficed and faster.”
Hi there,
I am sorry to hear this and I apologise for the troubles you have experienced when attempting to access your documents via the online account and app. If the issue persists, please email mobileappsupport@hastingsdirect.com and they will be able to look into this further for you. In the meantime, if you require a copy of your policy documents, please contact us as at socialmedia@hastingsdirect.com and we will be able to help.
~Aadam
“The Hastings direct app does not give you control over cancellation of direct debits. This is unacceptable in my opinion. There is no helpline phone number available on the app again very poor. I asked for my documents to be posted when I took out the policy and still waiting. Not good enough.”
Hi Christopher,
I apologise for any frustration. You should be able to cancel your direct debit with the bank or if needing to reinstate a mandate then can do this under the payments tab. If you have any trouble, you can find more information on how to contact us here: https://www.hastingsdirect.com/help/ or can email us at socialmedia@hastingsdirect.com if there's anything we can do to help. Your chosen delivery method is email, but I can see documents were posted on the 9th and again on the 16th. Postal documents can take 7-10 working days to receive.
~Lillie
“Just taken out Home insurance with this company for the as a first time customer and I have spent 2 hours trying to login to the so called " my account"facility to obtain all documents and the system is not working, I sent emails to them this morning what is happening and no response so far, very unreliable website and customer service, think twice before purchase.”
Hi Ralph,
I'm very sorry to hear of the trouble you've had and the delay in our response to your emails. We are aware of a current intermittent issue with the account which may be affecting you. We can manually email your documents in the meantime, if you can please contact us at socialmedia@hastingsdirect.com with your policy details.
~Lillie
“I've been trying to add a driver to my account for 2 days now. Called and been cut off 3 times and chat feature not available. I thought better until now.”
Hi,
I apologise for any possible frustration caused by this matter. We'll be happy to help, if you can contact us at socialmedia@hastingsdirect.com with your policy details.
~Lillie
“I have been with Hastings Direct for many years and always have to ring up and haggle about the renewal price. This year they have put my premium up by over £200 and expect me to renew. Why they don’t give me a realistic price to start with and stop all this hassle. I will not be using them again, will they never learn.”
Hi Allan,
I'm sorry if we weren't able to offer a competitive renewal for this year. Renewal quotes are automatically generated and issued via the Underwriter and based on the same information as the previous year. As a Broker, we can then review your renewal details and the best quote we can offer.
~Lillie
“Why will Hastings not provide a contact tel.no. to enable point to be cleared up. Have tried for 3/4 hrs to find no. 'How can we help' question gives no info or explanation
The product offer is very good but just needed some clarification. If it's this hard when trying to start with them, then what chance when committed. A big put off for continuing.”
Hi, I'm sorry to read you are having trouble contacting us. I hope your query has been resolved, however, if you still require help, there are a few ways to contact us and you can find the best way for you here; https://www.hastingsdirect.com/help/. ~ Jas
“Been with Hastings Direct for many years - each renewal is painful as they grind through minor details to get premium down to something approaching reasonable .
This year once again I have completely clean record but I am quoted a premium of +47% - goodbye Hastings Direct and good riddance .”
Hi David,
I'm sorry to hear of the increase in your renewal and if this meant we're no longer competitive. I hope this is something we'll be able to look into for you again in the future.
~Lillie
Hi Mandy,
I apologise for any frustration caused by this matter. We'll be happy to look into this for you, if you can contact us at socialmedia@hastingsdirect.com with your policy details.
~Lillie
“It has just taken me 24 minutes on the phone to chose not to renew my policy. It was not possible to cancel the policy on-line so had no choice but to call in. The call handler was helpful but it was impossible to get him to do just what I asked. Hopefully got there in the end, but was hard work.”
Hi,
So sorry to hear this. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your myaccount, however when you are in your renewal stage you are not able to. If you need any further assistance, please visit https://www.hastingsdirect.com/help/.
~ Jodie
“Disappointed Hastings wanted to raise the premium for a motorcycle by 50% if I added three purely cosmetic accessories on a new bike I’m buying. I could understand if these were performance accessories that increase the risk or if they were valuable but they are a £20 tank pad, a £50 tail tidy and a £50 fly screen all of which are purely cosmetic and worth nothing used. I phoned Hastings who responded by saying they consider the items modifications and as such do I want the policy with a 50% increase or not. I gratefully declined and took out a better policy that includes such accessories for no extra cost. The policy was a lot cheaper where I went. Have to say my experience was disappointing with Hastings.”
Hi Robert,
I apologise for any inconvenience and that we weren't able to offer you a competitive price for your new cover. Hopefully this is something we can look into for you in the future.
~Lillie
“Terrible experience trying to contact customer service. No one answering the phone and website contact not working. Very annoying, I'm trying to make a policy change”
Hello Bill, I'm sorry to see that you've struggled to reach the call centre and get the help that you need. You can speak to the team on Twitter @HastingsDirect or Facebook if you need any help with this change. ~Theo
“I can't recommend this company. If you sign up via a comparison site they set you policy to auto renew and even if you take a policy out with another provider still renew your policy with them. The process to get you policyvwith them cancelled is painful and they still refuse to refund all the money they have taken from you, even when they back date the cancellation of you policy to the date it started.”
Hello, I'm very sorry for the frustration this process can cause. Please note all policies are sent to auto-renew. You have the first 11 months, in which you can contact the relevant department if you wish to remove this feature. There is no system to inform us if you have purchased a policy elsewhere so the Retention Department will need to be informed. Going forward, you can speak to the team on Twitter @Hastingsdirect or Facebook as an alternative to the phone. ~Theo
