Hello Kirsty, it's good to see that you got the customer service you deserved. Thank you for insuring with Hastings Direct this year. ~Theo, Social Media Team
“Renewed my car insurance with the agent, who clearly said I could put in my husband's driving licence number on my app. When I tried it blocked me saying I had to call them. I did and they said it would cost me £47 to add my husband driving licence, I said no then they said it's mandatory or they will cancel my insurance. Been with them for 5 years no customer loyalty at all. Went with the AA who do not charge you at all for any updates or changes to your insurance plus they were cheaper and offered more cover.”
Hi Gabriella,
Thanks for your review, we’re sorry to hear you’re unhappy with the price we offered and the fees you incur to make these changes.
Our quotes for changing your details and getting a quote for a new policy are valid until midnight the same day.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. However, this price may change even if your details stay the same, because your insurer may adjust the risk level of your policy.
We appreciate no one wants to be charged fees but, like most other insurers, these cover some of our business costs - like the costs of staffing our contact centres, managing your policy, creating and sending documents and maintaining and developing our systems.
We try to keep these in line with everyone else and make it as clear as possible how much these fees are and that they’re non-refundable. ~Theo, Social Media Team
“Although you suggest using your app, some people are not up to date with modern technology. Also I have had to look on line for the tele no of the RAC, I couldn’t find it in your paperwork that was sent to me.”
Hello,
Thank you for your review, we're sorry that you didn't have the best experience with us. If you would rather receive your documents in the post or contact us to make changes to the policy, you can call 0333 321 9801 or email customersupport@hastingsdirect.com.
You can also find a list of other helpful numbers here by clicking on the relevant link: https://www.hastingsdirect.com/help/ ~Theo, Social Media Team
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and we’d love to keep you as a customer.
We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, please let us know. Our renewal prices are always the same, or better, than prices we'd offer a new customer with the same details. You’ll find more information on our website.
If you would like to discuss the price, please contact our Retention team on 0333 321 9790 and they can take a look at this for you. ~Theo, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks, Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks, Nicole, Social Media Team
Hi James,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Terrible service website doesn’t work properly and when I tried to ask to transfer my cover to a new property they wanted a 69% increase and to tie me into a new contract for a year. To cancel my existing contract was 35 pounds which they reduced to 12 pounds even though I would no longer be using them . Typical bullying large corporation that doesn’t really care about their customers”
Hi Matt,
Thanks for your review, we’re sorry to hear you’re unhappy with the price we offered.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. However, this price may change even if your details stay the same, because your insurer may adjust the risk level of your policy.
I appreciate the frustration any increase can cause and I hope that you are able to find suitable cover for your new home soon. ~Theo, Social Media Team
“If I could give 0 stars I would! We had our flat roof ripped off by winds which resulted in terrible rain damage in our loft bedroom, water pouring in through the ceiling from the rain, and they wouldn't pay out!!! And noone even came to assess!! Disgusting, why do people bother having insurance!! We have had to pay out thousands of pounds to have a new roof, new ceiling, new carpets, new furniture and so on.
DO NOT USE HASTINGS!”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service and to hear about the damage to your home. I hope that repairs can be made soon.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
If you’d like to discuss this further, make a complaint or have any questions, please call our team on 0333 321 9801 so we can pass this to the underwriter of your policy. You can also raise a complaint directly on our website here: https://www.hastingsdirect.com/about-us/customer-complaints. ~Theo, Social Media Team
“Phoned to say that I wanted to cancel my car insurance with one month left to run told it would cost £45. With refund of one month, I paid a full year in advance, I was told i would need to pay £3 in any event, because i couldn't allow the policy to expire naturally. Like most companies its almost impossible to correspond with them. ABout to complain to the insurance regulator.”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the cost of cancelling.
When a policy is cancelled, we make sure to only charge for the exact numbers of days the policy has been opened for, and for any fees that apply.
You can find a breakdown of the costs of your cancellation (how much you’ve been charged compared to how much you’ve paid) in your documents.
You would need to raise a complaint internally before referring to the regulator. If you haven't already done so, you can by giving us a call (on 0333 321 9801), sending us a letter or filling out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“After having representatives from Hastings ring me up making contact with me apologising over their client finally letting them know about an accident she had in hitting my classic car admitting fault many days previously they appeared to be wanting to be helpful in helping me & i explained was waiting for my insurance company to decide what was happening with my car & it was suggested they would be in contact with me at a later date over the injury side of things.So as i've just found out my Mustang is to be written off i decided to ring Hastings up again to updated them this afternoon & to ask about the injury side of the claim. I have to say right from the get go the person i spoke to was very unprofessional not very caring or understanding,i was only in contact today from advice given from my very mature insurance broker in approaching Hastings about injury involved, i'm still feeling rough from having mild concussion & whiplash.Just couldn't believe how i was spoken to from Wesley or Wes as he was prefered to be known. It wasn't nice as & found i had to end the call because of his obnoxious behaviour very unpleasant manner & unprofessional in not listening to a conversation, i did expect better given the first contact i've had with Hastings earlier from this accident claim. Disappointed.....
Date of experience: 23 October 2024”
Thanks for your review, we’re really sorry about the poor service you received.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion.
If you believe that this claim has been poorly or incorrectly handled and you want to make a complaint, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“HastingsDirect is a joke of a Car Insurance. I’ve only bin with them for a month and they cancelled my insurance already. You get a tracker if you break to hard you lose points if you take of to fast you lose points. I’ve had letters and emails saying if your score goes below 30 we will cancel your insurance. So if a dog runs out in to the road and you break hard they will punish you by losing points. And cancel your policy. My advice don’t get Insurance with Hastings it will do your headin. If you break too hard you’ll get a letter if you go off too fast you’ll get a letter the company a joke it really is. Go with Tesco’s, Insurance it’s the same price and you don’t get no stress”
Hello,
Thank you for your review, I'm sorry to see that you've not having the best experience with the telematics policy.
The Telematics team does take into account that you will have to adapt to the road ahead and that this as well as other road users can cause you to take actions that may impact your score. As a result they acknowledge that your driving score won't always at 100. For the sake of the policy, it just needs to be above 30. If you have any questions concerning this, please call our YouDrive team on 0333 999 8911 so they can take a look at the policy for you. ~Theo, Social Media Team
“I have been 3 year hasting direct insurance, when someone accident my car two time and show to proof video clip all done and I have been told hasting BSL video call or intpreter sign language they are no bring sign language or video. I have been invest hasting direct is more expensive and rip off. Hasting direct look greedy and more money its was not fault accident. I have been experience hasting direct never support sign language I use behalf with my dad phone on insurance I give hasting direct one star and very expensive triple price RIP OFF”
Hello Mubeer,
Thank you for your review, I'm sorry to read about the experience you've had during your claim and if you have not received the level of customer service you deserved. I appreciate you are unable to call, however, are you able to send us an email concerning what you require? You can do so at motorclaims@hastingsdirect.com or you can send us a message via Facebook or X (formerly Twitter). ~Theo, Social Media Team
“Policy wad easy to complete and very competitive. As a new driver the telemetry box ensures I'm constantly thinking about by driving whilst I gain experience.”
Hi Callum,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Janet,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“The price was very competitive with other providers and the benefits were better value for money. The advisor who I spoke to was very helpful and answered any questions that I had and explained all the T&Cs.”
Hi Bonita,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Danny,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
