Hello, I'm very sorry to see that we couldn't offer you a more competitive price. Thank you for choosing to insure with us despite this being the case. ~Theo
“Great service, done what was required, quickly and efficiently, only a single minor complaint was that it was difficult to understand the operator due to the accent/language, telephones are always troublesome from me.”
Hi,
Thanks for your 4 star review!
It's great to hear that you found us great to use when contacting us. If you feel it's sometimes easier to talk to us via chat, we do have a Live Chat or email options available.
Thanks for taking the time to send us your review. ~Carly
“Not saying that the company doesn’t 5 stars but One person I feel definitely does is Sakhile.
Due to my learning needs, a lot of people that I have spoken too perviously (including the day before this phone call with Sakhile) have been less than understanding and have become quite annoyed with me when not understanding them. Sakhile was patient, polite and repeatedly told me information I needed to hear within a different manner when requested.
He made me feel at ease and satisfied with my enquiry when renewing my car insurance.”
Hello Kate, thank you you so much for taking the time to share this with us. It's really appreciated. We would like to pass this review to her team leader. Can you please email us your policy reference and perhaps copy this review into the email so we can locate her? You can email us at customersupport@hastingsdirect.com. ~Theo
“As with most companies there are lots of promises of customer care. Sadly, there is little if any care here. OK, I have probably made a mistake by making a claim on a small item, but at my age things get blurred.
Hastings passed my details to SBS who also made great claims of customer care. After two weeks without my Tablet phone, I had heard nothing, so I contacted SBS who told me "they could not talk to me as they has passed my repair details back to Hastings : "SIX days previously" and that I must contact Hastings Direct, giving me a "direct" number. Calling that number put me through an extended series of number entries/ button pushing, ...for the call to be finally cut off, instructing me to use app or account online. Further attempts gave same result. So, accessing my account, I find Hastings cannot talk to me either ... and I am instructed to ring the underwriters: "Advantage" via a number displayed on screen. I finally got to speak to someone, at Advantage, who did not even ask me who I was...,just to be told: "if it was about a claim there was no-one who could talk to me because they have too many claims". The next day, I made further attempts to contact and find out about my item, but could contact no-one. Finally, I filled in an online complaint form. Even that has not been acknowledged. What do I do now? Go to the ombudsman ? I would be so much happier to have my money back and get a repair myself. It would be far less costly to me all round - especially after I have paid the excess. It also seems that that my premium could go up by well over £1000 next year. All this, grief for a small claim for broken PC Tablet screen and with 9 years no claims bonus. What is more worrying is that we also have car insurance with this company. Now, of course, I have read the reviews. Too late. It certainly seems that have paid insurance premiums for nothing. I always watch the insurance scam programs and feel sorry for the insurance companies and get annoyed about premiums getting higher because of them.
I now see the other side of the coin.
(NOTE: I have now had acknowledgement of my complaint, but no action, yet)”
Hello, I'm very sorry to read about your experience and if you've not heard back concerning your complaint. If this is the still the case, please email us at customersupport@hastingsdirect.com so we can chase the progress of this for you. ~Theo
“Loosing points for braking when I'm away on holiday for a week is a joke! My car is in my driveway 70miles away. My legs aren't that long. 5 points now. Was 2 a few days ago.
Your points system for the black box is ridiculous anyway. I have perfect marks for everything except braking which I'm now being penalised for when I'm not even in the car. Yet my score is around half of the points I can't get. Erm.... No! You can't do basic maths. And the things I'm braking for are other drivers running red lights to push Infront of me or people jumping in front of my car when I'm on a dual carriageway so if I don't brake I'll kill them. What a joke!
I will not be using your company again. What a rip off.
Can't add a photo as your app doesn't allow screenshots.”
Hello, I'm very sorry to read about the experience you've had with your Youdrive policy. At times, there could be a delay in the score updating after a trip. Perhaps this is what occurred on this occasion. Please note, that your score doesn't need to be perfect. It only needs to be above 30. This is due to the understanding that you will have to deal with situations and other road user and the actions you take may affect your score. Please contact the Telematics Department on 0333 999 8911 if you need to discuss your score further. ~Theo
Hello, I'm very sorry to read about the experience you've had. If you need any help with your policy, you can email us at customercare@hastingsdirect.com. We'll do all we can to help you. ~Theo
“I've been with you for years but say wont be insuring me again wont give reason is it my age or the car I drive range rover evoque phone you up and say can't tell me why but been happy to have my money over the years I've clean licence and no convictions”
Hello Ivan, 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 complaint is solely based on the fact that every single year Hastings increase my insurance renewal.
The below was my original renewal which I thought was absolutely ridiculous considering I am a loyal customer of Hastings with 7/8 years NCD, yet every year I receive these crazy increases. I just feel there is no point in NCD, and the loyalty shown by the company is nil.
This year's total price £710.44
Last year's total price £464.84
I then called and this renewal was updated to the below, which proves my point over loyalty; otherwise why would the company not provide this price in the first place?
This year's total price £618.61
Last year's total price £464.84
My understanding regarding NCD is where I, the customer, pay extra on the basis that I see the benefits. Yet every single year my insurance is just increasing.
I feel I have been incredibly loyal to Hastings and in return all I seem to get is increased renewals.
I would advise ANYONE to not use this insurance provider. I have made a formal complaint and guess what, they've done nothing about that too! Jokers.”
Hello, I'm sorry to read about the poor experience you've had. At the point of each renewal, the underwriter of your policy and the insurer that Hastings Direct works on behalf of, will review and re-rate the policy details. They will consider information on the policy such as: the postcode, how many claims have been recorded in that area, the make/model of the vehicle, how often the make/model has been in accidents etc
Based on these details the premium can increase if it is perceived by the underwriters that there is now an increase in risk when compared to last year. Please note this is not an all-inclusive list. Customers can contribute to a competitive renewal by earning no claims and having a clean driving license. However, I’m afraid that a lot of the higher rating factors may not be within a customer’s control. As the broker, Hastings Direct can amend the policy details when they have the authority to do so from the customer, ensure that the correct information is being rated on and apply whatever discount is available in an attempt to make the price more competitive. We cannot do this until we are contacted by the customer and until we are contacted, have no involvement in the renewal process. I hope you receive a satisfactory resolution to your complaint. ~Theo
“Consider very carefully before appointing Hastings Direct as your insurance company, particularly with car insurance.
I had an incident on 18th April and Hastings have so far failed to effect a repair or even provide an update as to when they 'expect' to have my vehicle returned to me. Hastings have chosen to appoint a third-party agency called the Vizion Repair Network to manage the repair and communicate with the car repairs, but this company is not adept at doing so.
You will receive zero communication or updates from Hastings or Vizion.
Pay more and go elsewhere is my advice. Oh, and avoid the Vizion Repair Network if you can.”
Hello, I'm very sorry to read about the delays and to see that this claim isn't progressing as quickly as you need it to. I hope that despite your review, progress is being made and you will receive an update concerning the repair soon. If you need to contact the Claims Department you can email them at motorclaims@hastingsdirect.com or request a call by contacting us on Facebook or Twitter @HastingsDirect. ~Theo
“Absolute and unadultered rubbish. Not even worth a single star. Couldnt remember password so clicked on renew password link. Link provided quickly but, despite the screen saying the password I had chosen was strong, the password was rejected. Same thing after over a dozen tries with different password each time. And the help section to try and resolve is nonexistent. Hope I dont have to make a claim with this bunch of jokers.”
Hello, I'm very sorry to read about this. I can appreciate how frustrating this can be. Please ensure there are only letters and numbers included in the password. If this is still an issue, please email the team at mobileappsupport@hastingsdirect.com so they can take a look at this for you. ~Theo
“I rang hasting direct on the 22-6-23 to put roadside recovery on my policey which the lady said she did. but when i received my new documents it was not on there so i rang up again and was told it could not be added to my policy and now my car is in for repair and i need a courtesy car (which is on my policy ) they will not surply one unless r.a.c ( which they will not put on my policy ) pick it up and take it to a repair centre which surplies courtesy cars. i have been with hastings a very long time and i am very ,very disappointed and angry with the lack of service i have been given today.”
Hello, I'm very sorry to read about your experience and if an error made by an advisor has contributed to this situation. I hope that your vehicle can be repaired soon. If you need to raise a formal complaint concerning this, you can do so with the Customer Care Department here: https://www.hastingsdirect.com/help/complaints-form.shtml ~Theo
“Renewal double the price from last year.Whent on the website same policy £100 cheaper. Phoned up to cancel tried to offer me it cheaper straight away; I said forget it you should have given me that first. you will now lose my house policy”
Hello Geoff, I'm sorry to read that the initial renewal wasn't competitive on this occasion and I hope that you have since been able to find suitable cover for your vehicle. Thank you for having been insured with us over the past year. ~Theo
Hi Anthony,
Thanks for your 5 star review!
We're so pleased to hear that you found our service great and helpful.
Thanks for taking the time to send us your review. ~Carly
Hi Sandra,
Thanks for your 5 star review!
We're so pleased that you found us competitively priced and our website easy to follow.
Thanks for taking the time to send us your review. ~Carly
“took money too early
did not receive roadside assistance details , such as a card i could use in case of emergency.
value of car was reduced, had to pay extra for proper value.”
Hello, I'm sorry to see that you haven't had a better experience. I'm afraid we do not provide contact cards on behalf of the breakdown provider, however you may be able to request this from the RAC. You can reach them to request this on 0333 321 9818. The payment for the policy is taken at the point of purchase, not on the start date of the policy. I apologise if you weren't aware of this and for any confusion this practice may have caused. ~Theo
“Had a policy with Hastings for over 10 years but tried to change reg of my car to private plate and they said they couldn't do it even tho dvla said everything was fine it was hasting data base which was not updated. Funny they could do a new quote with my private plate but couldn't just change it on my policy, so this meant without taking new quote and losing my years no claims because of cancellation of my policy which was 10 months in I wouldn't be able to drive my car. It was a joke so I had to be out of pocket because their data base is out of date wouldn't recommend this company again”
Hello, I'm sorry to read about this and to see that this system error prevented you from being able to amend your registration plate. I can appreciate the frustration at this and at losing the no claims you were working for. I hope that you have since been able to find cover for your vehicle and please contact us if you need any further help concerning this situation. You can email us at customersupport@hastingsdirect.com. ~Theo
Hi Lukasz,
Thanks for your 5 star review!
We're so pleased to hear that you find our staff and communication great
Thanks for taking the time to send us your review. ~Carly
Hi Samantha,
Thanks for your 5 star review!
We're so pleased that you found it easy to set up your policy.
Thanks for taking the time to send us your review. ~Carly
