Hi,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled and to see that you didn't get the level of customer service you deserved.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion. We’d like to look into this and, as long as you’re happy, pass on any feedback to the colleague and their team leader.
To do this, please send us a message via Facebook or X (formerly Twitter) and we can arrange for this to be done or you can email us at customersupport@hastingsdirect.com. ~Theo, Social Media Team
“I unticked the renewal box for my car insurance as soon as I was set up online. Eleven months later when I received a renewal quote the box had been ticked, without my authority. I again unticked the box. Hundreds of pounds were taken from my account without my authorisation, on phoning Hastings they reluctantly agreed to a refund minus £20. A complaint has been made to the company and if I am not satisfied with the outcome I will be going to the Ombudsman. The company’s actions have caused me to go overdrawn. Recommend to avoid dealing with Hastings.”
Hi,
Thanks for your review, we’re sorry to hear about this and to see that you've had to raise a formal complaint.
I hope that you receive a quick resolution to this. If you need to discuss the complaint or add anything further, please contact us by calling 0333 999 8904 so the assigned handler can assist you. You can also send us a message via Facebook or X (formerly Twitter) and we can see if there are any updates.
~Theo, Social Media Team
“3 months after my claim I am still waiting for a Valuation. Multiple 'transfer you to the correct team' even though they email you the direct number to call! Nobody wants to, or can help. Passed from one person to another consistently. Excuses made time after time and blaming 3rd parties for the delay when in actual fact it is sitting with Hastings They are not allowed to pass through to a manager as nobody wants to own Customer Satisfaction or see things through to resolution. Now blaming delay on undeclared convictions which are clearly on the quote. Laughable and Desperate”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service.
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 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
“I cancelled my multicar insurance renewal policy (two cars) on the first day, and I phoned them to cancel my policy, they charging me £20 on each car, even though I the was in cooling period which I have 14 days and it is written in the renewal document no charge if renewal cancelled with in 14 days I.e cooling period And does not say there will be charges but the made it up to take money from customers. As I high lightning shown in attached photo On cancelling new or renewal with in 14 days.
I been dealing with insurance companies for the past 20 years and they all do not charge any money with cancelling a renewal insurance during cooling off period.
Hastings Direct is the first do make a charge making any reason to charge. I do not recommend company to anyone.”
Hi Radhi,
Thanks for your review, we’re sorry to hear you’re unhappy about our fees.
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.
Please note, the £20 isn't a cancellation fee rather it is an arrangement fee that is retained following the termination of the policy.
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
Hello,
Thank you for your review, I'm sorry for any frustration this has caused. The type of policy you have purchased may require you to provide this information. We do ask that you read the terms before you buy the policy. If you’d like to check out our other insurance options, head to our website or give us a call at 0333 321 9801. Our advisors would be happy to help you. ~Theo, Social Media Team
“After getting my renewal price lowered using the rather-easy online tool - I called up today to just ensure that my policy was 100% accurate and that all my information was correct and so called the customer service team. I *believe* I was put through to "Jay" who was absolutely absolutely fantastic.
He patiently went through every single one of my details to ensure it was up to date and spent about 15 minutes with me trying to find the right job title that my partner should be under! He was very personable and had a great sense of humour - It was like getting my insurance sorted with a mate!
Please do pass this feedback onto him / his manager as he was an absolute star!”
Hi Michael,
Thanks for your review, we really appreciate you taking your time to share your feedback.
I’m sure the colleague you spoke to would be delighted to know they’ve been given some fantastic feedback - I’ll let them, and their leader know.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“What a poor excuse for a company. Ombudsman it is They are thieves trying to reduce our stolen car payout for a simple error. We've put a complaint in and they have told us it will take 2 weeks. 2 weeks with no car for school or work
I doubt you are going to pay my billls. I want a.senior advisor to contact me ASAP.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service.
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 Claims team on 0333 321 9800 or send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hi Sukhjinder,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
We’re delighted to hear we’ve been able to offer a competitive price
• It's lovely to know you’re happy with us a company
• We’re so happy to see we’ve been able to provide you with a great product
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Poor customer services,
Asked the guy I want to speak to the manager but he didn't, such a rude and pathetic people.
Ripping off the innocent customers,
My policy is going to start 16 sep 2024 and yesterday on 6th Sep I spoke to the customer services and requested to cancel the policy, they said they will charged me £20 for setting up non refundable fee. I requested them my insurance policy hasn't started yet and im entitled to get the full refund as I hasn't started using for services.Cancel
The policy and refund my deposit but he didnt want to listen,he spent over and hour for nothing, laughing with colleagues and mock over the phone,I have received the email yesterday and they deducting £40 for nothing. My request is never trust hastings direct and never buy the insurance policy with them. They are the biggest scammer.”
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.
As you did have 0 days on cover, the only charge the a £20 non refundable set up fee, this is included on our fees page, and also a £20 non refundable tab fee for the YouDrive tab that would have been sent when you set the policy up. You may be able to get the tab fee back, if you return the tab unopened, and call the team on 0333 999 8911 to let them know this has been done.
Thanks,
Nicole, Social Media Team
“You have an extremely poor service for intending new customers. All numbers do not allow me to speak to your team and i wonder why. Please provide specific numbers for new customers which are ignored by your service. Spells the downfall of the business when they can't handle new business.”
Hello Zacharias,
Thank you for your review, I'm sorry if you struggled to reach the call centre and get the help you need.
Our Sales team can be reached by calling 0333 321 9829. You can also email us for policy queries or changes at customersupport@hastingsdirect.com or on social media via Facebook or X (formerly Twitter).
~Theo, Social Media Team
“Beware of cancellation fees!
Paid monthly for my motorcycle insurance, cost a third of the total annual cost to cancel the policy half way through the year! Outrageous fees for clicking a button on a screen. No option to do it online either.”
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.
Also, if you pay by Direct Debit, these aren’t pay-as-you-go payments - they’re a repayment schedule to pay back the credit agreement that began when you first bought your policy.
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.
Thanks,
Nicole, Social Media Team
“Here’s a more refined version of your message:
I am extremely disappointed with the level of service and customer care we’ve received following the burst water pipe in our home.
Not only was the cash settlement significantly undervalued, but we also felt pushed and coerced into accepting it. The water damage to our kitchen countertop was initially refused on multiple occasions and was only accepted later as an apparent act of goodwill. However, our cash settlement offer was then reduced, with the explanation that replacing the countertop was cheaper in terms of labor compared to propping it up to replace the flooring. Now, we are being asked to start the process of obtaining quotes all over again.
This entire situation has had a massive impact on my mental health, especially as I’ve just had a baby and am currently on maternity leave. The cash offer would leave me out of pocket and struggling financially.
I have already raised a complaint, but the response was equally disappointing. It contained numerous errors and wasn’t properly addressed until I escalated the matter to a different department.
I would not recommend Hastings, nor would I ever consider using their services again.
This version is more concise and effectively communicates your frustration and concerns.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service.
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 Claims team on 0333 003 2336 or send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hi Dale,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
It's lovely to know you’re happy with us a company.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Naomi, Social Media Team
“Quoted on line through MCN, when decided to take them up on quote it went up decided to pay in full even though it had gone up again. They said quote was only valid at that moment and not valid after. PAID IN FULL THE AMOUNT REQUESTED ON THE SCREEN BY THEM. They then requested a further £36 saying I had under paid. When contacting them they used bullying tactics saying would cancel policy at my cost of coarse.
Robbery and bullying tactics by big companies like this need to end.”
Hi,
Thanks for your review.
I'm sorry to hear you had this experience.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Naomi, Social Media Team
Hi Anton,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
It's great to hear that we gave you a competitive price for your insurance.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Naomi, Social Media Team
Hi Arun,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
• It's lovely to know you’re happy with us a company
• We’re so happy to see we’ve been able to provide you with a great product
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“No claims in 50 years,clean licence,3cars insured with Hastings got quote 50pc higher than last year,would not reduce to sensible price so cancelled my policy refused to let me speak to anyone disgusted”
Hi Robert,
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.
Thanks,
Nicole, Social Media Team
