“Very bad and poor experience.
Unfortunately someone hit and run my car while parked.
Vehicle has been recovered to an approved garage the insurance then ask the garage to do not carry out any checks/access has the car will be written off.
Insurance then contacted Copart to collect the car.
So basically since the incident there was no contact with the car, there was no contact from them to us to inform about nothing.
Personal belongings still inside of the car and we can't get it back as per them poor service.”
Hello, we're very sorry to read about the poor experience you've had during your claim as we always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. ~Theo. Customer Care
“I would give this a zero star rating but that option is not available.
After passing her driving test, my daughter was given a quote yesterday and she took out an insurance policy, forfeiting the previous offer she had which she has now been lost. When she received the documentation today she noticed the advisor had made a mistake and had issued the policy aligning to her provisional license not her full driving license. When she called to have it corrected, Hastings would not honor the quote, cancelled the policy and put the phone down on her.
Before completing the call with the advisor yesterday, she confirmed with the advisor that the policy would cover her fully comp, with legal advice and aligned to a full driving license to which he confirmed 'YES'. This would have been recorded and Hastings should listen to that conversation and honor the previous quote she had or even the cost of the policy that was activated.
It should be noted, because of this policy being activated, my daughter drove her car all day WITHOUT sufficient cover and this company should accept liability for the error made rather than putting the phone down on her!
Disgusting service and a complaint will be filed with the FCA.”
Hello Heather, I'm very sorry to read about the poor experience you daughter has and I further apologise if an advisor's error led to this situation.
You would need to raise a formal complaint internally before referring to the ombudsman. If you wish to do so, please visit www.hastingsdirect.com/about-us/customer-complaints. When we’ve logged your complaint, we’ll get back to you within five working days. Our regulator, the Financial Conduct Authority, says we have up to eight weeks to settle your complaint. You’ll find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“Very bad experience with them. My Car was insured (Hastings Premier Online Policy) with them, a week ago (after a lapse of 5 to 6 months) they asked me to provide my DL and Log Book which I have provided to them, and confirmed the same by calling them. Everything was fine but they just canceled my policy on the plea that there is a month difference in car purchasing time (on the logbook it was July 2021 whereas on insurance it was mentioned as June 2021). They were supposed to amend my policy as every curial information was accurate, but they just canceled it not accommodating me at all.”
Hello, we're sorry to see that the validation checks caused some frustration and to see that this led to the cancellation of your policy. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We sometimes need the information to make sure an insurance policy is valid and fit for purpose.
I can appreciate the frustration the cancellation would have caused and I hope that you have since been able to find suitable cover for your vehicle. If you need to discuss this further, please give the team a call on 0333 321 9757. ~Theo. Customer Care
“0 stars if I could!! Never take home insurance out with this sorry mistake for a company. I had 2 floods at my house in September 2022. I was eventually put into alternative accommodation which they failed to keep extending out, making me and my two very young children homeless and forced to return to a house that is infested with sewage water. It’s now February 2024 and the work has never been finished. I could get into many more things they did wrong, but this is the extremely short version. I’ve never witness such a shambles and for such an extended period of time.”
Hello Kaiden. Thanks for letting us know about this and we’re sorry you’re unhappy with our service. To make a complaint, go to www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 321 9801. When we’ve logged your complaint, we’ll get back to you within five working days. Our regulator, the Financial Conduct Authority, says we have up to eight weeks to settle your complaint. You’ll find more information at www.hastingsdirect.com/help. Thanks again, ~Tamera. Customer Care
“Got a quote from compare the market.
When going through the quote on there site to buy my bike insurance the price kept changing and going up.
Told them and they didnt care told me that was the price”
Hello. Thanks for letting us know about this and we're sorry you're unhappy with the premium we quoted. Just so you know, the costs of claims are rising for all insurers and our prices are in line with inflation. The Financial Conduct Authority has also approved our approach to pricing. If you need any further help, please visit www.hastingsdirect.com/help. Thanks again, ~Tamera. Customer Care
“They consistently offer the most affordable quotes for young drivers. I've used their services for three consecutive years, and they've always been easy to work with. As a large company, they have the infrastructure to handle all requests efficiently.”
Hello, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~ Beth, Customer Care.
“car insurance renewal was nearly £200 dearer than the previous year, cannot find the cancel automatic renewal on line so after 40 minutes on line decided to phone after a wait and was put through to the house insurance line who then tried to get me to stay with them, back on hold again, gave up in the end waiting, very difficult to cancel on line or by phone.”
Hello Phil. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. Just so you know, the price we offer is based on the current details on the policy. We’re happy to look into this for you in case changes need to be made.
If you’d like us to help you further, please call our Renewals team on 0333 321 9674. Or you can email us on customersupport@hastingsdirect.com if you would like your renewal cancelled. Thanks again, ~Tamera. Customer Care
Hello, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~ Beth, Customer Care.
Hello Pravin, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~ Beth, Customer Care.
Hello Eva. Thanks for letting us know about this and we’re sorry you’re unhappy with the price we offered you. There are a few things that affect the price when we quote for a new policy or a change. Firstly, the quote is based on real-time pricing, which means it can rise and fall throughout the day as we update the risk-criteria based on new information. Secondly, we calculate the price of your policy based on various things, including your vehicle, address, drivers and personal details. This means we try and give our most accurate price using the information you give us at the time. If you’d like us to look into your quote, please call us on 0333 321 9801. You can find other ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Aadam. Customer Care
Hello Olufemi, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~ Beth, Customer Care.
“I had a phone call with Jack today who helped talk me through what options were available to me when buying a new car on the same policy. He was very helpful and I will be staying with Admiral for the future.”
Hello Jack, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~ Beth, Customer Care.
“"I am extremely dissatisfied with the handling of my claim. Every time I try to get in touch with you to locate and re-evaluate my car, your engineers are always too busy to help. Although my re-evaluation was supposed to take five working days, they still haven't had the time to do it. Furthermore, since the day of the accident, I haven't received a single call from your team."”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again, ~Aadam. Customer Care
“PLEASE AVOID THIS COMPANY
I have a no fault claim on my car. It was scratched along one side whilst parked. It only has 10k mileage. Hasting Direct said it would cost £6000 to repair it and decided it was a total loss. They offered me cash for the car but it would have left me £2500 out of pocket, as it was lower than it would cost to buy a like-for-like replacement car of same age/mileage.
When asked for a detailed breakdown of the £6000 repair bill estimate, they could not provide it and arranged for the car to be collected by Co-Part, a salvage company, stating this was to get a second estimate as to the repair costs. I refused collection by Co-Part and asked again for details of the first quote of repairs of £6000 on which they had originally judged the car to be a total loss. They cant produce this detail.
No-one would make a financial decision of this scale without seeing detailed workings out.
I am currently getting an independent body repair quote.
On top of this, I am entitled to a replacement car on my policy. When i was told two weeks after starting the claim i was not legally allowed to drive the car whilst a claim is being investigated, I then asked for a replacement vehicle, only to be told there is a 72 hour window after starting the claim to be offered a car and that had expired, so i was not entitled to a replacement vehicle. In the first 72 hours, I was NEVER offered a replacement car, nor was i ever told there was 72 hour window. Complete scam.
I have been dealing with the following list of HastingDirect Suppliers, all with their own emails and phone numbers: IRG, Enterprise, Co-Part, IMS. It has taken up ALOT of time from work and is still unresolved.
Insurance sector needs to be overhauled so it is fair, transparent and works for people.”
Hello. Thanks for letting us know about this – and we’re sorry to hear you’re unhappy with the price we gave you for your car. We use various valuation tools that help us give a fair market price for a vehicle. It’s unfortunate that your car’s value wasn’t as much as you were expecting.
Furthermore, we understand you’re unhappy we didn’t supply you with a courtesy car. Just to remind you, we’ll provide a courtesy car for the whole time your car is being repaired if you have a comprehensive policy or use one of our approved repairers. However, we don’t provide a courtesy car when your car is stolen, written off (also known as a total loss) or repairs aren't carried out by an approved repairer. We also won’t provide a courtesy car if you have a third party-only policy – this only covers the other driver in an accident. If you have a third party, fire and theft policy, there are times when we will offer you a courtesy car.
In addition, we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks again, ~Aadam. Customer Care
“Non-fault accident and they increased the policy cost when I changed vehicle mid-way thru.
Penalised for having a non-fault accident. CSR said it was the underwriters blah blah blah. If you accept their offer to cancel, you'll get a requote but penalised upon renewal, or even refused because that's how they work.
Same vehicle same risk, more coin for them, not just a change but a cheeks-parted violation.
Date of experience: 06 February”
Hello. Thanks for letting us know about this and we're sorry you're unhappy that your claim affects your policy’s price. A non-fault claim is a rating factor on a policy as any incident, regardless of fault, can affect car insurance premiums. If you wish to discuss this further, please call us on 0333 321 9800.
In addition, we’re sorry you’re unhappy with the price we offered you to complete a change of vehicle. There are a few things that affect the price when we quote for a new policy or a change. Firstly, the quote is based on real-time pricing, which means it can rise and fall throughout the day as we update the risk-criteria based on new information. Secondly, we calculate the price of your policy based on various things, including your vehicle, address, drivers and personal details. This means we try and give our most accurate price using the information you give us at the time. If you’d like us to look into your quote, please call us on 0333 321 9801. You can find other ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Aadam. Customer Care
“We had a burglary
We had a burglary, door glass was broken and cupboard door hinge came off. The person who came to fix the door frame was asked to deal with the cupboard door hinge, despite him not being a carpenter. As a result in 5 days hinge came off. I called the company the relevant person was busy at that moment. One of the female staff member called me back and refused to speak to me that my number was not on the policy although my name was, and I dealt with the whole procedure from the time of the incident. All of a sudden they did not want to speak to me on my contact number. They called my husband and excused to mend the cupboard door! despite it being included in our insurance policy. Now as a result of not sorting it in time the whole door has come off.
My jewellery was also stolen, the company already decided on not to give the claim back on most of my jewellery items. But they asked for the photos of all the pieces of my lost jewellery( after deciding), they were my personal and private photos I would have never shared any if I knew they had no intentions of paying for these items. It is intruding in my private life knowingly with no right to do so.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received regarding your claim. We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please call 0333 321 9801 or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Aadam. Customer Care
“Hastings service is good. Great app, good and thorough agents on the phone… but the renewal was considerably higher than another quote. It’s not that I don’t usually renew with the same insurer, but until quoted renewal prices are aligned with new policies moving is the obvious option. It’s an industry issue not just Hastings but the first company come up with a new strategy will see loyalty increase.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the price of renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. With online quotes, your information is usually more up to date – this is often the reason for the more competitive price. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. Thanks again, ~Aadam. Customer Care
“Having now had to claim, your process is very porrly managed and a but confusing. Already had one complaint upheld and the claim is really dragging on with mixed info coming my way. It could hardly be aneasier claim. Just me involved, I hit a barrier in a car park, no weird circumstances. That's it. One to avoid it looks like. I dont live far from you so contemplating heqading your way ;)”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks ~ Jodie, Customer Care
“Thanks to Karim, he was very helpful and pleasant. A great ambassador for your company with the exceptional customer service skills. One of the primary reasons for renewing was how efficient the service was in addition to the competitive price point for value too. I would highly recommend. :)”
Hello Taibia, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~ Tamera, Customer Care.
