“I had to go through a comparison site to get a better renewal quote and you make it impossible to remove auto renew even when you give loyal customers a terrible price. Please improve your customer service”
Hi Molly,
Thanks for your review, we’re sorry to hear you’re unhappy with your policy renewing automatically.
All policies are set to automatically renew unless you tell us. We do this so you’re never uninsured and so that if you forget to give us a call, you can still legally drive.
You can remove the auto-renewal from your policy at any point during the first eleven months of the policy. This can be done on the app/online account or by calling the Renewals team on 0333 321 9790. Information concerning this is shown in the very first set of documents that are sent to you. I'm sorry if this wasn't seen. ~Theo, Social Media Team
Hello
Thank you for your review, I'm sorry to read about the poor experience you've had and that you struggled to reach us on the phone. I hope you have since been able to get the help you needed. Going forward, you can email us as an alternative at customersupport@hastingsdirect.com. Our team would be happy to help you. ~Theo, Social Media Team
Hello, it's really good to see that you got the customer service you deserve. Thank you for taking the time to share your positive experience with us. ~Theo, Social Media Team
“Discrepancies between your web site and a comparison site. I had to call rather than do it electronically. The lady on the phone was however very good. You need to be clearer that you cover flood risk”
Hello Melvyn,
Thank you for your review, I'm sorry that this wasn't as straightforward as we would like it to be. We appreciate your feedback and we'll pass this to the relevant team. I'm glad that you got the customer service you deserve and thank you for insuring with us despite having this experience. ~Theo, Social Media Team
Hi Sumiya, it's good to see that we could offer you the level of cover that you needed at a competitive price. Thank you for leaving a 5-star review with us. ~Theo, Social Media Team
“I received the competitive price for insurance via Compare the Market. When transferred to Hastings website all was clear and easy to do, I could add and remove services to tailor the product to my needs”
Hello Marcus, I'm glad this was such a straightforward experience and that we could offer you a competitive price. Thank you for taking the time to share this and for choosing to insure with Hastings Direct. ~Theo, Social Media Team
Hello, it's really good to see that you got the customer service you deserve. Thank you for taking the time to share your positive experience with us. ~Theo, Social Media Team
Hello Barry, I'm glad this was such a straightforward experience and that we could offer you a competitive price. Thank you for taking the time to share this and for choosing to insure with Hastings Direct. ~Theo, Social Media Team
“This provider is disturbingly deceptive and clearly has no integrity. They tried to increase my premium by auto-renewal by over 40% with no changes to our circumstances, and to justify it with vague references to general price increases. But then when you call them up they are instantly prepared to knock over 50% off the renewal price just to retain you (which is still not as low as competitors). So clearly nothing to do with underlying cost of insurance, just greedy, price-gauging techniques. No conscience. No integrity. If you are prepared to insure someone for £400, there is clearly no reasonable justification for attempting to take over £900 from them automatically by debit card. Truly disgusting exploitative mentality. Avoid at all costs.”
Hello Neal,
Thank you for your review, I'm very sorry to see that the renewal wasn't competitive on this occasion. At the point of each renewal the policy details are reviewed and as a result the perceived risk posed by the policy details can change even if the details don't. It may be the case that on this occasion the underwriters of your policy perceived a higher risk and the increase in price reflected that. Your policy details are not the only factors considered. Industry trends, rise in claim costs, how many accidents the make and model of your car are involved in throughout the year etc can all have an impact.
Please note, Hastings direct as a broker has no contact with the renewal until the customer contacts them to discuss it. This is why we ask you to contact us if you are unhappy with the price the underwriter has provided so it can discussed and we can see if the price can be improved. Without the customer's authority, we cannot amend the policy or apply any of the tools we use to hopefully get a better price.
I regret any frustration this process has caused and I hope that you have since been able to find competitive cover for your vehicle. ~Theo, Social Media Team
“Awful company will never go with them again. They up your insurance quote every year with a stupid reason why where I can go somewhere else do cheaper. After cancelling my contract I am then accused of not making a payment even tho it was through a direct debit where one month they didn’t take a payment and I was not informed why they didn’t take it even tho it should of gone out. After a year being penalised to still pay a missed payment fee on top of a whole month fee where my contract is ending. If I owe them the money that is not the issue here. My issue is the lack of communication with each other and myself on not informing me when a payment was not take. They are the most money grabbing company I have experienced and heard from other people do not bother with them.”
Hello Travis,
Thank you for your review, I'm sorry to read about the increase in price this year and to see that you've had such a poor experience with us. We hope that this issue with the payment has been resolved. If not and you need to discuss this further, please give us a call on 0333 321 9801 so our team 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 Wendy,
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
