“hastings insurance very competitive, unfortunately the app didn't work so well it got stuck in a loop ,so I was unable to process my quote, so I phone them ,explained the problem, then it was sorted straight away very efficient good got my insurance đź‘Ť”
Hi Peter, 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 when a problem arose. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~Becky
Hi Mohinder, 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. ~Becky
Hi Elaine, we really appreciate you taking the time to share your feedback with us. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks. ~Becky
Hi Gavin, 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. ~Becky
“Another claim free year, let’s reward you with a 102% increase on your renewal. That’s an extra ÂŁ470 please. Cost of living crisis you say…. Profiteering scum.”
Hello, I'm sorry to read about your experience and to see that the renewal wasn't competitive on this occasion. Please remember that you can contact our Retention Department on 0333 321 9801 to discuss the price. I Hope that you will be able to find suitable cover for your vehicle. ~Theo
“I won’t be renewing my policy this year. I contacted Hastings Direct to make a claim regarding some building damage we had. When I spoke with claims team I was given every excuse as to why I was unable to make a claim and that the damage was not covered. So thanks to Hastings we are now trying to find ÂŁ7000 to fix the problem. Also I have just had my renewal invitation and Hasting want to increase my payments by ÂŁ144.46 because I had made a claim. I am very confused by this as no claim was made because I was told the damage was not covered. I am not sure what we have be paying Hastings Direct for over the past years if we are unable to make a claim when needed. I would not recommend Hasting Direct.”
Hello, I'm very sorry to read about the damage to your home and to see that the underwriter was unable to cover the claim or damages you reported. I hope that you have since been informed why this is the case. If not you can contact the relevant department to discuss this further here: claims@hastingshomeclaims.com.
I hope that you will be able to find suitable cover for your home soon. ~Theo
“Unreliable Mobile App: I have two policies for my cars, but unfortunately, your mobile app lacks the functionality to link both policies simultaneously. This limitation creates a significant inconvenience for customers like me who have multiple policies with Hasting Direct.
Lack of Response: Despite reaching out to report this problem, I did not receive any response from your customer support team for a period of three days. This lack of communication is deeply concerning and demonstrates a disregard for customer satisfaction.
Poor Customer Service: During a recent phone call with one of your representatives, I encountered difficulties due to a decline in call quality. When I requested clarification, the representative displayed impatience and a lack of willingness to assist me effectively.
Unjust Policy Cancellation: To my disbelief, my policy was abruptly canceled without any investigation or attempt to address the issues I raised. This decision was made without considering the inconveniences I experienced or making any effort to find a fair resolution.”
Hello, I'm very sorry to read about this. Reading through your review, I can appreciate the disappointment and frustration this would have caused. If you haven't already done so, you can raise a complaint with the Customer Care Department at https://www.hastingsdirect.com/help/complaints-form.shtml. ~Theo
“my car got hit outside tescos parking lot the other driver was at fault which he admitted i stated the truth when my car got hit i jerked to my right as i stated in my claim Gastings stated i siad i jerked from left to right which i did not state that i contacted my on line gp a few days after my accident because of shoulder and neck pain she advised it was whiplash but recommend at home neck and shoulder exercises which i have been doing and i still have issues with i had my examination with the insurance examiner he concluded in his examination report that i had sufferd whiplash and would recommend physio therapy but never mentioned it me all he told me he would send his report to the solicitors Hastings have falsified what I wrote in my claim they stated it was only a scuff mark accident which the Repair garage report states the whole front left door had to be renewd as they also told me. basically hastings has called me liar when everything is written by the repair centre and the examiner gp and was never refred to physio therapy.”
Hello, I'm very sorry to read about the injury you sustained and I hope for the best concerning your health. I hope that despite your review, some positive progress will be made concerning your claim and the repair of your vehicle. If you need to arrange contact with the Claims Department, please contact us on Facebook or Twitter @HastingsDirect so we can arrange this for you. ~Theo
Hi there, 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. ~Becky
“I have been with Hastings for the last 4years and never claimed, this week someone hit my car so I contacted the online claims form. Not getting a reply my wife rang them as the car needs sorting, she explained that I cannot speak due to throat cancer but their reply was because she's not on policy they couldn't speak about my account, they said get Chris to email us giving you permission, I have done but still can't get my claim sorted, the other party admitted it was their fault so should be straight forward, it's frustrating not being able to speak but luckily for them I didn't need to to take policy out
Chris”
Hello, I'm very sorry to hear about this and I hope for the very best concerning your health. I hope that you have since been able to arrange for your wife to speak on your behalf. If not please email us at customersupport@hastingsdirect.com so we can put this in place for you. You can also contact the Claims Department via email at motorclaims@hastingsdirect.com. ~Theo
“I had missed a payment (End of February), which i then paid on 4th March 2023. I then received an email in April saying that my February payment had not been paid, which I went back on providing evidence of the payment. I had two response's back on this - The first saying they never received the payment and the direct debit didn't go through, which I said was correct but I had paid via bank transfer( I then provided more evidence). The second email said that they did receive the payment, but couldn't tell me where it was allocated. I then got a text message from them saying if I did not pay this that they would have to report it to the credit company, even though this was in dispute. I then paid off all my outstanding balances as I did not want to deal with them anymore.
Whilst this was happening it went to the complaints department who took over 3 weeks to get back to me, after a second call saying she would come back in a weeks’ time! I then received an email saying the complaint is now closed because they haven't chased me for payments but failed to realize that I had paid it all off, because of the aggressive texts they had sent.
The names of the people who were supposed to help were; Jo (Senior Customer Care Specialist), Thandeka Skosana, Jaskanwar Singh, Naomi Anderson, Tamera Dambrauskas, Hannah Kingshott
Do not take your insurance out with these people, the most horrible customer service you can imagine. They do not care about you and will try and take extra payments when they can.”
Hello, I regret that you had such a poor experience with us and that the situation concerning the payment caused so much frustration. I apologise also if you didn't get the resolution you were hoping for where your complaint is concerned. Please remember that you can escalate this externally once it is closed with Hastings Direct. If you need to discuss this further, need any help with the policy or to have documents concerning this sent to you, please contact us at customersupport@hastingsdirect.com so we can help you. I hope that if you have left Hastings Direct, you have since been able to find suitable cover for your vehicle. ~Theo
“Disgrace, the service is rubbish. I cancelled my renewal today I was on an 11 month contract with a paid deposit first month yet they still want me to pay ÂŁ32.00 to leave them. The renewal price was ÂŁ531 for a low risk low mileage driver. They will write off a classic They will never keep me as a customer.”
Hello Mark, I'm very sorry to read about this. If you would like us to take a further look at the policy or the amount quoted to cancel, please contact us on Facebook or Twitter @HastingsDirect. ~Theo
“This has been my 3rd year with Hastings Direct and up until lately I've found them really great.
I own a Peugeot 207 SW, nothing flash just a standard estate car. Unfortunately the tailgate window shattered whilst i was driving.
I started a glass claim under my comprehensive insurance and after contacting National Windscreens...Hastings approved contractors, i was told that they couldn't get the glass so i would need to either go to another glass company or a scrap yard and find one myself. FIND ONE MYSELF...what happened to section 8 of my policy that states 'the company will repair or replace glass under a comprehensive policy'.
Basically I've been left to it and heard nothing else from Hastings.
What makes things worse is the trawling around trying to find phone numbers to contact the correct people, who clearly don't want to be contacted!
Hastings and I are done.”
Hello Lee, I'm sorry to read about this and I appreciate the frustration this would have caused you. I hope that you have been able to find the appropriate type of glass to aid with the repair of your vehicle. If you would like 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
Once again, I'm very sorry to read about the poor experience you've had during this claim. ~Theo
“Easy to navigate online policy but disappointed that there has been no confirmation or paperwork saying the policy is in force, no certificate of insurance has been received”
Hello Wendy, thank you for your feedback. Looking at the policy, your documents are sent to be delivered via email. If you would like a copy in the post, please contact us via Facebook or Twitter @HastingsDirect and we can arrange this for you. ~Theo
“I am on maximum no claims and have never claimed from Hastings. Yet my premium quotation for my multi-car policy has gone up by 60% this year with no explanation!”
Hello Martin, I'm sorry to see that the renewal isn't competitive this year. I can appreciate this can be frustrating. If you haven't already done so, please contact the Retention Department on 0333 321 9790 so they can take a look and discuss the price with you. ~Theo
“I emailed to inform that I am away and will install the app and Tab once I get back. The website kept sending me password reset and did not work. I explained to customer service but cancelled policy. Made 3 online complains but no one contacted me.
I don't think this company is serious in running business.”
Hello, I'm sorry to read about the experience you had and to see that the policy has been cancelled. Looking at the policy, I can see that a complaint is in place and has been logged for you. If you need to discuss this urgently, you can contact the Customer Care/Complaints Department on 0333 999 8904 so they take a look at this. I hope you get a satisfactory resolution to your complaint. ~Theo
