“Charged me an extra £30 because my NCD was 6 years and not the 5 years I originally thought. £30 to change it!
Then they took over £2000 from my credit card unauthorised.
They paid it back when I complained - but only by cheque which I had to wait for.
Very unimpressed.”
Hello Fiona,
I'm very sorry for any inconvenience caused by this. We require all information to be correct as our Underwriters quote on all details given at policy inception. Our New Business Review team will charge their amendment fee if details are incorrect.
~Freddy
“Yes, maybe taking out the initial policy was easy, but wait until you get your renewal quote and try to find the auto renewal turn off on their website, and you will be struggling, because you can't. You will have to phone them up, and make sure you have plenty of time, as the call will take 10 minutes. You will want to switch off the auto renewal as the new quote will be well hiked up from the first year. In fact it was almost double what most other comparison sites were offering. So far, so poor. Never going back to them. As for 'live' chat, forget it”
Hello Heinz,
I'm sorry you feel this way and I apologise if you were unhappy with your renewal quote. Your renewal is based on your previous year's insurance which is why it may differ to a price online. I hope this has since been resolved for you. If not, do not hesitate to email us at socialmedia@hastingsdirect.com so we can assist.
~Freddy
“It offers limited options for communication. There should be an option to accept/decline renewals rather than have to keep trying to reach someone to speak to , while staff appear to be very busy.”
Hello Haitham,
Thank you for your feedback and I apologise for any delay in reaching us. I hope this has been resolved for you, if not please feel free to email us at socialmedia@hastingsdirect.com so we can assist.
~Freddy
“I cannot sort the little box i need to fit into my car. I have rung and been told to ring back. This is stressful as I wonder if I’ll remember to do it, be uninsured etc. Changing car insurance should be a seamless experience.”
Hello Penelope,
I'm very sorry to hear this, please call our YouDrive team on 0333 999 8911 and one of our agents will respond and assist as soon as possible.
~Freddy
Hello Kathleen,
I'm sorry you were unhappy with your renewal quote. Your renewal is based on your previous year's insurance which is why it may differ to that of a policy online.
~Freddy
“Took an extra payment from me in error for even more than my actual premium cost. Only redeeming quality is that it was eventually refunded to me (after several days of emails and phone calls).”
“Last year after I had one year no claims. the cost of my insurance went up? After 2 years it went down slightly. I had to use comparethemarket to reapply in order for the cost of my insurance to go down.
Can you please remove the practice of stinging your customers for allowing the insurance to auto-renew.”
Hello Daryl,
I'm sorry you were unhappy with your renewal quote. Your renewal price is based on your previous year's insurance which is why it may differ to that of a price online.
~Freddy
“The Customer Service representative I dealt with was Good, however the way in which my renewal was handled was not. I had to take out a separate policy our on one vehicle to reduce the costs of my renewal with Hastings”
Hi Andrew,
I'm sorry if you were unhappy with the service. I hope this has since been resolved however please email socialmedia@hastingsdirect.com if there's anything we can do to help.
~Elle
“Only knocked £50 off at the yearly renewal. Using compare the market, the same Hastings Direct offered a premium over £300 cheaper. Don't get caught in the whole 'Loyalty scheme' when new customers are offered much, much lower premiums.”
Hi Chris,
I'm sorry to hear you were unhappy with the cost. We send this out 28 days prior to your policy coming to an end and is based on last year's details. We do ask you to look online to see if you can find a cheaper price and if you do, our renewals team would be happy to check this.
~Elle
“I was on the phone for 55 mins. I spoke to four different people, the last person told me he couldn’t set up a multi car policy as there was no one available to approve it......”
HI Jason,
I apologise if this is the case. Please can you contact us at mobileappsupport@hastingsdirect.com with a full description of the issues you are facing? We will do our best to look into this for you.
-Melissa
“Renewal price quoted as 217. Hastings Internet price 155. Need I say more. Everyone knows this is a shoddy game you pay to overcharge your customers who don’t price check renewals, and most disgracefully, this will probably catch the older generation. Shame on you and the insurance industry”
HI James,
Your renewal is generated by your underwriter based on last years details as these do not automatically update. We as the broker are able to look into the price for you as well as look to match our online prices once you have contacted us. If you wish to discuss your renewal, you can reach our renewals team on 0333 321 9790.
-Melissa
“I wanted to switch to a multi- car policy for an addition vehicle that I had just obtained and needed to insure it that day to keep it overnight on the road outside my home.
The website stated that I needed 'phone to arrange this type of policy but each attempt resulted in a recorded message stating that no calls could be taken - leaving me no option but to purchase a second policy without any advertised discount.”
“Not as easy as I would have hoped. Very disconcerting to see my 14 years of no claims being shown as 9 years on your policy summary as I purchased the insurance. I stopped the purchase, tried again. Then gave up and waited till the next day to call you. Couldn't get through and bought it anyway. Still not sure how many years no claims you think I have.
Annoying you don't just email me the policy documents. I need to do the work. Register, log in, there's always problems with the password. Download the docs, which I can't save on my phone or ipad. So it just doesn't work.”
Hi Jennifer,
Sorry to hear this. We count for 9 or more years on the policy as the maximum however if you need proof when your policy ends of higher then we can do this with sufficient proof from your previous insurer.
~Elle
“I was with you last year and my renewal quote was high. So I used compare the market and got a much better quote- from yourselves! As if this wasn't bad enough (that you didn't just offer me the best price), I had to ring to cancel my old insurance and the man on the phone told me in future not to use comparison sites and to ring you directly! After which he stated that I had a better policy now and the best price! Sort it out!”
Hi Susan,
Sorry to hear you were unhappy with your price. We send your renewal out 28 days prior to your policy coming to an end and is based on last year's details. We do ask you to look online to see if you can find a cheaper price and if you do, our renewals team would happily look into your price.
~Elle
“1- There was a problem with the website after Monies were paid and no documents were sent
2- Called the helpline and waited in excess of 45 minutes to be answered.
3-When answered took another 20 minutes to try to resolve the issue
4-When i requested documents be emailed to me I was told I should receive them in the next twelve hours. They did arrive in the middle of the night.
Generally not happy with quality of service on this occasion especially as I was a NEW customer!”
Hi Selena,
I'm sorry to hear you were unhappy with the service. We did previously have an issue with our online service where the policies were delayed when setting up. I believe this has since been resolved but please get in touch if you require any further help.
~Elle
“took car policy out on 3/12/20 contacted you on the 10/12/20 that i could not get into my account you said that you will get in touch with IT it is now 14/12/20 and i am still waiting Regards derek m/b 07792739754”
Hi Derek,
Sorry to hear you are having issues online. We are aware of an issue with our MyAccount and we're doing all we can to resolve it. If you need any further help, please email MobileAppSupport@hastingsdirect.com.
~Elle
“Helpful staff but the phone calls take way too long, mostly due to the fact staff are constantly up selling even when you've made the purpose of your call crystal clear. Disappointing.”
Hi Samantha,
I'm sorry to hear that you struggled to get through to us. If you cannot get through on the phone, please utilise our live chat and social media channels.
~Elle
Hi Ernest,
Sorry to hear this. If there's anything we can do to improve, please email socialmedia@hastingsdirect.com and we'll do all we can to help.
~Elle
