“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.
“I have been with Hastings since the very beginning when i passed my test 6 years ago, they have never treated me right and have constantly tried to rip me off each year but i stayed with them as they eventually offer me a fair renewal, after 3 years i decided i would buy a new car, current car is a 2013 Focus that Hastings charge me £690 for...decided i wanted a 1 series 2015 so nothing fancy i just like the look of them, instantly my quotes got denied and they wont quote me for a standard 1 series 2015...i am 5 months into my policy and only options i have is either keep my current car for 7 months then switch provider or leave Hastings and waste a years NCD and have to buy whole insurance and they also only offered me £200 back even though i'm only 5 months in...
Best part is even tesco will insure me! cheapest quote i have is from Admiral for £789 for a BMW when Hastings charge me £690 just for a standard Focus! safe to say i will be leaving and never returning back to Hastings! how they still have customers idfk...clearly are making assumptions and judgements about people and lumping everyone into one bracket....oh you want a 1 series? you must want to mod them and wrap them around a tree! as nobody your age can just buy a car they like!
Hastings website never works half the time, app hardly works, support are third world citizens who can't even understand English most of the time, safe to say i wont be coming back to Hastings and neither will my family and i hope they end up losing so many customers because the way they act is disgraceful! if i had gone ahead and bought a new car it would be sat on my drive unable to be insured as Hastings wont quote me for it even though they did a week ago! so if i had bought the car assuming Hastings will be fine as they've quoted me for BMWs before i would be in a right stressful mess, Hastings also told me even if they give you a quote they can deny it whenever they want, so if if i got a quote today for £600 and bought the car in say 3 days and went to insure it even though i got that quote 3 days before they can turn around and say sorry we wont insure you...see how messed up that is?
DO NOT USE THEM.”
Hello, I'm sorry to see we weren't able to offer you cover when you wanted to change your vehicle. When we work out the price of our policies, we consider various things, including your vehicle, address, drivers and personal details. In your case, it seems we can’t offer cover based on a combination of the above.
I'm very sorry to see that you have not been able to access the app or if you have received poor customer service from the advisors you have spoken to. If you do need to discuss your policy or need any documentation, please contact us at customersupport@hastingsdirect.com. I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
Hello Irmina, I'm sorry if you have not received the level of customer service you deserve. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. ~Theo. 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. ~ Tamera, Customer Care.
“Very good company been with them for over 2 years. Only reason why I left them was the cost was too high for the car insurance.
I would've stayed if the renewal was cheaper.”
Hello Saj, 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 Dambrauskas, Customer Care.
“Disgusting service won't renew my car insurance .gave a list of poss reasons theft in my area type of car etc .of which none of these apply to me .they cant give me a quote based on these factors but then state they can't see the reason why not .this is a total disgrace they don't even know what they are doing .just refusing people for no reason.i enclose screen shot of there very words”
Hello,
I am really sorry to hear you’re unhappy we can’t offer you a quote for your renewal this year. We’re not given a specific reason why this is, it's just that none of our underwriters are returning a price for the same terms you had last year. This is an unusual situation but does occur from time to time. You don’t need to declare it when you get quotes elsewhere.
However, if you have noticed any of your current policy details are incorrect or need updating, it might mean we are able to give you a quote. Please give us a call on the relevant number below, and we’ll do everything we can to help.
The number to call
• Car or bike insurance: 0333 321 9790
• Van insurance: 0333 321 9752
• Home insurance: 0333 321 9681
Thanks again~Aadam. Customer Care
“What a discussing customer service. Took out a policy 3 weeks before my old policy with a different company ended. Hastings took the full premium then I read the reviews, mostly one star. 25th Jan I tried to cancel the policy engaged with not a very helpful person working from home. Unable to understand the accent. Rude in attitude which clearly indicates the company attitude to clients. Would only process my refund after the policy start date, however after a few words said she could do it as of today being 25 Jan 2024. Will not hold out much hope. A most despicable company”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. 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 ~ Cat, Customer Care
Hello Kayleigh, 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 Dambrauskas, Customer Care.
“The Customer Help Centre staff certainly try their best, but sadly, they have not been trained to help with questions about the My Account website, which is where I have an issue.
The site is still referencing a Hastings Premier policy that expired in 2020, and the documents for the current Hastings Direct 2023/34 policy, and the documents for the new Hastings Direct 2024/25 policy (renewing 1 Feb) are hidden under the old Hastings Premier entry. Why can't Hastings Direct simply remove the reference to the old policy and make things clearer.
I have asked at each policy renewal, but sadly the staff I have spoken to seem unable or possibly unwilling to help - but as suggested above, I guess they haven't been trained to help and are being told to fob-off customers with a story that it's in th eprocess of being updated - at least that's what I've been told for the last few years.
Come on Hasting Direct .... it's time you sorted this out !!!”
Hello Giles. Thanks for letting us know about this and we’re sorry you’re having trouble with MyAccount. We ensure we keep old documents on there in case they are needed in future, and therefore it's hard to delete any previous information from an older policy. However, so that we can help and look more into this specifically, we need to speak with you to learn more about your issue. Please call us on 0333 321 9801 or you can find other ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“I have never dealt with such an awful company, after being involved in a collision on a roundabout where a car went into the front / side of me and failed to stop - this being the 15/11. I had not then heard anything from Hastings direct. I then myself contacted the company who had hit me after finding their details as Hastings direct said I had to do it and pass it onto them (though I pay for them to deal with this) after I got the details myself I then didn’t hear from Hastings direct whatsoever, then enterprise who were dealing with my repairs rang me on the 22/12 so over a month after to say it had been unsuccessful in contacting the other party so I will be paying my excess - none of which Hastings direct had bothered to contact me about, on top of this I pay for a courtesy car as extra for situations like this, enterprise then told me Hastings direct had cancelled the courtesy car on 19/12 because my claim had ‘been a while’ even though they didn’t bother to tell me this themselves, so again not sure why I pay for this. I have then paid out my excess after my repairs were completed only last week, (two months on) and shock I still haven’t heard from Hastings direct since to whether they will actually attempt to recover the costs! When trying to speak with their staff on the phone, I was getting transferred to wrong departments mid way through calls and when I did get to correct ones they were useless, not listening to questions I was asking and essentially made it out to me to feel as though I was in the wrong, I cannot wait for my insurance to be over with them next month so I can finally leave. The worst company I have ever had to deal with”
Hello Izzy. 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 ~ Cat, Customer Care
“I am giving one star in order to be able to write a review. Hastings advised that I have lost keys insurance. Seemed good advice particularly when I DID lose my car and house keys. It is now 2 months since the loss and there has been zero communication apart from a cursory text with a claim reference. Numerous phone calls have been made, some waiting time being over 40 minutes whilst various people say they have no idea who deals with this and cut me off whilst transferring me to yet another department. Finally somebody gave me a phone number only to be told that was only a registration number and these claims were out sourced. They thought it may be a form called Davies. Their website only give an enquiry form, both of which have been ignored. Hastings have been excellent in communicating and organising my renewal !!!! No delays then!!! If this is how they deal with a minor claim I would dread being at their mercy for anything major! Needless to say I will not respond when they next contact me about renewals!!”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. 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 ~ Cat, Customer Care
“Thieving scum. Called and cancelled my policy back in July 2023. Realised in January that they’d carried on taking payments and had not cancelled it. Rang them early January and was told I’d get a call back after the weekend. No call back and they took another payment! Called again to complain and was told that the nothing had been done so started the whole complaint process again. They told me they had listened to the call and I hadn’t cancelled the policy. I demanded to be sent the recording and was told it would take 6-8 weeks for me to receive it! Meanwhile I was told that to cancel the policy and get a refund I would have to provide proof of sale in order to be refunds from that date. I sold the car after keeping it in a garage for a few months after I cancelled the policy as the car was not roadworthy. Since when did you have to provide any of that to cancel your insurance?
Absolute shower of w⚓️s.
Do not use them. I’d hate to think what I’d have had to go through if I’d needed to make a claim. C U Next Tuesday.”
Hello. Thanks for letting us know about this – and we’re sorry you’re unhappy with the service received and the length of time it takes to deal with your complaint. The Financial Conduct Authority (our regulator) says we can take up to eight weeks to do this. However, we often take much less time than this. One of our colleagues should be in touch with you within five working days. If you’d like to get in touch, please call our Complaints team on 0333 999 8904. Thanks again ~ Cat, Customer Care
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 ~ Cat, Customer Care
“Trying to get a quote on the website and it crashed. Then tried again another three times on different devices and it crashed. Pretty well I’m gonna have to go and call them now”
Hello Ed. Thanks for letting us know about this and we’re sorry you’re having trouble with MyAccount. So that we can help, we need to speak with you to learn more about your issue. Please call us on 0333 321 9801 or you can find other ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“Got a more competative quote than renewal with Hastings, rang to see if they could improve their quote which was £303 more than previous year, told them I could change excess and mileage and nothing else. Got a decent quote so agreed to it, when I checked my policy I found they had changed the value of my car from £15,520 to £10,000. Complete fraud. Do not trust this company.....”
Hello Michelle. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. 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 9790. Thanks again ~ Cat, Customer Care
“Scam on renewal.
I insured my car with Hastings Direct for two years - unusual because I always price compare (their renewal price came down year 2 after I spoke to them). Having double checked that my insurance was not set to auto renew, I compared prices and went elsewhere 2 days prior to renewal date. Yet, lo and behold, on the morning of the renewal date, they emailed me to let me know they had renewed my policy. Bad enough but I then had to wait on a phone call to cancel (can't do it online, naturally…). Their rep told me that although there was no fee for cooling off (14 days), they were charging me £20 "facility fee" for setting up the policy in the first place! A) - that I didn't ask for and B) - if it's within 14 days there should be no cancellation fee. I told them they have lost a customer and I hope anyone reading this will take note.”
Hello David. Thanks for letting us know about this and we’re sorry you’re unhappy we charged you a fee. This £20 non-refundable arrangement fee covers our various business costs, including customer service, maintaining systems, updating databases and sending documents. We make our fees clear before you buy a policy from us, and they’re stated in our terms and conditions. We apologise if you weren't aware of this. If you need any further help, please visit www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
Hello Daniel. Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know. You can find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook. Thanks again ~ Cat, Customer Care
“Took out car insurance, waited for black box to arrive. It didn't. I reported this as my daughter was keen to get driving. Hastings said they would cancel the insurance if we didn't install the black box. We couldn't cause it didn't arrive .so they cancelled insurance. Help desk not helpful at all. Now all over insurance is sky high because they cancelled the insurance.”
Hello I'm very sorry to read about the experience you've had. If you think your policy was cancelled incorrectly, please call our YouDrive team on 0333 999 8911 so they can take a look at this for you. They would discuss this, especially if you informed them that the tab didn't arrive prior to the cancellation. ~ Theo. Customer Care
