Hello James, it's good to see that we could offer you the level of cover that you needed. Thank you for leaving a 5-star review with us. ~Theo, Social Media Team
“Error in direct debit number has led to written letter in the post stating I’m in breach of contract. No payments were behind - there’s no need for such a tone post taking out an agreement a phone call or letter merely asking customers to check and correct would be a nice first step. No need for escalations.”
Hello Vanessa,
Thank you for your review, I sincerely apologise if the tone of the letter has caused some offence. Regulations from governing bodies have been put in place that urges us to be as upfront and clear as possible concerning any written communication and the outcome if certain actions aren't taken.
I appreciate however, that the tone can cause distress to some customers and we're happy to feed this back to the relevant team. Please contact us on 0333 321 9801 if you need any help with this correction or change. ~Theo, Social Media Team
Hello Mervyn, 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
“Absolutely appalling cinpany. It's been nearly a year and my car (less than 5 years old) is still not repaired following a relatively minor not fault claim. They use cowboy credit repair companies (Alton Cars). You have to do 100% of the work and updates and progress os snail paced. Even getting their claims director David Carter involved has done nothing. Clearly has no grip or control of the Operations team. Shocking!”
Hello,
Thank you for your review, I'm sorry to read about the experience you've had.
If you want to make a complaint concerning this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here: (https://www.hastingsdirect.com/about-us/customer-complaints/) . Once we’ve logged your complaint, we’ll get back to you within five working days.
Alternatively, please send us a message via Facebook or X (formerly Twitter) and we can help you get a complaint raised. ~Theo, Social Media Team
“Avoid this company! We had our car stolen. We have fully comp insurance and have never had a claim in over 45 years of driving. We have been lucky. This company cannot quantify how much of our No Claims we would lose if we made a claim and so far refuse to refund any of our annual premium paid in full in April.
After complaint now saying they will have to put a Notification on our file which may affect future insurance. Diabolical……….dreadful treatment of two pensioners!!!!”
Hi,
Thanks for your review, we’re sorry to hear about the theft of your vehicle and to hear that the outcome of your complaint isn’t what you’d hoped for.
If you have received an final response to the complaint, you can escalate it further with the relevant governing body.
If you’d like to take your complaint further, the final outcome letter we sent you explains how to do this. Alternatively, if you’d like to discuss the outcome or anything else relating to the complaint, please call our Complaints team on 0333 999 8904. I hope some positive progress can be made concerning this soon. ~Theo, Social Media Team
“Steer Clear If Your NCD is over 6 years
I would give them -1 if I could, Been with this company for 4 years , and had 16 years No Claims Discount, after scratching another car in a car park , they have reduced my NCD from 16 yrs to 4 . Spent 90 minutes on phone , most of that time on hold, and spoke to 5 different people, NONE of them could explain why this company do this, One of the agents actually asked "If I could prove I had 16 years NCD " I complained and my complaint has been upheld, But my NCD will not be restored, Imagine if you had 30 years NCD and you have an accident, even if its not your fault you will lose 26, YES 26 years NCD...yes maybe I should have protected it, but even that wont stop your renewal going sky high, next stop Ombudsman”
Hello Jimmy,
Thank you for your review, we’re sorry to hear the outcome of your complaint isn’t what you’d hoped for.
Before making a final decision, we investigated your complaint thoroughly to make sure we covered everything. Please note that Hastings Direct only accepts 9 years no claims on the policy. As a result, if there is a claim, the no claims will be reduced from that figure, not 16 years.
If you’d like to take your complaint further, the final outcome letter we sent you explains how to do this. Alternatively, if you’d like to discuss the outcome or anything else relating to the complaint, please call our Complaints team on 0333 999 8904. ~Theo, Social Media Team
“Did not honour home emergency, did not honour storm damage claim, did not honour contents and offered less than a quarter of the cost of remedying the internal damage under accidental damage. Also instruct their surveyors to write down poor workmanship or wear and tear or malicious damage to falsify reports in order to reject genuine claims. Avoid like the plague.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
If you believe that this has been poorly or incorrectly handled and you want want to make a complaint, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“Fantastic experience with Hastings Direct team, was in process of renewing my car policy, I reached out to their team received a cold shoulder and not upto expectation or solutions to questions made to the team. Following my feedback shared, received a call from Shama from their customer complaints team, she took me through the complete renewal process again seamlessly this time and was very helpful in answering each question with satisfactory response. Appreciate and applaud her efforts in making me aware and comfortable about potential risks and coverages on offer in detail, which helped me make my decision on the renewal. Thank You Shama and the Hastings team for this fab customer care and competitive insurance services offered. Appreciate it!”
Hello Sagar, 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 from the Customer Care advisor. I’ve sent your comments to the colleague you mentioned and their team leader so that her work can be recognised. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. ~Theo, Social Media Team
“Insurance company’s are never great to deal with however, Hastings are by far the worst. If you value communication and customer service I would recommend you use a different insurer. We were in an accident that happened 8 days ago and have had no contact from them at all other than an update online giving us a shockingly low pay off without any contact from an agent.
In addition, I logged a complaint with them several days ago in which I still haven't received contact from them!”
Hello Samantha,
Thank you for your review, we’re sorry you’re unhappy with the time it’s taking to deal with your complaint.
We appreciate your complaint hasn’t been resolved yet however we want to make sure we’ve looked into all aspects of the complaint. We often deal with complaints pretty quickly but sometimes complaints can take up to eight weeks to be investigated, based on the time allowed by the Financial Conduct Authority (FCA).
If you’d like us to arrange a complaint handler to contact you, please send us a message via Facebook or X (formerly Twitter) or call our Complaints team on 0333 999 8904. ~Theo, Social Media Team
“Unhelpful and obstructive. No one takes responsibility. Just get given the runaround between repairer and insurer. Many hours of calls and emails. No result. Complaint made. Just closed it with no reasons. No attempt made to deal with and answer our valid concerns. Damage remains to our car despite a third party admission of liability some months ago.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service and that you didn't get the outcome you hoped for where your complaint is concerned.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
Before making a final decision, we investigate your complaint thoroughly to make sure we covered everything.
If you’d like to take your complaint further, the final outcome letter we sent you explains how to do this. Alternatively, if you’d like to discuss the outcome or anything else relating to the complaint, please call our Complaints team on 0333 999 8904. ~Theo, Social Media Team
“We were hit by a third party vehicle. The driver admitted liability straight away. Firstly, Hastings used false and misleading scare tactics to 'persuade' us to use their approved repairer. They then produced a report to include unnecessary repair/replacement costs. When challenged they simply said "go somewhere else then". We did, and a realistic quote that accurately reflected the significant damage was submitted. This was substantially less than the original quote and although included the damage assessed in the first quote it was rejected by Hastings as having no connection with the accident. To date damage to our car, caused in the accident, remains unrepaired. I complained and have been fobbed off with inconsistent, nonsensical, and incomplete, erroneous excuses, ever since. This appears to be a severe case of an organisation hiding behind a thin veneer of gross incompetence. No transparency, or genuine attempt at sincere communication whatsoever and no reasons or evidence provided to date from Hastings. Through no fault of our own, and having complied fully throughout this process, I am now having to pay to have the damage repaired ourselves.”
Hello Michael,
Thanks for your review, we’re sorry to hear the outcome of your complaint isn’t what you’d hoped for and to read about the experience you had during the claim.
Before making a final decision, we investigated your complaint thoroughly to make sure we covered everything.
If you’d like to take your complaint further, the final outcome letter we sent you explains how to do this. If you need any further information concerning this process, please send us a message via Facebook or X (formerly Twitter). ~Theo, Social Media Team
Hi, 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
“Hastings Direct paid out a fraudulent claim and then tried to issue me without warning with a CCJ. My experience with Hastings has been appalling, and I want to highlight the legal and ethical failures they have demonstrated. I made a formal complaint to Hastings Direct, and the response was delayed far beyond the promised timeframe. When it finally arrived, it was a sloppy dismissal of my concerns, completely unsupported by any evidence.
Their solicitors Horwich & Farrelly’s handling of the case has been even worse. Acting as a representative for Hastings their employee, who signed the Directions Questionnaire to the courts, misrepresented herself as a legal professional. They alleged she was a solicitor when there is no proof of her being qualified as a barrister, solicitor, or member of CILEX. This misrepresentation constitutes a breach of legal standards under the Legal Services Act 2007, which prohibits unqualified individuals from acting as legal professionals without proper authorisation. They are reliant on customers not knowing the law or their rights.
On top of these failings, as someone diagnosed with ADHD, I had specifically requested additional time to seek legal advice complete paperwork due to my condition and because the ccj came out of the blue due to them originally admitting the claim was fraudulent and they then tried to reclaim the money from the third party. When they couldn’t reclaim the money they paid out to the third party they shifted the blame back to me two years later. I had assumed they had reclaimed the money from the third party as I had no correspondence from Hastings to say otherwise. The first time I realised they hadn’t been able to do this was when I was issued with a CCJ. Instead of accommodating my request, Horwich & Farrelly ignored it entirely, never responded to emails or calls which constitutes discrimination under the Equality Act 2010 and the Disability Discrimination Act 1995. These laws are designed to protect individuals with disabilities from unfair treatment, and yet my legitimate need for extra time was disregarded.
In addition, they refused to mediate, even though it was compulsory under CPR Practice Direction 51ZE.
Horwich & Farrelly and Hastings have demonstrated not only a lack of professionalism but also a disregard for the law. I strongly urge others to think twice before engaging with them. Their legal misrepresentation and discriminatory practices have left me feeling neglected and deeply frustrated.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service received during the claim from us or the solicitors you mentioned.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
I have passed your review to the relevant department so that this can be reviewed further and so assistance can be given if this is possible at our end. I hope that some positive progress can be made soon. ~Theo, Social Media Team
“I would give Hastings Direct 000 what ever you do do not insure your home with them Shocking service took over 6 months to settle claim which should have been settled months ago if they contacted us but never did BVS acts for them and there service is appalling We are in our 80sand had a large hole in the kitchen floor and wires everywhere which was a trip hazard but was never offered alternative accommodation until 5 months after we had lived in the mess They were a total nightmare which resulted in my wife suffering mental stress Do not insure with them for home insurance This was after a water leak under the kitchen floor”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the customer service and delays you've experienced.
If you want to make a complaint, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here: (https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days.
Alternatively, please send us a message via Facebook or X (formerly Twitter) and we can help you get a complaint raised. ~Theo, Social Media Team
“I called to renew my car insurance they gave me a Quote over the phone £382.83 Auto renewal came in at £487.48 called them they said because I went into the app it changed not my fault I didn't press renew price. Why would I 😕 called 3 times still waiting on a call back from a manager. I lost my job and £100 is a lot of money to me please can someone help me...”
Hello John,
Thank you for your review, I'm sorry to read about the poor experience you've had and I hope that some positive progress can be made concerning this soon. I have spoken to the advisor you had your recent call with and they informed me that you should expect a call in the next 24 hours. If you don't please send us a message via Facebook or X (formerly Twitter) so we can chase this. ~Theo, Social Media Team
