Hello, I'm very sorry to see that you had a poor experience with us. If you need any help with your policy, please contact us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“Fact is they didn't AND it seems the only reviews you'll see here are 4 and 5 stars because Hasting prefer you not to see the bad one so....GO TO TRUSTPILOT for a more balanced opinion of HD. Here is my review which doesn't seem to appear with the 1 star I originally gave it.
Appalling Price Hike 70% in a day!
"Renewal date 30th June 2024" is the headline.
"if we don’t hear from you, your home insurance
will end on 29th June 2024." is in the text.
Tried calling 30th, lines overwhelmed so asked to call later, called later they had now closed. E-Mail sent straight away to say wanted to renew and will call back in the morning.
Called back in the morning to be told policy expired not willing to re-instate. Happy to take out new policy, of course they would be, starting today (so 2 day after expiring, 1 day after trying to contact them) Guess what.
£199 pounds (141%) MORE than last year and 70% more than the previous day renewal price which was already 40% up over last year.
Clearly Hasting Direct don't want my business.
Now waiting on a complaint decision but expecting them to simply hide behind the small print. (It was smaller then the Headline "Renewal date 30th June 2024") Morally corrupt in my opinion.”
Posted 2 days ago
Read Hastings Direct Reviews”
Hello, I'm very sorry to see that you struggled to reach the call centre to discuss the policy's renewal and that the alternative price wasn't competitive. I can appreciate the frustration this would have caused.
I hope that you get a quick resolution to your complaint and that you have since been able to find competitive cover for your home. If you do need to discuss the complaint or add anything further, please contact the team on 0333 999 8904. ~Theo, Customer Care
Hello Jeanette, I'm glad purchasing your policy with us was so simple and you got your documents quickly. We appreciate your feedback and thank you for insuring with us this year. ~Theo, Customer Care
“Policy cancelled after just 24 hours with a black box. A couple of braking issues.....otherwise driving scores were excellent. 1 years driving previously with excellent scores, Not given a decent period of time to assess the policy holder, decision made to cancel policy after just 1 day! Maybe you have to brake harder than average sometimes to avoid an accident!!!!! STEER CLEAR”
Hello Claire, I'm very sorry to read about your experience. Please note, we only cancel a policy if terms and conditions aren't being met. Telematics team does take into account that you will have to adapt to the road ahead and that this as well as other road users can cause you to take actions that may impact your score. As a result they acknowledge that your driving score won't always at 100. For the sake of the policy, it just needs to be above 30. If you have any questions or believe this was incorrectly cancelled, please call our YouDrive team on 0333 999 8911. ~Theo. Customer Care
“Hastings renewal quote increased by £500 because of a change of address, went from living in a busy city to a cottage in the country side, how does that make sense? My quote for 10 years no claims for a 1 litre qashqui was £1150!!! Been with Hastings for 9 years, clearly no customer loyalty there!”
Hello, I'm very sorry to read about the increase in price. I appreciate the frustration this would have caused. The postcode is a heavy rating factor on the policy and as a result, changing it can affect the premium. I regret that it didn't result in a cheaper cost on this occasion and I hope that you have since been able to find competitive cover for your vehicle.
If you need to discuss the price or need any documents sent to you, please give the team a call on 0333 321 9790so they can help you. ~Theo, Customer Care
Hello Daniel, I'm very sorry to read that you had had a poor experience during your renewal with us. I believe I responded to an earlier review on another platform and explained further there. If you wish to discuss the renewal or a new price, please contact the team by calling 0333 321 9790. I hope that you have since been able to find competitive cover for your vehicle. ~Theo, Customer Care
“Appalling Price Hike 70% in a day!
"Renewal date 30th June 2024" is the headline.
"if we don’t hear from you, your home insurance
will end on 29th June 2024." is in the text.
Tried calling 30th, lines overwhelmed so asked to call later, called later they had now closed. E-Mail sent straight away to say wanted to renew and will call back in the morning.
Called back in the morning to be told policy expired not willing to re-instate. Happy to take out new policy, of course they would be, starting today (so 2 day after expiring, 1 day after trying to contact them) Guess what.
£199 pounds (141%) MORE than last year and 70% more than the previous day renewal price which was already 40% up over last year.
Clearly Hasting Direct don't want my business.
Now waiting on a complaint decision but expecting them to simply hide behind the small print. (It was smaller then the Headline "Renewal date 30th June 2024") Morally corrupt in my opinion.”
Hello, I'm very sorry to see that you struggled to reach the call centre to discuss the policy's renewal and that the alternative price wasn't competitive. I can appreciate the frustration this would have caused.
I hope that you get a quick resolution to your complaint and that you have been able to find competitive cover for your home. ~Theo, Customer Care
“I have just spent an hour online completing a multi car quote.
Including vehicle valuations, driving licence numbers and annual mileage.
No claims or convictions, both drivers are 54yrs old with perfect driving history.
At the end of completion the website says
" Sorry, we are unable to provide you with an online quote..... "
Complete waste of time.
I had a Hastings policy several years ago which I could only cancel by telephone but they failed to answer the phone while I was on hold for hours over several days.
So after this repeat debacle I definitely won't be going back to Hastings!”
Hello Nicholas, I'm very sorry to read about this situation and to see that you weren't able to get the quote. I can appreciate this is frustrating. If you still wanted to discuss this, please contact our Sales team on 0333 321 9785. I hope that you have since been able to find competitive cover for your cars. ~Theo, Customer Care
“I rung Hastings to discuss my renewal of my Car Insurance. I was fortunate enough to speak to Lily McD. She was attentive, knowledgeable and understanding. Lily provided some fantastic advice and was a pleasure to deal with.
I work in insurance and manage a team of client facing individuals. I will be using Lily as an example of how to treat customers.
The price was slightly higher than other quotes I had, but it is worth paying slightly more for good customer service.”
Hello Ryan, 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. ~Theo, Customer Care
“AVOID - they charged me double the amount of insurance because I didn't upload my proof of no claims within 14 days of taking out the policy. Very difficult to get it back. I stayed with them for another year as they were the cheapest provider. I went with essentials which is a completely online service but you have to call to cancel my renewal! New quote over £100 cheaper yet the Indian lady repeatedly tried to get me a better deal. Do better and value your customers!”
Hello, thank you for your feedback. I'm very sorry to see that you didn't get the level of customer service you deserved throughout this process.
Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We need the information to make sure an insurance policy is valid, fit for purpose and that there is no chance that you are not covered in the case of an accident or claim.
You can read about automatic renewal in your terms and conditions, as well as find this in the very first document that is sent to you during the policy’s cooling off period. This document will inform you how to remove the auto-renewal and this can be done by the customer online at any point during the first eleven months of the policy. This means you wouldn’t need to call in the final month to arrange this.
Please let us know if you need to discuss your policy. You can email us at customersupport@hastingsdirect.com to do so. ~Theo, Customer Care
“I am disgusted by Hastings, they quoted a huge amount to renew my policy and debited my account, I then phoned Hastings to ask them to review and spoke to Manveer. He then informed me that when he put into the system for a review that Hastings said they could not insure me even though nothing had changed but no longer having business use for the car. I would advise to steer clear of Hastings.”
Hello I'm very sorry to read about the poor experience you've had with us and I can appreciate the frustration this would have caused. I hope that you have since been able to get suitable cover for your vehicle.
If you feel that this has been incorrectly handled and you need to raise a complaint, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
“Zero stars.
Policy was cancelled after I renewed via a comparison site and Didn’t use their app. Only notification of the cancellation was via the app which you have to login to see. Complete pain, utterly useless.”
Hello, I'm very sorry to read about this. We only send documents via the app or online account using the document delivery method the customer has chosen when buying the policy. Going forward, if you would like your documents in the post please choose this as the method of delivery and notification and your documents will not be sent via the app. I hope that you have since been able to find competitive cover for your vehicle or home. ~Theo, Customer Care
“Got a quote from go compare for renewing my car insurance. Went for Hastings Direct as it was second cheapest . Paid in full March this year . At the start of last week they got in touch to say there was a dispute over my yearly mileage ( I always put in 10,000 miles per annum) they said I had put 2000 . I disputed this and was told to keep my policy up to date I would have to pay a Further £146 incl admin fee on top of my already paid £548 . I feel completely robbed and paid the money . After this year I will never deal with this company again . Oh and by the way 25years no claims no breakdown cover . This for a 2011 bmw 520d”
Hello, I can appreciate the frustration that can be caused by the validations process. I'm sorry that you had such a poor experience during these checks and that this led to an increase in cost. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We need the information to make sure an insurance policy is valid, fit for purpose and that there is no chance that you are not covered in the case of an accident or claim. This check can be done at any point in the policy.
If you believe that this was incorrectly handled and if you wish to raise a complaint concerning this, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. Our regulator, the Financial Conduct Authority, says we have up to eight weeks to settle your complaint, however the vast majority are resolved well within that time. You’ll find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“Made a claim for stolen keys. Carried out instructions from the Hastings operator- send receipts, details to claims team in Preston etc. Then nothing. Rang up 6 weeks later to be passed from clueless operator to clueless operator. The last one couldn't even find the car details. Each one seemed surprised the phone had rung. "I'm not trained in key claims", "I'm not trained in the system", "I'll put it in the group chat to see if anyone knows how to find your policy", "Someone will call you back" (without asking for my phone number!!). No confidence that anyone will do anything about this, or we'll ever see the money.”
Hello Andrew, I'm very sorry to read about this and I hope that some progress has since been made concerning your claim. I can appreciate the frustration at the poor customer service you have received.
If you wish to raise a formal complaint concerning this, please www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
“Unfortunately we havent had a great experience with Hastings.
We took out the insurance 5 days ago for my 18 year old daughter.
On Monday, she dropped back some library books to her college in Islington and picked up a couple of friends to go shopping in Westfield shopping centre white city. There was a lot of traffic and her friends were using her phone to add to playlists on spotify.
The next day, she opened the app and it was reporting 2 things:
- 1 excessive phone use whilst driving (although she personally never touched her phone once)
- 2 excessive cornering. This was being reported as she was driving down the exit ramp from the 6th floor on the car park. She had no choice but to come down in a spiral, there was no otherway to drive to but to do constant cornering.
We called Hastings as her driving score had dropped to 56% and we were obviously concerned and unfortunately spoke to someone called Kyle.
I queried with Kyle how the app works, was it using the internal gyroscope in the phone, he said it was. I said what if the phone drops out of the holder is that recorded as use? He said it would.
I asked what if my daughter pulled over and set a new sat nav journey and then drove off, how can it differentiate between this action and messing with the phone in traffic? He said it doesnt and it would be classed as using it whilst driving.
I asked if we could therefore just get a second phone to connect the blackbox to as she doesnt use the phone whilst driving and it would prevent these issues, he said that it was against the rules. I said that I had actually asked Katie on live chat about that and she said we coud. He said you cant. I said can you just show me where in the policy it says you cant, and he said that it couldnt off the top of his head, but its not allowed.
I said overall it was outrageous but that we would just get a second phone to connect to spotify so at least her friends can choose music and that interaction wouldnt be recorded. We came off the call.
within about 10 minutes we had a notification in the app stating that our insurance was cancelled. We immediately called Kyle back and asked him what was going on. He said that have tried to maniupulate the data. I said we have done no such thing, we asked questions, I queried that we had been told otherwise by Katie and that it was not in the policy but at the end of the call we agreed to just get another phone for spotify. he said that would be allowed but its too late now as telematics have cancelled it based off what he had reported to him. He said that we told him multiple times that we would get another phone for the app.
I retirated to him that I had not said that but queried getting another phone, as we had been told we could. And that at the end of the call we said we'd just do it for spoitfy. he said well you told me otherwise mutliple times, and I said yes but at the end that was the compromise that we were going with.
I asked to speak to a manager, he said no one was available. I asked to speak to the telematics team, he said theyre not customer facing. I asked to raise a complaint which he said he had done and I have a raised a separate one on the website.
Overall however our insurance has been cancelled for not ACTUALLY doing anything wrong, just asking and being honest and open about what was and wasnt allowed under the policy. Kyle for some reason took it upon himself to report only part of our conversation but not the end part, which was that we would just ensure that my daughters friends used a different phone for the music.
Overall I have found this service to be really poor. kyle needs training and to listen and help. His actions actually felt malicious.
I really would like someone to contact me urgently about this. I do not believe it is lawful or within any policies that you can cancel a policy based on Kyle THINKING we might do something that we asked about and then when he repeatedly said it wasnt possible we came up with a different approach.
How can this be right? I bet there are loads of people just getting a second phone and attaching the app to that from the outset that you dont even know about. At least we were honest and asked the question!”
Hello Louise, I'm very sorry to read about the poor experience you've had and to see that you haven't had the level of customer service you received from the advisor. I'm afraid that only one phone and one account can be attached to the tab. It physically wouldn't allow a second phone/app to be paired.
In light of the cancellation and service you received, a complaint would be the next course of action. I appreciate that you may need to discuss this more urgently that the complaint timeframe would allow so you can contact the Customer Care/Complaints team on 0333 999 8904. I hope that this can be resolved soon and that your daughter is able to get suitable cover for her vehicle soon. ~Theo, Customer Care
“I went with Hastings Direct, from ONE CALL Insurance, one call lied when i had a non fault claim, instead of putting my claim through my policy for personal injury, they used OCL solicitors who are a no win no fee only solicitors, Stay away from them, Hastings wanted £518-00 renewal when on line the package was £451-00, Tesco same package £388-00. It pays to look around”
Hello Sidney, I'm sorry that we were unable to offer you a more competitive price for your new policy. Thank you for having considered us as your insurer and I'm glad you were able to find a better price for your in the end. I hope you have the best possible year with your new provider. ~Theo, Customer Care
“Very poor service, automatic insurance enroll was increased by 60% without any claims, penalties and having additional year of NCB. Be vigilant and avoid.”
Hello, I'm sorry to see that the price of your renewal wasn't competitive this year. 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. ~Theo. Customer Care
“I'm going to start by saying that it's shameful for you as a company to do something as wrong as this, my bike was stolen then you'll only pay me 91% and of that amount you'll deduct 550 pounds for the excess, then I tried to change the insurance to another bike and the attendant didn't let me, he made a bunch of excuses and said that I had to cancel and I would pay 140 pounds for it, but wouldn't it be better to just transfer the insurance to another bike and I would continue paying, but from what I understand the objective is not to assist It's about the customer, but about making their money, but that's ok, that's what happens when we take out cheaper insurance and you must also be needing a lot to do all this for 140 pounds, that's a shame, deplorable, for me that 140 pounds It's going to make a difference, but I'm not going to go hungry for it, so don't worry, I'll pay the 140 pounds, as a tip and I know that my family and countless friends are also outraged by the way you're treating this and many are already bidding for change insurance company.
And once again I will repeat what I did to the attendant, at no point did I ask for the insurance to be canceled, I just wanted to transfer the insurance but I was denied, I believe it is easier to do that and earn 140 pounds so that I can then take out another insurance, that is you will earn more.
how disappointed I was with this and felt robbed 2 times.”
Hello, I'm very sorry to read about the poor experience you during your claim and while trying to change the bike on your policy. I can understand why not being able to simply amend the vehicle details would have been frustrating.
If you feel that this was poorly handled and you would like to raise a formal complaint, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
“I've recently joined Hastings in April after being with Peoples choice for years. I wish I never had, from the start I had countless problems and I've lost track of how many times I've spoken to customer services and been passed from person to person. The only person who spoke to me decently was Alberto, although I still have countless problems he at least tried to help and offered solutions. Orginally all my payments seemed incorrect as the app doesn't correspond to what I actually pay (again been transferred to 3 different people and still not fixed). Then my payments started being split and taken at random times without being told and then what I've actually paid doesn't correspond to what Hastings have. Woke up this morning to find another split payment and concerned again that I have no idea what else is coming out. Even customer services said they were confused at where the payments are coming from. I'm sick of having problems and no solutions because I get absolutely fed up and people not seeing what is actually happening and then just give up. Company is so unorganised and has no idea what is going on, I wish I'd never changed. If I could leave now without having more issues I would 100%. I have no intention of staying at renewal unless something changes, unfortunately I have another 9 months though. 3 months in and I'm so fed up and tired of this company, I'd avoid.”
Hello Jodie, I'm very sorry to see that you've had such a poor and frustrating experience with us. We would like to take a look at the policy and help if we can. If you still need help with this or need to discuss the policy, please send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook.
If you need to raise a formal complaint concerning this, you can do this by visiting www.hastingsdirect.com/about-us/customer-complaints or calling us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
