Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
“I found this very easy to sort out changing my car insurance. It was very quick to arrange and seems very professional. All in all, at the moment it’s a 10/10.!!”
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Barry,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hello Callum,
I’m sorry to read about the cancellation of your policy.
We normally only cancel a policy when the conditions of your insurance aren’t met. You should’ve received a notice email or letter explaining why we were cancelling your policy, and the date it would happen.
If you didn’t see these, or think your policy was cancelled incorrectly please call our YouDrive team on 0333 321 9801. ~Theo, Social Media Team
Hi Sujith,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Vicky,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Danny,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Robert,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Sally,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Todor,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
“I had a very serious issue with Hastings Direct during an active motor insurance claim.
I was repeatedly told my vehicle was in secure storage under safeguard and would remain there until the claim was resolved. Without my knowledge or consent, the safeguard was removed and the car was sold before settlement was agreed.
I only discovered this after receiving a parking penalty notice. DVLA later confirmed the storage company had registered itself as keeper, again without my knowledge.
The situation involved months of poor communication, conflicting information, and a complete lack of control over third-party agents. I had to spend a huge amount of time contacting the insurer, Hastings, the storage company, DVLA and the council just to understand what had happened.
The Financial Ombudsman Service investigated twice and upheld my complaint twice, confirming the vehicle was sold without permission and that the handling of the claim was unfair. Compensation was awarded, but the stress and loss of trust can’t be undone.
Based on my experience, I would not recommend this insurer.”
Hi Joe,
Thanks for your review, we’re sorry you weren’t happy with our service on this occasion.
Providing our customers with the best possible experience is always our top priority – especially when it comes to making a claim.
If you’d like to discuss this further or have any questions, please call our Claims Team on 0333 321 9800.
Thanks,
Nicole, Social Media team
“When looking for a new new car policy the Hastings site is easy to follow, well set out making everything easy to understand and completion of the quote process was equally easy to complete. Plus the quote provided was far less than the renewal quote by my present company.
Once having decided to select Hastings, the completion process, download of documents and the final process was done in an effective and professional manner.”
Hi Agnes,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
Hi Dorothy,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks, Nicole, Social Media team
“Called customer service number today to notify change of address, having been on hold for 10 minutes the operator requested that I get authorisation to give details as my wife is policy holder, I named driver. I had to go up to call through the bathroom door as she was in the shower ! Now I can speak to her, we cannot give change of address details over the phone only on - line through app.! How b---- y ridiculous & an example of typical bad customer duty of care & protocol gone wrong. Hastings,please realise we all do not want to be on line robots!”
Hi Neil,
We’re sorry to hear you’re unhappy with our data protection checks.
Whenever we speak to a customer, we must complete verification and identification checks. These are in line with data protection legislation that keeps people’s information safe and secure.
We also have a duty of care to make sure we’re only speaking to the policyholder or an authorised person. This makes sure we don’t discuss policy details with someone who shouldn’t know them — or make changes they’re not allowed to ask for.
If you think we’ve made a mistake, or you hold a Power of Attorney or deputyship document, please use the details at www.hastingsdirect.com/contact-us to get in touch.
Thanks,
Nicole, Social Media team
“Incorrects Price stated for last year's insurance in renewal offer. The figure was for last years's initial quote, which i did not pay. This suggested the increase was less than it actually was, and i complained when i discussed my renewal. A repeat of inaccurate info on the next renewal quote = i go elsewhere without further discussion, so i suggest you ensure this error does not happen again.”
Hi Timothy,
I’m sorry to hear you’re unhappy with the price of your renewal, but we’d love to keep you as a customer.
We’re committed to offering competitive renewal prices. That’s why, based on the same details, your renewal quote will never be more than the price of a new customer quote from us. Please visit www.hastingsdirect.com/car-renewal-what-to-expect for more information.
If your details have changed, or you want to discuss your quote in more detail, please call our Renewals team on 0333 321 9790.
Thanks,
Nicole, Social Media team
“I bought the Car Insurance Policy online and the process was quick. The only problem I had was not being able to contact a 'human' to assist with some queries like ability to add a Landline number and turning off 'Auto Renewal' (althogh the system says it can be done but option was not available). I am not sure if Hastings would charge me if any changes made over the phone is chargeable.”
“My Sons first year of driving with a policy that includes a black box. He is at university without his car. I told Hastings the dates he was expected home at Christmas via a message in the Hastings App. Hastings cancelled the insurance policy that was 9 months old as they said they had no messages and no driving data. I proved that I sent the messages by sending them screen shots. They said the policy is still cancelled as they had no driving data as the blue tooth was turned off. They told me that because I had sent them a message via their app, that meant the black box did not register the driving for my son as only one person should use the app, the driver and not me the named driver for sending messages.
So their app has caused this problem that the miles driven over 2 weeks at Christmas were not recorded by the black box and yet they penalise my son by cancelling his policy. The policy had only 3 more months and he would have earned a whole year no claims bonus. Instead they cancel it blaming my son for no driving data even though they said this was caused by 2 people using the app. If you listen to their phone call message it tells you to use the app to message.
Please take good care if you take this policy. It is unfair and Hastings are unjust. I would definitely not recommend it and you are paying a lot of money to insure a young driver and they are ruthless and just cancel it, they do not care.”
Hello Sam,
Thanks for your feedback, we're really sorry to hear about your experience and to see that the policy has been cancelled.
If you think that in light of the attempts you made to contact them team, that the policy was incorrectly cancelled and you would like to make 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, Social Media Team
Hi,
It’s great to hear you received the level of customer service you deserve, thanks so much for taking the time to share your positive experience with us. ~ Theo, Social Media Team
