Hello Tracy,
Thank you for your review, I'm sorry to read about the poor experience you're having. If this continues to be a problem or if you need any help, please email us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Social Media Team
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the price we offered.
Our quotes for changing your details and getting a quote for a new policy are valid until midnight the same day.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. However, this price may change even if your details stay the same, because your insurer may adjust the risk level of your policy.
If you’d like to discuss this in more detail, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
“The youdrive box needs to have an option to opt out more clearly. I did not wish to have the udrive as part of my insurance.
I believe I click the option not to have in included. Though you sent it to me anyway.”
Hello Jonathan,
Thank you for your review, I'm sorry for any confusion surrounding this.
Please note that once the Youdrive policy is purchased, there is no option to exclude the box as the box is vital to how the policy works.
If you’d like to check out our other insurance options, head to our website or give us a call on 0333 321 9801 so we can help. ~Theo, Social Media Team
Hello Harry,
Thanks for letting us know and we’re sorry you’re unhappy with your YouDrive policy. Please remember it’s fine if your driving score isn’t always at 100, it just needs to be above 30. You can also dispute road speed limits in the app. If you have any questions, please call our YouDrive team on 0333 999 8911. Thanks, ~Theo, Social Media Team
“Unfair Charges Before My Policy Even Started – Very Disappointed
I recently took out a car insurance policy with Hastings Direct, set to start on 8th June 2025. However, before the policy even began, I decided to cancel it because I found a better option that suits my needs.
To my surprise, Hastings still charged me a £40 cancellation fee even though the policy hadn’t started yet. I feel this is unfair and unreasonable, especially since I gave notice well before the start date and didn’t use the policy at all.
I understand that some fees are non-refundable, but these kinds of charges should be clearly explained upfront, not buried in small print or hidden in documents. I believe they took advantage of the situation, and the refund I received was far less than expected.
If you’re thinking of choosing Hastings, please be aware of their non-refundable fees, even if you cancel before the cover starts. In my opinion, this is not how a fair and transparent insurance company should operate.
I hope this review helps others make an informed decision.”
Hello Anna,
Thanks for your review, we’re sorry to hear you’re unhappy about being charged the £20 arrangement fee and our YouDrive tab charge.
As part of buying a YouDrive policy, you’re charged £20 to cover the tab we send you. We make it as clear as possible the tab is owned by you as well as, how much our other fees are and that they’re non-refundable.
We apologise if you weren’t aware of this. Going forward, you can find all information concerning our fees here: https://www.hastingsdirect.com/about-us/our-fees/. ~Theo, Social Media Team
“Unfair Charges Before My Policy Even Started – Very Disappointed
I recently took out a car insurance policy with Hastings Direct, set to start on 8th June 2025. However, before the policy even began, I decided to cancel it because I found a better option that suits my needs.
To my surprise, Hastings still charged me a £40 cancellation fee even though the policy hadn’t started yet. I feel this is unfair and unreasonable, especially since I gave notice well before the start date and didn’t use the policy at all.
I understand that some fees are non-refundable, but these kinds of charges should be clearly explained upfront, not buried in small print or hidden in documents. I believe they took advantage of the situation, and the refund I received was far less than expected.
If you’re thinking of choosing Hastings, please be aware of their non-refundable fees, even if you cancel before the cover starts. In my opinion, this is not how a fair and transparent insurance company should operate.
I hope this review helps others make an informed decision.”
Hello Anna,
Thanks for your review, we’re sorry to hear you’re unhappy about being charged the £20 arrangement fee and our YouDrive tab charge.
As part of buying a YouDrive policy, you’re charged £20 to cover the tab we send you. We make it as clear as possible the tab is owned by you as well as, how much our other fees are and that they’re non-refundable.
We apologise if you weren’t aware of this. Going forward, you can find all information concerning our fees here: https://www.hastingsdirect.com/about-us/our-fees/. ~Theo, Social Media Team
“Asked could I please return the unused tab for telematics policy to get the £20 fee waived and was told no as no guarantee the company would receive it back. I said this is fine, go ahead and cancel the policy and then the reply was “please return the tab to sender or recycle it.”
Thought this was poor taste considering you won’t let me send it back to get my fee waived but suggested sending it back as an option anyway? £20 for an arrangement fee and £20 charge for a telematics box that hasn’t even been used on an insurance that hasn’t even started yet is hefty and greedy.
I can settle for the arrangement fee but the £20 for the unused telematics felt very unfair and unreasonable to then ask for it back anyway?!
Put me off choosing Hastings again.”
Hi,
Thanks for your review, we’re really sorry to see that you had a poor experience with us. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
We’d like to look into this and, as long as you’re happy, pass on any feedback to the advisor's team leader. If you would like this to be done, please email us at customersupport@hastingsdirect.com and provide your policy reference number so we can arrange this.
I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
“Hastings Direct’s telematics system wrongly penalised me for phone use while I was parked with the handbrake on. Even with dashcam and telemetry proof, they didn’t fix the error. This mistake dropped my score from 100 to 99, which is unfair. Poor system accuracy and unsatisfactory customer resolution. I’ve cancelled my policy.”
Hello Dom,
Thank you for your review, I'm sorry to read about the experience you had with your telematics policy. If the engine was running, this could have impacted the score on this occasion and I appreciate the frustration this would have caused.
I regret that your time with us has ended and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
“STAY AWAY FROM THIS INSURANCE COMPANY.
Had taken out house insurance with accidental damage. Needed to claim as husband lost his balance and knocked the corner of the TV in to the wall causing black lines right across the screen and damage to the wall.
Insurance came back and said it was wear and tear not accidental damage.
Will never use these again”
Hello Angela,
Thank you for your review, I'm sorry to read about the damage and I hope that repairs can be made soon.
I regret that the policy was unable to cover this incident. We do ask that you read the terms before you buy the policy, just to ensure that it provides the cover for all you need.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about 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. ~Theo, Social Media Team
“Claim Reference: 0037647_HPA
This entire experience has been utterly unacceptable. I submitted a claim for my washing machine over two weeks ago. An engineer attended and assured me the report would be submitted the same day — yet since then, I’ve received no meaningful update.
Following my complaint, I was told I’d be contacted within 48 hours. That promise was broken, and I’m still waiting to hear anything. I did receive an email offering a £25 “goodwill” payment, which frankly feels more like a token gesture than any real attempt to address the inconvenience and stress this situation has caused.
My family has now been without a washing machine for weeks. The complete lack of communication, urgency, and responsibility from this company is appalling. I feel thoroughly let down and have no intention of renewing my policy. I strongly urge others to reconsider before relying on this insurer for any essential support.”
Hi,
Thanks for your review, we’re sorry to read about the poor experience you had and to see that your complaint isn't progressing as quickly as you need it to.
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).
We appreciate this may need to be dealt with more urgently so if you’d like us to arrange a complaint handler to contact you, please call our Complaints team on 0333 999 8904. ~Theo, Social Media Team
“You auto renewed my home insurance policy when I thought I had asked you not to auto renew. You took the money on 10th May when the insurance was not due until 15th May. Please make sure that, in 2026, you do NOT auto renew. I will not be using your company in the future.”
Hello Annette,
Thank you for your review, I'm sorry to read about the situation concerning the auto-renewal of your policy.
You can remove the auto-renewal from your policy at any point during the first eleven months of the policy. This can be done on via email at customersupport@hastingsdirect.com or by sending us a message via Facebook or X (formerly Twitter). We'll do all we can to help you. ~Theo, Social Media Team
“I am unable to talk to anyone about tchanging my email address conatact the phone lines divert to automated selections - jsut want to talk to a person”
Hello Misty,
Thank you for your review, we're sorry if you struggled to reach us and get the help you needed with this. If you still need to arrange this you can send us an email at customersupport@hastingsdirect.com or if you have any questions, you can reach us via Facebook or X (formerly Twitter). ~Theo, Social Media Team
Hi Tracy,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We do ask that you read the terms before you buy the policy as we try to make it as clear as possible what is included and required on this policy. If you’d like to check out our other insurance options, head to our website or give us a call on 0333 321 9801 so we can help. ~Theo, Social Media Team
“We find it strange that we were only offered a telematics policy when we are both mature drivers, and hardly boy racers, driving a boy racer vehicle.
It is also difficult to keep remembering to log onto the app everytime we drive the car being of a age where technology is no longer a big turn on for us.”
Hi Collette,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We do ask that you read the terms before you buy the policy. If you’d like to check out our other insurance options, head to our website or give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
Hello Madhuri,
Thanks for your review, we’re sorry to hear you’re having trouble with your driving score and to see that this has led to the pending cancellation of the policy
By going into your ‘Individual trips’ in the app, you can see the time and location of your trips and, what might have affected your driving score. It could be a number of reasons, such as accelerating harshly, driving above the speed limit or using your phone while driving.
I regret that the policy with us is being cancelled and I hope that you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
“I believe you trick potential clients into believing you can cancel for free within the first few days you even include this is writing, but the reality is that you have sneaked a £20 admin fee into the T&Cs which you know most people don't read. I and my family have been using Hastings for years, but because of this sly move in fooling people to believe they can cancel for free, we will not be using you in the future.”
Hi Chantel,
Thanks for your review, we’re sorry to hear you’re unhappy about our fees.
We appreciate no one wants to be charged fees but, like most other insurers, these cover some of our business costs - like the costs of staffing our contact centres, managing your policy, creating and sending documents and maintaining and developing our systems.
We try to keep these in line with everyone else and make it as clear as possible how much these fees are and that they’re non-refundable.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review.
We’d love to know why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review.
We’d love to know why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
“Terrible service. Didn't respond to my emails. Wouldn't reinstate policy then took £60 off my refund. Awful. No wonder they have 1 star on Google. Wish I'd looked at that before accepting policy.”
Hi Sally,
Thanks for your review.
We’d love to know why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
