“The 'YouDrive' app is not working even though ti has been set up according to the instructions. I managed to find an e-mail to technical support in the end (the response was helpful and polite but the technical issue hasn't been resolved yet) but this was difficult - trying to get techincal help through the phone number and options provided proved impossible. I already regret taking this insurance policy out.”
Hello,
Thank you for your review, I'm sorry to see that you have struggled to set this up. If you are unable to reach us on the phone. If this is still a concern, you can email the team at yourdriving@hastingsdirect.com and they can help you with this. ~Theo, Social Media Team
Hi Henry,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled. We normally cancel a policy when the conditions of your insurance haven’t been met.
If you believe this was incorrectly cancelled or you're unsure why this was done, please contact us at 0333 321 9801 so we can help you. ~Theo, Social Media Team
“I took out a motorcycle policy having be advised and promised that it would be possible to add additional motorcycles to the policy as this was my expressed clear intention. On attempting to add a second motorcycle I was told that the underwriter would not permit this or offer cover. No alternative policy or solution was offered by Hastings and therefore I had to take out an alternative policy elsewhere.”
Hi Jonathan,
Thanks for your review, we’re really sorry we couldn't offer you a quote. While it is something that we offer, a quote still needs to be done to see if the underwriter will provide cover for this.
When we work out the price of our policies, we consider various policy details and the risk associated with these. If the information on your policy changes, the risk associated with this can change too, and sometimes this means your underwriter can’t offer cover.
I regret that we couldn't offer you cover on this occasion and I hope that you have since been able to find suitable cover for your bikes. ~Theo, Social Media Team
“I was refunded a month's payment twice by accident when switching to a different plan, and have now been given a notice to pay due to a payment not gone through”
Hello Krittisha,
Thank you for your review, I'm sorry to read about the poor experience you've had and to see that this ended with the cancellation of your policy. I appreciate the frustration this would have caused you.
I hope that you have since been able to find suitable cover for your vehicle.
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
“Got a good quote for my son’s car insurance. After a few days we were asked to send in photos of his car (back view side view front view and interior.) We did this and the next day received an email saying his insurance had been cancelled due to risk. I phoned up to query what was going on and they accused us of having a modified exhaust. Which is not true, the car had a standard exhaust. They never asked questions on it, just straight cancellation. I said I wanted to take it further and sent more photos of the exhaust to show it was not modified. They then reinstated the policy but explained they would have to add on £600 as we had a modified stereo system. (We also didnt have this we had a sat nav installed) they said it has to go as a modified stereo system and not a sat nav installation. They said they couldn’t offer anymore quotes either. I feel they were extremely judgemental on my son’s age and were determined to make out he was some sort of boy racer which was untrue. I feel we were treated extremely unfairly and was accused of modifications when there was non. Be careful if you have young drivers of them doing this. Would not recommend at all!!”
Hello Sharon,
Thanks for your review, we’re sorry to hear you’re unhappy with our validation checks.
Our Policy Review Team review policies at random to make sure everything checks out and the policy details are correct. They do this to prevent fraud and make sure customers are paying the correct amount for their insurance (this is because fraudulent claims can increase insurance premiums).
This is our standard business practice, and we apologise if you weren't aware of this.
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
Hello, thank you for your review, I'm sorry to see that you struggled to reach us on the phone and discuss your policy. I hope you have since been able to do this. If not, please email us at customersupport@hastingsdirect.com or send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail. ~Theo, Social Media Team
“Downloaded and install the app immediately to ensure I was complying. I’ve still received no tab after 10 days and two separate chases.
I’m now being told my policy cancel in seven days if I don’t link my app to the tab that I’m yet to receive. I’m really not sure what I need to do, but I don’t think this is a good service given that I’ve tried to do everything I can to ensure that I get the tab on time.”
Hello Scott,
Thank you for your review, I'm sorry to read about the experience you're having. Looking at the policy, I can see that steps have been taken to help and ensure the policy isn't affected until the tab arrives. Please keep us updated and let us know if it doesn't arrive within the relevant time frame so we can help you further. ~Theo, Social Media Team
Hi Carly,
Thank you for your review, I'm sorry to see that this is the case.
If this issue continues, please give us a call on 0333 999 8911 or email us at yourdriving@hastingsdirect.com so we can take a look at this for you. ~Theo, Social Media Team
“Complete shambles for information from Claims department. Each person gives different and wrong information. I am still waiting - 3 weeks after my claim to have a Handler go and see my car to view the damage. I am writing to the management about the lack of training for the claims department and their lack of protocol knowledge.”
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’d like to discuss this further, make a complaint or have any questions, please call our Claims team on 0333 321 9800 or send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hello,
Thank you for your review, I'm sorry if you weren't aware of when the policy would start. This is chosen by the customer when the policy is being purchased so we do regret if you missed this information. The start date cannot be changed, but if you did want a new policy to start from a different date, please contact the team by calling 0333 321 9801 so they can help you arrange this. ~Theo, Social Media Team
“Had a default notice then a refund rang multiple times to be told 24hours later I had to pay money back immediately the person before was wrong poor service”
“I hav had more than 100emailsfrom you in trying to reset my password. I have now given up despite numerous phone calls and helpline chats..I would never recommend this company to anyone.”
“I have taken car insurance with you two weeks ago and it has been 10 days that I am away from the country and you have cancel my policy. It has been a three times that I tried to call you guys to explain that I am away and I’ve been waiting for someone to answer the phone for over 30 minutes and when the phone was answered, it was hanged up very poor customer service. I am glad you have cancelled my policy.
I promise to you that I will express my experience with you on TripAdvisor on Google reviews and other ways. Thank you again.”
“We have used Hastings now for the last 5 years and have never had to claim, we always felt the prices were fair so we always renewed.
However following a burst pipe at our property, we have had to make our first ever claim and the experience has been absolutely terrible. It’s be going on now for over 4 months. Hastings use a partner Davies group to assess their claims and they have been so difficult to deal with, never returning any calls always promising to call back but never do and send emails to say we legally have 8 weeks to provide feedback and pretty much on the 3 occasions we have waited for a response have taken pretty much the 8 weeks.
Absolutely terrible companies to do business with, what is clear Hastings are happy to take you money each year, when it comes to claiming they are a nightmare. I would seriously suggest you don’t use them.
We will be cancelling our policy with them once our claim is resolved. I would much rather pay a larger premium in the knowledge of we do unfortunately have to claim in the future the company work in partnership rather than constant putting up barriers and make it hard to communicate with regardless of whether your claiming or not.
A complete nightmare company to work with 🤬”
“went for a renewal, last year it was £504, they sent me via, email a quote for over £800 , rang them and got a reduced offer of £650, how disgraceful, insurance on cars down 15% + on last year Shopped around and got a price of £430 .NEVER AGAIN to deal with thse coboys”
Hello John,
Thank you for your review, we’re sorry to hear you’re unhappy with the price of your renewal.
Please note, Hastings direct as a broker has no contact with the renewal until the customer contacts them to discuss it. This is why we ask you to contact us if you are unhappy with the price the underwriter has provided so it can discussed and we can see if the price can be improved. Without the customer's authority, we cannot amend the policy or apply any of the tools we use to hopefully get a better price.
I'm glad you were able to get competitive cover for your vehicle in the end. ~Theo, Social Media Team
“Where is the support before l took this policy l called your centre they told they couldn’t process and try another day honestly it’s because l need to insure my new car that day otherwise l will go for another insurers”
Hello,
Thank you for your review, I'm sorry if you have not received the level of customer service you deserved.
At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion. Thank you for choosing to insure with us this year despite this being the case and I hope your time with us improves as the policy progresses. ~Theo, Social Media Team
Hello,
Thank you for your review,
I'm sorry to see that we were unable to offer you a renewal this year and I can appreciate the frustration this can cause.
At the point of each renewal the acceptance criteria is reviewed and as a result the perceived risk posed by the policy details can change. It may be the case that on this occasion the policy details cannot be covered because of changes to the criteria and the perceived risk being too high. I am very sorry that this is the case and I hope that you are able to find suitable cover for your home soon. ~Theo, Social Media Team
“very poor help,recently i got pulled over for not knowing my insurance had run out for around 10 days, i tried to reinsure with them they refused despite having few insurances with them they treated me as someone bad and wouldnt give me insurance again.”
Hi,
Thanks for your review, we’re really sorry about the poor service you received.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may 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 colleague and their leader.
To do this, please send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail.
Thanks,
Nicole, Social Media Team
“This is really bad. I got a good Hastings quote from comparethemarket, and when I linked to Hastings the price was correct. However after checking details on the Hastings site the quote doubled. I went back to comparethemarket where the price was still the lower and when liking again it now was double the quoted price. After spending well over an hour trying to sort it on chat I got no where. They kept mentioning Peoples insurance so interestingly when I tried them the results were the same. However when I tried any other supplier, the resultant quotes were the same as comparethemarket. This was very frustrating, as I had already cancelled my original suppliers written renewal, which then through frustration and worry, I paid immediately to renew only to find somewhere better and cheaper. It's a real shame as Hastings have lost my business due to what seems a computer error they couldn't fix.”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy and have experienced technical issues.
If you want to make a complaint, please fill out our online form found on our website or, give us a call on 0333 999 8904. Once we’ve logged your complaint, we’ll be in touch with you within five working days.
Thanks,
Brendon, Social Media Team
