“Hastings Direct were competitive last year but have increased our house insurance quote by £127. They claim "we’re committed to offering competitive renewal prices. That’s why, based on the same details, the price of your renewal quote from us will never be more than a quote we offer to a new customer." That's not true. The comparison site we used last year, using our unaltered retained details, gave us their quote as £158 LESS than the renewal letter! I can't be bothered to ring them to haggle, as I'd rather deal with a more honest company.”
Hello, I'm sorry to see that we were not able to offer you a more competitive price 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. They would be happy to take a look at this for you. ~Theo. Customer Care
“Having now had to claim, your process is very porrly managed and a but confusing. Already had one complaint upheld and the claim is really dragging on with mixed info coming my way. It could hardly be aneasier claim. Just me involved, I hit a barrier in a car park, no weird circumstances. That's it. One to avoid it looks like. I dont live far from you so contemplating heqading your way ;)”
Hello. Thanks for letting us know about this and we’re sorry to hear you weren’t happy with our service. We always aim to deliver the highest level of service to all our customers. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Thanks ~ Jodie, Customer Care
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Jodie, Customer Care
“I’ve been with Hastings a few years now and forgot to shop around for a new quote before my renewal.
They automatically renewed ~£200 more than the previous year and only brought it down £50-100 when challenged, so I’m still out of pocket compared to last year.
We shouldn’t have to trawl around for new deals each year to avoid getting our premiums inflated is we forget.”
Hello Scott. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the service you’ve received. We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please call 0333 321 9801 or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also find more ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“My insurance is due to renew today. The auto renewal payment failed, everything is fine with my bank account and debit card. Have to contact Hastings to find out what the issue is.”
Hello Marc. Thanks for contacting us and sorry that you're unhappy that your renewal payment failed. This occurs every so often, but you can attempt to make the payment on your MyAccount the day after renewal, or you can call our Renewals team on 0333 321 9790 for them to take payment. Thanks again ~ Cat
“Received my renewal almost 60% increase so shopped around and got it nearly £200 cheaper. I then rang to cancel and they then started to look at what they could do for me as a loyal customer. I still told them I wanted to cancel but then got the guilt trip, took 15 minutes to actually get through to operator that I wanted to leave. If they had given me a reasonable renewal there wouldn’t have been an issue, why do you always have to contact them to get a decent quote why not just give it”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“I've had no success in trying to contact Hastings direct - even tried the FB page - not good enough when there are so many others clamouring for our business!”
Hello,
Thanks for letting us know about this and we’re sorry to hear you are having issues contacting us. We always aim to deliver the highest level of service to all our customers, please:
• Call 0333 321 9801.
• You can email us on customersupport@hastingsdirect.com
Thanks ~ Vicky
“i have just passed my test and the cost to exchange to full licence has more than doubled from a provisional and i also have the drive app so i will be shopping around as i have found a different provider at the same price i was for my provisional”
I’m sorry you are unhappy with the price offered. When we offer quotes for a new policy or a change, the quote is based on real-time pricing, which can fluctuate throughout the day as we update the risk criteria based on new information all the time. We calculate the price of our policies based on various factors, including your vehicle, address, drivers, personal details, etc. This means we give our best and most accurate price using the information you give us at the time. I’m sorry this did not work out favourably for you on this occasion. If you would like us to look into this, please call us on 0333 321 9801. You can find further information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
“I tried renew my car insurance by phone service, guy on other side had very strange accent, which was very difficult to understanding what he talked to me. He should help me but how if is lack in language.”
Hello, we're sorry you feel this way. all of our colleagues do speak English and receive the same level of training. If you still require assistance, please call 0333 321 9790 or visit https://www.hastingsdirect.com/help/.. Thanks ~ Jodie
Hello Christine, looking at the policy the delivery method for your documents were sent to email. As a result, they would be sent to your online account via email not in the post. If you would like them to be sent in the post, please contact us via Twitter @HastingsDirect or Facebook and we'll put this in place for you. ~Theo
“Expensive My insurance went up to almost 400 pounds a month for my second year, with no claims, points or accidents.. 400 pounds a month for a little ford fiesta 1.4”
Hello, I'm very sorry to see that the renewal wasn't competitive on this occasion. Please remember you can contact the Retention Department on 0333 999 8911 to discuss the price of your cover. I hope you have since been able to find suitable cover for your vehicle. ~Theo
“I have tried to cancel a policy that’s just been renewed.the reason being I had an accident before the renewal date. There isn’t any place in the app to cancel any policies. It seems you can be helped as long as you’re paying”
Hello Barry. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your myaccount, however when you are in your renewal stage you are not able to.
If you still require assistance, you can reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help you there. ~ Jodie
Hello, I'm sorry for any issues caused by this and I hope that you have since been able to access your online account. If not, please DM us on Twitter @HastingsDirect or on Facebook. We'll do all we can to help you. ~Theo
Hello Malcolm, looking at your policy, the documents are sent to you via email. As this was the chosen method of delivery, they would have been sent to your online account which you can register for and access. If you would like a copy posted to you, please contact our Customer Service Department on 0333 321 9801 and they can arrange for this to be sent to you. ~Theo
Hello Ellen, I'm sorry to read that this is the case. Looking at your policy, all marketing has been turned off and I can only see that your initial documents has been sent. Please email us at customersupport@hastingsdirect.com and disclose what else you have been sent. ~Theo
Hello, I'm very sorry to see that you're no having the best experience with the Youdrive policy. Please remember your score only needs to be over 30. The Telematics Department does understand that due o other road users and decisions that you have to make, it may not be possible to have a perfect score. Please contact them on 0333 999 8911 if you need to discuss this further. ~Theo
Hello Robert, I'm sorry to see that this is the case. If you need help with this or need the documents to be sent to you, please reach out to us on Facebook or Twitter @HastingsDirect. We'll do all we can to help you. ~Theo
Hello, I'm very sorry to see that you were unable to make your payment online and I hope that you have since been able to do so. If not, please contact the relevant department on 01424 735735 so that the advisors can take a look at this for you. ~Theo
“I was going to give a 5-star review for the past years' experience, but I am so disappointed that after I had renewed my car insurance with another provided saving over £60, Hastings auto-renewed my policy which I requested to cancel in less than 12 hours of renewal.
The adviser I spoke to -Zandy tried her best to convince me to stay with Hansting offer a £40 discount and as I didn't want the hassle of cancelling the policy with the new provider I declined the offer and then came the master stroke.. £20 for the arrangement fee for the policy. I had NOT opted for auto-renew and my car insurance was already renewed with another provider 5 days before so how did Hastings renew the policy?”
Hello Dipa, I can appreciate the frustration this can cause. In line with the Continuous Insurance Act our policies are due to auto-renew when they are purchased. Hastings Direct does disclose how to remove the auto-renewal from the policy in the documents that are sent to you and this can be done in the first 11 months of the policy. Doing so avoids the risk of the policy renewing at the end of the year. The fees that can be incurred are also disclosed in the documents and before the policy is originally purchased. I'm very sorry if this information wasn't seen and has come as a surprise as a result. ~Theo
