Hello,
Thank you for your review.
I'm sorry that this isn't something that can be amended. If you need to start the policy from a different date, the incorrect policy would need to be cancelled and a new one put in place with the correct date. If you need help with this, please call us on 0333 321 9801 so we can assist you. ~Theo, Social Media Team
“The site is heavily computer based. There is an app which you need to access the policy details. However, I could not get the app to register the PIN needed for sign on. Numerous exchanges with the IT team did not resolve the problem The work around is to register afresh every time I need to view the poilicy details.”
Hello Hongthong,
Thank you for your review, I'm sorry to read about the experience you've had with the online account service. I regret the frustration this would have caused and that the IT team have not been able to resolve it.
If you need any help retrieving your documents, please email us at customersupport@hastingsdirect.com or send us a message via Facebook or X (formerly Twitter). ~Theo, Social Media Team
“Sadly HD had the wrong house number on my documents should have been 3 but sent to 4.
I rang to explain the mistake and had a rather abrupt women told me I needed to pay £20 which I refused then it went to £1.50 Being a little hard of hearing and having great trouble understanding her poor english I gave up with the call, I was not rude nor did I use bad language.A day or two later I received a letter saying I was no longer insured as you can imagine I was very upset.That day I spoke to a very nice gent who sorted this sorry state out very easily and proffessionaly. 5* would have been given without this problem.”
Hi Barry,
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.
I am glad that the second call you made had this all sorted out for you with no problems.
Thanks,
Nicole, Social Media Team
“So far I quite like it however I had once incident of hades breaking which was not my fault and was the safest option at the time and that took me down 12% after being 100% for every other journey”
Hi,
Thanks for your review, we’re sorry to hear you’re having trouble with your driving score.
We are aware that sometimes your score may be affected by external factors which is why we have the total score and past 2 weeks, and we would only cancel if your score dropped below 30, as a few one off hard breaking due to others would not affect the score that much.
If you’d like to discuss your score in more detail, please give our YouDrive team a call on 0333 321 9801.
Thanks,
Nicole, Social Media Team
Hi Daisy,
Thanks for your review, we’re sorry to hear you’re having trouble with your driving score.
We are aware that sometimes your score may be affected by external factors which is why we have the total score and past 2 weeks, and we would only cancel if your score dropped below 30, as a few one off hard breaking due to others would not affect the score that much.
If you’d like to discuss your score in more detail, please give our YouDrive team a call on 0333 321 9801.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and we’d love to keep you as a customer.
We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, please let us know. Our renewal prices are always the same, or better, than prices we'd offer a new customer with the same details. You’ll find more information on our website.
If your details have changed or you want to discuss your renewal in a bit more detail, please call up our Renewals team on 0333 321 9790.
Thanks,
Brendon, Social Media Team
Hi!
Thanks for your review.
We're sorry to hear that you believe the data recorded is incorrect. Our app and tab for the YouDrive policy records the location by using the phone's GPS. It may be that the phone's GPS system is out of date and there's pending updates. You can check this on the phone by looking in the settings under "system".
If you have any queries about this, or any further questions about the driving data, please contact our YouDrive team on 0333 321 9801.
Thanks,
Brendon, Social Media Team.
Hello Keerthi,
Thank you for your review and for choosing to insure with Hastings Direct this year. We hope you have the best possible year with us. ~Theo, Social Media Team
Hello Wendy, thank you for choosing to insure with Hastings Direct this year. We hope you have the best possible year with us. ~Theo, Social Media Team
“I found it frustrating that the renewal price quoted was more expensive than when I did comparison quotes. I renewed with the cheaper quote of course but shouldn't have to do that. No reward for royalty.”
Hi Colette,
Thank you for your review. I'm sorry to see that the renewal offer wasn't competitive on this occasion.
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.
Thank you for choosing to renew with us despite having this experience. ~Theo, Social Media Team
“Service only just acceptable as after 10 days from taking out policy still waiting for 'Voluntary Use' confirmation email that > 'Voluntary use is allowed for persons covered on the certificate, subject to there beingnp payment and/or income received other than expenses to cover running costs'.
Most insurers have it as standard wording on their certifcates.”
Hello Jonathan,
Thank you for your review, I'm very sorry to read about the delay concerning your documents. Looking at the policy, I can see that this has since been sent and should arrive in the next few days. if it doesn't arrive, please email us at customersupport@hastingsdirect.com or contact us on Facebook or X (formerly Twitter) so we can help you. ~Theo, Social Media Team
Hi Scott,
Thanks for your review.
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
“I had trouble setting the telematics up can’t get through on the phone and the online was painful
Kept getting threatening emails saying you would cancel my insurance
Phone lines would improve the service 100%”
Hi Maddyson,
Thanks for your review, we’re sorry you’ve had problems with your YouDrive policy.
It sounds like there could be an issue with your phone settings. For us to record everything correctly, you must’ve activated your ‘Bluetooth’ and ‘Location’ and accepted the correct permissions.
It’s also worth checking the app is always running in the background and your phone isn’t on power saving mode. If you think the tab isn’t connected, put your tab next to your phone and hold down the button on your tab for 15 seconds.
If you’ve done this and you’re still having issues, please call our YouDrive team on 0333 999 8911.
Thanks,
Nicole, Social Media Team
Hi Vincent,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and we’d love for you to stay with us.
It might be that the quote you’ve found with someone else is cheaper because the details are different or it’s for a different product or lower level of cover. We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, please review your policy in the Hastings Direct app.
I'm glad you were able to find competitive co er for your vehicle and thank you for having been insured with Hastings Direct over the past year. ~Theo, Social Media Team
Hello
Thank you for your review, I'm sorry to read about the poor experience you've had and that you struggled to reach us on the phone. I hope you have since been able to get the help you needed. Going forward, you can email us as an alternative at customersupport@hastingsdirect.com. Our team would be happy to help you. ~Theo, Social Media Team
“Discrepancies between your web site and a comparison site. I had to call rather than do it electronically. The lady on the phone was however very good. You need to be clearer that you cover flood risk”
Hello Melvyn,
Thank you for your review, I'm sorry that this wasn't as straightforward as we would like it to be. We appreciate your feedback and we'll pass this to the relevant team. I'm glad that you got the customer service you deserve and thank you for insuring with us despite having this experience. ~Theo, Social Media Team
Hello Fergus, thank you for choosing to insure with Hastings Direct this year. We hope you have the best possible year with us. ~Theo, Social Media Team
Hi Jacqueline,
Thanks for your review, we’re sorry to hear you’re unhappy that the certificate was not posted.
I have now sent a copy via the post for you, and this can take 7 to 10 working days to arrive. Also our customer service number is 0333 321 9801.
If you have any further queries, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
