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
“Disgrace, the service is rubbish. I cancelled my renewal today I was on an 11 month contract with a paid deposit first month yet they still want me to pay £32.00 to leave them. The renewal price was £531 for a low risk low mileage driver. They will write off a classic They will never keep me as a customer.”
Hello Mark, I'm very sorry to read about this. If you would like us to take a further look at the policy or the amount quoted to cancel, please contact us on Facebook or Twitter @HastingsDirect. ~Theo
“This has been my 3rd year with Hastings Direct and up until lately I've found them really great.
I own a Peugeot 207 SW, nothing flash just a standard estate car. Unfortunately the tailgate window shattered whilst i was driving.
I started a glass claim under my comprehensive insurance and after contacting National Windscreens...Hastings approved contractors, i was told that they couldn't get the glass so i would need to either go to another glass company or a scrap yard and find one myself. FIND ONE MYSELF...what happened to section 8 of my policy that states 'the company will repair or replace glass under a comprehensive policy'.
Basically I've been left to it and heard nothing else from Hastings.
What makes things worse is the trawling around trying to find phone numbers to contact the correct people, who clearly don't want to be contacted!
Hastings and I are done.”
Hello Lee, I'm sorry to read about this and I appreciate the frustration this would have caused you. I hope that you have been able to find the appropriate type of glass to aid with the repair of your vehicle. If you would like to raise a formal complaint concerning this, you can do so with the Customer Care Department here: https://www.hastingsdirect.com/help/complaints-form.shtml
Once again, I'm very sorry to read about the poor experience you've had during this claim. ~Theo
“I have been paying HD for 3 years now for my house insurance. without any claims.
when we do need to claim we follow the instructions of the loss adjuster and then HD give a settlement figure that is 45% of the cost of the repair. 4 weeks later i got a lady on the phone after 8 phone call attempts and she listened to my plight and amended the settlement fee. sadly it has taken soo long for this to be settled it me think why do we pay for insurance.”
Hello, I'm very sorry to see that this process took a lot longer than you expected and wasn't a straightforward process. I hope that this has now been resolved or is close to being the case. If you need to discuss this, you can email the team at motorclaims@hastingsdirect.com as an alternative to the phone. ~Theo
“Told to get app. Entered password but still can’t log in. Every time new password set, says something is wrong. Looked for number to call/direct messaging service, and contact info unavailable. I hope I don’t require to put a claim in at all”
“Trying to create password it would say that it was strong but not let uou sign in and havecto get another password did this 17 times over 4 days before we actually got into our account.”
Hello, I'm sorry to read about the experience you've had and I hope that you now have consistent access to your details. Please contact the team at mobileappfeedback@hastingsdirect.com if there are any further issues. ~Theo
“I've been with hastings for 5+ years...
Everything was okay until I wanted to get a new quote...
I finished my insurance and paid everything as my licence was wrongfully taken from me by the dvla due to medical reasons... I went on go compare, and hastings to compare prices, I added on legal cover and brakedown on both sites so the cover was the same, yet hastings worked out £312 a year more expensive than most of the other quotes from go compare 🤔🤔 so I messaged someone from hastings about it, they weren't helpful, they even contradicted themselves by saying they can offer more to existing customers and get a better price, compared to new customers..
and when I told them that should be illegal, they contradicted themselves and said they didn't say that and we can't do anything for existing customers... what I've learned... when you're with them and don't have to talk to anyone it's 10/10 but as soon as you talk to anyone for anything it goes to a 2 out of 10 and thats being nice.
Very poor customer service/care.
Almost as bad as the dvla 😂😂”
Hello Aaron, I'm sorry if you didn't receive the customer service you deserved while on the phone with our advisors and that you were unable to find competitive cover with us on this occasion. Thank you for having been insured with us over the past 5+ years and I hope that you have since been able to find suitable cover for your vehicle. ~Theo
“My car renewal came through which was substantially more than last time. Phoned up to see if they would match/beat a slightly cheaper renewal quote from another company (only a few quid, but it's principle!) They ended up "breaking" my account. Had to go through the tedious process of setting up as a new customer over the phone, and in the end all they could offer was the original renewal price. Not impressed, an hour of my life wasted... In hindsight, I should have just saved all the hassle by cancelling and going with the competitor.”
Hello, I'm very sorry to read about the experience you've had during your renewal and I appreciate the frustration this would have caused. I hope that the issue has now been fully resolved. Going forward, you can speak to us on Twitter @HastingsDirect and on Facebook as an alternative to the phone. ~Theo
“The insurance was easy to set up, which was probably one of the only positive I have.
I tried to contact/find a contact number for Hastings for about 20 mins and for the life of me could not find a phone number or any other way to contact them other than to look in the FAQs section but that was as much use as a chocolate fireguard.”
Hello, I'm very sorry to see that you struggled to reach the call centre or locate a number to do so. Going forward, you can speak to us on Twitter @HastingsDirect or on Facebook. We would be happy to help with any questions you may have or provide any assistance you may need. ~Theo
“no contact whatsoever after purchase paid in full no policy or cover note or confirmation,rang to query cover, told yes covered will have a word with IT dept and send certificate.......still waiting no reponce.”
Hello, I'm sorry to read about this. Looking at the policy, the document has been sent to your online account in line with the delivery method for your documents. The document has also been emailed to you in a PDF format. Please expect this within the next 15 minutes. If you would like to change the delivery method to post, please contact the team on 0333 321 9801 to arrange this. ~Theo
“Spent 30minutes trying to find a way to contact Hastings Direct, chat feature non existent and stuck in an endless loop in the online "help" section. Finally managed to get a number to call and the agent was very friendly/helpful, but what an absolute waste of my lunch break. I guess "contactless" is the norm these days.”
Hello, I'm very sorry to see that you struggled to get through and get the help you need. Going forward, you can speak to us on Twitter @HastingsDirect or on Facebook as an alternative to the phone. Please let us know if you need any further assistance. ~Theo
Hello, I'm sorry to see that you're struggling to do this. Please ensure that your storefront is set to the United Kingdom, and it should then be available on the store. If the issue continues, please email the team at yourdriving@hastingsdirect.com and make them aware so they can take steps to assist you. ~Theo
“I had started the process online the previous evening but the site kept crashing. I began at 09.17 the next morning and finally finished at 13.15. The website kept crashing again and I had to buy the insurance over the phone. The people I spoke to were all very well-mannered, polite and helpful, but I needed to buy a multi-policy and cancel a policy that had been bought the previous day. Each time I phoned I had to wait almost 20 minutes. The first person was unable to produce the policy l had online despite having all the information . I was passed to another department and after another long wait, they sorted it, out but were unable to cancel the original policy. I was passed on and had another long wait, it was the wrong department, I was passed on and after another long wait the policy was cancelled. My tenacity was due to the online quote being very competitive, as I discovered that due to being involved in an accident as a passenger in my husband's car during the previous year, which was not our fault and did not affect our no-claims, each of our insurance, individually or as named drivers on each other's policy went up between £150 to £200. Hence my patience. I would request that Hasting Direct employ more telephone staff as their product is good and their multi-policy saved us nearly £200. Thank you.”
Hi, I apologise that this was the case and for any possible frustration or inconvenience caused. I'm glad to hear you're happy with the service you received and your policy, I've fed back the telephony delays to our Development team to review. ~Lillie
“It’s was not made clear that I have to have tracking device and a phone in my car at all times. I don’t often carry my phone and would have gone elsewhere if this had been made clear from the start.
The app was difficult to use and not clear.”
Hi Jeffrey,
I apologise if you weren't aware of what you'd purchased. If this is unsuitable, please call us on 0333 321 9801 to requote you a policy without the tab.
~Lillie
“Have just had a call with one of the Call Centres to follow up on a claim and the lady I spoke with was trying to be very helpful, however the background noise was so loud that it was very difficult to hear what she was saying. Other calls could be heard as well as laughter and shouting. Very off putting and unprofessional. Shame as not the individual’s fault. Suggest that you invest in noise cancelling headsets in your Call Centres as important information can easily be missed, especially when terms and conditions are being relayed.”
Hi, we're sorry you feel that way. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/. ~ Jodie
