Hello,
Thank you for your review and for having been insured with us. I hope you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
“Iv been with your company for years but every time it due to renew you send me silly quotes then when I go on compare your the cheapest but over 200 pound cheaper than the quotes you give”
Hello Cheryl,
Thank you for your review.
As a broker, Hastings Direct provides a number of different policies, each having different levels of cover. As a result, it is possible that prices can vary internally and at times you can go online and find a more competitive price. In this situation just give the renewals team a call and they can try and match the price if the details of both quotes are the same. I hope you have since been able to find the best price for your vehicle. ~Theo, Social Media Team
“I was already with Hastings and my renewal came through at £1021 so I used confused.com to compare prices. Managed to get insurance for £682 through Hastings!! So had to cancel my automatic renewal and buy again seperately from Hastings! Seemed a lot of hassle to stay with the same insurer! I tried on the app to put in my new quote and Hastings recalculated my renewal price but it was still £1021.”
Hello Harry,
I'm sorry to see that the original renewal price wasn't competitive.
As a broker, Hastings Direct provides a number of different policies, each having different levels of cover. As a result, it is possible that prices can vary internally and at times you can go online and find a more competitive price.
I'm glad you were able to find a better price and thank you for renewing with us this year. ~Theo, Social Media Team
Hello,
Thank you for your review and for choosing to insure with us despite us not offering the most competitive price. We hope your time with us improves as the policy progresses. ~Theo, Social Media Team
“Very annoying that the quote I saved for the vehicle I wanted. when I purchased the vehicle and went back to the quote, it refreshed and went up by 20%.
This is the third vehicle we now have with you.”
Hi, thanks for your review.
We confirm on our website, and note on comparison sites, that our quotes are only valid until 11:59pm on the day they’re completed.
Even if the quote looks the same when you go back to it, the price can change after that day due to live pricing updates.
Thanks,
Nicole, Social Media Team
“I have been with this company for years. I have usually been totally satisfied with them. I forgot to renew my car insurance the day after when I realised I contacted them and they said I had to be classed as a new customer which then cost me an additional £33.00 I didn’t have time to then shop around as I needed my car for an appointment. Very disappointed with them!!”
Hello Christine,
Thank you for your review, I'm very sorry to see that the price for the new policy wasn't competitive. I can appreciate the frustration this would have caused and I hope that we can be more competitive at the next renewal. I hope your time with us improves as this policy progresses. ~Theo, Social Media Team
“What a issue to get new van ins .more expensive to add new van on than actually cancelling ins to start straight away on new van . Then got told the 48 odd pound i had to pay was going to be given straight back to me was a lie”
Hello Annette,
Thank you for your review. I'm very sorry to read about the poor experience you've had and thank you for choosing to insure on a new policy with us despite having this experience.
I'm afraid the fee to cancel a policy is only refunded or waived if the new policy is purchased via our website or in the call centre. I regret if you weren't informed of this and we'll pass this feedback to the advisor's team leader with the intention of improving how they handle calls like this going forward. ~Theo, Social Media Team
“foud good price online, signed up and paid but then found I could not download the app (phone area incompatible). customer service very helpful, given full refund minus 20 pounds (for days covered - not sure policy would even have begun). was insured by them previously (pre app days) and found them good. sad to have missed this opportuniity”
Hello,
Thank you for your review, I'm very sorry to see that this process wasn't straightforward and that the issues led to the cancellation of your policy with us. Thank you for considering us as your insurer and we hope that we can be more streamlined or suitable for you in the future. I hope you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
Hello Christopher,
I'm sorry to see that you struggled to use the website. If you need help with this, please give us a call on 0333 321 9801. We would be happy to help with any questions you have. ~Theo, Social Media Team
Hello Dorothy, it's good to see that we could offer you the level of cover that you needed at a competitive price. Thank you for leaving a 5-star review with us. ~Theo, Social Media Team
Hello,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you have struggled to get the help you need. We always aim to provide great service, so it's disappointing to know we missed the mark this time.
If you still need help with your policy, please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
“Achieved an acceptable quote in the end, but they had trouble with their computer when I rang, so I got charged 3 times in error for the premium! Paperwork came in post successfully, but separate envelopes arrived on the same day with confusing correspondence.”
Hello,
Thanks for your feedback, we're really sorry to hear about your experience. We always aim to provide great service, so it's disappointing to know we missed the mark this time.
I hope this has since been resolved and thank you for your patience while this was resolved. Please let us know if you need any future help with your policy. We'll do all we can to help you. ~Theo, Social Media Team
Hi Garry,
Hello, it's good to see that we could offer you the level of cover that you needed at a competitive price. Thank you for leaving a 5-star review with us. ~Theo, Social Media Team
Hello,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you struggled to reach us. We always aim to provide great service, so it's disappointing to know we missed the mark this time.
Going forward, you can send us a message via the app if you are struggling to reach us on the phone and the team will do all they can to help you. ~Theo, Social Media Team
Hello,
Thank you for your feedback. We regret that this wasn't clearer and we'll pass your feedback on to the relevant team.
This policy is similar to a telematics device in that your driving is tracked by a device in your car. There is no curfew.
We appreciate that it’s not for everyone and hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
“I am still awaiting a response from customer service after they advised me something which ended up wiping whole convo, resent complaintand still waiting for a response.”
Hello Kelly,
Thanks for your feedback, we're really sorry to hear about your experience. We always aim to provide great service, so it's disappointing to know we missed the mark this time.
We would like to feed this back to the advisor's team leader with the intention of improving how they handle calls of this nature going forward and chasing the contact you were promised. If you would like this to be done, please contact us and provide the policy reference number so we can arrange this. ~Theo, Social Media Team
Hi Jonathan,
Thanks for your review, I'm very sorry to see that you had a poor experience with us.
We’d love to know more about 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 give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
“All I wanted was a actual person to discuss renewal ended up renewing without actual contact from a human tried you chat bot No reply .. tried you email No reply.... 😒 Seeiously if your goina charge so much a human to answer the phone would be a nice personal touch ..... PS ...no free phone no to ring ? My phone wouldn't accept your telephone no .cause limited access”
Hello Dorothy,
Thank you for your review and we're sorry that you struggled to reach us and get the help that you needed when renewing your policy. We'll pass this feed back to the relevant team especially concerning the number as it is not something we come across often.
Thank you for choosing to renew with us despite having this experience and I hope your time with us improves this year as the policy progresses. ~Theo, Social Media Team
Hello,
I'm very sorry to read about this and I appreciate the frustration this would have caused and I hope that you have since been able to find suitable cover for your vehicle.
If you feel this has been handled poorly or incorrectly and you'd like to make a formal complaint, you can do so by:
Calling us on 0333 321 9800, sending us a letter or filling out our online form 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
