Hi there,
Thanks for your 5-star review!
Thank you for choosing to insure with Hastings Direct this year. We're so pleased to hear you find us easy to communicate with.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
“I have my renewal policy with the quote sent to me via email and on my app, I called them to discuss payment options and confirmation of my NCB. Only for them to cancel my renewal policy with the price they have given me in my app and email (attached), telling me that the price isn't on their system even though on my app/email it said the price is there until my auto renewal starts. They ended up giving me a price that was way higher than the original price quoted. Even after several calls and speaking to them still acted like they didn't send the original quote.”
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/. Unfortunately if we can't find that price anymore, we wouldn't be able to honour it, as all our quotes are based on real-time prices and based on any changes. We’re happy to look into this for you in case changes need to be made. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“Had a fantastic two years of good experience with this company.
However, my premium went up this year so I decided to go with a different company and only staying with my home insurance with HASTING DIRECT.
I received a call today as they mentioned they would try to match with my new price with the other insurance company. As I gave them my new job title and my wife’s, they had to cancel my insurance, despite my insurance ending on the 27 of this month.
From the day I changed my job, I tried to update this on the APP but it was showing as error, I have tried several times afterwards and was unsuccessful.
This was not ethical, no transparency from the company and I wonder why doing such a thing? We never shut a door for a client, and they did!
Will be cancelling my home insurance too!
Absolutely unprofessional!”
Hello John. Thanks for letting us know about this and we’re sorry you’re unhappy we can’t offer you cover. When we work out the price of our policies, we consider various things, including your vehicle, address, drivers and personal details. In your case, it seems we can’t offer cover based on a combination of the above. But we might still be able to insure you another way – to see if this is possible, please call us on 0333 321 9801. Thanks again ~ Cat, Customer Care
“Hard to contact, Had to phone several times to find about about a claim I had made over a year ago had no contact from them and now I am being told completely different information from what I was told a month ago. Not helpful at all.”
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 again ~ Cat, Customer Care
“I thought I’d cancelled my policy as I found another company which was nearly £500 cheaper! I’m being charged £20 for admin even though I went online to cancel. Apparently I hadn’t & it’s only shown me logging on a month earlier. When in fact I know 💯 that I went on only 2 days ago. I spoke to Peggy who then liaised with her manager 3 times (Ruth Lombre) I’m basically not being believed. When I was told I will have to pay I then got informed that if I didn’t pay it would get forwarded to a debt company?? I didn’t refuse to pay but I argued the fact that I believed I’d already cancelled my policy. Great customer service. I KNOW I’m right. But the system doesn’t show me logging in. It’s unfair and totally unacceptable.”
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
“Avoid!
My experience:
I tried to change my living address in the system via the app. I was unable to do so, so I had to call. The customer service tried to change my home address in the policy and for some reason, the system couldn't do so. The only option was to cancel my current policy and get a new one. However, the new one was with a £1000 increase, no joking 1k increase. The total sum was £2900 for a Volvo which costs 1k. As the policy was cancelled due to a system error, they assured me that I would not be charged for the cancellation. Days before cancelation I still was direct debited for the upcoming month. And on top of that hastings did send me a cancellation fee. And still being direct debited to this day as according to them I still owe some money. That's what a "legal" scam looks like. After a half year of many calls, and many promises- still no refund to this day.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the price we offered you. There are a few things that affect the price when we quote for a new policy or a change. Firstly, the quote is based on real-time pricing, which means it can rise and fall throughout the day as we update the risk-criteria based on new information. Secondly, we calculate the price of your policy based on various things, including your vehicle, address, drivers and personal details. This means we try and give our most accurate price using the information you give us at the time.
In regards to the cancellation, in order to understand our charges it’s important to note we don't charge your insurance per month. Instead, we charge you for the exact dates you were insured – so you don't pay any less or any more. The only additional charges are for any non-refundable fees (for example, the arrangement fee or any Direct Debit default fees) and a cancellation fee, when it applies. You’ll find a breakdown of the costs of your cancellation in your documents. If you’d like us to explain the costs in more detail, you can call us on 0333 321 9801 or find more ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“The policy is great, I put I had 1 years no claims, as I didn’t have the documentation and time was of the essence (I did not want to guess). When I received documentation to my surprise I had 4 years protected, my policy is more expensive for having 4 years no claims discount than having one.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the price we offered you. There are a few things that affect the price when we quote for a new policy or a change. Firstly, the quote is based on real-time pricing, which means it can rise and fall throughout the day as we update the risk-criteria based on new information. Secondly, we calculate the price of your policy based on various things, including your vehicle, address, drivers and personal details. This means we try and give our most accurate price using the information you give us at the time. If you’d like us to look into your quote, please call us on 0333 321 9801. You can find other ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“First time using them for Car Insurance and it will be the last. Absolute joke!!!! Ive been driving over 18 years and never in my life been asked for this information. Mind you they have already taken 2 payments and then started asking for this information. If i dont provide the information then they will cancel my policy and charge me £40. Also if information needs charged on my policy they will also charge £30 quid. The information that they require NOW is shocking!!! Mite as well ask me what colour knickers I'm wearing!!!! Pictures of my car inside n out incase I modify it, driving license, go on the dvla website and get ur unique code for your driving license which shows everything on ur license which isnt a problem cuz i have a clean license etc!!!! And the list goes on!!!!”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy we checked your policy. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We sometimes need the information to make sure an insurance policy is valid and fit for purpose. Also, if you need more time to send us the documents we’ve asked for, it’s not a problem – just call us about this or any other question you have on 0333 321 9757. Thanks again ~ Cat, 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
“Hastings Direct was the provider of my buildings insurance. I found them through Gocompare. I took out a policy with them with a premium of £295.03 per annum. After 12 months without any awareness or consent from me they began deducting £211.74 per month from my account. It transpired that they had sent an email with no warning in its title and with the detail buried deep below that my premium was to rise to £2541.37 per annum. I have not made any claims on my house insurance in the 8 years we have lived here and cannot think of any reason for this exorbitant increase. My main complaint is that this all happened without my awareness. I have received no refund or apology for the deduction of 3 months of £211.73 from my account. I'm lucky to have a friend who is a Managing Director at AON. He explained that Hastings Direct has a poor reputation in the business and that I should take the matter up with the UK Financial Ombudsman. I suggest you avoid.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with our service. To make a complaint, go to www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 321 9801. When we’ve logged your complaint, we’ll get back to you within five working days. Our regulator, the Financial Conduct Authority, says we have up to eight weeks to settle your complaint. You’ll find more information at www.hastingsdirect.com/help. Thanks again ~ Jodie, Customer Care
Hi there,
Thanks for your 5-star review!
We are so pleased to hear that you find us to be a good company.
Thanks for taking the time to leave us your review. ~ Tamera Dambrauskas.
“We have had a multi car policy with Hastings for the last two years, our renewal is due 1st Jan had a quote last night rang up to pay in full this morning (£920), which was a £300+ increase on last year, to be told that there has been a system error on our policy and they can’t insure us anymore. We have been on the telephone to them on and off for 2.5 hours this morning with no plausible explanation as to what the problem is, just to be told with less than 24 hours left on our policy to go elsewhere. To add insult to injury even though we paid in full Dec 2023 they now want to charge us £46 for cancelling the policy which they cancelled not us. If I could give 0 stars I would. I am sorry to say their customer service staff tried their best but do come across as polite but clueless.”
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 0333 321 9790. Alternatively, 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 ~ Jodie, Customer Care
“If minus stars were possible, I'd be adjusting my answer!
I have the home insurance premium which includes home emergency cover. The leak initially started the size of a coin and is now 4 ft in diameter! They've sent 3 plumbers who have made my home go bad to hell! Plus when I phone I'm bounced from the emergency team to the buildings and contents team which are two different companies and do not coordinate or work together at all! It's a living nightmare. I still have a leaking ceiling, which has even started to cause me to have panic attacks. Avoid them at all costs!”
Hello Jade. 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 please call the Home Emergency line on 0800 633 5088. Thanks again ~ Cat, Customer Care
“سلام من دو سال سابقه بیمه با کمپانی هاستینگز دارم با ماشین تویوتا سی اچ آر خانوادگی و حالا میخواهم این بیمه و سابقه را برای استفاده از ماشین ون استفاده کنم آیا این ممکن است؟ و درخواست دوم من در مورد قیمت هست که قیمت مناسب مثل همین دو سال برای ون در نظر بگیرید .ممنونم”
“I had a renewal quotation then I asked to contact me before start date of renewal to confirm that then I was surprised they cancelled the quotation and I called many times but they didn't give me the quotation which I had.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. Just so you know, the price we offer is based on the current details on the policy. We’re happy to look into this for you in case changes need to be made.
If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Beth, Customer Care
“I’ve been a customer for 9 years and after receiving a renewal quote of over £200 increase I called and asked for my policy to be cancelled. A 30 minute phone call resulted in the customer service advisor laughing at me when I suggested that my policy was being increased to pay for other people having accidents! He was so rude that I honestly switched off from the rest of the conversation. Now I’m being charged £20 to cancel my policy when I never agreed for it to be auto renewed in the first place. Shocking! Customer services are less than helpful and the rudest company I’ve ever spoken to. I would never recommend this company to anyone and will be contacting the likes of Martin Lewis to bring attention to the shocking way in which they deal with customers!”
Hello and thanks for letting us know about this. If you contacted us before the renewal date to cancel your policy, we need to see evidence of this. Please send it to customersupport@hastingsdirect.com and we’ll then look into this issue for you. Thanks again ~ Beth, Customer Care
“Called this morning to cancel my car insurance as the renewal price was going to go up ALOT! Got through to a lovely gentleman called ash on the phone in the morning, But as my boyfriend is better at dealing with stuff like this I was promised I'd get a call back in the evening when I had my boyfriend here to go through it with me.Ash called back bang on time and helped us massively with getting a better price than anywhere else was offering and was a pleasure to talk to on the phone.So after all I ended up staying with Hastings and would like to say a big thankyou to ash for being such a big help.🙂”
Hi Ionie,
Thanks for your 5-star review!
We're so pleased that Ash delivered exceptional customer service, its amazing to hear. I've passed on your lovely feedback to Ash and his manager so he can be recognised for his service to you.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“So I went with Hastings in Oct 22 without a problem. I always go to a compare site before renewing my insurance. I got a much better deal on line so cancelled my DD before my renewal date. Sometime later I read my emails from Hastings and I admit I don't always read my emails on a daily basis anyway they emailed to say that they had auto renewal at a cost of £700 from £365. Why would I possibly want to renew with them at that cost? They emailed to say my DD had been cancelled (well what would that say except "oh maybe she doesn't want to renew with us otherwise it would still be open"?)
Then I start to see emails saying I had to pay £20 which I emailed back and told them I did not give them permission to renew my policy in the first place so what was I paying that for, which they said but we told you we would auto renew and I replied with the fact that I cancelled my DD should tell you I'm not staying with you! Then they emailed saying that I now owe them £135! again I sent the same reply but by now I was getting really upset over this as I felt I was being harassed by them so as my partner was also on my policy he said he would ring them but he was just getting the same story about the fact that they automatically renew your policy. This has been going on for sometime now and after my partner rang last week and was told that they would ring him back, but that call never came. So he rang back today and they said they would ring me this morning, but that call never came either. This is such a terrible company, most people would nowadays go to a comparison site as you know that the company your with will put a few hundred pounds on top of last year's cost which is so wrong when your details haven't changed and you haven't made a claim so why do they increase it? I absolutely refuse to pay any money to them for nothing. I feel they are ripping people off and making thousands of pounds in the process.
All the years I have driving and this is the first time I have ever known a company to charge you for not renewing your policy. That is absolutely disgraceful.
Never going with Hastings again.”
Hello. Thanks for letting us know about this and we’re really sorry we didn’t call you back in response to the fee. If you’d still like our help, please send us a direct message on X (formerly Twitter) @HastingsDirect or Facebook. You can find other ways to contact us at www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
