Hello Timothy, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great price. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~Jodie
“I’m expected to do everything online. But I needed to change my policy and there was nowhere to do so on the app or website. In the end I had to call the helpline. Which is almost impossible to find on the app. Quite frustrating.”
Hello, I'm very sorry that you struggled to locate a contact number to arrange this change and I hope that you have since been able to do this. Going forward, you can contact us on 0333 321 9801 to speak to our Customer Service Department. ~Theo
Hello Timothy, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you found the policy easy to set up. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~Jodie
“This is the first time i have had dealings with Hastings Direct, but am pleased with how things have been so far with product, pricing and communication.”
Hello Robert, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
Hello Robert, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you found the policy easy to set up. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~Jodie
“I check around for the best price for my insurance requirements every year.
I keep the same requirements for my motor insurance needs.
This year Hastings Direct came out top again, it has done for 4 out of the last 5 years.”
Hello Timothy, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
Hello, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~Jodie
Hello Janet, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
“Good web site. Easy to follow as to what you are looking for in relation to the cover you might need. Hastings came out top for me. (Easy to understand the small print also). Well done Hastings”
Hello James, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
“Poor first impression when making a change to the policy was complicated, and no support was available. First email I got from the company told me not to reply to them.”
Hello, I'm sorry to read about this and I hope that you have since been able to get the help that you needed where this is concerned. Please DM us on Twitter @HastingsDirect or on Facebook if you need any help with your policy. ~Theo
Hello Christine, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
Hello, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
Hello, I'm sorry to see that you've had such a poor experience. Please contact us at customersupport@hastingsdirect.com if you need any help with your policy. ~Theo
Hello, I'm very sorry to see that you've had such a poor experience. Please contact our Customer Service Department on 0333 321 9801 if you need any help with your policy. ~Theo
“I chose Hastings Direct as they were cheaper than the rest I completed the online questionnaire and paid my cash. It was one week later that I received a letter from Hastings in the form of a Verification check this was to ensure that I had the correct driving documentation and that I had been driving for as long as I said I had etc at the end of the letter I was warned that I had 7 days to forward the requested documents in scan and email form and that if I did not comply then my insurance would be cancelled!!. I completed the requested docs and forwarded them to the company on the email I had stated that if there were any problems then to please contact me. I received no such contact and 8 days later I received an email that my insurance had been cancelled. On contacting the company I was told that there computer system could not handle the requested documents and so without a word they cancelled my policy I then spent the next 3 hours on the phone with incompetent staff who eventually apologised for their mistake and offered £20 as compensation. DO NOT USE THIS COMPANY THEY ARE LOOKING AT EVERY OPPORTUNITY TO CHARGE YOU PENALTIES I WAS CHARGED £80 FOR THE CANCELLATION ON MY POLICY DUE TO THEIR INCOMPETENCE!!!”
Hello Gary. We’re sorry that you are unhappy we have conducted checks on the policy. Our New Business Review team are dedicated to checking all policy details and updating these if necessary, to ensure the insurance is valid and fit for purpose. The validation team pick a handful of policies at random and have to carry out checks due to business protocol. Our fees are stated in your policy documents as well as our site prior to purchase but I do apologise if you weren't aware of this. If you need any further assistance, please call to speak to them on 0333 321 9757. ~ Jodie
“Spoke with Hastings today about a claim I had made.
In the first instance I feel I was misinformed about the fees which were due to be paid by the first team member I spoke with. My claims handler then contacted me with different information. When I contacted Hastings a 3rd time and spoke with Steve Maison, I was left asking the same question over and over, each time getting a response which didn't answer my original question. Steve was polite and informed me that a different department would be better placed to deal with my issue, however when this was requested, he denied my request stating he still had advice to give us, however given that his previous advice was unhelpful, I couldn't see why this request was being refused.at last, he finally transferred my call, but not without telling me I hadn't been clear enough during our call. The Last member of staff I spoke with was Amy who was amazing. My understanding of the steps taken during the claim is solely down to this lady who calmly answered any worries or queries I had about any misinformation which had previously been given. She eradicated any grey areas in my understanding and ensured I fully understand what had been discussed before ending the call. She is the sole reason for this review and would like to take the time again to thank her for all of her help.”
Hello Alex, we're sorry you did not receive the level of service we aim to achieve from the first instance. However we are glad to hear that you have since been provide the answers required. If you have any further queries, please call 0333 321 9800. ~ Jodie
“On the 06/08/23 I got a quote for a motor cycle that I was about to purchase. The quote was from compare the market, the quote was £114.37 for a new policy with Hastings direct.
On the 16/08/23 I picked up the new bike, I called Hastings Direct and asked to insure the new bike.
The sales person gave me two options, amend the existing policy or take out a new policy. I asked the prices,
To amend £76 until Dec or £182 for a new 1 year policy.
I asked why the price was so much more expensive for exactly the same level of cover than the compare the market price. I was told that the quote I got had expired and that this was the new price. After a lengthy conversion it was apparent that was the price, I could pay £45 cancellation fee or take new policy £182 or Amed for £76. So reluctantly I took the amend option. No real explanation of the huge price difference was given.
When I got home I checked the quote from CTM and it was £115.85 less than a pound more expensive than the original quote ! This was using the link provided to contact Hastings Direct for the latest quote and to buy.
So called customer service Where I was told the same thing and that the underwriter’s for compare the market would have a different pricing structure..????
So my question again Why when I call Hastings direct directly I get a quote of £180 yet when I go to a third party supplier I get exactly the same cover for £65 cheaper.?
Same details, same cover, same information nothing different.
Then after making a formal complaint on the web site I get a condescending reply telling me insurance is a complicated thing and many reasons can affect the price..!! Really ??!
The price was quoted already..! Nothing complicated really..! Hastings look at you customer service reviews!!”
Hello, we're sorry to hear this. When we offer quotes for a new policy, the quote is based on real time pricing which can fluctuate throughout the day, as underwriters update their risk criteria based on new information all the time. This means we give our best and most accurate price using the information you give us at the time. I am sorry this did not work out favourably for you on this occasion. ~ Jodie
“Accident at the end July, car a total loss, inept staff. Took a month to get to the point of them offering a settlement. Customer relations are useless as their hands are tied. Management should have picked this up and dealt with it, did they? No they didn't they left it for their staff to deal with upset, irate and almost suicidal customers. Apologies don't make things happen, actions do! Useless company when you need to claim, good at taking your money. They're cheap for a reason and that reason is not enough staff and cheap offshore call centres. I hope they enjoy regular appearances in the media for poor service!! I can't give -5 stars.”
Hello, we're sorry to hear this. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 5 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines. ~ Jodie
“After being with Hastings for a month, and after 7 driving journeys, I was emailed to inform me that my policy was being cancelled because my score went below 30. I was sent a message on the app that stated that my score was low and the next day it was cancelled.
When I called to get further information I was met with a very rude employee who refused to give me additional information and details about Hastings location within the UK , but also seemed frustrated and annoyed by being on the phone to me and would keep speaking over me and putting me on long wait times, he would also refuse to put me through to his manager and told me to call back to get someone else rather than transferring me to another employee.
After speaking to a new employee I found out the issue to why my score was low could of been because of where I placed the device I was given. Something the previous employee had told me wasn’t an issue. This new employee was very lovely and understanding, however after having issues with the device , the policy and the employee, it has made me very disappointed with the services provided, and I would suggest going with another insurance company.”
Hello, we're sorry to hear this. We do send communications confirming why we would potentially look to cancel a policy, along with the date we will be cancelling from if the circumstances don't change. If you would like us to investigate this further though, you can reach us on 0333 321 9801, or you can find further contact information at https://www.hastingsdirect.com/help/. ~ Jodie
