“This service at this company is appalling. We were assured our policy would be cancelled when our car was stolen. Two months later £1,484.74 was pending on our bank account against a renewel on the car - WHICH WAS STOLEN AND WE STILL HAVE NOT GOT A PAYMENT. I called and was told the payment would be stopped and a refund of £32.41 would be be refunded to our account. Two days later, we got a bill for £32.41 and threat that if we did not pay it it would be passed to a debt collection agency - WHEN THEY OWE US MONEY. Two days later they took the £1,484.74 for insurance we did not agree to and for a car we have not got. My partner has asthma and is not supposed to get stressed. It is impossible with this wretched , wretched , wretched company. I have troied to keep. my patience but I am thinking of going to Be
xhill in person to get this sorted out. What a joke.”
We are very sorry to hear that you have not received the level of service we aim to provide to all of our customers. In order to discuss this issue with our Claims team further, please call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. Alternatively, we do also have a webchat facility which you can find at https://www.hastingsdirect.com/help/, and we will be happy to help you resolve this. Thanks ~ Cat
“So disappointed this company would charge me on dates i did not need. My policy expired but didn't cancel this as i thought would just cancel automatically. I found a cheaper quote. i was charged for another 2 weeks although i didn't need this. apparently on the 'little print'. I should have been notified. would never use this company ever again and would not recommended.
Mary Jane”
We’re sorry that you’re unhappy with the automatic renewal of your policy, and that you were charged a fee. The non-refundable arrangement fee is £20.00, and charging this contributes to various business costs such as customer service, maintaining systems, updating databases and sending documents. All our fees are stated prior to purchase and are in our terms and conditions, as well as all renewal reminders that are sent via email and/or post, but I do apologise if you weren't aware of this. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. Thanks ~ Cat
“Got my car insurance cancelled because I was on holiday and was not able to install the black box in time. Not good company at all. Tried to explain my situation when I got back from holiday, but they did not listen to me. Will never again use Hastings Direct.”
We are sorry to hear you are unhappy with your YouDrive policy. We do state the terms and conditions of our policies prior to purchase, and this included setting up the tab before the date specified on the documents. If you would like to go through other options, please contact us on 0333 999 8911 and we will be happy to help. Thanks ~ Cat
“Hastings Direct are absolutely brilliant..at getting you signed onto their policy.....the problems start if you have to make a claim..then you are going to enter a world of hurt.
- Accident in May 22, not at fault
- 3rd party claimed i was at fault due to the junction
- Provided images to hastings showing New junction layout as proof of non fault
- 4 months of chasing Hastings to get car fixed. Basically found out they never sent on images to 3rd party insurance
- Finally get repair via enterprise, only for enterprise not to contact me. More endless chasing to get through to enterprise
- Find out no one can give me a time to get car booked in for repair
- Off my own back find an authorised repair. Hastings then inform me its not on their repair list
- Eventually get repair booked in, now 6 months post accident. hastings inform me no word from 3rd party, so they will send repair bill
- fast forward 11 months later, new insurance company tells me my data is wrong and i am at fault for accident almost 18 months prior
- Phone up hastings, no idea whats going on. Eventually they tell me they agreed 50/50 settlement but never told me, meaning insurance for over 12 month has had wrong data
- Hastings customer complaints uphold complaint, offer 180 quid. Will not contest the 50/50 - they say due to lack of evidence, reality is a 50/50 deal means reduced repair costs for them compared to contesting 3rd party insurance
- Result is my premiums now through the roof.
I estimate I have probably wasted 2 days of my life either waiting on hold or talking to bots between hastings and enterprise. They are utterly useless and have no interest in fighting your case. the only way of getting a slam dunk case in your favour is to ensure you have front and rear dash cams as proof.
Avoid this shower of sh#te”
We are sorry to hear about your experience, and that you’re unhappy with the outcome of your complaint. We look at a variety of factors before making a final decision, and I’m sorry that in this instance it wasn’t the outcome you were looking for. Your outcome letter should provide all options in regards to what can be done if you are still unhappy, but if you still have queries or would like to add anything to your complaint, you can contact our Complaints team on 0333 999 8904 and they will be happy to investigate this further for you. Thanks ~ Cat
“Scam company. The black box recorder. You'll get message within 1 months that they are cancelling policy even though good driving. There excuse was the sudden break. I can't recall any. They keep your money and not refund it. They said you get refund within 3 to 4 days, no refund, I'm waiting since 17th August. I'm writing this 1st Sept. They leave you uninsured. This sort policy should not be allowed. They quote no cancellation fee when they cancel but charge other fee amounting to £50. Policy cost £650 for a year, they said I'd get back £519. For policy dated 31st July to 31st August.”
We're sorry you have not yet received your refund. I can confirm it shouldn't take that long, so please call us on 0333 321 9801 so we can check all details and ensure your refund is with you as quickly as possible. Thanks ~ Cat
Hi Robert,
Thanks for your 5 star review!
We're so pleased that you found the service fast and efficient with a good price.
We appreciate you taking the time to share your feedback with us. ~Carly
“Absolutely shocking was on the phone near 2 hours they can’t even cancel a car insurance policy properly also got charged twice. Will never be using Hastings again.”
Hello, we're sorry to hear this. If you still require assistance, you can reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help you there. ~ Jodie
“Totally miffed off Hastings Direct increased my Car Insurance by 50% This Year from £450 to £650 nothing has changed contacted AA Insurance and a little from last Year £441 the reason I contacted AA I was left sitting awaiting a Customer Service Advisor for 40 minutes to no avail re: Hastings Direct!
Very poor service for a customer that had been for many a Year!”
Hello, I'm sorry to see that the renewal wasn't competitive on this occasion and that you struggled to reach the call centre and get the help you needed. I hope that you have since been able to find competitive cover for your vehicle. ~Theo
Hi Barry,
Thanks for your 5 star review!
We're so pleased that you really enjoy our service and feel that we're the best.
Thanks for taking the time to send us your review. ~Carly
“I'm trying to discuss my car insurance renewal as it's gone up £200 in one year for a 50+ driver who has never had an accident. I want to make some changes to see if they can be more competitive, but have now been waiting 30 mins for the call to be picked up. It seems easier to just go with another company.”
Hello, I'm sorry to see that you struggled to reach the call centre quickly and get the help that you needed. I hope that you have since been able to reach them. If not, please contact the team on 01424 735735. That can be a quicker line to reach the call centre on. ~Theo
“If I have my policy cancelled, why they charge me with all the stupid things?
On the contract says £45 cancellations. They want to pay £350 for what ?
Why they don call me to have a chat with me?
I’m waiting for the call they have all my contact details.
I’m waiting your call.
Florin Orjan”
Hello, I'm sorry for any confusion caused. While the cancellation fee to end the policy is £45, the cost to cancel can be more or less than that figure depending on fees, time on cover or missed payments. You can contact the Customer Service Department on 0333 321 9801. You can also speak to us via Twitter @HastingsDirect or on Facebook. ~Theo
“Do not use this company. Their fully comprehensive insurance does not even cover a windscreen chip. If I could give no stars I would. My van renewal has drastically increased from last year. I was told it was because I had made a non fault claim. The only claim I had was for a windscreen chip repair. This has always been done as standard by every other company I have used, but it seems Hastings direct list it as a claim. This will now affect every other policy I hold for the next 5 years.”
Hello, looking at the policy windscreen cover is included. It may be best to contact the Claims Department to enquire why on this occasion it doesn't apply if this has been the report you've been given. You can reach them on 0333 321 9800 or on 01424 735735 to discuss this. ~Theo
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
Hello Christine, looking at the policy the delivery method for your documents were sent to email. As a result, they would be sent to your online account via email not in the post. If you would like them to be sent in the post, please contact us via Twitter @HastingsDirect or Facebook and we'll put this in place for you. ~Theo
“Expensive My insurance went up to almost 400 pounds a month for my second year, with no claims, points or accidents.. 400 pounds a month for a little ford fiesta 1.4”
Hello, I'm very sorry to see that the renewal wasn't competitive on this occasion. Please remember you can contact the Retention Department on 0333 999 8911 to discuss the price of your cover. I hope you have since been able to find suitable cover for your vehicle. ~Theo
Hello Robert. Thank you for leaving a 4 star review. If you are unhappy with our YouDrive policy, we do state the terms and conditions of our polices, prior to purchase online. If you are unhappy with your policy and would like to go through other options, please contact us on 0333 999 8911 and we will be happy to help. Thanks ~Jodie
Hello Shahzad, 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, thank you for choosing to insure with us this year. We hope you have the best possible year with us. Please let us know if you need any help with your policy going forward. You can email us at customersupport@hastingsdirect.com. ~Theo
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
