Hi James,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media team
Hi Scott,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media team
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media team
Hi Saravanan,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media team
“So i got into an accident (wheel arch and bumper passenger side damage), they put me through to a garage to fix my car which they did. After a couple days, my bumper showed a gap between the headlight and bumper and i can clearly see the bumper clips not attached so i contact hastings and them and the garage decide its due to “pre existing damage” now my car had previous damage but the damage is literally on the other side of the car! (Driver side).
A few days go by my bumper starts to fully stick out from the side, and i found bolts in the footwell in the car and i saw where they should go and its empty so its not like they replaced the bolts for new ones they just didn’t put them back, and my car starts to pull to the left when driving because they changed one of my tires without changing the other one or even balancing them.
I immediately contact hastings again and they kept “writing notes on file” and that a case handler will get in touch by the end of the week, friday comes along and i hear from no one so i call again and i had to explain everything from scratch because when they read the notes back to me none of it was accurate, and the person said the case handler will be assigned by the end of next week and i should call if i dont get one because i should definitely be assigned one.
Of course no case handler assigned until after that week, now this person “Tommaso” rung me but he intentionally hung up, i picked up my phone to answer 2 seconds after it started ringing and he hung up and followed with an email introducing himself and saying “i have it here saying that your repairs were incomplete”. Interesting way to phrase poor repairs….
Of course i called back immediately after he hung up on me and asked to speak to him but they said “hes on a call” so i ask for him to call back. 2 days later, nothing from him so i call again and they tell me “hes on a call” so i ask for him to call again but he doesn’t call. So i called again after 2 days and they told me that he is off work.
Immediately after the second attempt where i mentioned that i will be going to the financial ombudsman the garage called me to say “bring your car for inspection”. Bear in mind i have a case handler who is refusing to speak to me and a garage that i do not trust and caused me distress so i refused to bring it to them before speaking to mr Tommaso who isnt calling me as my CASE HANDLER.
These people constantly tell me they are writing notes, missing key details of my case, and not acting on any of my concerns, before even letting the repairs happen i brought up that the garage has bad reviews and i dont trust them and they never listened to me, and i also requested they physically inspect my car multiple times before they repair it but they just did it based on pictures.
Absolutely zero customer service or car, i have a big ACCA paper to study for while juggling work commitments so i am incredibly stressed and hastings has only made it worse for me.
I hope my experience helps others, a key part of insurance companies is the people who speak to customers because your whole case might go the complete opposite of what it should be if they do it wrong and this is what is happening with me because of their poor customer service.”
Hi Mohammad,
Thanks for your review, we’re sorry you weren’t happy with our service on this occasion and to see that you have had such a poor experience during your claim.
Providing our customers with the best possible experience is always our top priority especially when it comes to making a claim, so we really regret that you haven't received this.
You would need to raise a complaint internally before referring to the Financial Ombudsman. If you haven't already done so, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo, Social Media Team
“Terrible telematics box tells the app I'm using my phone 5 times during a ten mile trip, when I will not even touch my phone whilst driving. Reduced my score from 100 to 25.ill carry on using it for the next week, if it does it again I'll be cancelling and go with someone else. Also the app is power intensive and needs access to all kinds of permissions on the phone such as your pictures and memory card etc. Why oh why does it need these permissions, is it to make out you are taking photos whilst driving. It has also not recorded several trips now. What is the point😡😡😡”
Hello Ian,
Thank you for your review, I'm sorry to read about this. Just a reminder that using Bluetooth controls to control the phone while driving can negatively impact the driving score. Also please do not give the paired phone to passengers as the app doesn't recognise different users, it just tracks movement.
The app is designed to use as little power and data as possible. So it shouldn’t make a big impact on your battery’s life. If you believe the app is having a big impact on your battery, please call our YouDrive team on 0333 321 9801. ~Theo, Social Media Team
Hi Emily,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Martyn,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Danny,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
“Hello my name is Serkan Tuncel I been with Hastings direct more than 7 years. Recently I had incident wasn’t my fault and they wrote off my car. And they valued my car only £1100 for Nissan micra. Mine was worth 2k recently changed clutch fuel sensonr long mot and serviced. My car was cat N before they put £700 down from car because of the cat n before. I know insurance do for cat S but not for cat N. They just send me second offer was same I didn’t accept it. Let’s see what happens I won’t accept that offer. Cause I can’t not find car for £1100 same as mine.”
Hello Serkan
We’re sorry you’re unhappy with the value we offered for your vehicle. We use industry approved guides (such as Autotrader) to value vehicles based on market information.
This looks at specific make, model and mileage and assumes the vehicle is in good condition and has a full service history. We then use these details to complete our assessment and provide you with a fair and accurate overall valuation.
If you’d like to discuss this further, please give our Claims Team a call on 0333 321 9800 or send us an email at motorclaims@hastingsdirect.com. ~Theo, Social Media Team
Hello,
Thanks for your feedback, I'm sorry to see that you had such a poor experience.
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 take a look at this for you. ~Theo, Social Media Team
Hello Alistair, 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. ~Theo, Social Media Team
“I am not at all happy
I purchased 28th July / the policy commences in 24th August.
As soon as a purchased the policy I realised the address was wrong (my details stored in confused.com) I sincerely thought I had updated my address .I immediately tried to call to try and rectify this but I couldn’t get through / I then sent messages via the app with my new address . I felt I should not have to pay having tried to rectify the problem immediately. I managed to get through 15. 8.25 and I had to to change my address cost £68 which I feel totally unfair. The agent then said it might be cheaper to cancel and get a new policy - which I did I lost £73 changing over the policy and still had to pay a further £60 for the new policy which had not even started yet !! Totally unacceptable and unfair”
Hello,
We’re sorry that you struggled to reach us and that you’re unhappy with the price we offered. Your insurance policy and price are based on both your individual details and the world around you. This means any changes in your personal circumstances will usually mean your price changes as well.
Other outside factors can impact the price of your policy too. For example, the cost of repairs or labour, or theft in your area. There are also broader trends that can influence your price, such as inflation, changes to used car values or energy costs.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. To make sure we're always competitive, we also constantly monitor market trends and regularly adjust our prices.
If you'd like to discuss this in more detail, you can find lots of ways to get in touch at www.hastingsdirect.com/contact-us. Theo, Social Media Team
Hello Kirsty,
Thank you for your review and I hope you have since been able to do this. If not, please give us a call on 0333 321 9801. Our team will do all they can to help you. ~Theo, Social Media
Hello Barry,
We're really pleased to hear this was a straightforward experience and that we could offer you a competitive price. Thank you for taking the time to share your feedback and for choosing to insure with Hastings Direct. ~ Theo, Social Media Team
Hello Hafiz, I’m really pleased to hear that purchasing your policy was simple and that you received the level of service you deserved. We truly appreciate your feedback – thank you for choosing to insure with us this year. ~ Theo, Social Media Team
