Hello, I am really sorry to hear this. So that we can assist, we need to speak with you to learn more about your issue. Please call us on 0333 321 9801 or you can find other ways to contact us at www.hastingsdirect.com/help.- Thanks Aadam
“After having a very "Senior" moment, i found I had accidentally set up Car Insurance with 2 companies. I contacted Hastings to enquire about any cancellation fee via LIve Chat. I was very lucky to have Afomachukwu Okwukaogu on the other end of the chat who was extremely friendly, helpful and efficient in helping me cancel the policy with no cancellation fee, and even a refund for the 2 months that I had been paying. (I did not expect that)!
I will certainly think of Hastings Direct when re-newing because of the price and particularly Afomachukwu Okwukaogu's great customer service. Thank you.”
Hi Matt,
Thanks for your 5-star review!
We're so pleased that Afoma delivered exceptional customer service, its amazing to hear. I've passed on your lovely feedback to Afoma and her manager so she can be recognised for her service to you.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
“Unexpected Auto-Renewal and Customer Service Challenges at Hastings Direct
Last year, I took out an insurance policy with Hastings Direct, expecting a straightforward experience. Unfortunately, my journey with them was fraught with unexpected challenges that have led me to decide never to use their services again.
The first issue arose at the time of policy renewal. Despite not opting for auto-renewal, I was surprised to find that my policy was automatically renewed. To add to the frustration, the renewal came with an almost 70% increase in the premium, a steep and unanticipated hike that was both shocking and financially burdensome.
When I contacted Hastings Direct to address this issue and cancel the renewal, the experience took a turn for the worse. The customer service team’s response was less than satisfactory – I found them to be somewhat dodgy and unhelpful. A simple request for my no claim bonus letter turned into a drawn-out and unnecessarily complicated process, which only added to the stress of the situation.
Overall, my experience with Hastings Direct was far from positive. The lack of transparency with the auto-renewal process and the poor customer service response have left a lasting negative impression. I strongly advise potential customers to consider these factors before choosing Hastings Direct for their insurance needs.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy that your policy has automatically renewed. The law says any car on the road must be insured. To be certain our customers stay insured on their renewal date, we automatically renew their policies – that’s unless customers tell us not to renew. You can read about automatic renewal in your terms and conditions – you’ll also find it mentioned in your renewal documents, along with the steps you can take to stop automatically renewing. If you’d like to talk about this, please call our Renewals team on 0333 321 9790.
In regards to the No Claims Discount confirmation letter, this is issued automatically as part of the cancellation of the renewal and is available on your MyAccount to download within 24 hours, although I apologise for any confusion. If you'd like to discuss this in more detail, please call us on 0333 321 9801. 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 ~ Cat, Customer Care
“It fact that Hastings direct has proven to be very bad with communications and solving a problem, even when the evidence is staring them in the face they will avoid any refund and tell you they did not receive any emails or phone calls. Avoid like the plague they are a scam who are full of B/S from the start. If you have any sense DON'T GO WITH THEM, this company are a scam.”
Hello Roy. Thanks for letting us know about this and we’re sorry you feel this way. We always aim to deliver the highest level of service to all our customers. So we’d like to look into this and check to see whether or not we’ve done things correctly. Please could you either call us on 0333 321 9801 to speak to us directly about this, or visit www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“I renewed my policy with Hastings Direct back in April when they sent me the renewal notice I could have purchased it cheaper with other insurers but as I have been with Hastings Direct for over 10 years I decided to stay with them. I had a minor accident on the 4th May and Hastings Direct had the car repaired and I paid the £95 access the repair company said the repair was approximately £300. On the 28th November 7 months later I get an email to say I owe Hastings Direct £151 and when I check into this I’m told that my policy renewed on the 10th May and because I had the accident on the 4th it was on my old policy and they did not include this accident in the new policy price. So why didn’t they tell me back in April so I could cancel the new policy and choose another company or not claim for my accident. I have protected no claims with Hastings Direct but it doesn’t protect the price you pay if you have an accident. And to come back to you 7 months after the event smacks of sharp practice so I will not be renewing with Hastings Direct next year or any other year!!!”
Hello Stephen, thank you for taking the time to share this and I'm sorry to read about the increase in price following the addition of the claim. If you would wish to raise a complaint about this, please visit 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, however the vast majority are resolved in half that time. You’ll find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“Becareful ! (from my real experience)
Like some people made complaints here. I am a new victom suffer from policy cancelled from this company with a ridiculous explanation. They just keep denying their faults. I got 2 car policys in this company. 1 of these policy have many error information that charged me for those correction and requested me to pay extra 400 more for a non fault claim history. However, the 2nd policy doesn't these problem at all. I refused to pay the extra and sent them the claim document which stated clearly my previous claim is a non fault claim. One of the CS told me a few days before that they would update the information accordingly after they receive the document. However, they did receive my email but no update at all and then cancelled my policy because I didn't pay the extra premium. I kept all email copies and their promise on phone. I would make complaint through all available channels. We should fight for our consumer rights especially I got enough information on hand.”
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 999 8904. 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 ~ Cat, Customer Care
“so someone drives into my car and damges it.
hastigns tell me i have to pay for the repair even though the other dirver caused it. then after I've paid they say they will TRY to get the money back from the other driver but they can't be sure they can get it so i might end up paying money i simply can't afford.
because they can't be bothered to check the other drtiver will pay before i comit to getting the repairs done.
WHAT A JOKE.
I'm skint so someone driveing a BMW can drive into me and get away with it because he's got enough money to ignore the request for admitting liability.
Messed up System”
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 was involved in a straightforward no fault accident in September 2023, a 3rd party claim was agreed and my car declared a total loss after almost 3 weeks. Hastings Direct service is absolutely appalling they sent letters to my house addressed to their policy holder with my car registration. I my case was then apparently (according to their CS advisor) sent to a private investigator, there was no injury on either party. 2 months after the accident I haven’t even got a settlement figure at this point and don’t hold out much hope for a speedy resolution. I would never myself, or recommend anyone take out insurance with Hastings Direct.”
Hello James. 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’ve been with Hastings a few years now and forgot to shop around for a new quote before my renewal.
They automatically renewed ~£200 more than the previous year and only brought it down £50-100 when challenged, so I’m still out of pocket compared to last year.
We shouldn’t have to trawl around for new deals each year to avoid getting our premiums inflated is we forget.”
Hello Scott. 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 ~ Cat, Customer Care
“Setting up with them was epic! Don’t try the car tracker gadget to get cheaper premium, then f you value your time, it’ll cost you more in setting it up.”
Hello Chris. Thanks for letting us know about this and we’re sorry you’re unhappy with our YouDrive policy. We make sure our terms and conditions are clearly stated before you buy our policy. If you’d like to know about the other insurance options we could offer you, please call us on 0333 999 8911. Thanks again ~ Cat, Customer Care
“Contacted Hastings regarding my renewal to take off the cover I do not need, a very unhelpful lady went through my policy and refused to quote and said. without any explanation they would not renew my policy from the expiry date, I have now insured with another more efficient company and cheaper, I have now received a email from hastings saying that my policy will be automatically renewed for next year, see what I mean about being inefficient? sort it and confirm you will not be renewing my policy.”
Hello Robert. 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 9790 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
Hi there,
Thanks for your 5-star review!
I'm glad that we were able to offer you a competitive price and thank you for choosing to insure with Hastings Direct this year.
Thanks for taking the time to send us your review. ~ Tamera Dambrauskas, Customer Care.
“Paul from Renewals Department was extremely helpful over the phone and was happy to help me find the right renewal for me and my budget. Definitely a friendly and welcoming phone call!”
Hi Shannen,
Thanks for your 5-star review!
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 from Paul. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. ~ Tamera Dambrauskas, Customer Care.
“I have been trying to get my no claim discount letter for last months. I have called to Hasting direct many times and I have been advised that you will receive the letter by email within 24 hours and it has been six months now and I still have not got any letter from them.”
Hello. Thanks for letting us know about this and we’re sorry you’re having issues trying to get your documents. We can help you access them if you call us on 0333 321 9801. For other ways to get in touch, please visit www.hastingsdirect.com/help. Thanks again ~ Cat, Customer Care
“Rang insurance to inform having one bedroom extension on side of house, can stay in property whilst being built. Hastings are cancelling my insurance as won't cover building work. It's a small extension not a major project. I paid £330 for year in April , said won't charged me cancellation fee and refunding me a whopping £8.80. Cancellation fee lol I'm not the one cancelling they are. If I paid monthly they would lose out as I would just cancel direct debit. So treated unfairly by paying up front. According to the rep they would take you to court if you cancelled the direct debit.Who believes that?
The when extension is built I can get a quote for house insurance so they will cover me when it's built. The builder has all his own insurance etc. Hastings are a joke will never use them again for car or house . So by insulting me with a ridiculous refund they will lose the chance of my money ever again.Good business practice 🤔. The cost of the 4 months remaining is approx £ 120 and I'm getting £8.60 . Obviously I'm putting in an official complaint”
Hello Heather. 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 999 8904. 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 ~ Cat, Customer Care
“After 2 years the insurance company canceld my insurance. After I wanted to remove some additional points from my insurance, such as key protection, in order to reduce costs, I received a cancellation the following week with the reason that there is too high a risk of theft in my area. I live in one of the most expensive areas in England. An absolute cheek and a lying company. They canceld my policy because of the low monthly costs. Absolut rude!”
Hello Marco. Thanks for letting us know about this and we’re sorry you’re unhappy about your cancelled policy. We always let our customers know in advance why we need to cancel a policy and the date we’ll cancel it from if the situation doesn’t change. We do apologise if you didn’t get an email or letter that told you about this. Please let us know if you’d like us to investigate what happened. 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
“I was a ‘valuable’ customer for 4 years, then I changed my car a few months ago and now they won’t renew my car insurance.
I called up and got quoted with a £1000 deposit then £260+ a month after that. I am utterly disgusted that they treat customers this way especially someone who’s paid EXTRA to renew yearly.
I’m now trying to find insurance in a short amount of time and I’m not happy at all. Getting quoted black box prices, I’ve never had a black box, I am 26 years old. Never had an accident, never had a claim and this is how I get treated.”
Hello Tay. Thanks for letting us know about this and we’re sorry you’re unhappy we can’t offer you cover. To work out the price of our policies, we consider your vehicle, address, drivers and personal details. In this case, it seems we can’t offer cover based on a combination of the above, and I’m sorry this is the case. If you need to discuss anything else or have any further queries, please call us on 0333 321 9790. Thanks again ~ Cat, Customer Care
“DO NOT USE!
Was useless while I was with them. Phoned up after having my window smashed into while on holiday and they wanted to leave me on my own with no window for 4 days! Then cancelled my insurance with them after getting a new car and them giving me a ridiculous quote to change insurance over to new car. Paid the cancellation fee over the phone of over £100 but still telling me I owe them that money so phone them to tell them I paid it and get told their system refunded it but in 2 parts that was not even parts so dont get how this can happen? So told me I still owe money evdn though its a fault their end and got hung up on. Also had an email saying its been passed on to a dept collector even though I thought it was paid off.”
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
Hello Susan. 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 ~ Cat, Customer Care
