“Took our money then demanded proof of drivers licenses, no claims etc. this went on as our ‘evidence’ wasn’t good enough. Wouldn’t confirm that we were insured until the images were to their liking.
Tried to add a temporary driver for one week and got told they couldn’t do it and wouldn’t tell us why.
Won’t be insuring with them again upon renewal.”
Hello, I can appreciate the frustration that can be caused by the validations process. I'm sorry that you had such a poor experience during these checks. 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 need the information to make sure an insurance policy is valid, fit for purpose and that there is no chance that you are not covered in the case of an accident or claim. This check can be done at any point in the policy.
If you believe that this was incorrectly handled and if you wish to raise a complaint concerning this, 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. ~Theo. Customer Care
“I spent an hour filling in website forms to compare to my current quotation for multi level cover. I then had a message telling me I couldn't be provided with a quote on line so to call a number. After 15 minutes on hold I was told I had to be transferred to another department, another 20 minutes later on hold I was told one of my cars wouldn't be accepted - I have no idea why, 13 years no claims, other quotations provided and no motoring convictions. That is about 1 hour and 40 minutes of my life I am not getting back!”
Hello, I can appreciate the frustration this would have caused, especially to feel that the time spent trying to get a quote was wasted. I'm sorry that we were unable to offer you cover this year and I hope that you were able to find suitable cover for your vehicle in the end. ~Theo, Customer Care
“In essence there was a communications breakdown - Hastings have auto renewed even though we have another policy in place. Having realised that Hastings have now taken our monies contact was made to get a refund. They won't refund all of keeping £20 as auto renewal fee..... really ??? I don't automatically agree to the auto renewal for that very reason - yet because we haven't spoken to them direct - they have taken it anyway. no goodwill whats so ever .......”
Hello Nick, I can appreciate the frustration that this can cause. 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 unless we're informed not to do so.
You can read about automatic renewal in your terms and conditions, as well as find this in the very first document that is sent to you during the policy’s cooling off period. This document will inform you how to remove the auto-renewal and this can be done by the customer online at any point during the first eleven months of the policy. This means you wouldn’t need to call in the final month to arrange this.
If you would like to discuss this or need any help with your policy, please contact us at customersupport@hastingsdirect.com so we can help you. ~Theo, Customer Care
Hello, I am sorry to hear that you are not happy about the renewal pricing. If you call our renewals team on 0333 321 9790, they can look into the pricing for you, and if you have a price elsewhere, you can let them know, and we shall do the best that we can. ~ Nicole, Customer Care
“I had a renewal notice. I phoned because it had gone up by 28%. Customer service checking if they can do anything. Went through property details. Asked how many rooms, I queried what do they count,
' It's anything with a door'
So my empty porch, my spare toilet, my conservatory and my hall they all have doors?
'We don't count the toilet if it's just a toilet'
So are you you counting the empty porch, and the hall?'
'I don't know, I'm not advisory you have to tell me'.
'Just tell me which rooms you count, it's a lounge diner, 2 beds I bath, a spare toilet and a conservatory.'
'Do you accomodate anybody in the conservatory?'
'Eh? It's a conservatory, you know, a sun room. You sit in it.'
'I can't tell you what we count, you have to tell us how many rooms'.
'It's a two bed bungalow with a lounge diner, a spare toilet and a conservatory - you are the insurer, you tell me what you count.'
And round and round we go.
Forget it, you are setting me up to have problems before we start.
I ring complaints dept - all she will do is put me back to customer service to get another agent. No thanks.
More than 9 years with no claims, always buy the most inclusions I can get, you do not deserve my business if you cannot answer a simple question relating to my given and legally binding information.”
Hello, I am sorry to hear this has happened to you. We count every room in a house, including bathrooms and conservatory's, we just do not add a toilet only as a bathroom on the room count. You can look at raising a complaint in regards to this if you wish, and it will be investigated for you. You do not have to ring to log a complaint, you can do this on our website using a form, or contact is through Facebook or X (formally Twitter). Nicole, Customer Care.
“i recently took out car insurance with Hastings which was due to start on 4th June
i tried to add on no claims protection which is normally around £40 but was told i had to cancel policy and take out a new one which the wanted to charge me an additional £276 for how can they justify this , i have cancelled the policy”
Hello Mr J Jamieson, I am sorry to hear that you were not happy with our process for protecting the no claims. We are a broker team, and have to work off the insurers instructions, and in regards to no claims, we cannot protect them is a policy is live or pending start, it has to be done at the quote stage. Nicole, Customer Care.
“Cheapest out of all other insurance quotes, making Hastings Direct car insurance the most competitive.
This is the second year I have been Insured with them .”
“The absolute worst insurance company. If I could give -10 stars I would.
I’ve been with Hastings since 2019 and I’m outraged by their complete incompetence.
I called them up to make a very standard adjustment of changing my car and adding a driver (one with over 10 years experience and never had any claims or convictions) not only did I have to spell this drivers name and license number 7 times (very simple easy to spell name) but then told ‘the quotes been declined we can’t add the driver’ when I asked why I was then told ‘we cannot disclose this information’
When I asked to speak to a manager I was then told ‘they’re only going to say what I’ve said’ absolute number one rule of customer service is you never argue with a customer who has asked to escalate something.
Finally get through to a manager and granted not much help, said computer says no basically!! So I’m forced too cancel the policy but am made to pay a cancellation fee for something that’s completely out of my hands!!! Disgusting to be told there is no movement on this fee- complete rubbish. I’ve worked in the insurance industry for 10 years I know there’s movement for certain circumstances.
Anyway, after I cancelled I went on compare the market to get a new quote and guess what!!!!! A quote appeared from Hastings direct, so clearly i was right and someone had put in the wrong information and I’ve lost a years no claims bonus, a cancellation fee of £37 and a deposit for a new policy with someone else for £60 for absolutely no reason whatsoever
I will be putting a formal complaint through to this company for the money I’ve lost from their mistake.
I will never go back to Hastings and will be telling everyone to avoid them.”
Hello , I'm very sorry to read about the poor experience and to see that you didn't get the level of customer service you deserved. I appreciate that you will be raising a complaint concerning this. If you haven't already done so, you can by visiting www.hastingsdirect.com/about-us/customer-complaints or calling 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. Customer Care
Hello, I can appreciate the frustration this can cause and I'm sorry that the terms and conditions of the underwriter aren't able to cover your requested modification. If this is something that you would like to add to the vehicle and need to cancel the policy as a result, please let us know. You can continue to speak to us on X (formerly Twitter) @HastingsDirect or on Facebook. ~Theo, Customer Care
“I took a policy and cancelled within 14 days of the policy, when discussed by phone with customer service, was advised, that no cancelation fees, and will be refunded (£54.00) from total paid of £100.00 for the 2 weeks period, the refund was (£14.18)
send several messages to customer service to give breakdown of their charges, no reply!! send complain, still no reply.”
Hello, I'm very sorry to read about the experience you've had. A breakdown of the cancellation would have been emailed to your online account, however if this hasn't arrived, you can request a copy by emailing customersupport@hastingsdirect.com. If you have already sent an email, please expect a response in 3 working days. I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“Went through all the time taking rigmarole of drivers numbers etc, only to be told that we can't provide a quote at this time. What a total waste of time and next time I won't bother. Service isn't good.”
Hello, I'm very sorry if we were unable to provide cover for you on this occasion. When we work out the price of our policies or if cover can be provided, we consider various things, including your vehicle, address, drivers and personal details. On this occasion, it seems we can’t offer cover based on a combination of the above. I can appreciate the frustration this can cause and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“First of all I have reapetedly asked for my email to be changed so I can read my new policy. You HAVE NOT DONE THIS. HOW DAM DIFFICULT IS IT FOR AN EMAIL ADDRESS TO BE CHANGED? I HAVE RECIEVED NO NOTICE OF PAYMENT AND EACH TIME I TRY TO LOG ON TO READ THE POLICY - YOU DO NOT RECOGNISE ME!!! YOU TOOK MY MONEY......SO SOMEWHERE OUT THERE IS MY POLICY”
Hello Dione, I'm very sorry to see that you struggled to have your email address changed and I hope that you've since been able to arrange this. If you still need help with this change, please email us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“Disappointing call line. Tried to contact home insurance for a quote on 3 different occasions and hung up after waiting for over 20 minutes on each occasion for someone to pick up the call!!!! Gave up in the end and will look elsewhere.”
“300-12-025659
So a Hastings policy holder writes my car off...
My vehicle is a personal lease where the registered owner is the finance company and the keeper is me
My finance company wanted £21k to settle and the market value of the Vehicle is £25k
I've made 19 payments of £334 plus a £3k deposit for the vehicle in question and Hastings have stated that because I'm not the keeper I am not owed the £4k difference meaning I have lost the £3k deposit paid plus the deposit I've had to pay on a new vehicle of the same value after the HASTINGS policy holder wrote mine off!!
What kind of insurance company is this? A cowboy one it seems
Do the right thing Hastings or I'll see you in court!”
“I have had my car converted to LPG and duly told Hastings Direct as this is a change to my policy, sadly I was dealt with by someone who knew nothing about LPG and so she cancelled my policy, I have now insured myself with a company who have a system which understands cars!”
Hello Robert, I'm very sorry to read about the poor experience you've had and to see that we were unable to provide cover for this change. I appreciate the frustration this has caused you. I'm glad you were able to find suitable cover for your vehicle and thank you for having been insured with Hastings Direct. ~Theo, Customer Care
“Very poor experience today with extremely rude staff who kept taking over me while I was trying to ask open questions about why it had taken them 6 months to check a detail on my policy then come back with additional costs basically holding me to ransom as a customer (wow not in a good way!!!) I was shocked at the level of complacency and lack of care when all I wanted was a clear explanation, I was basically told if you don’t like it make a complaint (which you then have to register with the same employee you had poor service from) seeming like a great way to cover up poor communication and poor service closing ranks! I intend to formally write to the CEO and insurance ombudsman.”
Hello Edward, I can appreciate the frustration that can be caused by the validations process. I'm sorry that you had such a poor experience during these checks and that the advisor didn't provide you with the customer service you deserved.
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 need the information to make sure an insurance policy is valid, fit for purpose and that there is no chance that you are not covered in the case of an accident or claim. This check can be done at any point in the policy.
If you believe that this was incorrectly handled and if you wish to raise a complaint concerning this, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. This can be done as an alternative to doing so with the advisor. When we’ve logged your complaint, we’ll get back to you within five working days. You’ll find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“ha, what a joke,"IN YOUR REVIEW ,PLSE TELL US HOW HAPPY YOU ARE". Ok,ive been with you clowns for a number of years ,suddenly i'm being told ,we can't renew your policy because of your postcode area ?? HAS ANYONE ELSE EXPERIENCED THIS ??”
Hello, I'm very sorry that we were unable to offer you cover this year and I can appreciate the frustration this would have caused you.
To work out the price of our policies or if cover can be offered, Our underwriters consider your vehicle, address, drivers and personal details. On this occasion and maybe because if a change in the acceptance criteria, it seems we can’t offer cover based on a combination of the above.
Once more, I’m sorry this is the case and I hope that you have since been able to find suitable cover for your vehicle. ~Theo. Customer Care
“What a disgusting company you are, stoping my lads insurance just like that, only had 2 months to go for his second years no claims, lost that, tried to speak to someone, no joy, I would stay well clear of this company, 0 out of 10.”
Hello Steve, I'm sorry to read about this and to see that your son's policy has been cancelled. I hope it has been disclosed why the policy has been cancelled. If this has not been explained or if he needs to discuss this with us further, he can email us at customersupport@hastingsdirect.com and we'll do all we can to help. I hope that he can find suitable cover for his vehicle soon. ~Theo, Customer Care
“Terrible insurance company, I recently took a policy with Hastings this month. The policy included their driving tab (black box) which I agreed to when taking the policy out. I hadn’t received the box so called to query this and was told to wait 7-10 working days for the box to arrive and if no sign to call back for a new one to be sent. 7-10 working days from the 9th of May 2024 brings you to 23rd of May 2024 yet I received an email this morning to advise that my policy had been cancelled and that I’m due to pay £825 cancellation fee on the 29th of this month!!!! I called to query this and the gentleman on the customer service line was helpful in contacting the relevant department to query the matter and try and resolve but was told as they had sent emails which went to my junk folder asking me to get in touch (funny how these went to my junk yet the cancellation email didn’t) that they won’t reinstate my policy. I was miles away from my son working and had no insurance!!! I had to take a new quote out today which cost me and arm and a leg and they are expecting £825 of me this month! Not only did they say due to the emails being sent that they couldn’t reinstate the policy, they said the app had the email documents so I should have checked and read these there even though the app has no notification to advise you had documents awaiting review. Complaint raised as seriously unhappy and will be going to FOS if cancellation fee isn’t waived and compensation paid for conflicting information provided.”
Hello, I'm very sorry to read about the poor experience you've had and to see that the policy has been cancelled. I can appreciate the inconvenience and frustration this would have caused. You would need to raise a formal complaint internally before referring to the ombudsman. If you haven't already done so, please 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. Customer Care
