“I spoke with a fantastic customer advisor over the phone who helped me to resolve an error I had made when purchasing car insurance. They were extremely professional and polite and helped me to find an even cheaper deal than what I had first purchased. I wish I had found out their name!”
“Renewal quote disappointing so visited a comparison website. Same cover a lot cheaper. Initial phone call to Hastings ti discuss wasn't the best service. Told to take up online policy and call back. Did so and service from Hastings staff member was excellent. An apology was given for previous incorrect advice and price matched. Additional policy cancelled and refund of deposit processed. Five stars for this lady.”
Hi there,
Thanks for your 5 star review!
We're so pleased that the agent on the phone helped you sort our renewal and that you were pleased with the quote in the end. Thank you for choosing to insure with Hastings Direct again this year.
Thanks for taking the time to send us your review. ~ Tamera
“Call handler not able to deal with my request asked for call back from supervisor, who she said was in a meeting but would call later that day. no call back just fobbed off!”
Dear Alastair, I'm very sorry if you didn't receive the level of customer service you deserved and I hope that you have since been able to discuss your policy. If you need any further assistance, you can reach us via email at customersupport@hastingsdirect.com. ~Theo
“Obtained through Gocompare website. Provided some of the cheapest quotes.
Have been with Hastings before and know it's a good company. Although not the very cheapest I decided to go with Hastings because of previous experiences.”
Hi there,
Thanks for your 5 star review!
We're so pleased to hear that you found us through a comparison site, and that you enjoy our company. Thank you for choosing to insure with Hastings Direct this year.
Thanks for taking the time to send us your review. ~ Tamera
Hi Anthony,
Thanks for your 5 star review!
We're so pleased to hear that you've found us so easy to use and got your policy set up quickly. Thanks for choosing us to provide your multi car cover this year.
Thanks for taking the time to send us your review. ~ Tamera
Hi Gerry,
Thanks for your 5 star review!
We're so pleased to hear that you had good communication from us.
We appreciate you taking the time to share your feedback with us. ~Carly
Hi James,
Thanks for your 5 star review!
We're so pleased that you found our service straightforward and that the app is easy to use. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
“Just will not recommend it, I did no liked the way they works just trying make money, From 900 to 1300 after renewal automatically, no accident no convictions no claims... NOTHING”
Hello, I'm very sorry to read that the renewal wasn't competitive on this occasion. You can still discuss the renewal with the Retention Department in the first 14 days. If you haven't already contacted them, you can do so by calling 0333 321 9790. ~Theo
“Presently raised a complaint to Hastings, as an insurer they appear sadly lacking in every department, when you come to claim they simply don’t take the customers needs in to consideration, they are working with third party companies whom they expect you to deal with, they know nothing about ICOB 6 and have no proper complaints procedure, and have breached ICO regulations and staff don’t understand it, they have inexperienced claims advisers and part time workers who don’t understand financial compliance, they thus far are one of worst insurance brokers I have ever had mis fortune to deal with, presently considering FCA and FOS actions. There is no common sense it appears and certainly they put their own agenda central in all their decision making and not customer needs, thus far our dealings have been very very poor. We read about TCf and consumer duty ! This company in our case is failing thus far miserably.”
Hello, I'm very sorry to see that you have had such a poor experience and that the complaint process has not provided you with the outcome you were hoping for. I hope that despite this you will receive a satisfactory resolution to your complaint in the end. If the complaint has already been closed and you are unhappy with the outcome, you would have been advised on how to escalate this further internally. If you need a reminder on how to do so, you can email us at customersupport@hastingsdirect.com. ~Theo
“Took out insurance only to be told week later even though my daughter phoned you to explain the phone sits on the passenger seat and that's why her score was down but got tod to buy a cradle for the phone and read the small print abut the policy would never recommend this company to anyone”
Hello Colin, I'm sorry to read about this. I'm afraid that the phone will need to be in a cradle, especially if the screen in on while the vehicle is in motion. If you do have any further questions. Please let us know so we can direct them to the relevant department or you can call the team on 0333 321 9790. ~Theo
“Firstly Hastings Direct are a broker, I was fooled by the word "Direct" I have complained about this and they say it is made perfectly clear they are a broker. I have looked over the website and I cannot see this obviously stated.
My "Premier" policy landed with Lloyds, you might think you could then breathe a sigh of relief but no you cannot deal with anyone at Lloyds, you have to deal with a company called Davies group who have the worst customer service skills ever.
We had a leak which started in October 2022! It is not July 2023 and still this is not resolved. I have only half a bathroom, holes in my ceiling and walls. I constantly chase and get pushed from pillar to post. I have raised formal complaints about Hastings and Lloyds to which so far I have not had any satisfactory responses. They apparently have 8 weeks to respond. Then I can take it further.
Please please do not take out home insurance with them and risk being in this position - god forbid my house had been burnt down as I have no confidence I would be looked after at all.”
“Dreadful. Cancelled policy and was advised that no further payment would be taken other than the final payment we made over the phone on cancellation.
A few days later we received a refund and then a payment notification for the same amount to be taken by debit card.
This payment has now been taken and an email has now been received to say we may be forwarded to debt collection and place a note on our credit score. This is a debt you created, not us. You need to get your systems in order as this is appalling customer service and we most definitely will not be back.”
Hello, I'm sorry to read about this. If a payment was pending at the point of the cancellation but failed to come through once the cancellation was complete it would still be due. I can appreciate the frustration if this wasn't clearly relayed to you. I'm afraid that the document was sent prior to the payment coming through on the policy, however it may have been delayed in arriving and as a result was seen after the payment was applied to the policy. I can appreciate the confusion this would have caused and I apologise for the delay. Looking at the policy, the ledger is now clear and nothing is owed. ~Theo
“Letter sent to renew car insurance. Unfortunately, Royal Mail delivered the letter later than the date in the letter gave me to renew insurance. I call Hastings immediately to explain and ask to kindly just pay the renewal fee - told it had been cancelled the same morning - I asked if I could please ask for some consideration because genuinely there has been a delay with the letter getting to my door. Told absolutely not, policy cancelled. I had to run an identical quote to be told it had gone up over £130 instantly. No compassion or empathy out of my control - I have always had letters every single year - told to check emails. Genuine unfortunate circumstance with mail, left with no insurance and begging them to just take my money. So upset with how I have been treated.”
Hello Samantha, I'm very sorry to read about the experience you've had. Looking at the policy reference, you provided I can see that a new policy is in place and started last month. I'm glad you were able to find cover for your vehicle following this. Going forward, we also send emails of the renewal quote, please check this as at times the postal service and strikes etc can mean that documents are delayed in coming through to you. ~Theo
Hi Trevor,
We're so pleased that you found us first class to use from start to finish.
We appreciate you taking the time to share your feedback with us. ~Carly
Hi Peter,
We're really pleased that you found us on confused.com and that the policy has covered all of your needs.
We appreciate you taking the time to share your feedback with us. ~Carly
Hi there,
Thanks for your 5 star review!
I'm glad 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
