“I'm going to start by saying that it's shameful for you as a company to do something as wrong as this, my bike was stolen then you'll only pay me 91% and of that amount you'll deduct 550 pounds for the excess, then I tried to change the insurance to another bike and the attendant didn't let me, he made a bunch of excuses and said that I had to cancel and I would pay 140 pounds for it, but wouldn't it be better to just transfer the insurance to another bike and I would continue paying, but from what I understand the objective is not to assist It's about the customer, but about making their money, but that's ok, that's what happens when we take out cheaper insurance and you must also be needing a lot to do all this for 140 pounds, that's a shame, deplorable, for me that 140 pounds It's going to make a difference, but I'm not going to go hungry for it, so don't worry, I'll pay the 140 pounds, as a tip and I know that my family and countless friends are also outraged by the way you're treating this and many are already bidding for change insurance company.
And once again I will repeat what I did to the attendant, at no point did I ask for the insurance to be canceled, I just wanted to transfer the insurance but I was denied, I believe it is easier to do that and earn 140 pounds so that I can then take out another insurance, that is you will earn more.
how disappointed I was with this and felt robbed 2 times.”
Hello, I'm very sorry to read about the poor experience you during your claim and while trying to change the bike on your policy. I can understand why not being able to simply amend the vehicle details would have been frustrating.
If you feel that this was poorly handled and you would like to raise a formal complaint, 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
“I've recently joined Hastings in April after being with Peoples choice for years. I wish I never had, from the start I had countless problems and I've lost track of how many times I've spoken to customer services and been passed from person to person. The only person who spoke to me decently was Alberto, although I still have countless problems he at least tried to help and offered solutions. Orginally all my payments seemed incorrect as the app doesn't correspond to what I actually pay (again been transferred to 3 different people and still not fixed). Then my payments started being split and taken at random times without being told and then what I've actually paid doesn't correspond to what Hastings have. Woke up this morning to find another split payment and concerned again that I have no idea what else is coming out. Even customer services said they were confused at where the payments are coming from. I'm sick of having problems and no solutions because I get absolutely fed up and people not seeing what is actually happening and then just give up. Company is so unorganised and has no idea what is going on, I wish I'd never changed. If I could leave now without having more issues I would 100%. I have no intention of staying at renewal unless something changes, unfortunately I have another 9 months though. 3 months in and I'm so fed up and tired of this company, I'd avoid.”
Hello Jodie, I'm very sorry to see that you've had such a poor and frustrating experience with us. We would like to take a look at the policy and help if we can. If you still need help with this or need to discuss the policy, please send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook.
If you need to raise a formal complaint concerning this, you can do this 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'm glad this was such a straightforward experience and that we could offer you a competitive price. Thank you for taking the time to share this and for choosing to insure with Hastings Direct. ~Theo, Customer Care
Hello, I'm sorry to see that you've had a poor experience with us. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. ~Theo. Customer Care
“After being quoted a highly renewal price, Eno went above and beyond to help me bring my insurance costs down. Brilliant customer service, polite and super helpful. Big bonus is Eno saved me a significant amount on my insurance. Very happy. Eno is a credit to the team!”
Hello, it's good to see that you got the customer service you deserved from the advisor and that we could offer you a competitive price for your renewal. Thank you very much for renewing with Hastings Direct this year and for taking the time to share your positive experience with us. ~Theo, Customer Care
“Absolute rubbish, impossible to contact anyone when they are threatening you because their equipment doesn't work and like all big companies they are incapable of taking accountability when they can bully the little person instead.”
Hello, I'm very sorry to read about the experience you've had and if you've been made to feel bullied by any of the processes we have in place. If you need any help or you would like to discuss your policy, please email us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“Awful! Been with them for years , renewal came up all sorted then they cancelled my policy no reason or could give me one hastle I could do without! Found a better insurance company who you can easily talk to on the phone!”
Hello, I can appreciate the frustration this can cause. At the point of each renewal the acceptance criteria is reviewed and as a result the perceived risk posed by the policy details can change. It may be the case that on this occasion the policy details cannot be covered because of changes to the criteria and the perceived risk being too high. I am very sorry that this is the case and it's food to see that you were able to find suitable cover for your vehicle or home. ~Theo, Customer Care
“Mrs S Rimell. You took my car cover insurance policy without my knowledge or agreeing. On looking this was also done last year. I spoke to a couple of your staff today 1 a lady whose birthday was also the same as mine. However, I spoke to a man who fully understood my problem and got the payments refunded. I thank you so much I did not get his name but very helpful and nice to talk to Sandra Rimell Birmingham”
Hello Sandra, it's good to see that you got the customer service you deserved and that this was resolved for you. Thank you for insuring with Hastings Direct this year. ~Theo, Customer Care
“I took home & contents insurance with HD last year 2023. The premium was fair and in keeping with the competition on a like for like basis.
Now despite insurance companies saying they have dropped introductory discounts for year one, at renewal my premium jumped by nigh on 60%. HD have no option to speak to a human being as such no way to discuss the grossly inflated premium. Needless to say we have not renewed and have found a like for like policy that is within £5 of HD last year premium”
Hello, I'm very sorry to see that your renewal price rose significantly this year. I can appreciate the frustration this would have caused you. If you need to discuss the price you can reach the Home renewals team on 0333 321 9681 and they can take a look at this for you. I hope that you will be able to find suitable cover for your home and contents soon. ~Theo, Customer Care
“I received an excellent quote for my car insurance and managed to bungle the dates up online. I called Hastings and spoke to Nisha who was very friendly and very helpful. Nisha managed to transfer everything to the correct dates with no fuss. Nisha is a credit to the business and a big reason for taking out this policy.
Thank you Nisha
Aikaterini”
Hello Aikaterini, 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. I’ve sent your comments to the colleague you mentioned and their team leader. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. ~Theo, Customer Care
“Had a terrible experience, I filled out all my details with them and was given a quote. Being happy with the quote I went forward with payment, however just before payment the price jumped up nearly £150, I hasent changed anything on the policy, called up and was told nothing could be done. Was guaranteed a price and then tried to con me with an additional £150 with no explanation just before payment. Probably in hopes I wouldn’t notice the change last minute, absolutely appalled.”
Hello Jade, I'm very sorry to read about this. We would like to take a look at the quote of policy for you. If you can, please email the relevant reference number to customersupport@hastingsdirect.com so we can take a look at this for you. ~Theo, Customer Care
“Useless website does not provide any contact details. If you have a question about your policy or need to renew it there is no way to do so as they do not provide phone numbers, email addresses or even web chat.”
“Good service, Excellent price as I've added a 2nd vehicle to my policy. Really pleased with price . So all done and dusted ..Thanks Hastings . Just hope you quote me a good competitive price when my renewal is due.”
Hi, it's good to see that we could offer you the level of cover that you needed at a competitive price. Thank you for leaving a 5-star review with us. ~Theo, Customer Care
Hello, I'm very sorry to read about the experience you've had. The start date is a factor that impacts the cost of our policies. As a result the price can be different depending on when the policy begins or is purchased. Please contact the team if you need to discuss the price at all. They can be reached on 0333 321 9801. ~Theo, Customer Care
“Sara at the renewals team was great! She gave me peace of mind, assisted with any questions I had and made sure to get me the best quote. She was clear when communicating with me and overall was a lovely lady to have assisted myself.
A great representative for Hastings!”
Hello Brooke, 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, Customer Care
“Just been on the phone trying to renew my car insurance, apart from having to pay the amount due. I was very happy with the agent (Lebo Khumalo), he was able to answer all my questions and resolve all my issues ( I was not able to see any details on my online account or the app, been having this issue for the last 3 years, have spoken to numerous agent and still no fix. Lebo was able to fix this straightway.)
In terms of the insurance policy I have been well pleased with the level of service provided. Having been involved in car accidents (no one wants be be in one), the service is of the best I received from the initial call for help to getting a courtesy car and getting me back on the road.”
Hello Shabul, 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. I’ve sent your comments to the colleague you mentioned and their team leader. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks.
Hello, it's really good to see that you got the customer service you deserve. Thank you for taking the time to share your positive experience with us. ~Theo, Customer Care
“My daughter had a policy 3 months ago, all of sudden they ask 3 months later (after they have taken full payment for the year) for additional information.
So this is what they asked,
Job title and no claims.
We submitted 2 years no claims, we actually had 3, so they said they would return £37. They insisted we added the wrong job title, my daughter has always worked in admin, they say on the document she was sales assistant, don't believe them but ok.
So they offer a refund of £37 but charge us £100 for job title name but take £137 out of my daughter's account. I have reported this and intend to take it as far as possible.
However beware, Hastings are quite an inept company who are more than happy to take unauthorized funds from your account .
Never again.”
Hello Ian, I am sorry to hear about your daughters experience with us. The team that complete this checks are the validation team, and we can run checks on the policies at any time during the period. When they ask for these, we are just checking details, and if anything is down different to what is confirmed, the information will be updated the the charges told to you. ~ Nicole, Customer Care
“POLICY CANCELLED! Why? Because I failed to get back to them within 7 days with a government code number. I have been driving without an accident for 41 years and never required this code number. IF IT IS SO IMPORTANT IT MUST BE ON THE APPLICATION! Not after you have all your documents sent through!
I am now penalised for the rest of my life for not seeing and acting on their email within 7 days. My insurance has now gone up £800 for having to declare I have had insurance cancelled.
If you are 25, you may be driving another 50 years, that's £40,000
There are many stories of this company abandoning drivers and cancelling their insurance.
Think about the costly repurcussions of this before you take their insurance.”
Hello Mark, I am sorry to hear that you are unhappy with our procedures and processes. We do confirm that we run checks on policies, and the licence number code from the Government is one of these checks. We give a time frame for needing this, so we can complete the checks for you. ~ Nicole, Customer Care
