Hi Sebastian!
We're grateful you've taken the time to share your feedback,
We're so glad you've insured with us!
It's great to hear we were able to offer you a competitive price,
If there's anything you need, just get in touch and let us konw,
Thanks,
Brendon, Social Media Team
Hi Ankit!
Thanks so much for taking the time to share your feedback,
It's great to hear you're happy with your policy,
If there's anything else you need, just get in touch and let us know,
Thanks,
Brendon, Social Media Team.
Hi Melissa
We really appreciate you taking your time to share your feedback.
We’re delighted to hear you’ve found the online process easy.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Brendon, Social Media Team
“Disappointed to say the least .My father is 90. He has been insured for decades and has never made a claim. On 19th September, his house sustained structural damage.
The front door cannot be closed without risking increased damage to the compromised front wall of the house. He phoned your company immediately the damage occurred. A team of builders arrived and put in acro-props either side of the door to stop the front wall collapsing. Two months later, they are still waiting for the go-ahead from you to complete the job. My father lives alone. He is struggling to keep warm. I repeat, my father has not been able to close his front door since 19th September. And there is bitter weather coming.
Is it going to take a public shaming for your company to resolve this unacceptable situation? We think it is time to go to the media with this as it is an absolute disgrace !”
Hi Melinda,
Thanks for your review, we’re sorry to hear that you’re unhappy with the time taken to repair your fathers house.
We appreciate it’s frustrating waiting for your fathers house to be repaired. We’re doing everything we can to get repairs done as quickly and efficiently as possible. Depending on your fathers house and the damage, some repairs can take longer than expected – this could be down to the availability of parts and time it takes to source them.
If you’d like an update on where we’re at with repairing your fathers house, please call our Claims team on the number in his documents to chase.
Thanks,
Nicole, Social Media Team
Hi Vanessa,
Thanks for your review.
We’d love to know 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 send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hi Janet,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Dreadful put your insurance UP by 400 to 500 within a single year , you then go to a price comparison find it cheapoer and move and their S African very rude customer service agents argue with you on the phone and try to get you to stay but still wont price match Why do companies use S African agents ? They are ALWAYS incredibly rude and arrogant so much so they leave you seething Which is why hastings have just 60 % customer satisfaction on Which and you can guarantee 20 % of those will be the fake ones they did themselves !! AVOID Hastings It should be called S African HELL”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and we’d love to keep you as a customer.
We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, please let us know. Our renewal prices are always the same, or better, than prices we'd offer a new customer with the same details. You’ll find more information on our website.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion. We’d like to look into this and, as long as you’re happy, pass on any feedback to the colleague and their leader.
If your details have changed or you want to discuss your renewal in a bit more detail, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
“Awful company, AVOID AVOID AVOID..they seam to be cancelling policy's for no good reason it's then a black mark on your insurance file! No help from the company they say it's there RIGHT to cancel at any time living there customers without a paddle.
Ombudsman will be dealing with this.”
Hi,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled.
We always let our customers know in advance why we need to cancel a policy. You should’ve received a letter or email, depending on your preference, explaining the reason and the date we’d cancel it from. We’re sorry if you didn’t get these.
Thanks,
Nicole, Social Media Team
Hi Trevor,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I would like to express my gratitude to the member of your team, Joy (Mmkoena) for the professional and compassionate way in which she handled my query this morning.
My mother sadly passed away last week, and was a named driver on my policy. Joy was able to support me with such kindness and assisted me to remove my mother as a named driver in a gentle and friendly manner.”
Hi Caoimhe,
Thanks for your review, we really appreciate you taking your time to share your feedback.
I’m sure the colleague you spoke to would be delighted to know they’ve been given some fantastic feedback - I’ll let them, and their leader know.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I personally don’t like that fact that at the age of 24 I’m having to use a black box. However what discourages me even more is that on my first drive I had 1 single fault on my drive (which was harsh braking no fault to my own) and immediately my score went down to 40 out of 100 on the score system. This wouldn’t be a problem. However it states in the terms my policy could be cancelled if it goes under 30. I really don’t like this feature as it puts way too much pressure on the driver from the get go.”
Hi Callum,
Thanks for your review, we’re sorry to hear you’re having trouble with your driving score.
By going into your ‘Individual trips’ in the app, you can see the time and location of your trips and, what might have affected your driving score. It could be a number of reasons, such as accelerating harshly, driving above the speed limit or using your phone while driving.
If you’d like to discuss your score in more detail, please give our YouDrive team a call on 0333 999 8911.
Please note that our telematics insurance YouDrive is for any driver, we do not have an age limit, and offer this insurance to anyone that would like to have their driving monitored and see how well they do.
Thanks,
Nicole, Social Media Team
“Typically, the account set up and the actual services were fine but gosh forbid you try and cancel your policy and then you have a million hoops to jump through. They want you to acuire specific papers that you need to pay fees for anyway and they won't accept time stamped email receipts or proof of sale from your car logbook. All so they can get their precious £20 for cancelling your account which really should just be a button you can cancel your policy yourself on their app. As far as I am concerned their customer service and understanding is severely lacking where perfectly acceptable documents that would hold up in a court of law aren't enough to prove you no longer have possession of the vehicle. A process that should just be a button push, persisted for days and finally FINALLY I had enough and just had them cancel even though that meant they got to steal a further £20 from me.
Know what you're getting into before you sign on with them.”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the cost of cancelling.
When a policy is cancelled, we make sure to only charge for the exact numbers of days the policy has been opened for, and for any fees that apply.
Also, if you pay by Direct Debit, these aren’t pay-as-you-go payments - they’re a repayment schedule to pay back the credit agreement that began when you first bought your policy.
You can find a breakdown of the costs of your cancellation (how much you’ve been charged compared to how much you’ve paid) in your documents.
We appreciate no one wants to be charged fees but, like most other insurers, these cover some of our business costs - like the costs of staffing our contact centres, managing your policy, creating and sending documents and maintaining and developing our systems.
We try to keep these in line with everyone else and make it as clear as possible how much these fees are and that they’re non-refundable.
Thanks,
Nicole, Social Media Team
Hi Gregy,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I am not very good on the computer.and needed to phone to pay for policy.the lady was very patient and helpful I am elderly so took it slowly so she was sure I understood everything .the price was good and I. Will definitely be using you again in the future”
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“AVOID AVOID AVOID
I was ripped off my Hastings early this year. Their website had a question for length of time licence held.
15 or 16 years where the options
We were at 15.97 years so ticked 16 years.
Nearly 2 weeks after paying they then got in touch to say it's wrong and we should have rounded down to 15 years, this resulted in nearly £100 additional cost mostly doe admin.
As the 2 week period had elapsed we had to either pay the £100 costs or nearly £100 to cancel.
We cancelled and complained to the financial ombudsman, the initial Investigator agreed with us and recommended they pay us back. However they still couldn't accept what they did was not fair and we are now having to go further with the ombudsman wasting everyone's time.
All this was for an additional driver as well, not even the main policy holder
I would give zero stars if possible.
Please avoid”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with our validation checks.
Our Policy Review Team review policies at random to make sure everything checks out and the policy details are correct. They do this to prevent fraud and make sure customers are paying the correct amount for their insurance (this is because fraudulent claims can increase insurance premiums).
This is our standard business practice, and we apologise if you weren't aware of this.
As the website asked for years, we need the full total years that you have held the licence, I understand yours was close to 16, but you would have needed to input the total years you had already held the licence and not round up.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Terry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Terry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Andrzej,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
