“Online application was very quick and clear. Unfortnately, interactions with customer call handlers was not. I called to ask about installing a key safe to understand if it would invalidate my policy or if there were specific brands or models that could be used. I was asked where I wanted to install (irrelevant at this point) and which model I wanted to install (irrelevant, i needed info). Call handling was lazy so I gave up
Phoning back to try again, better help was given but underwriters words were misconveyed by the call hander. Advised I should get the key safe manufacturer to install it for me. I questioned this, asking if they meant a professional. "It probably does, so do that and get it recorded". This is insurance, so "probably" is not good enough. I had to push the operator to go back to the underwriter to find out if a professional was needed. On coming back, the operator admitted their mistake and described that the key safe needed to be installed as per manufacturer instructions and in an out of view location.
Given this basic experience of asking a question to clarify, I am considering cancelling my policy as I do not have confidence in Hastings Direct to give me a good customer experience in the event of needing to make a claim”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the miscommunication and information given. We do apologise for this.
Feedback is really important to us, so if you'd like us to forward this on to the relevant colleague and their leader, please get in touch via Facebook or X (formerly Twitter).
Alternatively, If you want to make a complaint, please fill out our online form found on our website or, give us a call on 0333 999 8904. Once we’ve logged your complaint, we’ll be in touch with you within five working days.
Thanks,
Brendon,, Social Media Team
Hi Aishwarya!
Thanks for your review. We’re sorry to hear we weren’t able to provide cover for your temporary vehicle.
We do cover for temporary vehicles on the insurance, however we may not be able to cover the vehicle you’ve run the quote for on the policy. This may be due to the details of the vehicle, and the risks associated with them.
Each decision is separate, so if you want to add a temporary car in the future, we may be able to provide cover for it. You can run a quote for this in the app or MyAccount, and you'll be able to check if we’d be able to insure it on the policy.
If you have any questions or queries about this, please reach out to us via Facebook or X (formerly Twitter).
Thanks,
Brendon, Social Media Team
“Hastings box insured me for less than a month before cancelling the insurance due to me not providing them with information they asked for. Regrettably I left it a little later than I should, but before the information was due I sent them two emails asking for help on what information was needed. I received no response. I provided them with information I assumed they were asking for, I was incorrect and they gave me roughly 8 hours to provide information that they DIDN’T originally ask for, this was new. The email got lost, I didn’t see it until I had finished work, by this time it was too late. Not one phone called I received from them, or personal email, just automated robotic responses.
I got no money back even though I paid over £130 deposit and I wasn’t even insured for the month. Left me to now declare I’ve had a cancellation, my insurance has increased massively, I’m only 19 and so it already is expensive. I’ve had to wait 3 weeks without a car just so I can get some kind of affordable insurance, it is now £220, next day would have been £320 a month.
I called the insurance company, spoke to a lady who kept giving me more scripted answers and refused to listen to what I was saying, only coming back with the same scripted responses which didn’t take on board what I was saying. No opportunity to reinstate insurance or figure something out, no assistance received at all, happy to take your money and leave you in a mess.”
Hi Holly,
Thanks for your review, we’re sorry to hear your policy was cancelled. We do apologise for any delays in responding to emails you may have sent.
We may request information from yourself for various reasons, this could be part of our Poliicy Review Teams processes for when reviewing policies at random, or it may be part of our processes for YouDrive policies;
If our Policy Review Team contacted you to request information or documents, and you contacted us by email prior to the policy cancellation and received no response or assistance this, please contact our Policy Review Team on 0333 321 9757 so that we can look into this for you.
If you have a YouDrive policy and we contacted you to say that we required driving data, and you contacted us by email for assistance with this prior to cancellation but received no response, please contact our YouDrive team on 0333 321 9801.
If you’d like us to look into this for you ourselves instead, please get in touch via Facebook or X (formerly Twitter) by sending us a Private/Direct message.
Thanks,
Brendon, Social Media Team
“Cancelled my new policy the same day as was told it was free to cancel within 14 days and hasting direct want to charge me £40 for a black box they have not even posted out yet!”
Hi Dale,
Thanks for your review, we’re sorry to hear you’re unhappy about being charged the £20 arrangement fee and our YouDrive tab charge.
As part of buying a YouDrive policy, you’re charged £20 to cover the tab we send you. We make it as clear as possible the tab is owned by you as well as, how much our other fees are and that they’re non-refundable.
We apologise if you weren’t aware of this.
Thanks,
Nicole, Social Media Team
“I am having issues with Hastings direct insurance company. I am fully comprehensive cover it clearly says on the policy that I have cover for fire and theft. On my way home from shopping. My car caught fire. It was a small fire in the engine compartment. I reacted quickly and had put the fire out within 15 seconds. Hastings are saying I am not covered for an engine fire. . The fire could only have been either electrical or mechanical. There is no other kind of fire I saved my pride and joy from being a total burn out. The car is in immaculate condition. Now Hastings are trying to get out of. There responsibilities as my insurer. 6 days on I am no further forward. They are also saying I won't get a courtesy car. I have no means of getting to and from my job as a HGV Driver. . As the car has not been assessed. . Hastings sent out a coach builder. Who repairs bodywork. As there was no bodywork damage the garage told me they could not recover it. The customer service is appalling.”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
If you believe that this claim has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“After processing my policy and getting everything confirmed, a few weeks in Hastings then decided to increase my policy drastically by dropping my no claims discount to 0 until I could provide very specific and difficult to obtain documents. Even after providing these, such as a No Claims Discount Certificate they continue to still reject them for any reason they can. Their latest excuse is they can't accept that no claims certificate because it's on another vehicle. So no I literally have no way to get out of this scam they have me trapped in, so I'm currently trying to get my policy cancelled which I'm sure is going to be a headache too. Really really bad system they have, strongly recommended you avoid.”
Hi Perry,
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.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“Very poor service. I cancelled my policy within the 14 day cooling off period as I found cheaper cover and found the policy didn’t suit me, to be told that I wouldn’t receive my full deposit back through a technicality. I then received an email saying I would receive the full amount back, only to be refunded £33.40 of a £73.40 deposit. Will never use Hastings again.”
Hello Barry,
Thank you for your review, I'm sorry to read about the experience you've had and the delay of your refund. Looking at the policy, I can see that a part of the refund was sent via cheque on the same date the remainder was sent via card. This is the reason for the delay as the cheque portion will take 7 working days to arrive in the post. I'm sorry if you weren't informed of this. If you need to discuss this further, please contact us by calling 0333 321 9801 so our team can take a further look at this. ~Theo, Social Media Team
Hello Debjyoti,
Thank you for your review, we're sorry that you didn't have the best experience with us. We appreciate the frustration feeling forced to purchase a product can cause and we'll pass your feedback to the relevant team so this process can be reviewed.
Thank you for choosing to insure with us despite this and please contact us on 0333 321 9801 if you need any help with your policy. ~Theo, Social Media Team
“Terrible cancellation policy even within the 14 day cooling off period. Then tell you to throw away the telematics device, which they charge you £20 for, so 6 days insurance cost approx £65.”
“Very disappointing service from this company took out a new van policy due to start in the middle of February rang the next day to cancel the policy and get refund told 3-5 working days on day 6 I rang to be told refund would 3-5 days after the start date of 14th Feb total disgrace keeping my money for over 3 weeks for a policy which was never going to start.”
Hi Janetta,
Thanks for your review, we’re sorry you weren't happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important. If you are still waiting for an update on your claim, please call through to our claims team on 0333 321 9800, and they'll be able to have a look at the claim for you.
If you’d like to discuss this further, make a complaint or have any questions, please call our Claims team on 0333 321 9800 or send us a message via Facebook or X (formerly Twitter).
Thanks,
Brendon, Social Media Team
“Terrible - my car gets stolen and they refuse the claim for a key discrepancy issue and THEN LOSE THAT key! Car has been found by the police and Hastings, for over a month, have refused to resolve the fact I have not been able to pick up my car, since they LOST the only key I had access to. Disgusting company. See you in the court of law.”
Hi William,
Thanks for your review, we’re sorry to hear you weren’t happy with our service and claims process.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important. If you'd like for us to look into this further, please contact our claims team on 0333 321 9800.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days.
Thanks,
Brendon, Social Media Team
“Worst service ever! Couldn't access anything on line or on the app! After numerous emails to and fro and different customer service reps asking me the same questions over and over and over again, I cancelled the cover, got a refund and went to another insurer who not only was cheaper but I can access the account online - never again!”
Hi Debby,
Thanks for your review, we’re really sorry about the poor service you received.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion.
I regret that this caused so much frustration and that you had to cancel your policy as a result. I'm glad you were able to find more competitive cover for your vehicle in the end. ~Theo, Social Media Team
Hi Holly,
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.
Thanks,
Nicole, Social Media Team
Hi Perry,
Thanks for your review, we’re really sorry about the poor service you received.
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 .
To do this, please send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail.
Thanks,
Nicole, Social Media Team
“Customer service was very poor.
Little explanation relating to clauses of insurance package I purchased. Just kept on being told to look at the Hastings app.
Poor people skills, abrupt and rude. Salesman was robotic and lacked professionalism.
Very long call … stressful and frustrating. Salesman took a very long time answering questions although poor explanation given .
Charged £100 more than quote and when questioned this was told he didn’t know and it was up to ‘ underwriters ‘ ???
Signed up for year which is a shame as likely to go elsewhere after this experience.”
Hi Jenny,
Thanks for your review, we’re really sorry about the poor service you received.
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 .
To do this, please send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail.
Thanks,
Nicole, Social Media Team
“Reviews should be given on the back of a good or bad service. Not if you got a cheaper quote! This company is run by a bunch of fraudsters. My claim was refused for accidental TV damage because by removing fluff from corner of the TV I was essentially cleaning the TV! Cleaning is not covered under accidental damage. So just lie chaps at how you accidentally damaged something as these FRAUSTERS do not value honest customers.”
Hi Oleg,
Thanks for your review, we’re sorry you weren’t happy with our service or the terms of the policy. I can appreciate the frustration this can cause.
If you believe that the claim has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“NEVER use Hastings Direct Insurance. Cheap and nasty !
Terrible service and just pass you onto Enterprise third party who are totally inefficient . They offer you a hire car at no charge as accident not your fault . Now still being hounded by their Third Party Company to fill in paperwork and supply more details about a no fault accident after 4 months as they cannot recover the full cost of the ! Threaten if you don’t comply you will need to pay yourself ! Ask for your financial income and details for them to recover the costs ! Hastings do not help at all and say this is just their policy ! I had legal cover and had secured my no claim. No having to probably I needed the hire car while my car was being repaired AND who I can’t find myself !”
Hi Beverley,
Thanks for your review, we’re sorry you weren’t happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important. If you’d like to discuss this further, make a complaint or have any questions, please call our Claims team on 0333 321 9800. You can also raise a complaint if you visit our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
“I would give a rating of -5* if that was possible!
I had a non-fault accident (third party hit me from the back) on 16 October 2024. I was told at roadside when I reported the accident that that accident was a non-fault accident. Because of this I was not charged my policy excess, I was allowed to cancel my policy instead of continuing to make my monthly repayments which is what normally happens where there is a question over liability and I was honoured my no claims bonus. At the point of cancelling I had overpaid £231.24 which I was told would be refunded to me and I received written confirmation of this on 25 October but the refund was not forthcoming. I spent hours on the phone chasing this with speaking with different so called customer advisors and team leaders all of whom confirmed the overpayment but that in order to get the refund I would have to go through their complaints procedure, as if the hassle endured to this point was not enough.
I followed up again on 27 December 2024 and asked to speak to manager for clarity on the situation and I was advised that manager would call me back, normally within 48hrs but since is Christmas and new year, the call may take a little longer. To date (19 January) I have yet to receive the refund, a call to explain this NONESENSE or any communication at all!
It is accepted that the accident was non-fault and as a result:-
Policy was cancelled without having to continue making monthly payments which apparently is what normally happens while liability is established.
No excess charged and no claims bonus honoured;
£231. 24 confirmed on calls and by letter on at least 2 occasions and despite hours of calls chasing this up there is still no sign of a refund or any communication.
It’s incredibly telling when everyone accepts and agrees that the overpayment should have been refunded but they encourage you to make a formal complaint in order to stand any chance of getting the refund!!! This suggests that my situation is not a one off, but rather it is standard practice!
Manager - whoever you are, can you call to explain when I might expect my money which you are holding onto without reason or explanation!!
THIS IS DAYLIGHT ROBBERY AT ITS FINEST!!!!
PS. This is just the icing on this rather horrible Cake! I would need to write a book and publish it in several volumes to comment on the dreadful experience during the lifespan of my policy!”
Hello Gentjan,
Thanks for your review, we’re sorry you weren’t happy with the service you received and that you have had such a poor experience during your claim.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this entire experience, please give us a call (on 0333 321 9800 ), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team
