Hi,
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). ~Theo, Social Media Team
“Your operators do not know howe to resolve the app and the tab being disconnected. Tried all of the things that are suggested and still does not work. The are a significant number of bad reviews and the same problem all over the internet about Hastings and the YouDrive app. I am in the process of looking for an alternative insurer as I am still within my cooling off period. You need to ensure that your technology is up to the standards required as you are causing significant distress to young drivers. VERY POOR SERVICE and can see why the policy is so cheap as it is so rubbish!”
Hello,
Thank you for your review, I'm sorry to see that you're having such a poor experience with the telematics device and to see that this has caused you to seek cover elsewhere.
If you would like to discuss this further, we have a specific team that you can reach by emailing yourdriving@hastingsdirect.com and they will take a look at this for you. I can appreciate the frustration this would cause and I hope that it can be resolved soon or you find the suitable cover you need. ~Theo, Social Media Team
“Been a customer of Hastings for more years than I can remember, recently sorted my renewal over the phone (I’d been on a comparison website and Hastings had actually beaten their own quote!) sorted everything verbally on the phone and things were fine until last week. They sent me an email threatening to cancel my insurance if I did provide photos of my V5 within 7 days. I did so promptly and they emailed again saying they were increasing my insurance buy £140 and charging me an admin fee as some information did not match the log book.
1. They said my car had 5 doors, not 0 (zero doors?!)
2. They said the make of my car was an MG, not MG motor uk
3.They said the model of my car was 3 excite vti tech, not a MG 3 excite vti tech.
The above information was gained by Hastings upon requesting my VRN and was the information that came up from their own drop down menu system (dunno where they got 0 doors from though?!!)
Also they changed the date of purchase. When I questioned this they said they have to use the date of registration on the V5 as there was no date of purchase?! Well they hadn’t asked me for the date of registration, they had asked me for the date of purchase which is completely different.
In summary, Hastings have made a catalogue of errors. They inputted the information that my car had zero doors, they used their own systems to describe the make and model of the car and then disputed it with themselves, they asked me for the date of purchase and then changed it to the date of registration and they they demanded that I increase my monthly payments AND pay them an admin fee! You couldn’t make it up! I’ve spoken to a few insurance companies since and they all use the same system with the drop down menu which describes the make and model as Mg motor uk 3 excite vti tech. When I’ve raised the issue with them they said”oh no, it doesn’t matter about that” None of them have ever heard of a car with no doors and they said the date of purchase is the day I bought the car. Have Hastings got a bit of explaining to do?!”
Hi Constantine!
Thanks for your review, we’re sorry to hear you’re unhappy with our validation checks, and that your price was affected as a result.
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).
When it comes to quotes that are run at renewal, or online, the details would need to be correct and match up to the vehicle exactly. If the details we hold don't match the vehicle's details, then they would need to be corrected which may affect the premium as a result.
It is our standard business practice to complete these validation checks, and we apologise if you weren't aware of this. Also, if you need more time to send us the documents we’ve asked for or, you have a question about this process, give the team a call on 0333 321 9757.
Thanks,
Brendon, Social Media Team
“Absolutely appalling service! I contacted them to update my last name after getting married, only to be told I’d have to pay £135 just for this simple change. It’s ridiculous that something so basic incurs such an outrageous fee. To make matters worse, it was actually cheaper to cancel my policy and switch to another insurance provider. This company clearly values squeezing extra money out of their customers more than retaining them.”
Hello,
Thanks for your review, we’re sorry to hear you’re unhappy with the price we offered.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. However, this price may change even if your details stay the same, because your insurer may adjust the risk level of your policy.
If you need to discuss this further or look at the options available, you can give our team a call on 0333 321 9801. I hope that you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
Hi Jonathan,
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.
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,
Brendon, Social Media Team
“I have been with them for a number of years now , never made a claim in 22 years. I have water damage in my spare bedroom and they say I'm not covered by that , fire yes water no. I have been trying to sort this out for 3 weeks, every time they don't log anything, call me back ,go through all the details with someone and then have to waste more time , going through it all again. Turns out I'm insured wit advantage , not hastings or Lloyds who I have spoken to today for over an hour to be told , oh you are with advantage. So they have taken my money for non existent cover , stay well away from these con artists, I would have had the same cover if I kept the policy fee in my pocket. Absolutely shocking !”
Hi Colin!
Thanks for your review, we’re sorry to hear you’re unhappy.
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
“Absolute rubbish customer service when needing assistance with obtaining a new home insurance quote today (30th November 2024) as the Hastings website sign posted me to call them rather than allow me to continue with setting up the policy online. Two occassions both staff were curt and didn’t want to run through the details of the policy. If they were better trained to understand the pitfalls of the online quote experience, they may be better inclined to want to help solve issues faced by potential customers. Needless to say, I won’t be progressing with Hastings, a narrow escape from inadequate customer service.”
Hi,
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 the colleague and their leader. If you would like this to be done, please send us a message via Facebook or X (formerly Twitter) and include the quote reference so we can locate the advisors you spoke to. ~Theo, Social Media Team
Negative reviews – 1-3 star, no detail
Hi,
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). ~Theo, Social Media Team
“Using phone as sat navigation fell off windscreen and on to dash board which wasn't safe partner in passenger seat picked it up so it was safe got done for phone usage on youdrive”
Hello Stu,
Thank you for your review.
I'm sorry to see that you've not having the best experience with the telematics policy. The Telematics team does take into account that you will have to adapt to the road ahead and that this as well as other road users can cause you to take actions that may impact your score.
As a result they acknowledge that your driving score won't always at 100. For the sake of the policy, it just needs to be above 30. If you have any questions concerning this incident or your score overall, please call our YouDrive team on 0333 999 8911. ~Theo, Social Media Team
Hi Henry!
Thanks for your review.
We're so grateful for you taking the time in sharing your feedback.
It's amazing to hear you're happy with us and our service!
If there's anything else you need, please get in touch and let us know.
Thanks,
Brendon, Social Media Team.
Hi Jonathon,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We do allow customers to use a SatNav whilst driving, however interacting with the phone while driving would count as phone usage. We advise that customers set the journey before taking the trip, and if you need to make any amendments to the journey while driving, you would just need to pull over, stop the vehicle, and then adjust the SatNav.
If you’re unhappy with this, then your current policy might not suit you and you may want to consider our other insurance options by going to our website or giving us a call on 0333 999 8911.
Thanks,
Brendon, Social Media Team
Hi Aenas,
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). ~Theo, Social Media Team
Hi Louise,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled.
We normally cancel a policy when the conditions of your insurance haven’t been met. You should’ve received a few notifications in advance of the cancellation explaining why your policy was cancelled, including the date we’d cancel it from.
If you're still unsure about why this was done or need to discuss this further, please call the team on 0333 321 9801 so they can take a look at this for you. ~Theo, Social Media Team
“You cancelled my insurance after 1 week. You informed me my score was low. I got the score up to 30 but you still cancelled. You are convinced I am using my phone while driving. I am using it for sat nav only. The telematics is through my phone and you think when I am taking a call while driving I am holding the phone which I am not. It is through blue tooth. I feel I haven’t been given a chance to show I am a good driver and I can’t convince you I am not using my phone other than for sat nav. As soon as I received my first low score immediately addressed all the areas that were coming up as issues but the phone use was consistently low and I am baffled by the fact that you still think I am using my phone. I have got my score up to 30 on the day it was cancelled. I rang to try and explain the situation but was told the insurance is being cancelled. I feel you have given me absolutely no chance of proving what a good driver I am.”
Hi Royston,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled.
We normally cancel a policy when the conditions of your insurance haven’t been met. You should’ve received a few notice emails and letters explaining why your policy was cancelled, including the date we’d cancel it from.
We’re sorry if you didn’t see these. If you think your policy was cancelled incorrectly, please call our YouDrive team or send us a message via Facebook or X (formerly Twitter).
Thanks,
Brendon, Social Media Team
Hi!
Thanks for your review.
We're sorry we weren't able to offer you a competitive price.
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,
Brendon, Social Media Team
“I was a customer of Hastings in the previous year. The price offered on renewable was more expensive than the same policy from Hasting found through Confused.com. I thought all companies were required to offer the same prices to their current customers that they offer to new customers?”
Hi Chris!
Thanks for your review,
It might be that the quote you’ve found online is cheaper because the details are different or it’s for a different product or lower level of cover. We always try to make sure your renewal price is competitive based on the details we hold about you, so if those have changed, please review your policy in the Hastings Direct app.
To understand why you’ve found a cheaper policy and to discuss this in more detail, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Brendon, Social Media Team
Hi Marius!
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,
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
“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
