“You emphasise how easy it is to access your website, and view policy documents. It is not easy, and to date I have been unable to view any documents.
Please send copy documents to my email address or by hard copy. Thank you.”
Hi there,
So sorry to hear you have been unable to view your documents online. If you have had a previous policy with us, and used the same email address - unfortunately this function will not work as our system will not allow two separate accounts with the same email. Please contact us if this is the case, so we can update your email and resolve the issue you are experiencing.
In the meantime, I have sent out paper copies of your welcome pack - which includes the certificate of insurance, via post and you should receive these within 5 working days.
~ Sian
Hi there,
So sorry to hear this. I have checked your policy and can see these were sent to your email, and should be available to view in the app. I have had a copy sent out by post as well for you, you should receive them within 5 days.
~ Sian
“Getting in touch with a person to discuss a question is a frustrating game of hide and seek.Website/MyAccount did not provide the answers and then 12mins of pressing buttons to eventually get to speak to someone.Only to be told they couldn't help me.Very poor customer experience.”
Hello,
I'm sorry that you struggled to get the help you needed and I hope you have been able to reach an advisor since your review. If you still need some help, please contact us at @HastingsDirect or on Facebook. We'll do all we can to help you.
~Theo
“Not bad unless you access the webchat, I have just received the worst customer service in 10 years. Complete waste of 45 minutes, no where near getting an answer, abrupt and impolite, contradicted themselves and the colleague who i spoke to on the phone earlier that day (who was very helpful, polite and quick and did not take 7 minutes between one word responses).
If you need any advise or assistance i would recomend waiting it out on the phone and hopefully you will get a better CS experience.”
Hi Paul,
I'm very sorry to hear you're unhappy with the service you've received. We'll be happy to have this fedback to the adviser and their leader, if you can contact us on socialmedia@hastingsdirect.com with your policy details.
~Lillie
“As I'm new i haven't received anything like a welcome letter to confirm that I'm with you just a email the day iv setup my insurance I had to double check myself that my policy was even setup to start”
Hi Natasha,
I can see your documents were emailed on the 22nd of February, these are generated to your online MyAccount here: https://www.hastingsdirect.com/Portal/servletcontroller. If you have any issues with your account, please let us know and we'll be happy to help.
~Lillie
“When talking to an advisor it was difficult to hear as there was a lot of background noise which was shouting and laughing not sales. Could not ask questions about the policy successfully”
Hi,
I'm very sorry to hear this was the case, I've had this fed back to the relevant team to review. If you have any other queries, you can reach out to us here: https://www.hastingsdirectassist.com/contact.aspx.
~Lillie
“I had one accident last year (my fault) with a claim for £1200. I had to pay an excess of £400 so Hastings only were out £800. No other accidents in the last 5 years. My premium at renewal skyrocketed from £227 to £773! I also have protected no claims or I dread to think what it might have been! Obviously they don't value me as a customer so I got quotes elsewhere and got cover for about £380. I won't even consider Hastings again.”
Hi Paul,
So sorry to hear this. The premium is based on a number of rating factors set by our underwriters. Additionally, the renewal quote is based on the current details on the policy. We are always happy to look into your renewal premium as we know details can change within a policy year and see if we can obtain a competitive price with our panel of underwriters. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
~Aadam
Hi Stuart,
So sorry to hear this. I have issued a copy of your policy documents via post, you will receive them within 3-5 working days. Please read your documents carefully and contact us if anything is incorrect. If you need any further assistance, please visit https://www.hastingsdirect.com/help/.
~Aadam
“Terrible customer service as the product does not work. I have contacted Hastings every day and each time I am told that the problem is fixed just to get me off the phone. A week and a half later I am still not any better off as the tab still does not work. All I have got is an email informing me that I agreed to connect a tab and have not done it. Seems to be blaming me for a problem that I have been asking for help with every day.
I am so concerned that I will lose my cover that at this moment I want my money back and to go elsewhere. Why should I pay for a service that Hastings is failing to provide?”
Hi Marty,
So sorry to hear this. If you still require assistance, please email us at socialmedia@hastingsdirect.com and we will do all we can to assist.
~Aadam
“Shortly after purchasing the premium went down. I asked if I could have the difference as the insurance hadn’t even started yet. It’s still not even started as I write this review. To be told no we can’t do that. Not great customer service.”
Hi Matthew,
So sorry to hear this. The quotations expire after 24 hours the day they are ran. The prices fluctuate daily due to rating factors that are set by our underwriters. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Aadam
“Got price through Compare the Market for new car. Couldn't complete online as the registration wasn't recognised due to being a new registration. Rang Hastings Direct - was charged £20 arrangement fee for doing over the phone plus the cost was over 20% higher than quoted online. Call handler was surley so overall not hugely impressed”
Hi Edward,
So sorry to hear this. All our fees are stated prior to purchase and are in our terms and conditions. The premium is based on several rating factors set by our underwriters and work on a live time pricing system. We do have a panel of underwriters, hence why sometimes online pricing can vary. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Aadam
“Been with hastings direct for a few years now and price keeps going up.i they had to cancel my existing policy and start a new 1 as they said they could not add my new car.on multi car insurance you can not change anything on your account and there is nearly always a charge for changing things ie adding a private plate.”
Hi Kenneth, all our fees are stated prior to purchase and are in our terms and conditions. The fee is £20.00 to make the change, this contributes to service, maintaining the systems, updating the databases and sending documents. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. Thanks. -Poppy
“I recently cancelled an insurance policy with Hastings direct. When I called I asked for an insurance quote for my new car. I wasn't happy with the quote and said I would be shopping around. The operative insisted I pay the cancellation fee then and there over the phone £68.
This I done being told that if I changed my mind about the quote I would get my cancellation money back. Anyway I got a much better quote using confused .com.
The following day I received a letter from Hastings direct demanding the cancellation fee I had already paid , be paid before 17th February or the bailiffs would be called and my credit rating affected. They had even worked out a schedule to pay the money back on three direct debit instalments. I rang Hastings direct and the operative explained the letter was a mistake and that it was sent before the money I paid had been processed. I asked for the operatives name or a reference number, but she said I wouldn't need it.
Not impressed and not very reassuring after being with them for three years.”
Hi Patrick,
So sorry to hear about your experience. If you need assistance, please email us at socialmedia@hastingsdirect.com and we will be able to help.
-Mariam
“Won't accept change of email to manage account online. Six calls querying this and so far no one has done anything to change it even though they said they have. Not good.”
Hi James,
If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Mariam
“Yes telematic but keeping your phone on
Permanent location finder is wrong
This is track the policyholders movement and privacy
when your not in vehicle
This Device should not require a phone to work
But independently sent it own data
About driving
Or allow you download. Data once a week and send”
Hi Stephen,
So sorry to hear this. You can always turn your location and bluetooth setting off when you are not driving the vehicle, but ensure you turn them on before your journey. We don’t track the policyholder’s movement and privacy when they’re not in the vehicle – we only receive data when the app and tab are in range of eachother and paired up. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
“I’m still waiting on a call back from the IT team because I am unable to log into my account,this was around 2 weeks ago!!
The lady I spoke to arranged for paper copies to be sent to my home address until the IT team had sorted the issue,I have heard nothing from them!”
Hi Kelvin,
If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Aadam
“Renewal process was poor, no response received to email correspondence request.
Contradictory information on website and customer service phone line re cancellation process, little respect for customers time.”
Hi there,
So sorry to hear about your experience. If you need assistance, please email us at socialmedia@hastingsdirect.com and we will be able to help or visit https://www.hastingsdirect.com/help/.
-Mariam
