“It has just taken me 24 minutes on the phone to chose not to renew my policy. It was not possible to cancel the policy on-line so had no choice but to call in. The call handler was helpful but it was impossible to get him to do just what I asked. Hopefully got there in the end, but was hard work.”
Hi,
So sorry to hear this. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your myaccount, however when you are in your renewal stage you are not able to. If you need any further assistance, please visit https://www.hastingsdirect.com/help/.
~ Jodie
“Disappointed Hastings wanted to raise the premium for a motorcycle by 50% if I added three purely cosmetic accessories on a new bike I’m buying. I could understand if these were performance accessories that increase the risk or if they were valuable but they are a £20 tank pad, a £50 tail tidy and a £50 fly screen all of which are purely cosmetic and worth nothing used. I phoned Hastings who responded by saying they consider the items modifications and as such do I want the policy with a 50% increase or not. I gratefully declined and took out a better policy that includes such accessories for no extra cost. The policy was a lot cheaper where I went. Have to say my experience was disappointing with Hastings.”
Hi Robert,
I apologise for any inconvenience and that we weren't able to offer you a competitive price for your new cover. Hopefully this is something we can look into for you in the future.
~Lillie
“Terrible experience trying to contact customer service. No one answering the phone and website contact not working. Very annoying, I'm trying to make a policy change”
Hello Bill, I'm sorry to see that you've struggled to reach the call centre and get the help that you need. You can speak to the team on Twitter @HastingsDirect or Facebook if you need any help with this change. ~Theo
“I can't recommend this company. If you sign up via a comparison site they set you policy to auto renew and even if you take a policy out with another provider still renew your policy with them. The process to get you policyvwith them cancelled is painful and they still refuse to refund all the money they have taken from you, even when they back date the cancellation of you policy to the date it started.”
Hello, I'm very sorry for the frustration this process can cause. Please note all policies are sent to auto-renew. You have the first 11 months, in which you can contact the relevant department if you wish to remove this feature. There is no system to inform us if you have purchased a policy elsewhere so the Retention Department will need to be informed. Going forward, you can speak to the team on Twitter @Hastingsdirect or Facebook as an alternative to the phone. ~Theo
Hi Angela,
I apologise if we weren't able to offer a competitive deal. Prices can differ online however for a number of reasons. We do advise you to shop around and if you can find a better deal with us, we're happy to review this and look into a possible price match.
~Lillie
Hi Katie,
I'm very sorry to hear you're unhappy with the service you've received and if we weren't able to offer you a competitive deal this year. Hopefully this is something we can look into for you in the future.
~Lillie
“They made a very poor offer after 2 years of insuring with them and no claims made. I found a much better deal with an other insurer. The customer service lady did not even bother to offer something better, she even increased the price compared to the automatic renewal offer I received. They might make a good offer for those new joining this company, hence the high reviews rate but not to the existing ones.”
Hello, I appreciate the frustration the price increase has caused. I'm sorry that the price also wasn't competitive and if you didn't receive the level of customer service you deserved. Thank you for having been insured with Hastings Direct over the past year. It's good to see that you were able to find a suitable policy for your vehicle. ~Theo
Hello, I'm very sorry to see that you struggled to reach us and get the help that you need. If you need any help with your policy, you can reach us on Twitter @HastingsDirect or Facebook. We'll do all we can to help you. ~Theo
Hello,
I appreciate the frustration the price increase would have caused. The no claims is a factor that can help affect the premium however, there are many other rating factors on the policy that can counter this. I'm sorry that the price wasn't competitive this year and I hope you can find suitable cover for your policy soon. ~Theo
“Customer service is bad, countless times having to enter account details and repeat again to the agent tovthen be passed to someone else and start all over again if not cut off mid call.”
Hello, I'm sorry to read about the poor experience you've had. If you need any help with your policy, please contact us on Twitter @HastingsDirect or Facebook. We'll do all we can to help you. ~Theo
“app not working trying to change over my registration number cant get through on the phone cant do it online asked 5 times for a new password in 2 weeks nothing come through via email is anyone working there ?????? live chat not working”
Hello, I'm very sorry to read about the poor experience you've had. Please contact us on Twitter @HastingsHelp or Facebook if you need any help with your policy. We'll do all we can to help you. ~Theo
“Contacting this company is ridiculous! Like many of the reviews state below the phone lines are closed, when their website says they are open, which is very frustrating! The recorded message even says what times they are open when they’re obviously not!
To charge £45 as a cancellation fee is obscene, especially in these times of financial hardship. I will think again before using this company!”
Hello, I'm very sorry to read about the poor experience you've had and we appreciate the feedback concerning this. We'll pass this to the relevant department. We have launched a new telephony platform this week and there have been some initial issues. Again I'm sorry that this is the case.
I appreciate the frustration the fee can cause. Hastings Direct does disclose all potential fees before the policy is purchased or in the documents sent during the cooling-off period with the intention that this doesn't come as a surprise. ~Theo
“After being insured with Hastings for many many years and pleased with the service everytime. I spoke with one fella, then had to call back to make sure what i was told was right. !!! Swapping my car to 1 year younger lower insurance group than my previous car and the underwriters wont cover this car !!@ Really ?? So ive spent the last 2 hours sorting out insurance for my new car im collecting tomorrow and lost money ..... CHEERS Hastings!
Always had a multi car policy with you with NO problem till now, i felt the staff had no idea.”
Hello, I'm very sorry to read that we were unable to provide competitive cover for your new vehicle. I can appreciate the inconvenience this would have caused. This could have been a system issue which prevented the change from being made, rather than an underwriting decision. Once again, I apologise that this couldn't be covered and I hope you were able to find competitive cover for your vehicle. ~Theo
Hi,
I'm sorry to hear you're having issues with your account. If you still need help, please don't hesitate to contact us on socialmedia@hastingsdirect.com.
~Lillie
“Apparently, the driving scores and the policy price depend on the quality of the driver's phone and not on their driving. I have this on good authority from their tech team. The box they ask you to fit is only to confirm your phone is in the car when driving. This is a scam. I give them two stars because the Customer Service is actually very good.”
Hello,
I'm sorry to read that you've had such a poor experience with the telematics policy and for the frustration this has caused. If you wish to raise a formal complaint concerning this, please email us at socialmedia@hastingsdirect.com so we can put this in place for you. ~Theo
“Insurance was fine and never an issue, however when changing the next year they first sent an email to say it was not auto renewal. I then emailed to explain I was changing provider and also tried to ring them 2 times when they did not answer or return the calls.
Then I have received an email to say they are auto Renewing my g insurance and they are not answering calls or responding to emails.
Absolutely fuming and will be making an official complaint!”
Hi Josh,
I'm very sorry to hear this was the case and for any frustration or inconvenience caused. If you're unable to reach us over the phone, you can contact us via email, webchat or social media such as Twitter or Facebook. I can see your policy has since been cancelled, but if you have any other queries, please don't hesitate to contact us at socialmedia@hastingsdirect.com.
~Lillie
“Rang up to sort out car insurance - was told that previous insurance was cancelled and policy now renewed and that wouldn't have to pay anything. Then noticed that they wanted me to pay again and then received a cheque for the previous policy - completely pointless, waste of time. This was not what i had discussed on the phone”
Hi Errol,
So sorry to hear this. Unfortunately, it appears our system generated your refund by cheque, instead of applying it to your new policy. We can appreciate this is not ideal, and we are very sorry for any inconvenience caused.
You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 2 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines.
~ Sian
Hi,
I can see your documents were emailed on the 13th April, I apologise if these weren't received. Your MyAccount is showing as pending, you need to register here: https://www.hastingsdirect.com/Portal/servletcontroller?action=login%23signin in order to view the 'Welcome Pack'.
~Lillie
Hi Mohammed,
I'm sorry to hear that's the case. You should be able to reset the password by clicking the 'Forgot Password' link. If you're still having issues, however, please reach out to us at mobileappsupport@hastingsdirect.com with your policy details and issue.
~Lillie
“Sold me car insurance with “YouDrive” without making it clear that it was included or what it was. Called in an attempt to change to a policy without YouDrive (willing to pay more) and was told this was not even an option.”
Hi Charlotte,
I’m sorry to hear you’re unhappy with our YouDrive policy. We do state the terms and conditions of our policies, prior to purchasing online and that sharing your driving data is a requirement. If you’re unhappy with your policy and would like to look at other options, please call us on 0333 999 8911 and we’ll be happy to help. We're not able to remove the tab but can cancel this policy and look into a new standard Hastings Direct policy without the tab.
~Lillie
