Hi Martyn,
Thanks for your 5 star review!
We're so pleased to hear that the process was quick and competitively priced.
Thanks for taking the time to send us your review. ~ Tamera
Hi there,
Thanks for your 5 star review!
We're so pleased to hear that you found the process easy to arrange your insurance online and that we were competitively priced.
Thanks for taking the time to send us your review. ~ Tamera
Hi there,
Thanks for your 4 star review!
We're so pleased that you found the website easy to navigate. It's also great to know that you found us to be competitively priced.
Thanks for taking the time to send us your review. ~ Tamera
“Came out the cheapest on a recent search for car insurance after LV renewal came through 80% higher than the previous year for no reason. I was able to save a little more by using the multi car discount and ended up insuring two cars with Hastings for the price of one with LV!”
Hi Robert,
Thanks for your 5 star review!
We're so pleased that you found us the cheapest when looking for your car insurance quote. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
We’re sorry to hear you’re having issues with our website. Please call us on 0333 321 9801 with more information about the issue you’re experiencing, and we can help you further. You can also find further contact information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
Hi Chris,
Thanks for your 5 star review!
I'm glad to hear that we were able to offer you a more competitive price. I'm pleased that you enjoyed our service, we do appreciate your kind words.
Thanks for taking the time to send us your review. ~ Tamera
“I got a very high renewal price for my motorbike. Went onto loads of comparison websites. Hastings Direct came up with the best price every time. Saved me £200, brilliant, keep up the good work. Thank you.”
Hi Barry,
Thanks for your 5 star review!
We're so pleased that you found us the cheapest when looking for your car insurance quote.
Thanks for taking the time to send us your review. ~ Tamera
Hi Jacqueline,
Thanks for your 5 star review!
We're really pleased to hear that the mistake was resolved quickly over the phone and that you enjoyed our service.
Thanks for taking the time to send us your review. ~ Tamera
We’re sorry to hear that it was taking longer than you had expected for us to answer the phone. We understand that it can be frustrating when we are unable to answer promptly. We would like to thank you for your understanding. Should you still require assistance, please reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help further, as although we may still require you to call we can give you waiting times. Alternatively, we do have a webchat facility found on our website and you can find further information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
“Terrible company do not insure your car with these I cancelled my policy with them as I no longer had the car and they continued to take my money out the bank even though I cancelled direct debit too but they still helped there selfs to £100 out my account which is theft and fraud I’m now sueing them for every penny DO NOT INSURE with them let’s make them bankrupt”
We are very sorry to hear that you have not received the level of service we aim to provide to all of our customers. We will be happy to investigate this and assist you further, if still required. Please reach out to us on 0333 321 9801 or you can also find further information at https://www.hastingsdirect.com/help/. If you would rather not call us, you can also send us a direct message on Twitter @HastingsDirect or on Facebook and we'll be able to assist you on there. Thanks ~ Cat
“terrible. will not insure my new car for reasons which will not be revealed, and i can't even add a complaint because convienienty the link won't work. terrible”
We’re sorry that you are unhappy with the service received and that you wish to raise a complaint. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml or, if you are experiencing issues, you can call us on 0333 321 9801 for an agent to help you. Once the complaint has been raised, we will be in touch after 5 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines. You can also find further information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
“you do not deliver on promises ignore your own complaints process and fail to correct IT issues. I have tried 3 times on lline and one telephone calll to get evidence of no claims discount and update my details”
We are sorry to hear you’re unhappy with how your complaint is being dealt with. If you have already logged it, please keep in mind it can take up to 8 weeks to resolve the complaint in line with the regulator's guidelines, but we often deal with it much faster than this and someone should be in contact within 5 working days. If you haven't done so already, you can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. In the meantime, if you do want a faster response or a faster way to raise this, you can contact our Complaints team on 0333 999 8904 and they will be happy to help you. Thanks ~ Cat
“Tried to add named driver via the app. Went through all questions, new named driver had no convictions or problems of any kind, full no claims then app said it could not make the change and I had to phone up. I phoned up, went through it all again and the change was refused. They could not tell me why only that they could not go ahead. Not very happy, will be changing providers come renewal time.”
We’re sorry that you are unhappy that we’ve been unable to offer cover. We calculate the price of our policies based on various factors, including your vehicle, address, drivers, personal details, etc. When we are unable to offer cover, it is often for a combination of the above and not a specific reason, which is why we are unable to determine exactly why the change was declined. If you would like to discuss this further, please call 0333 321 9801. Thanks ~ Cat
“Having received the renewal notice from Hastings Direct for my house insurance, I noticed the Debit card that I used last year to pay with had expired, so obviously the auto renew was not going to work on that old card number. Now you would have thought that a large Company that was supposed to be "digitally focused" would have the facility on their web site for you to simply amend your payment card details? Wrong. Firstly I had to ring Hastings, go through lots of options, press 1 etc etc before I got to speak to an adviser. She explained that as all calls are recorded, I couldn't read out my new card number, I had to type it in to my phone keypad. This I carefully did...It didn't work! We tried several more times, each time I did it very carefully checking the card number was correct...It didn't work. After four attempts, she decided to try hanging up and ringing me back. This we tried...it didn't work again. Next step, transfer me to a different advisor and try his computer. Guess what...it didn't work! Two more tries and eureka!!! It eventually worked and we completed the transaction. Total time on the phone, 35 minutes to update my card details. Now why oh why in the age when we can land man on the moon and send a spacecraft to Mars, can an Insurance Company not have a simple facility on its web site to update your details such as method of payment, new phone number perhaps? Its not rocket science. To the two lovely advisers whose patience was stretched to the limit, as was mine, may I thank you for being so polite and helpful. To the Hastings web site designer, may I suggest are different career perhaps?”
Hi David,
Thanks for your 4 star review!
I apologise for any trouble faced when resolving this issue. We really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service with our two advisors. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. ~ Tamera
“There are so many faults/flaws with their YouDrive policy, it is inaccurate and almost unachievable as it takes NO external factors into account. For example I live in and around very small, 1 car wide country lanes, I was consistently being marked low for sharp breaking. I have to break slightly sharply occasionally so I don’t plough into an oncoming car! Not to mention stupid little things like sharp turnings off a small roundabout, which are unavoidable and that If you don’t ensure it’s connect to Bluetooth EVERY drive you are marked down.
They cancelled my insurance with no notice because of this. Leaving me with the option to cancel immediately and have to pay a cancellation fee or to wait 3 weeks when they’d cancel it automatically and I’d get a small sum of my money back.
Extremely Poor consumer duty.”
We’re sorry to hear you’re unhappy with your YouDrive policy. It’s fine if your scores aren’t always at 100 – we just need you to keep it above 30. We do offer the ability to be able to dispute road speed limits via the app, but if you have any concerns surrounding things like braking or accelerating, please call our YouDrive team on 0333 999 8911 with further information and our team will be able to help you further. Thanks ~ Cat
“Awful customer experience. I took out a policy online but received no confirmation or insurance documents. I set up a MyAccount with the company but every time I tried to log in I got an error. I called them to chase as I was concerned the policy had not gone through. Staff were rude and unhelpful, giving me their personal opinions about the insurance company and the complexities and unclear terms of their shared driving data policy. This company tracks your mobile phone through a Bluetooth device and essentially data mine its customers to make money. When I canceled the policy, within hours of tacking it out, they charged me a set-up fee. Avoid this company!”
We’re sorry that you’re unhappy with your MyAccount and the terms of your policy, including being charged the non-refundable setup fee. The non-refundable arrangement fee is £20.00, and charging this contributes to various business costs such as customer service, maintaining systems, updating databases, and sending documents. All our fees are stated prior to purchase and are in our terms and conditions, but I do apologise if you weren't aware of this. We do also issues documents within 24 hours of purchase, but I'm sorry if you were unable to access them. If you still need any assistance, please visit https://www.hastingsdirect.com/help/. Thanks ~ Cat
“Check around for other insurance companies first these expect you to sauce your own parts the hire cars are not fit to drive and the bodyshop have great ways of testing vehicles kicking them or asking the customer to go out with dodgy breaks absolutely rubbish place”
Hello, I'm sorry to read that you had such a poor experience with our approved repairers and despite this your vehicle is being or has been repaired. If there are any issues, please reach out to our Claims Department at motorclaims@hastingsdirect.com so they can take a look at this for you. ~Theo
Hello, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
Hello Polly, we really appreciate you taking the time to share your feedback with us and it’s fantastic to hear you received such a great level of service. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks ~ Jodie
“asked for insurance to include as named drivers my daughter and her partner who live in Italy but come to England for a short holiday each year. Was told this was included and had given the administrator all the information on them. Paid the premium but on checking the policy online they were not included. Totally incompetent administrator who seemed more interested in rushing to get a deal than giving us what we needed”
Hello Kathryn, I appreciate the frustration this would have caused. Looking at the policy, there are 4 drivers which is the maximum amount allowed on the policy, however I apologise if the correct drivers weren't added. I hope that you have since been able to find suitable driver for the drivers. ~Theo
