“My son has just had his insurance cancelled without any kind of phone call to acknowledge he was no longer insured. Luckily he found the email in his spam folder. Despite having previously had a near perfect driving score the insurance was cancelled because he didn't take his car to University and because it was sat on the drive for 4 weeks so there was no driving data. Rather than confirming why this was the case Hasting just cancelled his policy meaning now we have to pay even more than the ridiculous £800 a year for a 1L Corsa as we now need insurance immediately and have to disclose that we have had insurance cancelled. A simple phone call would have solved this and meant they could have continued to rob us of £150 a month while the car was sat on the driveway”
Hi Steven,
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 an email 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,
Nicole, Social Media Team
“Beyond awful. Cancelled policy by email and no other contact received. Oblivious to the cancellation. Told I set my preference as email but I disagreed and requested proof and this has not been provided. Awful treatment of customer”
Hi Paul,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled.
We always let our customers know in advance why we need to cancel a policy. You should’ve received a letter or email, depending on your preference, explaining the reason and the date we’d cancel it from. We’re sorry if you didn’t get these.
If you would like to discuss this more, please send us a message on Facebook or X (formally Twitter) and we would be happy to look into this for you.
Thanks,
Nicole, Social Media Team
Hi Krystian,
Thanks for your review, we’re sorry to hear you’re unhappy about our fees.
We appreciate no one wants to be charged fees but, like most other insurers, these cover some of our business costs - like the costs of staffing our contact centres, managing your policy, creating and sending documents and maintaining and developing our systems.
We try to keep these in line with everyone else and make it as clear as possible how much these fees are and that they’re non-refundable. ~Theo, Social Media Team
“I had an email this morning to say that my car policy had auto-renewed. I've not had any email prior to this to say my policy was due for renewal. I looked at a comparison site and found a cheaper deal elsewhere so called Hastings Direct to cancel my policy. I have been charged £20 "arrangement fee" for the policy to be cancelled as they'd already set up my new policy (even though it only renewed today). I think this is quite off-putting and means I won't consider using Hastings Direct in future.”
Hi Louise,
Thanks for your review, we’re sorry to hear you’re unhappy with your policy renewing automatically.
All policies are set to automatically renew unless you tell us. We do this so you’re never uninsured and so that if you forget to give us a call, you can still legally drive.
You can remove the auto-renewal from your policy at any point during the first eleven months of the policy. This can be done on the app/online account or by calling the Renewals team on 0333 321 9790. Information concerning this is shown in the very first set of documents that are sent to you. I'm sorry if this wasn't seen. ~Theo, Social Media Team
Hello Adrian,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and that we couldn't offer you a more competitive quote.
If you contact the Renewals team, they may be able to improve the price that was quoted. They can be reached on 0333 321 9790 and would close at 7.00pm. I hope that you are able to find the best price for your insurance soon. ~Theo, Social Media Team
“Frustrating that I can't score them lower than a 1. Young drivers please avoid at all costs!!! They cancelled my policy and didn't even given me a days notice. Their reason was because they had not received any driving data from me whilst I was abroad on holiday... they didn't receive any data because my car was stationary... outside my home.. not being driven!! All I was sent was two texts, to say there "may" be an issue with "some" of my driving data- and it was therefore down to me, to call them whilst I was away to let them know why they weren't receiving any data. Unfortunately I didn't even receive their emails/notifications, because I was away with no WiFi or service. No empathy when you call, just immediately told there's nothing else that could be done. From speaking with friends and family, this isn't the first time they have pulled this kind of stint- a friend of mine had the same thing happen, and was made to pay a hefty cancellation fee- they then offered to reinstate her policy for another hefty fee! Please, please shop around and avoid this insurance company at all costs.”
Hello Abi,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy and to see that this has been cancelled.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We make sure our terms and conditions are clearly stated before you buy a policy online. This includes the need to share your driving data with us through the app. If you will not be driving the vehicle for an extended period of time, the Telematics team will need to be informed so that they can put measures in place to prevent the cancellation.
I'm very sorry if this information wasn't seen and I hope that you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
“If I could give these cowboys a 0 I would …avoid avoid avoid, biggest jokers in the insurance game, has my van stolen, had to jump through hoops, low balled me with the estimate then told me I could add a new vehicle onto the policy to replace the old one as I had paid for my policy in full, then to be told over 2 different vehicles they would not be able to cover and that I wouldn’t be entitled to any refund of the policy. Beware ! Do not use this company.”
Hello,
Thanks for your review, we’re sorry you weren’t happy with the service you received 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.
We get to this valuation figure by using various valuation tools that help us get a fair market price, specific to your vehicle’s make and model. We’re confident what we’ve offered is fair and that we’ve taken the necessary steps in valuing your vehicle.
If you can provide evidence that justifies why we should’ve given you more or you’d like to discuss this further or have any questions, give our Claims team a call on 0333 321 9800. I hope that you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
“Read the critical/1star reviews on trustpilot to discover the trend of dysfunctional processes, broken 3rd party agreements, appalling standards and no customer protection!
Review:
I chose Hastings Direct based on competitive pricing and positive reviews, but after three months of dealing with an unresolved claim, I strongly urge potential customers to read the critical reviews. My experience has exposed a pattern of broken promises, poor business practices, and a complete lack of customer care and consumer protection from 3rd party appalling businesses.
Here’s what I’ve encountered:
1. Three Months with No Resolution:
My car went to a bodyshop recommended by Hastings Direct and came back with even more issues. The panoramic roof was improperly fitted, and new electrical faults appeared immediately. Despite providing dealership reports, video evidence, and timestamps showing when the faults occurred, Hastings has ignored this evidence, choosing instead to side with a bodyshop that has failed to take responsibility or provide any evidence.
2. Dismissive Claims Team:
The claims team’s approach has been borderline aggressive. Whenever I call for updates, I’ve often been left on hold for an average 30-40 minutes with no real answers,
few times reached 2 hours —just excuses that feel like attempts to push me away rather than help. The dismissive attitude and lack of transparency have been exhausting. You really can't have a daily job if you want to keep chasing, which you can't help thinking is it deliberate to push me to giving up!
3. Irrelevant Solution for My Complaint:
I filed a formal complaint on 27 August, which was upheld, but Hastings offered only financial compensation—something I made clear wasn’t a solution. I don’t want money; I want my car back on the road. Hastings has ignored this, continuing to delay meaningful progress and leaving my family without our primary vehicle. I have now escalated the case to the Financial Ombudsman Service (FOS), which is ongoing, as I am left without a resolution even after all this time and effort.
4. False Promises and Mental Exhaustion:
Despite Hastings agreeing to send the car the dealership to refit the panoramic roof and rectify the damage their recommended bodyshop caused, I’ve been passed between customer relations, the repairs team, special repairs team, Vizion Network, and independent engineers
- Hoopers, with each department promising a resolution that never comes and some claimed not being involved - basically pass the parcel. This cycle of false hope followed by disappointment is mentally exhausting and feels like harassment. Every glimmer of hope is quickly dashed by further delays and excuses.
5. Ignored Evidence and Lack of Accountability:
Despite clear evidence—including dealership reports, video footage, timestamps and offering further evidence from Cambridge University car park security team—Hastings continues to side with the bodyshop’s unsubstantiated claims. The lack of accountability and protection for the customer is disturbing. Instead of taking ownership, Hastings appears to be relying on broken business agreements with loopholes that put their own interests over the needs of their policyholders. I struggle to understand why 3rd party agreements become my problem and oppose Hastings when my policy is with Hastings - it's ridiculous.
*To the Social Media Team of Hastings Direct*: If you genuinely want to help, don’t suggest that I “get in touch” or “reach out.” I have tried and exhausted everything. You already have my details (name and summary from the feedback). Instead, try expediting this case if you’re serious about addressing my complaint. Otherwise, your response is just as unhelpful as the rest of my experience with Hastings.
I’ve also raised further escalations, and this isn’t the end of it. Once I have outcomes from these additional efforts, I’ll update this review to keep others informed. In the meantime, I’m prepared to share this story with the media (Guardian Consumer Affairs, BBC Watchdog, Money Saving Experts, etc) and take further action if necessary.
Bottom Line: If you want an insurer that’s actually there when you need them, avoid Hastings Direct. This experience has been more mentally exhausting and disappointing than I could have imagined, and after three months, I’m still without a resolution. If we didn't have a second car, our life would have been completely stopped. We live in a village 8 miles from the nursery and my wife's workplace, and I work in London. We’ve had to ration medical appointments, miss some, and skip over two months of business-critical travel. Staff keep apologising—which loses meaning when it’s repeated without real progress. After months of broken promises and pass-the-parcel delays, I am simply asking for my car to be properly repaired and back on the road.”
Hello Anas,
Thanks for your review, we’re sorry to read about the poor overall experience you've had and to hear the outcome of your complaint isn’t what you’d hoped for.
Before making a final decision, we investigated your complaint thoroughly to make sure we covered everything.
I hope that the steps you have taken to raise this with the Financial Ombudsman provides you with the outcome you were hoping for. Alternatively, if you’d like to discuss the outcome or anything else relating to the complaint, please call our Complaints team on 0333 999 8904. I hope that some positive progress can be made concerning this soon and that your vehicle will be returned soon. ~Theo, Social Media Team
“We have had home and contents insurance with Hastings for several years. We have never had a claim since moving into the house in 2006. However, this year Hastings decided they were not going to continue insuring us, in spite of us living in a village with zero claims.
To add insult to injury their Director of Operations, Jennifer Baldwin, has subsequently written saying they were sorry that we were leaving them! So seemingly there is little communication across the business.
Just another example of large companies treating their customers with utter contempt.”
Hi,
Thanks for your review, we’re really sorry we couldn't offer you a renewal quote. We consider all your policy details when working out a price and on this occasion we’re unable to offer you one. Also, this doesn’t mean you’ve been refused insurance, so when you shop around, make sure you answer ‘No’ to that question.
I will pass your feedback concerning the wording of the letter you received to the relevant department so this can be reviewed as a I appreciate the need to be technically correct.
We hope we can offer you a price in the future. ~Theo, Social Media Team
Hi,
Thanks for your review, we’re really sorry we couldn't offer you a renewal quote. We consider all your policy details when working out a price and on this occasion we’re unable to offer you one. Also, this doesn’t mean you’ve been refused insurance, so when you shop around, make sure you answer ‘No’ to that question.
We hope we can offer you a price in the future. ~Theo, Social Media Team
“Hastings Direct youdrive
I switched my car insurance to Hastings Direct. They offered the best price using youdrive.
Within a few working days the little grey box arrived. I followed the easy set up instructions and stuck the box to my windscreen. Held it for a minute to help adhere, but it fell off straightaway!
The sticky pads were barely sticky. I tried again, surely the pads would work? No, they didn't, no matter how hard I pressed etc. So I put a command strip on and hurrah it stuck to the windscreen... For 5 mins then fell off on the dashboard whilst I was driving.
I contacted live chat and their solution? Sellotape to my windscreen. I said this will look awful. I was told this was the only remedy. Absolute joke! I have 20 years driving and 15yrs no claims, never had any points on my licence or motoring claims for at least 10yrs, and that was another driver rear ending me. I was keen to see what my driving score was and it didn't bother me to have a box in my car. But I can't even get it to adhere to the windscreen (the only option offered by the live chat person). So now it's just a headache I don't need.”
Hello Lucy,
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 hope that this ca be resolved soon and a solution can be found to attach the device. If not and the policy proves to be frustrating as a result, you can explore the other options available by contacting the team on 0333 999 8911. Maybe they can consider a replacement in light of these issues. ~Theo, Social Media Team
“False advertiseing springs to mind. You do not make it clear from the very start through insuring with you means you'll need to have a black box fitted. That is until it arrives at your door the next day.
My advice would be to make it clearer to the customer and not hidden in the small print.”
Hi,
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 ask that you read the terms before you buy the policy and we apologise if this wasn't very clear when the policy was being bought. We'll pass this feedback to the relevant department so that it can be reviewed.
If you’d like to check out our other insurance options, head to our website or give the team a call on 0333 321 9801. We would be happy to help you. ~Theo, Social Media Team
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.
If you would like to discuss the price, please contact our Retention team on 0333 321 9790 and they can take a look at this for you. ~Theo, Social Media Team
“Terrible service website doesn’t work properly and when I tried to ask to transfer my cover to a new property they wanted a 69% increase and to tie me into a new contract for a year. To cancel my existing contract was 35 pounds which they reduced to 12 pounds even though I would no longer be using them . Typical bullying large corporation that doesn’t really care about their customers”
Hi Matt,
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.
I appreciate the frustration any increase can cause and I hope that you are able to find suitable cover for your new home soon. ~Theo, Social Media Team
“If I could give 0 stars I would! We had our flat roof ripped off by winds which resulted in terrible rain damage in our loft bedroom, water pouring in through the ceiling from the rain, and they wouldn't pay out!!! And noone even came to assess!! Disgusting, why do people bother having insurance!! We have had to pay out thousands of pounds to have a new roof, new ceiling, new carpets, new furniture and so on.
DO NOT USE HASTINGS!”
Hi,
Thanks for your review, we’re sorry you weren’t happy with our service and to hear about the damage to your home. I hope that repairs can be made soon.
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 team on 0333 321 9801 so we can pass this to the underwriter of your policy. You can also raise a complaint directly on our website here: https://www.hastingsdirect.com/about-us/customer-complaints. ~Theo, Social Media Team
“Phoned to say that I wanted to cancel my car insurance with one month left to run told it would cost £45. With refund of one month, I paid a full year in advance, I was told i would need to pay £3 in any event, because i couldn't allow the policy to expire naturally. Like most companies its almost impossible to correspond with them. ABout to complain to the insurance regulator.”
Hi,
Thanks for your review, we’re sorry to hear you’re unhappy with the cost of cancelling.
When a policy is cancelled, we make sure to only charge for the exact numbers of days the policy has been opened for, and for any fees that apply.
You can find a breakdown of the costs of your cancellation (how much you’ve been charged compared to how much you’ve paid) in your documents.
You would need to raise a complaint internally before referring to the regulator. If you haven't already done so, you can by giving us a call (on 0333 321 9801), sending us a letter or filling 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 having representatives from Hastings ring me up making contact with me apologising over their client finally letting them know about an accident she had in hitting my classic car admitting fault many days previously they appeared to be wanting to be helpful in helping me & i explained was waiting for my insurance company to decide what was happening with my car & it was suggested they would be in contact with me at a later date over the injury side of things.So as i've just found out my Mustang is to be written off i decided to ring Hastings up again to updated them this afternoon & to ask about the injury side of the claim. I have to say right from the get go the person i spoke to was very unprofessional not very caring or understanding,i was only in contact today from advice given from my very mature insurance broker in approaching Hastings about injury involved, i'm still feeling rough from having mild concussion & whiplash.Just couldn't believe how i was spoken to from Wesley or Wes as he was prefered to be known. It wasn't nice as & found i had to end the call because of his obnoxious behaviour very unpleasant manner & unprofessional in not listening to a conversation, i did expect better given the first contact i've had with Hastings earlier from this accident claim. Disappointed.....
Date of experience: 23 October 2024”
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.
If you believe that this claim has been poorly or incorrectly handled and you want to make a complaint, 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
“HastingsDirect is a joke of a Car Insurance. I’ve only bin with them for a month and they cancelled my insurance already. You get a tracker if you break to hard you lose points if you take of to fast you lose points. I’ve had letters and emails saying if your score goes below 30 we will cancel your insurance. So if a dog runs out in to the road and you break hard they will punish you by losing points. And cancel your policy. My advice don’t get Insurance with Hastings it will do your headin. If you break too hard you’ll get a letter if you go off too fast you’ll get a letter the company a joke it really is. Go with Tesco’s, Insurance it’s the same price and you don’t get no stress”
Hello,
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, please call our YouDrive team on 0333 999 8911 so they can take a look at the policy for you. ~Theo, Social Media Team
“I have been 3 year hasting direct insurance, when someone accident my car two time and show to proof video clip all done and I have been told hasting BSL video call or intpreter sign language they are no bring sign language or video. I have been invest hasting direct is more expensive and rip off. Hasting direct look greedy and more money its was not fault accident. I have been experience hasting direct never support sign language I use behalf with my dad phone on insurance I give hasting direct one star and very expensive triple price RIP OFF”
Hello Mubeer,
Thank you for your review, I'm sorry to read about the experience you've had during your claim and if you have not received the level of customer service you deserved. I appreciate you are unable to call, however, are you able to send us an email concerning what you require? You can do so at motorclaims@hastingsdirect.com or you can send us a message via Facebook or X (formerly Twitter). ~Theo, Social Media Team
“Error in direct debit number has led to written letter in the post stating I’m in breach of contract. No payments were behind - there’s no need for such a tone post taking out an agreement a phone call or letter merely asking customers to check and correct would be a nice first step. No need for escalations.”
Hello Vanessa,
Thank you for your review, I sincerely apologise if the tone of the letter has caused some offence. Regulations from governing bodies have been put in place that urges us to be as upfront and clear as possible concerning any written communication and the outcome if certain actions aren't taken.
I appreciate however, that the tone can cause distress to some customers and we're happy to feed this back to the relevant team. Please contact us on 0333 321 9801 if you need any help with this correction or change. ~Theo, Social Media Team
