“my car got hit outside tescos parking lot the other driver was at fault which he admitted i stated the truth when my car got hit i jerked to my right as i stated in my claim Gastings stated i siad i jerked from left to right which i did not state that i contacted my on line gp a few days after my accident because of shoulder and neck pain she advised it was whiplash but recommend at home neck and shoulder exercises which i have been doing and i still have issues with i had my examination with the insurance examiner he concluded in his examination report that i had sufferd whiplash and would recommend physio therapy but never mentioned it me all he told me he would send his report to the solicitors Hastings have falsified what I wrote in my claim they stated it was only a scuff mark accident which the Repair garage report states the whole front left door had to be renewd as they also told me. basically hastings has called me liar when everything is written by the repair centre and the examiner gp and was never refred to physio therapy.”
Hello, I'm very sorry to read about the injury you sustained and I hope for the best concerning your health. I hope that despite your review, some positive progress will be made concerning your claim and the repair of your vehicle. If you need to arrange contact with the Claims Department, please contact us on Facebook or Twitter @HastingsDirect so we can arrange this for you. ~Theo
Hi there, 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. ~Becky
“I have been with Hastings for the last 4years and never claimed, this week someone hit my car so I contacted the online claims form. Not getting a reply my wife rang them as the car needs sorting, she explained that I cannot speak due to throat cancer but their reply was because she's not on policy they couldn't speak about my account, they said get Chris to email us giving you permission, I have done but still can't get my claim sorted, the other party admitted it was their fault so should be straight forward, it's frustrating not being able to speak but luckily for them I didn't need to to take policy out
Chris”
Hello, I'm very sorry to hear about this and I hope for the very best concerning your health. I hope that you have since been able to arrange for your wife to speak on your behalf. If not please email us at customersupport@hastingsdirect.com so we can put this in place for you. You can also contact the Claims Department via email at motorclaims@hastingsdirect.com. ~Theo
“I had missed a payment (End of February), which i then paid on 4th March 2023. I then received an email in April saying that my February payment had not been paid, which I went back on providing evidence of the payment. I had two response's back on this - The first saying they never received the payment and the direct debit didn't go through, which I said was correct but I had paid via bank transfer( I then provided more evidence). The second email said that they did receive the payment, but couldn't tell me where it was allocated. I then got a text message from them saying if I did not pay this that they would have to report it to the credit company, even though this was in dispute. I then paid off all my outstanding balances as I did not want to deal with them anymore.
Whilst this was happening it went to the complaints department who took over 3 weeks to get back to me, after a second call saying she would come back in a weeks’ time! I then received an email saying the complaint is now closed because they haven't chased me for payments but failed to realize that I had paid it all off, because of the aggressive texts they had sent.
The names of the people who were supposed to help were; Jo (Senior Customer Care Specialist), Thandeka Skosana, Jaskanwar Singh, Naomi Anderson, Tamera Dambrauskas, Hannah Kingshott
Do not take your insurance out with these people, the most horrible customer service you can imagine. They do not care about you and will try and take extra payments when they can.”
Hello, I regret that you had such a poor experience with us and that the situation concerning the payment caused so much frustration. I apologise also if you didn't get the resolution you were hoping for where your complaint is concerned. Please remember that you can escalate this externally once it is closed with Hastings Direct. If you need to discuss this further, need any help with the policy or to have documents concerning this sent to you, please contact us at customersupport@hastingsdirect.com so we can help you. I hope that if you have left Hastings Direct, you have since been able to find suitable cover for your vehicle. ~Theo
“Disgrace, the service is rubbish. I cancelled my renewal today I was on an 11 month contract with a paid deposit first month yet they still want me to pay £32.00 to leave them. The renewal price was £531 for a low risk low mileage driver. They will write off a classic They will never keep me as a customer.”
Hello Mark, I'm very sorry to read about this. If you would like us to take a further look at the policy or the amount quoted to cancel, please contact us on Facebook or Twitter @HastingsDirect. ~Theo
“This has been my 3rd year with Hastings Direct and up until lately I've found them really great.
I own a Peugeot 207 SW, nothing flash just a standard estate car. Unfortunately the tailgate window shattered whilst i was driving.
I started a glass claim under my comprehensive insurance and after contacting National Windscreens...Hastings approved contractors, i was told that they couldn't get the glass so i would need to either go to another glass company or a scrap yard and find one myself. FIND ONE MYSELF...what happened to section 8 of my policy that states 'the company will repair or replace glass under a comprehensive policy'.
Basically I've been left to it and heard nothing else from Hastings.
What makes things worse is the trawling around trying to find phone numbers to contact the correct people, who clearly don't want to be contacted!
Hastings and I are done.”
Hello Lee, I'm sorry to read about this and I appreciate the frustration this would have caused you. I hope that you have been able to find the appropriate type of glass to aid with the repair of your vehicle. If you would like to raise a formal complaint concerning this, you can do so with the Customer Care Department here: https://www.hastingsdirect.com/help/complaints-form.shtml
Once again, I'm very sorry to read about the poor experience you've had during this claim. ~Theo
“Easy to navigate online policy but disappointed that there has been no confirmation or paperwork saying the policy is in force, no certificate of insurance has been received”
Hello Wendy, thank you for your feedback. Looking at the policy, your documents are sent to be delivered via email. If you would like a copy in the post, please contact us via Facebook or Twitter @HastingsDirect and we can arrange this for you. ~Theo
“I am on maximum no claims and have never claimed from Hastings. Yet my premium quotation for my multi-car policy has gone up by 60% this year with no explanation!”
Hello Martin, I'm sorry to see that the renewal isn't competitive this year. I can appreciate this can be frustrating. If you haven't already done so, please contact the Retention Department on 0333 321 9790 so they can take a look and discuss the price with you. ~Theo
“I emailed to inform that I am away and will install the app and Tab once I get back. The website kept sending me password reset and did not work. I explained to customer service but cancelled policy. Made 3 online complains but no one contacted me.
I don't think this company is serious in running business.”
Hello, I'm sorry to read about the experience you had and to see that the policy has been cancelled. Looking at the policy, I can see that a complaint is in place and has been logged for you. If you need to discuss this urgently, you can contact the Customer Care/Complaints Department on 0333 999 8904 so they take a look at this. I hope you get a satisfactory resolution to your complaint. ~Theo
“Hi guys' I needed to get a first home loan. The loan company requirements were a credit score from 600 upwards to get the loan, oh no! my credit score was stocked at 460 and I had no clue on what to do to increase my score I had no negatives or late payments on my report, I had 3 credit cards that I needed to pay off but weren't maxed out, I have a car loan and a student loan, but never missed a payment on one, I just didn't know why my credit was so low, I contacted TROVIANCREDITREPAIR@GMAIL.COM they helped me and I'm currently running on a 810, thanks to their great team”
“Absolutely disgraceful service! Had to make a claim and when ringing initially a young lad talked me through everything and seemed very nice but to the actual help the insurance company give is shocking. They have a company that collects the car but I was waiting 5 hours and they rang to say I’d be waiting longer they told me to leave the key under the car which I did due to them suggesting it and they left it over night till the next morning! I waited 7 months for my car to be fixed and I missed work and had to rely on other people and didn’t try to help to get a hire car or courtesy car at all. And would be on hold for hours at a time trying to get updates on the car. I Would not recommend Hastings to anyone!”
Hello, I'm very sorry to read about the level of service you received during your claim and for the length of time it took to resolve this. I hope that the claim has since been settled, however, if you need to contact the Claims Department, please contact us on Twitter @HastingsDirect or on Facebook. We'll do all we can to help arrange this. ~Theo
“I have been paying HD for 3 years now for my house insurance. without any claims.
when we do need to claim we follow the instructions of the loss adjuster and then HD give a settlement figure that is 45% of the cost of the repair. 4 weeks later i got a lady on the phone after 8 phone call attempts and she listened to my plight and amended the settlement fee. sadly it has taken soo long for this to be settled it me think why do we pay for insurance.”
Hello, I'm very sorry to see that this process took a lot longer than you expected and wasn't a straightforward process. I hope that this has now been resolved or is close to being the case. If you need to discuss this, you can email the team at motorclaims@hastingsdirect.com as an alternative to the phone. ~Theo
