Hello, I'm very sorry if you didn't receive the level of customer service that you deserved. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. ~Theo. Customer Care
“I had an on-line policy with this company, I am changing my vehicle so I needed to change my insurance, I rang them only to be told they couldn't do anything about it as I had an on-line policy and I have to do everything through my on-line account, even though it states on their web site to PHONE them to see if they can better a quote from another company. All I could do was what they said so I decided to use another company who are over £120 cheaper. Hastings obviously don't want my business, they don't honour what is written on their own web site so don't bother using them”
Hello, I'm very sorry to read about this. We should still strive to assist you even if you have an online policy. I can appreciate the frustration this would have caused and I understand looking elsewhere for your cover. Going forward, we do have a number of platforms you can contact us as an alternative to the phone. You can email us at customersupport@hastingsdirect.com or send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. We'll do all we can to help you. ~Theo, Customer Care
“Hastings Reviews has still not repaired my vehicle, which their customer drove into, despite five months passing by! They claim I have not been contactable but I have kept all the emails, which prove I have been emailing regularly - eight times in fact between the 11th March and the 25th April! Most of the time, I was asking when my van would be fixed as it was a long wait! I have even made an official compliant to Hastings and forwarded these emails and they have denied my complaint and said they would do the same again! Financial Ombudsman it is then!!!”
Hello, I'm very sorry to read about the delay concerning your repair and to see that you didn't receive the outcome you were expecting concerning your complaint. You are of course entitled to escalate this further to the Financial Ombudsman and I hope that you get the outcome you are hoping for there. I hope that you have also received contact from the complaint handler following your latest email. If not, please send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook so we can help you further. ~Theo, Customer Care
“Their youdrive policy looked good at the start. Great price and good idea in principle.
But my driving data showed spikes of harsh braking. I live in a busy city, people pull out on me all the time...I have to brake to prevent an accident.
Then, I get an email to say my data had stopped and to check my phone settings.
Emailed back, settings all correct, 10 emails later, I suspect their 'tab' faulty. No light when pressing the link button.
No bluetooth on the tab. Asked about 4 times to order a replacement tab, even if that meant a charge for a new tab. But no, they refuse. So, I'm driving around with no data sharing. I'm now being told, due to lack of data my insurance will be cancled.
Finding insurance at this stage is costing me over 4000 pounds. DO NOT WASTE YOUR TIME OR MONEY.
I can't afford this mess!!
Going back to bymiles.”
Hello Tom, I'm very sorry to read about the poor experience you've had while insured with us on your Youdrive policy and to see that this has resulted in the policy's cancellation. If you wish to raise complaint concerning this, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
“Insultingly high car insurance renewal quote. More than £800 increase from the previous with extra year no claims. Went and got quoted less than half what Hastings offered me. Say you can manage everything in the app but you can't cancel your autorenewal from there, have to ring them and wait half an hour to connect. Waste of time.”
Hello George, I'm sorry that we were unable to offer you a more competitive renewal price this year. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/.
Please note, You can read about automatic renewal in your terms and conditions, as well as find this in the very first document that is sent to you during the policy’s cooling off period. This document will inform you how to remove the auto-renewal and this can be done by the customer online at any point during the first eleven months of the policy. This means you wouldn’t need to call in the final month to arrange this.
If you would like to discuss this further or need any help with your policy, please contact us at customersupport@hastingsdirect.com so we can help you. ~Theo, Customer Care
“The worst car insurance company I have ever been with. Just received my renewal quote and it’s gone up by over £1000. I have now been on hold to them for over an hour to cancel my renewal as I have found insurance £1500 less. They take money from you for the slightest thing and don’t even tell you. They are a rip off. Don’t insure with them. You will regret it.”
Hello, I'm sorry that we were unable to offer you a more competitive renewal price this year. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/.
I appreciate also that the wait to speak to the advisor can be frustrating, especially on the weekend when there are a reduced amount of advisors available. Going forward, you can send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook as an alternative to the phone.
Thank you for having been insured with us and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“Took our money then demanded proof of drivers licenses, no claims etc. this went on as our ‘evidence’ wasn’t good enough. Wouldn’t confirm that we were insured until the images were to their liking.
Tried to add a temporary driver for one week and got told they couldn’t do it and wouldn’t tell us why.
Won’t be insuring with them again upon renewal.”
Hello, I can appreciate the frustration that can be caused by the validations process. I'm sorry that you had such a poor experience during these checks. Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We need the information to make sure an insurance policy is valid, fit for purpose and that there is no chance that you are not covered in the case of an accident or claim. This check can be done at any point in the policy.
If you believe that this was incorrectly handled and if you wish to raise a complaint concerning this, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. ~Theo. Customer Care
“I spent an hour filling in website forms to compare to my current quotation for multi level cover. I then had a message telling me I couldn't be provided with a quote on line so to call a number. After 15 minutes on hold I was told I had to be transferred to another department, another 20 minutes later on hold I was told one of my cars wouldn't be accepted - I have no idea why, 13 years no claims, other quotations provided and no motoring convictions. That is about 1 hour and 40 minutes of my life I am not getting back!”
Hello, I can appreciate the frustration this would have caused, especially to feel that the time spent trying to get a quote was wasted. I'm sorry that we were unable to offer you cover this year and I hope that you were able to find suitable cover for your vehicle in the end. ~Theo, Customer Care
“In essence there was a communications breakdown - Hastings have auto renewed even though we have another policy in place. Having realised that Hastings have now taken our monies contact was made to get a refund. They won't refund all of keeping £20 as auto renewal fee..... really ??? I don't automatically agree to the auto renewal for that very reason - yet because we haven't spoken to them direct - they have taken it anyway. no goodwill whats so ever .......”
Hello Nick, I can appreciate the frustration that this can cause. The law says any car on the road must be insured. To be certain our customers stay insured on their renewal date, we automatically renew their policies unless we're informed not to do so.
You can read about automatic renewal in your terms and conditions, as well as find this in the very first document that is sent to you during the policy’s cooling off period. This document will inform you how to remove the auto-renewal and this can be done by the customer online at any point during the first eleven months of the policy. This means you wouldn’t need to call in the final month to arrange this.
If you would like to discuss this or need any help with your policy, please contact us at customersupport@hastingsdirect.com so we can help you. ~Theo, Customer Care
Hello, I am sorry to hear that you are not happy about the renewal pricing. If you call our renewals team on 0333 321 9790, they can look into the pricing for you, and if you have a price elsewhere, you can let them know, and we shall do the best that we can. ~ Nicole, Customer Care
“I had a renewal notice. I phoned because it had gone up by 28%. Customer service checking if they can do anything. Went through property details. Asked how many rooms, I queried what do they count,
' It's anything with a door'
So my empty porch, my spare toilet, my conservatory and my hall they all have doors?
'We don't count the toilet if it's just a toilet'
So are you you counting the empty porch, and the hall?'
'I don't know, I'm not advisory you have to tell me'.
'Just tell me which rooms you count, it's a lounge diner, 2 beds I bath, a spare toilet and a conservatory.'
'Do you accomodate anybody in the conservatory?'
'Eh? It's a conservatory, you know, a sun room. You sit in it.'
'I can't tell you what we count, you have to tell us how many rooms'.
'It's a two bed bungalow with a lounge diner, a spare toilet and a conservatory - you are the insurer, you tell me what you count.'
And round and round we go.
Forget it, you are setting me up to have problems before we start.
I ring complaints dept - all she will do is put me back to customer service to get another agent. No thanks.
More than 9 years with no claims, always buy the most inclusions I can get, you do not deserve my business if you cannot answer a simple question relating to my given and legally binding information.”
Hello, I am sorry to hear this has happened to you. We count every room in a house, including bathrooms and conservatory's, we just do not add a toilet only as a bathroom on the room count. You can look at raising a complaint in regards to this if you wish, and it will be investigated for you. You do not have to ring to log a complaint, you can do this on our website using a form, or contact is through Facebook or X (formally Twitter). Nicole, Customer Care.
“The absolute worst insurance company. If I could give -10 stars I would.
I’ve been with Hastings since 2019 and I’m outraged by their complete incompetence.
I called them up to make a very standard adjustment of changing my car and adding a driver (one with over 10 years experience and never had any claims or convictions) not only did I have to spell this drivers name and license number 7 times (very simple easy to spell name) but then told ‘the quotes been declined we can’t add the driver’ when I asked why I was then told ‘we cannot disclose this information’
When I asked to speak to a manager I was then told ‘they’re only going to say what I’ve said’ absolute number one rule of customer service is you never argue with a customer who has asked to escalate something.
Finally get through to a manager and granted not much help, said computer says no basically!! So I’m forced too cancel the policy but am made to pay a cancellation fee for something that’s completely out of my hands!!! Disgusting to be told there is no movement on this fee- complete rubbish. I’ve worked in the insurance industry for 10 years I know there’s movement for certain circumstances.
Anyway, after I cancelled I went on compare the market to get a new quote and guess what!!!!! A quote appeared from Hastings direct, so clearly i was right and someone had put in the wrong information and I’ve lost a years no claims bonus, a cancellation fee of £37 and a deposit for a new policy with someone else for £60 for absolutely no reason whatsoever
I will be putting a formal complaint through to this company for the money I’ve lost from their mistake.
I will never go back to Hastings and will be telling everyone to avoid them.”
Hello , I'm very sorry to read about the poor experience and to see that you didn't get the level of customer service you deserved. I appreciate that you will be raising a complaint concerning this. If you haven't already done so, you can by visiting www.hastingsdirect.com/about-us/customer-complaints or calling us on 0333 999 8904. When we’ve logged your complaint, we’ll get back to you within five working days. You can find further information about this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
Hello, I can appreciate the frustration this can cause and I'm sorry that the terms and conditions of the underwriter aren't able to cover your requested modification. If this is something that you would like to add to the vehicle and need to cancel the policy as a result, please let us know. You can continue to speak to us on X (formerly Twitter) @HastingsDirect or on Facebook. ~Theo, Customer Care
“Went through all the time taking rigmarole of drivers numbers etc, only to be told that we can't provide a quote at this time. What a total waste of time and next time I won't bother. Service isn't good.”
Hello, I'm very sorry if we were unable to provide cover for you on this occasion. When we work out the price of our policies or if cover can be provided, we consider various things, including your vehicle, address, drivers and personal details. On this occasion, it seems we can’t offer cover based on a combination of the above. I can appreciate the frustration this can cause and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“Disappointing call line. Tried to contact home insurance for a quote on 3 different occasions and hung up after waiting for over 20 minutes on each occasion for someone to pick up the call!!!! Gave up in the end and will look elsewhere.”
“300-12-025659
So a Hastings policy holder writes my car off...
My vehicle is a personal lease where the registered owner is the finance company and the keeper is me
My finance company wanted £21k to settle and the market value of the Vehicle is £25k
I've made 19 payments of £334 plus a £3k deposit for the vehicle in question and Hastings have stated that because I'm not the keeper I am not owed the £4k difference meaning I have lost the £3k deposit paid plus the deposit I've had to pay on a new vehicle of the same value after the HASTINGS policy holder wrote mine off!!
What kind of insurance company is this? A cowboy one it seems
Do the right thing Hastings or I'll see you in court!”
“I have had my car converted to LPG and duly told Hastings Direct as this is a change to my policy, sadly I was dealt with by someone who knew nothing about LPG and so she cancelled my policy, I have now insured myself with a company who have a system which understands cars!”
Hello Robert, I'm very sorry to read about the poor experience you've had and to see that we were unable to provide cover for this change. I appreciate the frustration this has caused you. I'm glad you were able to find suitable cover for your vehicle and thank you for having been insured with Hastings Direct. ~Theo, Customer Care
“Very poor experience today with extremely rude staff who kept taking over me while I was trying to ask open questions about why it had taken them 6 months to check a detail on my policy then come back with additional costs basically holding me to ransom as a customer (wow not in a good way!!!) I was shocked at the level of complacency and lack of care when all I wanted was a clear explanation, I was basically told if you don’t like it make a complaint (which you then have to register with the same employee you had poor service from) seeming like a great way to cover up poor communication and poor service closing ranks! I intend to formally write to the CEO and insurance ombudsman.”
Hello Edward, I can appreciate the frustration that can be caused by the validations process. I'm sorry that you had such a poor experience during these checks and that the advisor didn't provide you with the customer service you deserved.
Our New Business Review team pick a handful of policies at random, checking all details and updating them when necessary. This is our standard business practice and we apologise if you weren't aware of this. We need the information to make sure an insurance policy is valid, fit for purpose and that there is no chance that you are not covered in the case of an accident or claim. This check can be done at any point in the policy.
If you believe that this was incorrectly handled and if you wish to raise a complaint concerning this, please visit www.hastingsdirect.com/about-us/customer-complaints or call us on 0333 999 8904. This can be done as an alternative to doing so with the advisor. When we’ve logged your complaint, we’ll get back to you within five working days. You’ll find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“What a disgusting company you are, stoping my lads insurance just like that, only had 2 months to go for his second years no claims, lost that, tried to speak to someone, no joy, I would stay well clear of this company, 0 out of 10.”
Hello Steve, I'm sorry to read about this and to see that your son's policy has been cancelled. I hope it has been disclosed why the policy has been cancelled. If this has not been explained or if he needs to discuss this with us further, he can email us at customersupport@hastingsdirect.com and we'll do all we can to help. I hope that he can find suitable cover for his vehicle soon. ~Theo, Customer Care
