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
“My insurance was fine when I was driving without an issue, although I did have a couple of issues with the black box telematics monitoring.
But my main issue starts when I had a claim. I was told that my car was going to be assessed and I would hear back from them by the end of the week. Three weeks later and I have had to make two more calls to chase up my valuation. (All members of staff that I have contacted have been great, my issues are not with them). Awash in third party sites and a labyrinth of links to click to finally find my valuation and I can't even get to it because the third party site doesn't work. At every point I have thought it would have been easy and sorted only to find more issues.
I am sure that it would have been fine if I would not have been involved in an accident, but being without a car and being pushed around the gumball machine of a major insurance company is not what I thought when I began my insurance with Hastings.”
Hi Nat,
I'm sorry to hear you've had a negative experience and for any inconvenience or frustration caused. I hope this has since been resolved, however, if you have any other queries then please contact us at socialmedia@hastingsdirect.com.
~Lillie
“Unfortunately, I didn't have a great experience with Hastings due to the only two times I had to contact them.
I had to make a claim due to an accident caused by a stray deer. It took 4 months from initial communication to finally repair the vehicle. The third party allocated to my repair was actually beyond useless and failed to even respond to the body shop for over 8 weeks.
I had to raise an "official complaint" to get the ball rolling on the above and I used my time to arrange repairs, courtesy cars and communication...I specifically opted for above essentials so I could relax from doing this, in the end it was moot.
I needed to update my insurance due to moving over to an EV...Hastings decided that £1700 a year for a driver with 10 years experience and 6 years no claims. To paint perspective, the average quote I was receiving on animal based comparison sites came to £600.
If the price was only 10% higher, with Hastings, I would have continued to use them without any qualms. I contacted support to understand why the price increase was unfathomable and if it could be reduced, I was unsuccessful with this request and ultimately had to cancel.
Finally, upon cancellation I am then charged a £45 cancellation fee...it's not crippling but is completely immoral and borderline extortion. Since Hastings can "technically" provide me insurance, at a staggering price, I am the one that has decided to cancel and therefor I have to pay the penalty.
Yes, I should "aLwAyS ReAD tHe CoNtRaCt", but why do we have to go to such efforts as a customer just to receive adequate and morally correct service from these monopolistic multi million pound conglomerates? It's insanity.”
Hi Luke,
I'm sorry to hear you've had a negative experience and for any inconvenience or frustration caused. I can see a complaint has since been raised and will therefore be reviewed as soon as possible.
~Lillie
“First of all, after contacting them, was waiting for answer, for chat with customer service for good 5 minutes, then being asked to hold for some time and after god another person on phone to begin again my problem to be solved.Being so cheeky about prices on phone, was changing some details on insurance , and price went up for 100, were trying to tell it’s because of area, when it wasn’t, don’t really get them, I think you should appreciate to work with customers who have over 7 years NCB. Of course did cancel my insurance and found straight away insurance from another company much cheaper .”
Hi Albert,
I am sorry we were unable to offer a competitive price. We rate on a number of different factors, and amendments to your policy can lead to a change in premium. I hope we can offer a more suitable premium at renewal, and regain your custom.
~ Jaskanwar
“I had chat with HastingsDirect staff for 59 mins no one can’t give me final destination,they are transferring each other for to make a decision,but nothings happen they advised me call them again on Tuesday my blood pressure was raised up to 200/99 and heart rate was 97”
Hi,
I'm very sorry to hear this was the case and for any inconvenience or frustration caused. I hope someone has since been able to help with your query, however, if not or you have any other questions then please don't hesitate to contact us at socailmedia@hastingsdirect.com.
~Lillie
“I have been attempting to renew my insurance which has lapsed. I was told online is quicker. But you have been working on it, but not bothered to update me.
My car is a Ford Fusion Zetec Auto”
Hello William,
I'm sorry to read about this and I hope it has since been resolved. If you need an update, please contact us at socialmedia@hastingsdirect.com so we can take a look for you.
~Theo
Hi Henry,
I can see your policy and MyAccount are active and your documents were issued on the 8th of April. I apologise if you had any issues when setting this policy up and for any inconvenience possibly caused.
~Lillie
Hi there,
Your documents are currently set up to email, which means all of your documents are available on your account to view and download by logging in online. I have sent out paper copies for your policy, and you should receive them within 5 working days - if you would like to switch to postal documents instead of email please contact us and we can update your policy so that everything is sent to your address in future.
~ Sian
“You emphasise how easy it is to access your website, and view policy documents. It is not easy, and to date I have been unable to view any documents.
Please send copy documents to my email address or by hard copy. Thank you.”
Hi there,
So sorry to hear you have been unable to view your documents online. If you have had a previous policy with us, and used the same email address - unfortunately this function will not work as our system will not allow two separate accounts with the same email. Please contact us if this is the case, so we can update your email and resolve the issue you are experiencing.
In the meantime, I have sent out paper copies of your welcome pack - which includes the certificate of insurance, via post and you should receive these within 5 working days.
~ Sian
Hi there,
So sorry to hear this. I have checked your policy and can see these were sent to your email, and should be available to view in the app. I have had a copy sent out by post as well for you, you should receive them within 5 days.
~ Sian
“Getting in touch with a person to discuss a question is a frustrating game of hide and seek.Website/MyAccount did not provide the answers and then 12mins of pressing buttons to eventually get to speak to someone.Only to be told they couldn't help me.Very poor customer experience.”
Hello,
I'm sorry that you struggled to get the help you needed and I hope you have been able to reach an advisor since your review. If you still need some help, please contact us at @HastingsDirect or on Facebook. We'll do all we can to help you.
~Theo
“Not bad unless you access the webchat, I have just received the worst customer service in 10 years. Complete waste of 45 minutes, no where near getting an answer, abrupt and impolite, contradicted themselves and the colleague who i spoke to on the phone earlier that day (who was very helpful, polite and quick and did not take 7 minutes between one word responses).
If you need any advise or assistance i would recomend waiting it out on the phone and hopefully you will get a better CS experience.”
Hi Paul,
I'm very sorry to hear you're unhappy with the service you've received. We'll be happy to have this fedback to the adviser and their leader, if you can contact us on socialmedia@hastingsdirect.com with your policy details.
~Lillie
“As I'm new i haven't received anything like a welcome letter to confirm that I'm with you just a email the day iv setup my insurance I had to double check myself that my policy was even setup to start”
Hi Natasha,
I can see your documents were emailed on the 22nd of February, these are generated to your online MyAccount here: https://www.hastingsdirect.com/Portal/servletcontroller. If you have any issues with your account, please let us know and we'll be happy to help.
~Lillie
“When talking to an advisor it was difficult to hear as there was a lot of background noise which was shouting and laughing not sales. Could not ask questions about the policy successfully”
Hi,
I'm very sorry to hear this was the case, I've had this fed back to the relevant team to review. If you have any other queries, you can reach out to us here: https://www.hastingsdirectassist.com/contact.aspx.
~Lillie
“I had one accident last year (my fault) with a claim for £1200. I had to pay an excess of £400 so Hastings only were out £800. No other accidents in the last 5 years. My premium at renewal skyrocketed from £227 to £773! I also have protected no claims or I dread to think what it might have been! Obviously they don't value me as a customer so I got quotes elsewhere and got cover for about £380. I won't even consider Hastings again.”
Hi Paul,
So sorry to hear this. The premium is based on a number of rating factors set by our underwriters. Additionally, the renewal quote is based on the current details on the policy. We are always happy to look into your renewal premium as we know details can change within a policy year and see if we can obtain a competitive price with our panel of underwriters. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
~Aadam
Hi Stuart,
So sorry to hear this. I have issued a copy of your policy documents via post, you will receive them within 3-5 working days. Please read your documents carefully and contact us if anything is incorrect. If you need any further assistance, please visit https://www.hastingsdirect.com/help/.
~Aadam
“Terrible customer service as the product does not work. I have contacted Hastings every day and each time I am told that the problem is fixed just to get me off the phone. A week and a half later I am still not any better off as the tab still does not work. All I have got is an email informing me that I agreed to connect a tab and have not done it. Seems to be blaming me for a problem that I have been asking for help with every day.
I am so concerned that I will lose my cover that at this moment I want my money back and to go elsewhere. Why should I pay for a service that Hastings is failing to provide?”
Hi Marty,
So sorry to hear this. If you still require assistance, please email us at socialmedia@hastingsdirect.com and we will do all we can to assist.
~Aadam
“Shortly after purchasing the premium went down. I asked if I could have the difference as the insurance hadn’t even started yet. It’s still not even started as I write this review. To be told no we can’t do that. Not great customer service.”
Hi Matthew,
So sorry to hear this. The quotations expire after 24 hours the day they are ran. The prices fluctuate daily due to rating factors that are set by our underwriters. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Aadam
