“Tried twice to take out insurance online but your system crashed both times at the ‘add another driver’ stage. With difficulty via another website found your phone no. only to be told I would be charged £12 for reporting a fault or any other business! As Money Supermarket showed you as competitive I went via them with no problem. Just hoping that if I have to make a claim your online and phone assistance will be more helpful. And what ate all the irrelevant questions for below? What delivery?”
Hi Peter,
So sorry to hear this. If there is anything further we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.
-Mariam
“Took out a multicar policy.but you still charged me for a single car one also.took age's on the phone to change it.somehow you took money out of a cancelled account.and you took it out earlier than your email said you would!”
Hi Stephen,
So sorry to hear this. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 2 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines.
-Mariam
“Threatening to cancel a policy because you haven't paired the tab that you haven't recieved! After 10 days of waiting and still waiting! Incompetence! 😡 despite contacting them several times!”
Hi there,
So sorry to hear this. I have contacted our technical team regarding this and they will contact you shortly. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
“Your website to navigate is a nightmare, going round in loops , not accepting passwords, no sign of a phone number for help. If I had known how terrible it was I would have gone elsewhere for insurance.”
“due to some sort of a system problem I was unable to complete the purchase of my policy online. This was a Sunday, when I called back on the Monday the premium was over £140 higher! very annoyed”
Hi Carole,
So sorry to hear this, our sales team are open on Sundays. You can contact our sales team on 0333 321 9785. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
Hi Sahin,
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/.
-Mariam
Hi there,
So sorry to hear this. Please reach out to us at socialmedia@hastingsdirect.com with your details and we will be able to look into this for you.
-Mariam
“Had to cancel my bike insurance and there was a cancellation charge of over £40, on a policy that cost £85
So l only got £2 back. l can't deny that l feel ripped off.”
Hi Martin,
So sorry to hear this. Unfortunately, when a policy is terminated early, there is a £45 cancellation fee charge as well as time of cover that has not been paid yet. The cancellation is rated on a per day basis. Our fees are stated in your policy documents as well as our site prior to purchase but I do apologise if you weren't aware of this.
-Mariam
“I m finding it very difficult to get anyone to help me out, I have been told my car insurance policy will be cancelled if i don’t install app and pair up my car with a tab, However i have not received the tab through the post so unable to do this”
Hi Kerry,
So sorry to hear this. I have looked into this and can see we have sent a replacement tab today, you should receive it shortly. Your policy will not be cancelling, as we are aware you do not have a tab. If you do not receive anything by the 08/11/2021, please contact us at socialmedia@hastingsdirect.com and we can look into this.
-Mariam
“When booking i asked for a green card, told one would be sent, policy arrived, no green card but a letter saying i needed one to travel abroad,same day i rang up, and was told i dont need one, i asked her to email me or send me a letter to confim this, she refused,saying she would get her team leader to do it,i got the impression she wasnt sure and wasnt bothered whether i needed one or not,ive not recieved anything.”
Hi Colin,
So sorry to hear this. The European commission confirmed from 2nd August 2021, UK motorists don't need a green card when travelling in the EU. Customers no longer need a green card to drive in:
The EU (including Ireland)
Andorra
Bosnia and Herzegovina
Faroe Islands
Gibraltar
Iceland
Liechtenstein
Monaco
Norway
San Marino
Serbia
Switzerland
Vatican City
Instead, customers must:
Take their certificate of motor insurance and their policy documents.
Take their vehicle registration (V5) document.
Display a GB sticker on their vehicle (any any trailer).
Take an international driving permit (IDP) for driving in certain countries.
If you need further assistance, please email us at socialmedia@hastingsdirect.com.
-Mariam
“Two vehicles insured but your renewal quotes much higher than those available on line …..with you. Why? Messages sent saying insurance cancelled and then told it was my fault. Asked for confirmation in writing and got a letter saying document enclosed but envelope empty”
Hi Susan,
So sorry to hear this. We do have a panel of underwriters, hence why sometimes online pricing can vary from the renewal quote. We are happy to hear that you have stayed with us for another year. I have looked into the policy and can see you still have both policies running, please can you email us at socialmedia@hastingsdirect.com with your details, so we can get one policy cancelled for you. In order for a policy to be cancelled, we need to speak to the policyholder via email or phone call.
-Mariam
“A mistake done by Hastings Direct wanted to charge me to correct my address
from 62 to 64 Church Drive. After a long struggle they ractified their mistake.”
Hi Surendra,
So sorry to hear this. Glad that this has been resolved. If you need further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
“It took me 3 attempts to get through the 2nd time Simone answered and it was silent for a few minutes and they hung up. The 3rd time they put me on hold that many times it was a joke !!!”
“The amount of time taken on the phone in order to put in place something that your website was incapable of handling also, was incomprehensible and infuriating. The person handling my call was apologetic and considerate, and yet both the system that you use and your website let you down. This was not human error this was simply a Hastings direct PREMIER muck up!”
Hi Dominique,
So sorry to hear this. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 2 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines.
-Mariam
“The worst breakdown recovery ever. I have been waiting in cold for nearly 3 hours, yet no one turn up yet. I have been with Hasting direct for nearly 5 years. This is the second time my car broke down, I had bad experience with their brake down service. The gave you false promises. They seem not bothered”
Hi there,
So sorry to hear this. Our breakdown cover is provided by the RAC, which is a third party company. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 2 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines.
-Mariam
“Very confusing when we called phone machine tells you to use email (which we did). Then speaking to a employee was told no you have to call to cancel policy. We had sold the vehicle
Then we renewed our insurance on another vehicle through internet.
We have now received a letter telling us it's been cancelled because it was filled in wrong.
We have had the same insurance for a few years & the form was already filled in for us.
What a load of rubbish.........!!!!!!!!!!!!”
Hi Barry,
So sorry to hear this. Please contact us at socialmedia@hastingsdirect.com with your details and we will be able to look into this for you.
-Mariam
Hi Peter,
All our fees are stated prior to purchase and are in our terms and conditions. The arrangement fee is £20.00 to set up the policy, this contributes to service, maintaining the systems, updating the databases and sending documents. If you need any further assistance, please visit https://www.hastingsdirect.com/help/.
-Mariam
Hi there,
So sorry to hear this. 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
“After numerous phone calls and emails I am unable to access my account, this has gone on for over two weeks. If you like to access your details online good luck!”
Hi Corinne,
We sincerely apologise for the troubles you've had with the app. We'd be happy to take a look into this for you, please contact us at mobileappsupport@hastingsdirect.com. Thank you.
-Aadam
