“Hastings offered best quote for my granddaughter’s car insurance. Trying to complete purchase turned into a nightmare when it kept bringing up an incorrect drivers license number!
Phoned to get help. Waited a considerable time ( why don’t they add an “your number xx in the queue” to the voice over) and eventually got through.
For someone, supposedly in customer service, the woman was clearly not interested in helping us. She was abrupt to the point of being rude and eventually told us to use the website and cut us off!
Finally got it done via Uswitch who brought up the correct driving licence number which carried over to the Hastings website.
If we had got the best quote/ deal would definitely have gone elsewhere.
I doubt anyone at Hastings read these reviews so nothing will change.”
Hello, thank you for your feedback concerning the queue system while waiting to speak to an advisor. We'll take this on board and consider how improvements can be made. I'm very sorry if you didn't receive the level of customer service that you deserved but it's good to see that this was resolved in the end. If you need any help going forward, please email us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“I was sold a black box which I didn't know about I'm over 60 why would I want a black box. I activated the box however Hastings said I hant and cancelled my insurance without informing me. I was driving around with NO insurance..when I tried to get another insurance company to insure my I was and still am being charged for Hastings cancelling my policy. I will never use them again and I've informed all my friends and family and outsiders how Hastings treated me”
Hello Beverley, I'm sorry to read about this. Hastings Direct would have disclosed that this is a telematics policy and that a device will be sent to monitor your driving. You would have been informed of this before the policy was purchased and I'm sorry if it wasn't seen. Looking at the policy, I can see that you had a complaint concerning this which has since been closed, however, please let us know if you have any further questions. You can reach us via email at customersupport@hastingsdirect.com. ~Theo, Customer Care
“Dealt with Gabrielle in Home Insurance Claims over the phone about my broken and smashed iPad, having tripped over my dog at the front door while trying to get to a delivery driver. I wasn't even sure it was a claim I could make! Not only did Gabrielle handle it in the most amazing manner, but she confirmed the claim there and then, without any hassle, and arranged for the repayment amount for a new iPad (less the excess I had originally signed up for) to be made immediately, all in under 15 minutes. I'm blown away with the professionalism. Thanks!!!”
Hello Michael, 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. I hope you've since been able to get a new iPad. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. ~Theo, Customer Care
Hello Steve, you should be able to get a quote even if the bike isn't currently in your possession. If you need any help with this please let us know by calling 0333 321 9801. ~Theo, Customer Care
Hello Pallavi, I'm very sorry if you haven't received the level of customer service that you deserved. If you need any help with your policy, please send us a direct message on X (formerly Twitter) @HastingsDirect or on Facebook. You can also email us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
“I've recently got my first car and have been insured for 2 ish months. Everything is fine and I've found it too be quite lenient. So there's not that constant worry of potentially accelerating too fast or other concerns with driving. However today as I was driving and slowed down to let cars finish passing some parked cars and I was starting to go around the parked cars when I thought it was safe and this car car flying round the cars in the middle of the road and I slammed on my breaks. Luckily nothing happend apart from my black box pickingup that I slammed my breaks to hard. I know it was reasonable as the black box didn't know the situation I was in. However it effected my 2 week score but not my total score. So I was wondering if eventually it will effect my total score? Even if I dont have any other points deducted in the next 2 weeks. I am just wondering as I would like to keep a 100 score for as long as possible.
Thank you”
Hello Leighton, thank you for your feedback. It's really good to see that you're having a positive experience with your Youdrive policy. Please remember it’s fine if your driving score isn’t always at 100, it just needs to be above 30. There is no need to worry in that case and the score can be improved with careful driving. Please email us at customersupport@hastingsdirect.com if you have any further questions. ~Theo, Customer Care
“House/contents insurance, terrible customer service, long waits on phone lines, one claim in 50 years, only a small claim after storm damage, refused to pay as I had disposed of the item even though I hadn’t been able to contact them for 3 days, quoted page 58 on their terms and conditions stating “do not dispose of goods” didn’t even receive terms and conditions. Terrible company - do not use them.”
Hello Helen, I can appreciate the frustration this would have caused. Hastings Direct does sent a document with the terms and conditions to your online account so they can be seen during the 14 day cooling off period. They are also visible on our website here: https://www.hastingsdirect.com/home-insurance/policy-info/policy-booklets/. I'm sorry if this wasn't seen and that it has caused this situation as a result. ~Theo, Customer Care
“Very poor, in-convenient, and hassling way of collecting your driving data. I purchased a policy from HatingsDirect. I was asked to install a tab and connect that tab to my phone (with an app installed) via Bluetooth. In that way, they hope to track my phone usage during driving. This seems ok, but extremely not practical at all and, to be honest, it is annoying! Here are the two most ridiculous data collection issues they have:
1. Many times the tab cannot successfully connect with your phone via Bluetooth. Most of the time, you end up manually establishing the connection via the app for EACH TRIP!
2. They cannot tell whether it is the driver using the phone or just a kid/passenger sitting in the back of the car using the driver's phone. You have to manually tell the app EACH Trip that it was not you using the phone during that trip. I often have my kids in the car and they want to use my phone to watch videos while I am driving. Becasue of this, the app thought that it was me using the phone while driving and that led to a low score (the policy may be canceled if the score drops to 30).
I have been driving carefully for more than 10 years and this is the first time I encounter such an annoying insurer and service.
Stay away from HastingsDirect; otherwise, it is gonna be a waste of time, money, and your good temper.”
Hello, I'm very sorry to read about this. We do ask that you don’t give your phone to any passengers as this can affect your score). I'm afraid the app is not able to differentiate between a driver and passengers and this is why we suggest this. If the correct permissions are in place and Bluetooth is on then it should automatically connect once you enter the vehicle.
If you’d like to know about the other insurance options we could offer you, that do not include a telematics device or have these measures in place please call us on 0333 999 8911. ~Theo. Customer Care
“Absolutely appalling customer service. Cancelled policy by email as car was scrapped and was told they did not accept that means of communication, yet they use it to send out policies and various other communications. Rang and paid the cancellation fee to then receive an email and text informing me that they were authorising themselves to take a months insurance from my card. Spoke to an extremely rude customer service representative and explained the situation. Informed her that I did not authorise them to take money from my card- my goodness she kept going around in circles and eventually threatened debt collectors if I didn’t pay the months insurance for a car I don’t have.
I asked to escalate this to a formal complaint - she refused to listen.
Due to this response, this will go to the insurance regulator..”
Hello Michelle, I'm very sorry to read about this situation and I hope that you have since been able to raise your complaint. If you still need to do so, you can by visiting 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. Our regulator, the Financial Conduct Authority, says we have up to eight weeks to settle your complaint, however, the vast majority are resolved well within that time frame. You’ll find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“The testament for any company is how they deal with customers when things go wrong! I was involved in a non fault claim. Paid well under the value of my written off vehicle. Complained about various issues and incorrect information I was given. Complained to the ombudsman who found in my favour and still nothing was rectified. Hastings took possession of my written off vehicle, sold it to a 3rd party. At no point registered ownership of the vehicle to themselves. I have incurred ULEZ fines for the new owner! I have DVLA fines for not taxing the vehicle which I had been told didn’t belong to me as soon as they had paid me up to 60% of the car’s estimated value! They have not paid to replace my child seat. If I could give 0 stars I would!”
Hello Louise, I'm very sorry to read about this experience. I appreciate the frustration this would have caused you caused you and do apologise that you didn't get the outcome you would have hoped for following your complaint with the ombudsman. I hope that despite your review the claim is close to being settled, however, if you need to discuss this further, please contact the team on 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. I hope this can be closed soon. ~Theo. Customer Care
“Very poor. No phone number anywhere on website so no way of contacting by voice. Would therefore NOT recommend.
When I cancelled I was told that a new policy for a new car would get my cancellation fee refunded but this is not the case with the automated system, hence the need to speak to someone. I will therefore go somewhere else and choose an insurer with a phone number.”
Hello William, I'm very sorry if you have struggled to contact us an get the help you need. Going forward, you can contact our call centre on 0333 321 9801 or by emailing customersupport@hastingsdirect.com. I regret that you had such a poor experience with us and I hope that you have been able to find suitable cover for your vehicle. ~Theo, Customer Care
“I called up this morning 7/05/24 to discuss the renewal quote id received. I spoke with a lovely gentleman called karim ,who was most helpful and friendly. Karim managed to get me a reduced price which was fantastic. Most Happy with today's outcome”
Hello, 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 again, ~Nicole. Customer Care
Hello, I'm very sorry to read about the poor experience you've had and to see that it has caused you to purchase insurance elsewhere. Thank you for considering us as your insurer and I hope that you have been able to find suitable cover for your vehicle. ~Theo, Customer Care
“I have been a customer for some years and I thought things were looking up. However, I decided this year to pay by installments. I paid the initial payment and set up a direct debit to take the monthly payments. Within a couple of days I looked up my renewal documents online only to find that I was in breach as "I had to set up a Direct Debit" which I did and checked my bank and was confirmed that this was set up which was eventually confirmed by Hastings. However, logistics beyond my control and numerous mechanical failures saw the evenual scrapping of the car as it became fruitless due the age of the car. So I cancelled my policy and was informed that I would have to pay £6.99 to cancel and that they would use the card on file to do this and all I would need to do is reply to their email, which I did with the words "Cancel this policy". I was then astounded to receive an email and text message informing me to set up a direct debit or legal action would occur. I informed them that an email was sent and that I am considering reporting Hastings to the FCA. I was in my first month of renewal and they have the audacity to charge me for it. Do not use.”
Hello Mark, I'm very sorry to read about the poor experience you've had while insured with us. We would like to take a further look at this for you. So if you would like to discuss this, please email us at customersupport@hastingsdirect.com and include the policy reference so we can locate your details. I hope that you have since been able to find competitive cover for your new vehicle. ~Theo, Customer Care
Hello, I'm very sorry if you have struggled to reach the Claims team and arrange this. If you need to raise a claim, it would be a case of doing this via your online account or by calling the team on 0333 321 9800. There is no email address currently to raise a new claim. ~Theo, Customer Care
“Spoke to Saj today on the renewals team and could not be happier with the service provided. He gave me a great match for a quote I found online, and talked me through it all to ensure I had all the extras I required. Ensured there was no confusion on the excesses. Very happy to be with Hastings for a 3rd year in a row. Thank you!”
Hello Jennet, 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. I’ve sent your comments to the colleague you mentioned and their team leader. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks.
“Trying to not renew my car policy having payed for the whole year up front I am told that I have to pay a cancellation fee as I no longer have the vehicle. Thank you hastings shan't be using you again.”
Hello, I can appreciate the frustration that the cancellation fee can cause. We try to reduce this by making our fees clear before you buy a policy from us, and they’re outlined in the very first set of documents that we sent to you. We apologise if you weren't aware of this. Looking at the policy, you were still outside of the renewal period and as a result, the fee would still apply. If you need any further help, please visit www.hastingsdirect.com/help. ~Theo. Customer Care
