Hello Joshua, I can appreciate the frustration the fee can cause. Hastings Direct does disclose all the fees that can be incurred on the policy prior to it's purchase. I'm sorry if this wasn't seen and has come as a surprise as a result. Looking at the policy, I can only see the a £20 arrangement fee was charged. Please contact the Customer Service Department on 0333 321 9801 if an additional amount has been taken. ~Theo
Hello, I can appreciate the frustration fees in general can cause. Hastings Direct does disclose all the fees that can be incurred on the policy before it is purchased. You can also find a list of them here: https://www.hastingsdirect.com/about-us/our-fees/. I'm very sorry if this information wasn't seen and has come as a surprise as a result. ~Theo
“Renewal prices are very poor. I got the same level of cover on a price comparison website. When my renewal was due. So not renewing and buying another policy from scratch saved me money.”
Hello Colin, I'm sorry to see that the renewal itself wasn't competitive on this occasion. Hastings Direct is a broker that works on behalf of a number of underwriters and also provides a few levels of cover. This means that prices can vary internally and appear cheaper online or in the call centre. It's good to see that you have since been able to find more competitive cover for your vehicle. ~Theo
“Easy to deal with over phone. However, I had to call 3 times waiting 10 minutes on each before I finally got through to an operator. That needs improvement.”
Hello Nichola, I'm very sorry if you had a poor experience with Hastings Direct. You can contact our Customer Service Department on 0333 321 9801 if you need to discuss your policy. ~Theo
“I have recently had a quote online ,decided to call directly this Saturday ( 9am -to 4pm ) open hours..I’ve being trying to call since 9am ..til 10 am ..no one answer!!! Voice mail keep saying we are closed ,,..No bother ..seems the rates online are really true …absolutely rubbish trustworthy company…advise to others ,don’t waste your time…”
Hello, I'm very sorry to see that you struggled to reach us and get the help you need with regards to your new policy. I can appreciate the frustration this would have caused and I hope that you have since been able to find suitable cover for your vehicle. ~Theo
“Renewal started on auto so be very wary, then had the nerve to charge me 20 quid which i will not be paying for no reason as i already had insurance with the AA at 50% cheaper price. Bunch idiots here. They also have on computer a 0 cost claim for no reason after i phoned them when somebody hit my car. This also is affecting my new policies. Awful company.”
Hello Trevor, I'm sorry to read about the experience you've had. In line with the Continuous Insurance Act our policies are due to auto-renew when they are purchased. It is disclosed in the policy documents, what actions are needed to remove the auto-renewal and this can be done at any point in the first 11 months of the policy. The notification of the accident will have an impact on your premium going forward as it is a part of your driving history. I'm sorry if this has negatively impacted your premium and hope you have been able to find suitable cover despite this. ~Theo
“The worst insurance company I have ever been with - Impossible to get hold of with a ridiculous automated phone process. No available courtesy cars available when it is included in our policy.”
Hello, I'm very sorry to read about the poor experience you've had and I hope that despite this progress is being made with your claim. You can speak to them on them by emailing motorclaims@hastingsdirect.com as an alternative to the phone. ~Theo
“Hastings auto renewed the policy for a car which i no longer owned, when i called expecting a refund i was charged an additional £60 cancellation fee. I was transfered to 4 departments back and forth and then threatened with a debt collection agency if i didnt pay. Total amount paid was £122 for a policy on a car which i no longer owned, it is complete legal fraud the way this business operates. Avoid at all costs pay a little extra and go elsewhere. I wish i read the reviews before choosing this company. I have noticed on reading the reviews that the company seem willing to help customers who have had a bad experience with them however i have been down this route and can assure you they do not care.”
Hello, I'm sorry to read about this situation. If you would like us to take a look at the cancelled policy, please email the policy reference, your full name and date of birth along with a message so we can look into this. You may also be able to backdate the cancellation to the renewal date but providing proof of cover elsewhere. You can email us at socialmedia@hastingsdirect.com. ~Theo
“I set up a policy with Hastings, No black box was mentioned, until after the deposit was paid. Then never to receive a black box, I contacted Hastings they reassured me a new one would be sent out. For them to cancel my policy the nest day! A night mare to contact. Un Professional”
Hello, I'm very sorry to read about the experience you've had and that you have struggled to reach the team to discuss this. You can reach them on 0333 999 8911. I hope that you have since been able to find suitable cover for your vehicle. ~Theo
Hello, I'm very sorry to read about the poor experience you've had. If you do need to discuss the policy or need any further assistance, you can reach on Facebook or Twitter @HastingsDirect. Our team will do all they can to help you. ~Theo
“Trying to create password it would say that it was strong but not let uou sign in and havecto get another password did this 17 times over 4 days before we actually got into our account.”
Hello, I'm sorry to read about the experience you've had and I hope that you now have consistent access to your details. Please contact the team at mobileappfeedback@hastingsdirect.com if there are any further issues. ~Theo
