“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
“Terrible insurance company, I recently took a policy with Hastings this month. The policy included their driving tab (black box) which I agreed to when taking the policy out. I hadn’t received the box so called to query this and was told to wait 7-10 working days for the box to arrive and if no sign to call back for a new one to be sent. 7-10 working days from the 9th of May 2024 brings you to 23rd of May 2024 yet I received an email this morning to advise that my policy had been cancelled and that I’m due to pay £825 cancellation fee on the 29th of this month!!!! I called to query this and the gentleman on the customer service line was helpful in contacting the relevant department to query the matter and try and resolve but was told as they had sent emails which went to my junk folder asking me to get in touch (funny how these went to my junk yet the cancellation email didn’t) that they won’t reinstate my policy. I was miles away from my son working and had no insurance!!! I had to take a new quote out today which cost me and arm and a leg and they are expecting £825 of me this month! Not only did they say due to the emails being sent that they couldn’t reinstate the policy, they said the app had the email documents so I should have checked and read these there even though the app has no notification to advise you had documents awaiting review. Complaint raised as seriously unhappy and will be going to FOS if cancellation fee isn’t waived and compensation paid for conflicting information provided.”
Hello, I'm very sorry to read about the poor experience you've had and to see that the policy has been cancelled. I can appreciate the inconvenience and frustration this would have caused. You would need to raise a formal complaint internally before referring to the ombudsman. If you haven't already done so, please 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
“Would give 0 stars if I could. Had no end of issues with the app working. Had the company threaten to cancel my insurance for the app not sending them data across (but it being recorded on my end). When you do go to stop auto renewal, they’ll try to convince you otherwise and then put you on hold for over 20 minutes and then say they’re shut now. But you cannot stop the auto renewal without ringing (whereas other companies you can). Shocking customer service and have never had issues like this elsewhere. Wouldn’t recommend them to anyone”
Hello, I'm very sorry to read about the poor experience you've had with us. Going forward, 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. 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 would ensure you don't need to call and arrange this in the final month of the policy.
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
“Absolutely disgusting way to treat hard working young people! To just cancel a policy 2 months before 2nd year no claims just like that! Terrible company.”
Hello, I'm very sorry to read about the cancellation of the policy. I can appreciate the frustration this would have caused and I hope that the policyholder is able to find suitable cover for their vehicle soon.
If there is a belief that the policy was incorrectly cancelled, and you wish to raise a complaint about 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 concerning this process here: www.hastingsdirect.com/help. ~Theo. Customer Care
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Liam Chamba
0 reviews
GB
Rated 1 out of 5 stars
Honestly I am not surprised to see…
Honestly I am not surprised to see similar comments for the exact same issue. As a new driver, I was never informed that I needed to cancel my policy. This company "policy" is preying on this lack of understanding which they do nothing to inform you about.
To give context, Sabre insurance, my old insurer, informed me my policy would be cancelled on report of theft unless I would like to insure a new vehicle, which is the right thing to do.
After 45 minutes on the phone and being passed around like a hot potato, Hastings agreed to refund me and waiver my cancellation fees for not having informed me.
When the line cut out and I called up again after having been left a voicemail promising a refund, I was passed around 5 times between claims, customer service department and 5th Dimension, each telling me I had been passed on to them incorrectly, eventually to be told I was not eligible for a refund, despite having specifically being told I was.
This megabucks company are institutional scammers, I cannot recommend this company for its underhanded rent seeking strategies making you pay for substantial fees for thin air. Disgraceful & criminal in today's economic climate.”
Hello Liam, I'm very sorry to read about the poor experience you've had going through a claim with us. I can appreciate the frustration and I hope that despite this you were able to get the help that you needed in the end.
If the service wasn't what you deserved or if you believe this was handled incorrectly, you can raise a complaint about 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 also find more information at www.hastingsdirect.com/help. ~Theo. Customer Care
“After a comfortable start to trading with them, problems started to appear in June of last year. When I asked for a withdrawal in September, they began requesting pointless paperwork and adding withdrawal fees, which caused delays. Their dishonest tactics were exposed when my account became unreachable by January. Finding out about K E Z O O K was a game-changer since their team of experts helped me get my money back from these unscrupulous brokers.”
“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
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
“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
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
“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
