Hi Dorothy,
Thanks for your 5 star review!
We’re pleased that you enjoy our service, we do appreciate your kind words. We're so pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
Hi Cheryl,
Thanks for your 4 star review!
We're really pleased to hear that it was straightforward for you to get insurance.
Thanks for taking the time to send us your review. ~ Tamera
“Hey there I wouldnt use hastings direct. I was paying £74 a month for car insurance they have increased my policy to £370 a month as I lost my phone working away from home I have tried explaining this to them that I couldn’t open my emails. I then went on line and filled in another insurance quote to insure through Hastings again and it come back with £77 how can they just add £300 on a month robbers keep well away from Hastings direct absolutely joke”
Hi Jason. We’re sorry that you are unhappy with the price of your renewal. The price we offer is based on the current details on the policy, whilst with online quotes your information is usually more up-to-date which is often the cause for the more competitive price. If you would like us to look into the price, please call our Renewals team on 0333 321 9790. Thanks ~ Cat
“31/07/2023 up until now service has been great however got back from holiday on saturday to an email telling me you are not going to renew my insurance, i was horrified no reasons given had to ring round several departments to eventually find out its not anything i have done the underwriter just doesn't want my business this has been handled very badly and cuased me two days of stress and worry and now the inconvenience of having to find a new insurer shocking :(”
Hi Ray. We’re sorry that you are unhappy that we’ve been unable to offer cover. We calculate the price of our policies based on various factors, including your vehicle, address, drivers, personal details, etc. In this instance, it seems we can’t offer cover simply based on a combination of the above, but please ensure you have already attempted to call us on 0333 321 9790 in case there is another way we can insure you. Thanks ~ Cat
Hi Natasha,
Thanks for your 5 star review!
We're so pleased to hear that you've found us so easy to use and got your policy set up quickly. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
“I have tried to cancel a policy that’s just been renewed.the reason being I had an accident before the renewal date. There isn’t any place in the app to cancel any policies. It seems you can be helped as long as you’re paying”
Hello Barry. When a policy is purchased with us, it is automatically entered for automatic renewal, which is stated in your documents. You can opt out of automatic renewal online in your myaccount, however when you are in your renewal stage you are not able to.
If you still require assistance, you can reach us on Twitter @HastingsDirect or Facebook and we'll do all we can to help you there. ~ Jodie
“I am a freelancer. I can improve your website. I can give your website a verify 5 star review. You can contact my gmail.
thiaogeorge@gmail.com this is my mail.”
“NO STARS
HOME EMERGENCY COVER
the cover states what it will and wont do, my repair was not made.
it took two days to log the issue with the call centre.
then waited to a day for the engineer.
only for him to take a picture, I then got a text saying work completed !!!!!!!!!!!
HOW CAN THIS BE WHEN I STILL HAVE AN ISSUE, I HAVE HAD TO PAY FOR A PLUMBER TO MAKE THE REPAIR.
SHAMBOLIC SERVICE.
I WILL NEVER USE THE COVER AGAIN. (WHY PAY FOR A SERVICE YOUR NOT GETTING)
refund please for my home emergency cover.”
Hello Mark, we're 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 5 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines. ~ Jodie
“Hopeless , contacted them with an underground water leak 11 weeks ago , their contractors broke our sewage pipe digging the hole in our drive . They did not fix the leak on their 2nd visit either & we can’t use our toilet due to their incompetence ! They want us to pay the excess of £500 or they will drop our claim ! Can’t get through on the phone only to a useless call center after an hour . Please don’t insure your home with Hastings Direct”
We’re sorry that you’re unhappy with the delays to your claim and repairs. Please call the claims team on the number provided on your documents, and explain all circumstances so that they can ensure we come out as fast as possible. If you need further assistance you can also contact our Home team on 0333 321 9682. Thanks ~ Cat
“Shocking, got a quote and needed to add a private registration number to the policy. Called 3 times throughout the day and their IT was broken. I got onto the chat app and asked if the quote would be honoured the next day and got told to call the new business team, I have wasted enough time with this outfit and their outdated systems and they want me to beg to give them money.
Not happening, avoid and go to NFU Mutual”
We are sorry you were impacted by our system issues. Changing to a private registration will always be the same price, so I'm sorry for any confusion. We will be happy to investigate this and assist you further, if still required. Please reach out to us on 0333 321 9801 or you can also find further information at https://www.hastingsdirect.com/help/. If you would rather not call us, you can also send us a direct message on Twitter @HastingsDirect or on Facebook and we'll be able to assist you on there. Thanks ~ Cat
“I needed to cancel my home insurance due to a move and after being passed around different people, finally got through and apparently the systems were down and they couldn't get some one to call me back and didn't have a clue when they would be up and running again. Now, this has happened twice in consecutive days!! I don't believe them. Really bad customer service in my opinion. I have wasted 40 minuets of my time and still need to cancel. Try again tomorrow. Don't use Hastings.”
We're sorry to hear you were impacted by the system issues. We did unfortunately experience issues with the system the last two days, but they are up and running now. If you don't want to call to cancel your home insurance, please reach out to us on Twitter @HastingsDirect or Facebook and we'll do all we can to help further. Alternatively, we do have a webchat facility found on our website and you can find further information at https://www.hastingsdirect.com/help/. Thanks ~ Cat
Hi Lee,
Thanks for your 5 star review!
We're so pleased to hear that Sue F was amazing, I have managed to find Sue and her manager and I've passed on your lovely feedback to them.
Thanks for taking the time to send us your review. ~Carly
Hi Trevor,
Thanks for your 4 star review!
We're so pleased that you found our insurance easy to set up and straightforward to use. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
“Terrible experience. Basic policies, they do not include some things you would expect as standard (like fire and theft coverage on other vehicles). Cancelled policy within hour of reading the policy docs, and got charged £20 even though policy had not started and I was within the cooling off period.”
We’re sorry that you’re unhappy you were charged a fee. The non-refundable arrangement fee is £20.00, and charging this contributes to various business costs such as customer service, maintaining systems, updating databases and sending documents. All our fees are stated prior to purchase and are in our terms and conditions, but I do apologise if you weren't aware of this. If you need any further assistance, please visit https://www.hastingsdirect.com/help/. ~ Cat
Hi Robert,
Thanks for your 5 star review!
We're so pleased that you found our service straightforward. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
Hi Beverley,
Thanks for your 5 star review!
We're so pleased to hear that you've found us so easy to use and got your policy set up quickly. We're pleased to have you on board with us.
Thanks for taking the time to send us your review. ~ Tamera
“Do not get insurance from this company. Bad attitude from customer complaints put phone down on me! Try anything and everything to not pay out. Please look for another insurance company even if you pay little bit more may help in the long run!”
We are terribly sorry you have not received the level of service we aim to provide to all of our customers. In order for us to investigate this further and pass on feedback to the colleague in question and their team leader, please send us a direct message on Twitter @HastingsDirect or Facebook and we'll be able to assist you on there. Thanks ~ Cat
“Terrible car insurance that does not remotely live up to what the "glossy" cover information describes. Don't take out a policy with Hastings if you want to be looked after following a write off accident, your hour of need. They will nickel and dime you over your car's value, and they won't offer a courtesy car either. Take a long look at the actual detail in the policy, it does not match what the highlights tell you. I will not use them again after being treated very badly by them following my car being written off.”
We are very sorry to hear that you are unhappy with the service and the price given for your car’s valuation. We do use various tools to ensure we are giving the fair market price for the vehicle, but I am sorry to hear that it wasn’t as much as you were expecting on this occasion. If you would like to discuss it further, please call our Claims team on 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line, as they will be able to look into this further. Thanks ~ Cat
We’re sorry that you are unhappy with the cancellation of your policy. We do send communications confirming as to why we would look to cancel a policy, along with the date we will be cancelling from. If you would like us to investigate this further, you can reach us on 0333 321 9801, or you can find further contact information at https://www.hastingsdirect.com/help/. ~ Cat
