Hello, I'm sorry if you didn't receive the level of customer service you deserve. Looking at the policy, I can see that a formal complaint has been raised. You can chase it's progress with the Customer Care Department if you need to do so by calling 0333 999 8904. I hope you get a satisfactory outcome to your complaint. ~Theo
“If I could give zero stars I would.
Was involved in an accident with a Hastings customer who went in the back of my car.
Started off well, had an early phone call. Was impressed they accepted responsibility quickly.
My car was written off. It was the garage who told me not Hastings.
Money cane though ok. My crash was 15th March. It's now 5th May and my broken car os still at my house. Have contacted Hastings many times on the phone also pit email complaint in and just get passed about. Have rang the collection company who last week had my details and now all of sudden have gone. They said ring Hastings AGAIN! DId so and had no idea what I was talking about. In the meantime an uninsured and un taxed car is still in my street over seven weeks after the accident.”
Hello, I'm sorry to read about the experience you've had during your claim and I can understand the frustration the delays have caused. I hope that some positive progress can be made soon concerning this. If you have been given a time frame for the collection and this has passed, please let us know on Facebook or Twitter @HastingsDirect so we can check on this progress with the Claims Department. ~Theo
“I am a new driver (8 months on the road) and this was the "best" price on the market unknowingly this is the worst insurance known to man.
I currently attend collage and when talking to my fellow students everyone in baffled by how the blackbox works as with everyones average blackbox is only measures you on speed while the HASTINGS one keeps track of breaking, acceleration, turning, speed & phone use.
the phone use & speed I understand & I think the way these 2 work is perfectly normal. but on the other hand breaking is absolutely bullish!t not really sure how they expect me to have future vision but while driving things happen that you can't predict so e.g a cat runs out in the middle of the road & I have too slam my breaks on to not kill the cat why am I getting punished its like whoever designed this has never been on the road in the uk.
the cornering is another out of this world ridiculous as you get punished for turning down roads that have tight turns on them ???
and for acceleration if you leave the lights and you dont take 20 seconds to get to 15mph then say goodbye to your score because they'll wanting to setting off as slow as a snail.
the scoring system is rubbish as you'll lose 100x then what you gain from driving how they want you to, the only way around the score ive found is just driving on the motorway for hours just to build the score back up to then lose it
for my honest final say id honestly just want to run the risk of being uninsured & getting pulled by police then have this in my car because it actually feels like i'm on tag, so if any young drivers are looking at Hastings honestly just go somewhere else & pay the higher price because this will cause you so much stress & misery that you'll want to top yourself
(this is honestly how I feels & some may read this as a joke but honestly take this review into account & if you do end up going with Hastings read this review afterwards & feel the same as I do)”
Hello, I'm very sorry to see that you've been having a poor experience with the app and that you feel restricted by this. We do acknowledge that at times you will have to react to other drivers and events on the road, and this can influence your score. Please remember, a perfect score isn't needed. The Telematics Department simply asks that you maintain a score above 30.
If you would like to discuss this with them you can give them a call on 0333 999 8911. They would be happy to take a look and discuss this with you. ~Theo
“Don't be lured in by the low price insurance quotes. This is the most stressful insurance company I have ever had to deal with. I had a no fault accident over 7 months ago and the other party has accepted liability. Hastings are refusing to deal with claim and have told me to go to Ombudsman as nothing they can do. I still have to pay insurance but my car is sitting on my drive and can't be driven. Apparently parts aren't available and it could take another year but they won't write off car. I am also out of pocket to the tune of £500 and they won't give me courtesy car even though I have this included in policy. Absolute villain scamsters. I really do not know what to do.”
Hello, I'm sorry to read about the poor experience you've had during your claim and I can appreciate the frustration that this would have caused you. I hope that a more positive outcome can be gained from referring this to the Ombudsman and some positive progress can be made concerning your claims and vehicle repair soon. ~Theo
“I've been with hastings for 5+ years...
Everything was okay until I wanted to get a new quote...
I finished my insurance and paid everything as my licence was wrongfully taken from me by the dvla due to medical reasons... I went on go compare, and hastings to compare prices, I added on legal cover and brakedown on both sites so the cover was the same, yet hastings worked out £312 a year more expensive than most of the other quotes from go compare 🤔🤔 so I messaged someone from hastings about it, they weren't helpful, they even contradicted themselves by saying they can offer more to existing customers and get a better price, compared to new customers..
and when I told them that should be illegal, they contradicted themselves and said they didn't say that and we can't do anything for existing customers... what I've learned... when you're with them and don't have to talk to anyone it's 10/10 but as soon as you talk to anyone for anything it goes to a 2 out of 10 and thats being nice.
Very poor customer service/care.
Almost as bad as the dvla 😂😂”
Hello Aaron, I'm sorry if you didn't receive the customer service you deserved while on the phone with our advisors and that you were unable to find competitive cover with us on this occasion. Thank you for having been insured with us over the past 5+ years and I hope that you have since been able to find suitable cover for your vehicle. ~Theo
“AVOID THESE SHARKS -- Auto-Renew is set to ON. Turn it off, they will not tell you. It defaults to charge you, even when you've sold your car, and they will NOT waive their so-called "admin fee". Just AVOID.”
Hello, I can appreciate the frustration this process can cause. In line with the Continuous Insurance Act our policies are due to auto-renew when they are purchased. Hastings Direct discloses in the documents that we send to you that this is the case, and how you can remove the auto-renewal. You then have 11 months to remove the auto-renewal option online or by contacting the call centre from that point. I'm very sorry if this information wasn't seen and has come as a surprise as a result. ~Theo
“The website works well and explains itself clearly.
Scrolling on an iPad was a little hit and miss and caused a few frustrating problems. I use my iPad landscape and I reckon the website was designed with only portrait testing. Please address this.
I do, however, deeply object to a £20 charge for making a change with a fully automated process. If I had rung in to add a driver, I would understand. But £20 to do all the work myself is not acceptable. A refund would be a nice gesture. Thanks for listening. LLAP. Matt”
“AVOID AVOID. i have been left out of pocket by roughly £1200 due to hastings. they dont have a clue care or interest about you. if you have an accident with one of their drivers go through your own. it dragged me right down and left me in a really bad position please just trust me when i say they do not have anyones interests at heart apart from their own scum absolute scum.”
Hello Dale, I'm very sorry to see that you had such a poor experience during your claim and I hope that this has since been settled. If you need to arrange contact with the Claims Department, please DM us on Twitter @HastingsDirect so we can arrange this for you. ~Theo
“IT’S A SCAM!
Hasting cancelled my car insurance during my 14 days cooling -period because I was unable to download their app. They taken £67 (my monthly payment was only £60)off me because of their hidden charges, yet I was still within my cooling period!”
Hi Anna,
I am sorry to hear this. When a policy is terminated early within its 14 day cooling off period, the cancellation quote takes into consideration the £20 non- refundable arrangement fee as well as the cost for time on cover. All 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. If you need any help at all, please contact us on Facebook or Twitter @HastingsDirect so we can take a look at the policy.
~Aadam
“I've got a policy with yourselves, you sent my policy to a wrong email address. I rang you up to sort it was assured its done. Went to add another car onto my policy & it's showing as not valid even though I've got my new policy via paper & you take the payment every month!”
Hello Laurie, I'm sorry to see that you've not had the best experience with us. If both policies share an email address, this may prevent one of the vehicles from showing up in the account. The way around this would be to change the email address on one of the policies so that each has their own account and can be viewed. If you do want to discuss this or make this change, please contact the team on 0333 321 9801 so they can take a look at this for you. ~Theo
“The adage that you should not buy car insurance based on cost alone is so true when any saving in cost can be far outweighed by poor customer service and an inflexible view when making a claim. Ten days for a reply to a complaint (and only then after numerous calls) and an aversion to offer anything other than the "policy conditions". Next time I will most definitely be reading up on conditions relating to windscreen repairs - which hopefully will not mean that I am forced to drive to a repair centre miles away or use my own repairer but mainly at my own expense. Beware.”
Hello Frances, I'm sorry to read that you've had a poor experience while trying to repair your windscreen. I can see that you've had a complaint where the final response has now been sent and I also appreciate that this may not have been the outcome you wanted. Please note, you can escalate this further with the relevant external body if you wish to do so. Please contact us if you have any further questions concerning this process. ~Theo
