“Claim Reference: 0037647_HPA
This entire experience has been utterly unacceptable. I submitted a claim for my washing machine over two weeks ago. An engineer attended and assured me the report would be submitted the same day — yet since then, I’ve received no meaningful update.
Following my complaint, I was told I’d be contacted within 48 hours. That promise was broken, and I’m still waiting to hear anything. I did receive an email offering a £25 “goodwill” payment, which frankly feels more like a token gesture than any real attempt to address the inconvenience and stress this situation has caused.
My family has now been without a washing machine for weeks. The complete lack of communication, urgency, and responsibility from this company is appalling. I feel thoroughly let down and have no intention of renewing my policy. I strongly urge others to reconsider before relying on this insurer for any essential support.”
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Have been with Hastings for a few years now. Find their customer service excellent and they always try and match lower prices that I find online at renewal time. Spoke to someone called Hector today who was extremely polite and helpful!”
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. 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. ~Theo, Social Media Team
Hello Tracy, I'm glad this was a simple and straightforward process. Thank you for taking the time to share your feedback with us. ~Theo, Social Media Team
Hello Wendy, it's good to see that you got the customer service you deserved and that we could offer you a competitive price. Thank you for insuring with Hastings Direct this year. ~Theo, Social Media Team
Hi Jacqueline,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Scott,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“You auto renewed my home insurance policy when I thought I had asked you not to auto renew. You took the money on 10th May when the insurance was not due until 15th May. Please make sure that, in 2026, you do NOT auto renew. I will not be using your company in the future.”
Hello Annette,
Thank you for your review, I'm sorry to read about the situation concerning the auto-renewal of your policy.
You can remove the auto-renewal from your policy at any point during the first eleven months of the policy. This can be done on via email at customersupport@hastingsdirect.com or by sending us a message via Facebook or X (formerly Twitter). We'll do all we can to help you. ~Theo, Social Media Team
Hi Timothy,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“According to money supermarket. Com I found prises £580.20 . As I promised to seller that I was Hastings Direct quite a long time that’s why I came back. Could Hastings Direct consider competitive market value my BMW car Reg KS67YDH, it would be very much appreciated. Kind regards Mahmudul Hasan”
Hello Mahmudul,
Thank you for your review, I'm sorry to see that we were unable to offer you a more competitive price this year. If you are interested in discussing the cost of your policy, please give us a call on 0333 321 9801 so our team can take a look at this for you. ~Theo, Social Media Team
“I am unable to talk to anyone about tchanging my email address conatact the phone lines divert to automated selections - jsut want to talk to a person”
Hello Misty,
Thank you for your review, we're sorry if you struggled to reach us and get the help you needed with this. If you still need to arrange this you can send us an email at customersupport@hastingsdirect.com or if you have any questions, you can reach us via Facebook or X (formerly Twitter). ~Theo, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Jacqualine,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I have Parkinson's and my wife is my registered carer. The lady she spoke to made her wake me up to give permission for her to set up the insurance and again to use the card I had given her to pay the premium!
I understand protocols but felt that was totally unnecessary as she is my wife and the main driver on the policy.
Since policy inception, each time I try to log in I am asked for a new password so I have run out of options and can't use the online facility!
We shall have the lengthy telephone wait again but I've decided it will not be while I'm trying to sleep!”
Hello Timothy,
Thanks for your review, we’re really sorry to read about the poor experience you've had on this policy. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion. In this situation maybe a call back at a convenient time could have been arranged.
We've located the advisor you spoke to using your policy reference and we'll feed this back to their team leader with the intention of improving how they handle calls of this nature going forward. Please contact us if you have any further questions concerning your policy. You can email as an alternative to the phone at customersupport@hastingsdirect.com ~Theo, Social Media Team
Hi Tracy,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We do ask that you read the terms before you buy the policy as we try to make it as clear as possible what is included and required on this policy. If you’d like to check out our other insurance options, head to our website or give us a call on 0333 321 9801 so we can help. ~Theo, Social Media Team
Hi Nikitha,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Constantin,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
