“Today I dealt with Dan from the renewals team. He was so helpful! Explained everything so well and managed to match the other quote provided by Aviva, saving me time and stress over my car insurance for this year. THANK YOU DAN!!”
“Do not touch this insurance company, 90mp gale with gusts over 102mph when my skylight blew out and they wont entertain the damage. I have never had an insurance claim before and 2 different roof companies both say that the damage was caused by the gales. Seriously do not waste your time or money”
“I was about to buy a car insurance Hastings Prime, but after reading all the reviews here. I am out. I will stay Aviva for 100£ more.
unfortunately most of the Insurance companies are a fraud and not taking care of their customers. I hope Hastings going to do something about it”
Hello, thank you for considering Hastings Direct as your insurer and please contact us if you have any questions about the policies we provide. It's good to see that you were able to find suitable cover for your vehicle. ~Theo, Customer Care
“Terrible company. Was involved in a no fault accident over a year ago. I've had to do all the chasing myself, the company are just not interested and want me to accept dual liability so they don't have to pursue the other driver. Their call centre is in Africa so the language barrier and time delay on the phone is ridiculous. Avoid at all costs.”
Hello, I'm very sorry to read about the poor experience you've had during your claim. We always aim to deliver the highest level of service to all our customers so we regret if you didn't have this experience. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or you can email motorclaims@hastingsdirect.com as an alternative to the phone. We also have call centre advisors in the UK that you can speak to concerning this. ~Theo. Customer Care
“Utterly awful experience. Hastings sent a renewal quote for 2.5 times more than anywhere else. I rang and cancelled stating I do not want the renewal or anymore further quotes. They agreed.
Woke up this morning to £790 gone out of my bank account.
I rang and explained what had happened and was basically called a liar. Good job I didn't clear my call history because they all of a sudden found the call on record.
After further explanation and staying calm I was told there would be a fee of £20 to pay and it would take 8 days to recover the rest.
After explaining that I was unable to pay my mortgage on Monday morning because of their mistakes I managed to get a faster payment which will still take 24-48 hrs and leave me in a world of pain with the bank, they also said as a courtesy they'd waiver the £20 .
The cheek of it !!!!
When I asked on the phone, if I went around to the lady's house to clean the windows and she said don't but I did it anyway and demanded £10 would she pay me...she didn't want to answer the question for some reason. ?
Avoid at all costs”
Hello, I'm very sorry to read about this and the inconvenience it has caused you. I hope that your refund has since arrived.
If you wish to raise a complaint concerning this experience, 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. 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
“Hasting Direct declined to change my policy to a new car, which was the same make just the newest model. They cited difficulty in getting parts. This seemed crazy to me as the dealership and servicing was available in my city. This meant I had to quickly arrange new insurance.
I had been with Hastings Direct for many years. I will not be using their services again or any kind of insurance.
They did waver the cancellation policy....I should think so !!!”
Hello. I'm sorry that we were unable to offer you cover for your vehicle and for any inconvenience this caused. When we work out the price of our policies, we consider various things, including your vehicle, address, drivers and personal details. On this occasion, it seems we can’t offer cover based on a combination of the above. I appreciate that this can be frustrating and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
“Last year £180 this year after yet another year of no claims £280 even allowing for inflation someone in Hastings is trying a fast one . Avoid like the plague when it comes to renewel time”
Hello, I'm sorry that we were unable to offer you a more competitive renewal price this year. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. I hope you can find suitable cover for your vehicle soon. ~Theo. Customer Care
Hello, I'm very sorry for any frustration the renewal process has caused. The law says any car on the road must be insured. To be certain our customers stay insured on their renewal date, we automatically renew their policies – that’s unless customers tell us not to renew. You can read about automatic renewal in your terms and conditions – you’ll also find it mentioned in the very first set of documents that we send to you along with the steps you can take to stop automatically renewing. These documents would show that the auto-renewal can be removed at any point in the first 11 months of the policy. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. ~Theo. Customer Care
“Have had two cars insured for several years and been very happy so thought I would get a quote for buildings insurance on a small property we rent out.
Well what a USELESS site, totally impossible. The questions such as ‘who owns the property ‘ and ‘who lives in the property’ have ridiculous options which are completely irrelevant!!
Difficult to find any method to contact, I have wasted enough time and so looking elsewhere!”
Hello, I'm very sorry to see that you struggled to get a home insurance quote with us and I appreciate the frustration this can cause. If you still need help with this, you can speak to the Home Sales team on 0333 321 9675. I hope that you can find suitable cover for your property soon. ~Theo, Customer Care
“Appalling
Bought car insurance, no problem.
Renewal comes through sky high. Cancelled my renewal before it starts, but Hastings has not cancelled it despite writing to me saying my new policy will be cancelled.
Apparently they don’t cancel via a letter. So why the hell do I have a letter right in front of me now saying it cancelled on the 30/03/2024.
Avoid Hastings widely. They will rip you off one way or another.
I’ve now taken my case to the car insurance ombudsman … that’s how serious this case is…”
Hello Adam, I'm very sorry to read about the poor experience you've had and to see that you had to raise a complaint concerning this. The complaint has been passed to the Customer Care Team and you can call the team to discuss it 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. I hope you get a a satisfactory resolution to your complaint. ~Theo. Customer Care
“Worst insurance company ever. They cancel your policy and send you an email after 5 days, letting you drive without insurance for this period. And they charge you for this 5 days as well.”
Hello Lucian, 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 this led to the cancellation of your policy. 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.
You should have received an email from us that explained that we would cancel the policy if the requested information wasn't provided and included the date we’d cancel it from. We apologise if you didn’t get this email. If you think your policy was cancelled incorrectly, and you would like to discuss this, please contact the team on 0333 321 9757 so they can take a look at this. ~Theo, Customer Care
“My mum has gone into care, when I asked about insurance now house empty I got an email to say the policy was being cancelled .
No help at a difficult time, they say here to help but that not the case.
If this is hiw they operate I wouldn't want to be in a stressful insurance claim!”
Hello Katrina, I'm very sorry to read about the cancellation. I'm afraid we were unable to locate a policy for your mother, however if you would like us to look into this or if you need you discuss this further, please email us at customersupport@hastingsdirect.com and send us the policy reference. We'll do all we can to answer any questions you have. ~Theo, Customer Care
“These people are the worst of the worst. If you don’t believe me, take a look at the reviews on here under hastingsdirect.co.uk
The co.uk is the wrong site to comment, and Hastings won’t take any notice of it, but the reviews on that site echo my own poor experience of them.
Obtained a good quote from them, which was dependent upon having a DriveWell Tag put into the vehicle. Whilst this was not a problem in of itself, it turned out to be a nightmare of ridiculous proportions.
After a couple of weeks checking the app, my driving score was in the low percents; which I could not understand. Despite continually checking my speed, acceleration & braking (which the app said was troublesome) it got no better.
In late March, we got a notification from Hastings, informing that the policy would be cancelled at the end of March; no warning, no opportunity to either refute or repudiate the claims, or to respond and ask for the evidence being cited. Nothing, just an ignorant silence.
After registering a complaint, we at last got some action. The lady dealing explained that one’s mobile phone registers the driving stats, through its gyro facility. She took us through the readings, and then came the KO. The app claimed that I had been using my phone whilst driving, which was an outright lie. This was why the percentages were so low, a great big hole in your numbers, if an inanimate object believed that you had been touching your phone!
I pointed out that I never do this, as it’s connected by Bluetooth, the vehicle has an inbuilt sat nav, and any music is on an iPod connected to the ICE system.
There was no right of reply, no chance to challenge any of the data, in fact no opportunity to get any form of opinion across.
Furthermore, no one could tell me what the parameters were for assessing the scores. No one could say what “hard acceleration” or “hard braking” meant. These are subjective terms, to say the least.
So, I’ve taken my business elsewhere, and I will do the same with the home insurance I have with them at the earliest opportunity.
Even murderers get their day in court, Hastings though, are quite happy to be prosecution, judge, and jury.
Avoid at all costs.”
Hello Neil, I'm very sorry to read about the poor experience that you had while insured on your telematics policy. I regret also that the complaint wasn't resolved with the outcome that you had hoped for. If you wish you can escalate the outcome of a formal complaint further with the Financial Ombudsman so it can be further reviewed. Information on how to do this would have been made available if your complaint was a formal one but please contact us at customersupport@hastingsdirect.com if you need any help with this. I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Customer Care
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. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks again, ~Nicole. Customer Care
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. If there’s anything else you need assistance with, please don’t hesitate to get in touch with us. Thanks again, ~Nicole. Customer Care
Hello Douglas, I can appreciate the frustration the fee would cause. We do all we can to reduce this frustration by making our fees clear before you buy a policy from us, and they’re stated in the policy documents you receive in the cooling off period.. We're very sorry if this information wasn't seen. If you need any further help, please visit www.hastingsdirect.com/help. ~Theo. Customer Care
“Complete time wasters. I have a brand new bike in the showroom and Hastings that I’m already insured with won’t even quote.
The bike is cheaper and a lot less powerful yet I’ve been left without insurance.. phone multi times and all I get is “computer says no” !!!!”
Hello, I can appreciate the frustration this can cause. When we work out the price of our policies, we consider various things, including your vehicle, address, drivers and personal details. On this occasion, it seems we can’t offer cover based on a combination of the above. I'm very sorry that this is the case and I hope that you are able to find suitable cover for your bike soon. ~Theo. Customer Care
“Tried to get a quote for multi bike insurance. Met with rude, disinterested call handler who barely spoke to me. Wouldn’t clarify any questions I had. Clearly somebody who hates their job! Had to terminate the attempt at getting a quote. Will go elsewhere.”
Hello Tim, I'm very sorry to read about the poor experience you had while trying to purchase a policy with us and if you didn't get the level of customer service you deserved for the advisor. Thank you for considering us as your insurer and I hope that you have since been able to find suitable cover for your bikes. ~Theo, Customer Care
“Hit by a third party insured by Hastings vehicle failed to stop no mot stupidly allowed Hastings to get involved rather than my insurers AXA , obtained parts second hand and fitted for less than £100 Hastings had a belligerent attitude , didn't want a cheap hire car saved them in the region of £1000 been offered £70 ,insured with AXA through Saga never again customer service nil”
Hello, I'm very sorry that you had such a poor experience with us. We always aim to deliver the highest level of service to all our customers so we regret if you didn't receive this. If you’d like to discuss this, we’d be happy to talk about your claim with you. To get in touch either call 0333 321 9800 or email motorclaims@hastingsdirect.com with your claim reference in the subject line. ~Theo. Customer Care
“i got Access back to my funds with EVIDENTLTD.COM ...... If not for them i would have been dead by now with what Hastings Direct did for me and my husband, THIS IS ALL SCAM ... STAY AWAY PLEASE”
Hello, I'm very sorry to see that you've had a poor experience with us. If you need any help with your policy, please contact us at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Customer Care
