Hi Navsukhdeep,
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 it is clear what is included and what kind of policy this is. If you’d like to check out our other insurance options, head to our website or give our team a call on 0333 321 9801 so they can help you. ~Theo, Social Media Team
“The on call representative was very impatient and upon asking for explaining some technical jargon, he kept repepating the same sentence, exact same words again and again. The quote he generated ( as an existing member) was worse than what I obtained online. I would avoid calling into the system to seek support in the future. Hire better. Of people think they are better than being in customer service, let them go.”
Hello,
Thanks for your feedback, we're really sorry to hear about your experience. We always aim to provide great service, so it's disappointing to know we missed the mark this time. We'll make sure your comments are passed on so we can do better in the future.
We've located the advisor you spoke to and we'll pass this feedback to the advisor's team leader with the intention of improving how they handle calls of this nature going forward. Thank you for raising this with us. ~Theo, Social Media Team
“I don't recommend to anyone as the handler that was assigned to me was really rude and instead of helping was doing absolutely opposite and because of that o the company have lost client and policy wasn't renewed.”
Hello,
Thanks for your feedback, we're really sorry to hear about your experience. We always aim to provide great service, so it's disappointing to know we missed the mark this time.
We've located the advisor you spoke to and we'll pass this feedback to the advisor's team leader with the intention of improving how they handle calls of this nature going forward. Thank you for raising this with us. ~Theo, Social Media Team
Hello Judith,
Thanks for your review, I'm sorry to see that you had a poor experience with us.
We’d love to know more about why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
“Password set up for My Account did not work. Phoned to get assistance, was told a ticket woud be raised by IT and that they would send copies of my policy via email in meantime. I have not been sent my policy documents or had any follow up regarding the My Account set up so am still unable to view or use my account correctly.”
Hello Callum,
I'm sorry to see that your documents have not yet arrived and that you've been unable to access your account. I hope this comes to you soon. If it hasn't, please send us a message via Facebook or X (formerly Twitter) so we can help. ~Theo, Social Media Team
Hello,
I'm sorry to see this and I hope that you have since been able to reach the Customer Service team and get the help you need. If not, and you would like a call arranged, please send us a message via Facebook or X (formerly Twitter) so we can arrange this for you. ~Theo, Social Media Team
Hi Harry,
Thanks for your review. We're very sorry to see that you had such a poor experience with us.
We’d love to know why more about you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please give us a call on 0333 321 9801 so we can help you with this. ~Theo, Social Media Team
Hi Mustapha,
Thanks for your review.
We’d love to know why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
Hello Louis,
Thank you for your review, I'm sorry to read about the increase in price. I'm afraid our quotes are impacted by live pricing. As a result, the time and date the quote is purchased can impact the cost of your policy. I regret that on this occasion it didn't result in a reduction and thank you for insuring with us despite this being the case. ~Theo, Social Media Team
“Confusing letters sent out confirming cancellation of cover.
Cancellation as a result of the opening of new cover need to talk to one another.
There should be one letter confirming the cancellation of one policy and the consequence opening of new cover.”
Hello Alistair,
Thank you for your review and feedback concerning this. We'll be sure to pass this to the relevant team as we can appreciate the confusion that can be caused during this time once the old policy ends. We appreciate you raising this with us and we hope you have the best possible year with your new policy. ~Theo, Social Media Team
“So i got into an accident (wheel arch and bumper passenger side damage), they put me through to a garage to fix my car which they did. After a couple days, my bumper showed a gap between the headlight and bumper and i can clearly see the bumper clips not attached so i contact hastings and them and the garage decide its due to “pre existing damage” now my car had previous damage but the damage is literally on the other side of the car! (Driver side).
A few days go by my bumper starts to fully stick out from the side, and i found bolts in the footwell in the car and i saw where they should go and its empty so its not like they replaced the bolts for new ones they just didn’t put them back, and my car starts to pull to the left when driving because they changed one of my tires without changing the other one or even balancing them.
I immediately contact hastings again and they kept “writing notes on file” and that a case handler will get in touch by the end of the week, friday comes along and i hear from no one so i call again and i had to explain everything from scratch because when they read the notes back to me none of it was accurate, and the person said the case handler will be assigned by the end of next week and i should call if i dont get one because i should definitely be assigned one.
Of course no case handler assigned until after that week, now this person “Tommaso” rung me but he intentionally hung up, i picked up my phone to answer 2 seconds after it started ringing and he hung up and followed with an email introducing himself and saying “i have it here saying that your repairs were incomplete”. Interesting way to phrase poor repairs….
Of course i called back immediately after he hung up on me and asked to speak to him but they said “hes on a call” so i ask for him to call back. 2 days later, nothing from him so i call again and they tell me “hes on a call” so i ask for him to call again but he doesn’t call. So i called again after 2 days and they told me that he is off work.
Immediately after the second attempt where i mentioned that i will be going to the financial ombudsman the garage called me to say “bring your car for inspection”. Bear in mind i have a case handler who is refusing to speak to me and a garage that i do not trust and caused me distress so i refused to bring it to them before speaking to mr Tommaso who isnt calling me as my CASE HANDLER.
These people constantly tell me they are writing notes, missing key details of my case, and not acting on any of my concerns, before even letting the repairs happen i brought up that the garage has bad reviews and i dont trust them and they never listened to me, and i also requested they physically inspect my car multiple times before they repair it but they just did it based on pictures.
Absolutely zero customer service or car, i have a big ACCA paper to study for while juggling work commitments so i am incredibly stressed and hastings has only made it worse for me.
I hope my experience helps others, a key part of insurance companies is the people who speak to customers because your whole case might go the complete opposite of what it should be if they do it wrong and this is what is happening with me because of their poor customer service.”
Hi Mohammad,
Thanks for your review, we’re sorry you weren’t happy with our service on this occasion and to see that you have had such a poor experience during your claim.
Providing our customers with the best possible experience is always our top priority especially when it comes to making a claim, so we really regret that you haven't received this.
You would need to raise a complaint internally before referring to the Financial Ombudsman. If you haven't already done so, 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, Social Media Team
“Terrible telematics box tells the app I'm using my phone 5 times during a ten mile trip, when I will not even touch my phone whilst driving. Reduced my score from 100 to 25.ill carry on using it for the next week, if it does it again I'll be cancelling and go with someone else. Also the app is power intensive and needs access to all kinds of permissions on the phone such as your pictures and memory card etc. Why oh why does it need these permissions, is it to make out you are taking photos whilst driving. It has also not recorded several trips now. What is the point😡😡😡”
Hello Ian,
Thank you for your review, I'm sorry to read about this. Just a reminder that using Bluetooth controls to control the phone while driving can negatively impact the driving score. Also please do not give the paired phone to passengers as the app doesn't recognise different users, it just tracks movement.
The app is designed to use as little power and data as possible. So it shouldn’t make a big impact on your battery’s life. If you believe the app is having a big impact on your battery, please call our YouDrive team on 0333 321 9801. ~Theo, Social Media Team
“Hello my name is Serkan Tuncel I been with Hastings direct more than 7 years. Recently I had incident wasn’t my fault and they wrote off my car. And they valued my car only £1100 for Nissan micra. Mine was worth 2k recently changed clutch fuel sensonr long mot and serviced. My car was cat N before they put £700 down from car because of the cat n before. I know insurance do for cat S but not for cat N. They just send me second offer was same I didn’t accept it. Let’s see what happens I won’t accept that offer. Cause I can’t not find car for £1100 same as mine.”
Hello Serkan
We’re sorry you’re unhappy with the value we offered for your vehicle. We use industry approved guides (such as Autotrader) to value vehicles based on market information.
This looks at specific make, model and mileage and assumes the vehicle is in good condition and has a full service history. We then use these details to complete our assessment and provide you with a fair and accurate overall valuation.
If you’d like to discuss this further, please give our Claims Team a call on 0333 321 9800 or send us an email at motorclaims@hastingsdirect.com. ~Theo, Social Media Team
Hello,
Thanks for your feedback, I'm sorry to see that you had such a poor experience.
We’d love to know more about why you gave the rating you did and if there’s anything we can do to help you.
If you want to let us know more about what’s happened or there’s something specific, you’re unhappy about, please give us a call on 0333 321 9801 so we can take a look at this for you. ~Theo, Social Media Team
“I am not at all happy
I purchased 28th July / the policy commences in 24th August.
As soon as a purchased the policy I realised the address was wrong (my details stored in confused.com) I sincerely thought I had updated my address .I immediately tried to call to try and rectify this but I couldn’t get through / I then sent messages via the app with my new address . I felt I should not have to pay having tried to rectify the problem immediately. I managed to get through 15. 8.25 and I had to to change my address cost £68 which I feel totally unfair. The agent then said it might be cheaper to cancel and get a new policy - which I did I lost £73 changing over the policy and still had to pay a further £60 for the new policy which had not even started yet !! Totally unacceptable and unfair”
Hello,
We’re sorry that you struggled to reach us and that you’re unhappy with the price we offered. Your insurance policy and price are based on both your individual details and the world around you. This means any changes in your personal circumstances will usually mean your price changes as well.
Other outside factors can impact the price of your policy too. For example, the cost of repairs or labour, or theft in your area. There are also broader trends that can influence your price, such as inflation, changes to used car values or energy costs.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. To make sure we're always competitive, we also constantly monitor market trends and regularly adjust our prices.
If you'd like to discuss this in more detail, you can find lots of ways to get in touch at www.hastingsdirect.com/contact-us. Theo, Social Media Team
Hello Jonathan,
Thanks for your feedback, we're really sorry to hear about your experience and to see that the tab hasn't yet arrived. We always aim to provide great service, so it's disappointing to know we missed the mark this time. We'll make sure your comments are passed on so we can do better in the future. If the tab doesn't arrive in the next two days, please contact us so we can help you further. ~Theo, Social Media Team
Hello Terry,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you've struggled to access your online account. We always aim to provide great service, so it's disappointing to know we missed the mark this time.
If this is still an issue, please give us a call on 0333 321 9801. Our team will be happy to help you. ~Theo, Social Media Team
Hello,
Thanks for your review, we’re sorry you’re unhappy with the cancellation of the YouDrive policy.
A YouDrive policy is slightly different to a standard car insurance product, and we appreciate that it’s not for everyone. We make sure our terms and conditions are clearly stated before you buy a policy online. This includes the need to share your driving data with us through the app by driving the vehicle. If the vehicle is not going to driven for an extended period of time or the app cannot be paired to the box within the required time frame, the Telematics team will need to be informed by the policyholder before the period begins and before the policy is cancelled.
Documents and emails would have been sent days in advance of the cancellation explaining why the policy was being cancelled and when this would be done.
I regret that the policy has been cancelled and I hope you can find suitable cover for your vehicle soon. ~Theo, Social Media Team
