Hello,
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. If you’d like to check out our other insurance options, head to our website or give us a call on 0333 321 9801. ~Theo, Social Media Team
“Despite letting them know we were going to be on holiday they continued to cancel a policy of a newly insured driver who needed to user the car when we returned from hoilday which is why I had put the policy in place befoe we left. took several hours to sort out because staff were at lunch !!!”
Hello Molly,
Thank you for your review, I'm sorry to read about the cancellation and I appreciate the frustration this would have caused. I'm glad this was resolved and the policy reinstated in the end.
If you need any help going forward, please give us a call on 0333 321 9801 if you need any further help. ~Theo, Social Media Team
Hello Kristopher,
Hi, we're really sorry to hear about the trouble you’ve had with the app — we know how frustrating that can be. Hopefully you’ve been able to access your documents now, but if not, please send us a message on Facebook and we’ll do our best to help. You can also give us a call on 0333 321 9801. ~Theo, Social Media Team
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 future.
If you need any help with your policy or have any questions, please give us a call on 0333 321 9801. We'll do all we can to help you. ~Theo, Social Media Team
Hi Callum,
Hi, sorry for any frustration caused. Our online service was down for maintenance yester, so you wouldn’t have been able to access it during that time. It should now be back up and running, but let us know if you still need help by calling our team on 0333 321 9801. ~Theo, Social Media Team
Hello Tommy,
I'm sorry to see that this isn't working as it should. If this is still the case, please delete the app, clear the cache on your device and then re-download the app. This has been found to fix the issue.
If it continues, please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
“The we spoke to was no help, would not give us amy advice on how resolve the issue. Worse customer service ever. Worse insurance company ever, cancelled policy and did not text to or call to inform us.”
Hello,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you didn't get the service you deserved . 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 future.
If you still need help with your policy, you can message us via the app or on Facebook. We'll do all we can to help you. ~Theo, Social Media Team
“Cancelled my policy and Hastings said they wouldn’t process the refund for three weeks, and then it would take up to another week to credit my account. Unacceptable.”
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 future.
Please contact us if this refund doesn't arrive within the promised timeframe. We appreciate the frustration that this can cause and I hope that it arrives soon. ~Theo, Social Media Team
Hello Charmagne,
Thank you for your feedback and for leaving us a review, it really means a lot. Please let us know if you have any questions about your cover.
~ Theo, Social Media Team
“Awful company. Would charge you for policy cancellation nearly 80£ even though its 1st day on cooling off period. Do not go there !!! You'd be stuck with unwanted policy due to cancellation fees on cooling off period.”
Hello Joanna,
Thanks for your review, we're sorry to hear you're unhappy with the terms of your YouDrive policy.
YouDrive works a little differently from standard car insurance, and we understand it’s not for everyone. We do clearly explain what’s required before you buy, including the type of policy and how it works, so we always recommend reviewing the terms beforehand.
I’m sorry to hear you had trouble cancelling the policy and hope you’ve now been able to get that sorted.
Please be aware, when a policy is cancelled, we only charge for the exact numbers of days you’ve been insured for, as well as for any fees that apply. Please visit www.hastingsdirect.com/about-us/our-fees for details of our fees and charges.
You can find a breakdown of the costs of your cancellation (how much you’ve been charged compared to how much you’ve p
Hi Neil,
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 future.
If you need to discuss the policy with us, please give us a call on 0333 321 9801. We'll do all we can to help you. ~Theo, Social Media Team
“I'm new to Hastings, and have tried contacting their customer services team via the app, and have had no response at all.
If this is how it's going to be, I wish I'd stayed with my previous company, who were great at responding!”
Hi, thanks for your review. We're really sorry to hear you've had trouble getting in touch with us.
You can call our customer service team on 0333 321 9801. We also have a live chat available through MyAccount, which gives you an instant response. Alternatively, you can message us via Messenger—just note that replies can take up to 24 hours.
If you're still needing help, please reach out via Facebook or X and we'll do our best to sort things out for you!
Thanks,
Nicole, Social Media Team
“Purchased policy through a comparison site, but couldn't view the documents online. I.T. at Hastings would not be able to get back to me until after the policy was due to start, so I was left with the risk of driving a brand new car with no proof of insurance. No way I would risk that, so forced to cancel the policy and got charged £20 for doing that. Terrible customer service, will avoid in future.”
Hi Christopher,
Thanks for your review, we’re sorry to hear you’re unhappy about our fees.
We appreciate no one wants to be charged fees but, like most other insurers, these cover some of our business costs - like the costs of staffing our contact centres, managing your policy, creating and sending documents and maintaining and developing our systems.
We try to keep these in line with everyone else and make it as clear as possible how much these fees are and that they’re non-refundable.
If you follow this link: www.hastingsdirect.com/myaccount/login, it’ll take you to our website, where you’ll be asked to enter your email address. After completing the other security questions, you’ll then be registered and can log in to manage your policy.
Thanks,
Nicole, Social Media Team
Hi Aaliyah,
Thanks for your review, we’re sorry you weren’t happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
If you’d like to discuss this further, make a complaint or have any questions, please call our Claims team on 0333 321 9800 or send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
“The policy hasn't even started yet but I've had endless emails from you, badgering me to set up an app, now a review request. The only thing people want from insurance is that it pays up when they genuinely need it to. I hope I never need it.”
Hello Emily, thank you for choosing to insure with Hastings Direct this year. We hope you have the best possible year with us. We'll pass this feedback concerning the review to the relevant team so this can be reviewed. ~Theo, Social Media Team
“Got the App, registered, logged in, can't see a single sign of my policy documents.
Also the help pages on the website are sending me around in circles with this technical issue of accessibility.
To make things worse the website advertises that if you need to raise an new incident/claim there are all these 24/7 telephone numbers, but when I rang one (Sunday evening), there was an automated message saying the offices are closed. Does not leave me brimming full of confidence does it?
And the home emergency cover is a bit rubbish if guttering is not covered, as I have been told by the call taker - and I cannot see the policy documents to verify for myself.”
Hello,
Thanks for your review, we’re really sorry to read about the poor experience you've had and to see that you have not yet received your documents. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
If you are still unable to see your documents, please send us an email at customersupport@hastingsdirect.com so we can take a look at this for you. We'll do all we can to help. ~Theo, Social Media Team
“The app doesn't work
The You Drive gadget doesn't work
Trying to get hold of a human person at your call centre is almost impossible ... and when you finally get through to someone, they are completely useless and have no idea on how to sort things out”
Hello Muhayman,
Thanks for your review, we’re really sorry to read about the poor experience you've had. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
I hope you have since been able to get the help you need. If not, please email us at customersupport@hastingsdirect.com so we can take a look at this for you. ~Theo, Social Media Team
“I had to change my multicar policy, to add my wife’s new car. My goodness, after 2 days of trying to speak to customer service we finally got through to a service agent, who appeared to eating her dinner at home. Between mouth full of food we struggled to understand what she was saying. She had a strong accent also and seemed unsure how to answer my request. After 20 minutes of questions and answers, we were informed that Hastings couldn’t cover my wife’s new car. Confused by the incident we were receiving, we had to cancel the policy on my wife’s old car and seek another policy with another company. My goodness what a very frustrating experience, I will never use Hastings again!”
Hello Timothy,
Thanks for your review, we’re really sorry to read about the poor experience you've had. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
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.
If you want to make a formal complaint about this, please give us a call (on 0333 321 9801), send us a letter or fill out our online form found on our website here:(https://www.hastingsdirect.com/about-us/customer-complaints/). Once we’ve logged your complaint, we’ll get back to you within five working days. ~Theo, Social Media Team ~Theo, Social Media Team
Hi,
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. If you’d like to check out our other insurance options, head to our website.
Thanks,
Nicole, Social Media Team
Hi Krysztof,
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 send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
