“I am livid, I have just had a call with an extremely rude and condescending man called Colin. I emailed in because I had a contractor out to remove the walls, remove the damp and start the drying process. There was black mould remaining when I returned to the property, some of the skirting had not been removed (wet skirting), only half the kitchen floor (report said all of it). Dust everywhere (I know that cant be helped but was loads in my beroom upstairs, yet not my sons (both on the same floor) and both had doors shut. Also the dehumidifier being used to dry the cupboard (the source of the damp/mould) is a fan. Whilst the man that attended the property was nice enough the man (Colin) was awful. All he had to fo was apologise and explain things step by step. He was defensive and didnt want to listen to me. I asked to log a complaint and a recording of the call but he said I had to go to Hastings Direct for that. I then said I didnt want BVS doing the restoration works based off of his attitude and he said “thats fine, we will collect the drying equipment and close your case”. I told him just how rude and unhelpful he was but he didnt care, saying “I dont have an attitude”. I will also not be renewing with Hastings if this is the sort of company they use. Absolutely shocking service.”
Hi,
We’re sorry you’ve had an issue with our service.
If you want to make a complaint, please fill out the online form at www.hastingsdirect.com/help/complaints-form or give us a call on 0333 999 8904. Once we’ve logged your complaint, we’ll be in touch within five working days.
Thanks,
Nicole, Social Media team
“We had an absolutely dreadful experience with Hastings Direct. A claim was deemed our fault without anyone from Hastings ever viewing images of our vehicle — which, by the way, had no damage at all. The other vehicle had significant damage, which made the whole thing scream “crash-for-cash”, yet Hastings didn’t even bother to investigate properly.
We received no calls, no letters, and no emails from them throughout the process. We had to chase them every single week for months just to get basic updates. Eventually, we were told to submit photos of our undamaged car ourselves — only for Hastings to say their “IT system” had to verify the attachments as safe before the case handler (who we’ve never spoken to) could even view them.
To make matters worse, we only found out the claim had been made and closed when my partner went to renew their car insurance! Hastings had made a decision, closed the case, and never once contacted us. When we challenged this, they admitted they couldn’t determine who was at fault — yet they still left the claim as our fault, even though they never viewed the evidence.
We raised a formal complaint, but (surprise, surprise) no one ever called us back. They eventually closed the complaint, acknowledged that there had been failings, but refused to correct the record. They still haven’t viewed the images we sent and refused to tell us what the so-called “technician’s report” said — and they also refused to put anything in writing.
In short: terrible communication, poor investigation, and zero accountability.
They’ll happily mark a claim against you without doing their job. Avoid Hastings Direct completely.”
Hi Jaymie,
Thanks for your review, we’re sorry you weren’t happy with our service on this occasion.
Providing our customers with the best possible experience is always our top priority – especially when it comes to making a claim.
If you’d like to discuss this further or have any questions, please call our Claims Team on 0333 321 9800.
Thanks,
Nicole, Social Media team
“Absolute farce trying to cancel a policy .and now saying i owe a certain amount of money even though this wasnt discuss in a hour long conversation trying to sort a new policy out”
Hello Barry,
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.
If you need to discuss the amount quoted after the cancellation, please let us know by calling 0333 321 9801 so our advisors can take a look at this. ~Theo, Social Media Team
“While the telephony contact is great, no customer contact email address exists for this business. The in-app chat does selective responding. Where you make and highlight 4 questions, you will be lucky to get a half-hearted response on one.
Never using again.”
Hello,
Thank you for your review, we're grateful for this and will pass it to the relevant team. We hope you have since been able to get the help that you need. If not, please send us a private message on Facebook with your questions and we'll do all we can to help you. ~Theo, Social Media Team
“Bit of a dogs dinner really. 30sept 2025
Purchasing the policy was time consuming as additional information seemed to be requisitioned ad hoc my driving licence number. Had to potter off up 2 flights and back by which time the form had timed out and had to start again. Ditto above when husbands license number was required just as I thought we were on a roll. Then the date of a windscreen claim from 2022 off I go again to find the paperwork and timed out again.
Finally got to payment for a multi car payment but only part payment requested.
Rang the number to clarify and request paper copies in post long wait as high volume of calls finally spoke to a lovely lady who advised payment for the 2nd car would be taken as the 2nd car expired and that hard copies would be forwarded within 7 to 10 working days.
Received 8 emails and some additional texts welcoming us to Hastings etc. All is well with the world🤗
And then….. the following day 2 mails/texts advising cancellation of the car policies with no reason given
Another lengthy phone call on hold, finally spoke to another lovely young gent who had a check on current status.
It transpired that the policy I had selected I had included that many add ons it was more prudent to convert to a premier policy which was inclusive of the these elements . And yay I was still insured, docs would be in the post ,he wasn’t sure why the cancellation advice had been sent. So all is well again🤗
Returned home after a short trip to see daughter 11 Oct and we have 2 letters advising the car policies have been cancelled!
So I use my car for work and I’ve no idea whether my car is insured so back onto the phone again lenthy wait to speak to an agent passed on to further departments twice finally to a very helpful young man who confirmed we were insured not sure why docs hadn’t gone out but would expedite. Monies for the 2nd car would not be taken as an additional debit however, I would have to make an active payment or the 2nd car could risk being uninsured. So all may be well or not. That call on Saturday lasted well over an hour being on hold and being passed to various colleagues.
Husband has blamed my lovely self for changing insurers and now thinks his future insurance status is at risk and the lack of clarity his initial conclusion being that the site was some form of scam and that the premium had disappeared into the internet cloud and at one point I was inclined to agree.
So we await with bated breath for welcome pack and docs which I need for my work place!
Sorry to be so long winded, but you did ask🧐😅”
Hello,
Thanks for your feedback, we're really sorry to hear about your poor experience while trying to purchase these policies. 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.
Looking at the policy reference, I can see that there is a live policy in place and documents were posted on the 11th of October. If they do not arrive in 7 working days from that date, please let us know so we can take a further look at this. ~Theo, Social Media Team
“Utterly uncommercial. One day late to install the tab in our car (we were away) and no leeway given at all - policy cancelled and we were told to go elsewhere. Ridiculous.”
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 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 if these weren't seen and that it led to the cancellation of the policy.
I appreciate the frustration that this couldn't be reinstated and I hope you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
“Do not touch Hastings Direct with a barge pole. Awful customer service, on hold for 20 minutes every time you want to speak to them. App very unreliable. Problem with my ‘black box’ connection and the policy cancelled suddenly with virtually no warning. No compassion, humanity, reasonableness. It really makes you feel so crushed dealing with faceless companies like this, if they come out cheapest, it’s for a reason. AVOID.”
Hello,
Thanks for your review, we’re very sorry to see that the policy has been cancelled and that you had such a poor experience.
We normally cancel a policy when the conditions of your insurance haven’t been met. You should’ve received a few notifications explaining why your policy was cancelled, including the date we’d cancel it from. We regret that these weren't seen.
I appreciate the frustration that this couldn't be reinstated and I hope you are able to find suitable cover for your vehicle soon. ~Theo, Social Media Team
Hello Joshua,
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
Hi,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled.
We normally cancel a policy when the conditions of your insurance haven’t been met.
If you believe that this policy was cancelled incorrectly, please give us a call on 0333 321 9801 so our team can take a look at this for you. ~Theo, Social Media Team
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 as it is made clear there what kind of policy this is. 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
“Just liars work there...first consultant promised I'll be refunded in 3-5 days...of course nothing has been refunded. Another consultant promised when I contacted them again I'll be refunded by the end of September. Of course nothing has been refunded either... liars, liars, liars... never ever again deal with them... should give them 0 stars.”
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.
I hope that progress has since been made and your refund has since arrived. If it hasn't please give our team a call on 0333 321 9801 so they can take a look at this for you. ~Theo, Social Media Team
“Absolutely no communication has been received with regards to your website and ‘my app’ being down for essential maintenance this evening and therefore I have no way of being able to cancel my policy.”
Hello Lindsey,
I'm sorry to see that you struggled to reach us and arrange the cancellation of your policy. I hope you have since been able to arrange this. If not, please give us a call on 0333 321 9801. Our advisors would be happy to help you. ~Theo, Social Media Team
Hello Lynette,
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
Posted 1 month ago
Hello Lynette,
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
“Customer service is appalling. 30 minutes on the phone to a non UK call centre for a simple request to send me a hard copy of the Policy Booklet, missing from my posted documents .
The operator didn’t have a clue what I was asking for. I asked to speak to her manager… not available, call back!!!?”
Hello Timothy,
Thank you for your feedback.
We're really sorry to hear about the experience you had. 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.
Please note we do not provide hard copy of the policy booklets. All our policy booklets can be found online here: https://www.hastingsdirect.com/car-insurance/policy-info/policy-booklets/
Please contact us if you have any further questions about this. ~Theo, Social Media Team
“Very poor write from the start giving wrong information all the way time after time quick to take money very poor service would not recommend to anyone”
Hello Martyn,
Thank you for your review, I'm very sorry to see that you have had a poor experience with us and that this resulted in the cancellation of your policy.
We appreciate this may no longer be the case but if you need any help please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
Hi Alaistair,
Thanks for your review.
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
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 as it is clear what is included and required from the customer. 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
Hello,
Thanks for your review, we’re sorry you’re unhappy your policy was cancelled.
We normally cancel a policy when the conditions of your insurance haven’t been met. 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 if these weren't seen and that it led to the cancellation of the policy.
I appreciate the frustration that this couldn't be reinstated and I hope you are able to find suitable cover for your vehicle soon.
If you think this was incorrectly done and you would like to make a complaint, 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
Helo,
Thanks for your review, we’re sorry you’re unhappy with the terms of your YouDrive policy and that we couldn't offer you a more competitive price.
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
“Unable to access my policy via your App.!!
Message displays- unable to access policy. Please remedy this asap or I will have to consider cancellation of my policy.”
Hello Christopher,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you were unable to access your online account. I appreciate the frustration this would have caused.
If this issue continues, please give the team a call on 0333 321 9801 so that the relevant team can take a look at this for you. ~Theo, Social Media Team
