“I have been asking for clarification on parts of my new policy I have taken out with Hastings, giving a deadline, which has been ignored and the confirmation still not received nor has this even been chased up by customer care.”
Hello,
Thank you for your review, I'm very sorry if you have been unable to get the help you need. Looking at the policy, I can see that you have had responses to your emails. If you still need assistance, please let us know via email or just give us a call on 0333 321 9661 so we can help you. ~Theo, Social Media Team
“I keep getting messages from you regarding my NCD certificate. I have emailed this to you 3 times now and trying to ring you numerous times has been impossible! Please telephone me on 07873127028. Thank you. Sally Thorpe.”
Hi Sally,
Thank you for contacting us.
Looking at the policy, I believe that the no claims has been received. The advisors have contacted you to inform you that this is the case and let you know that other information is needed. If you have further questions, please let us know by sending a message to on Facebook or X, @Hastingsdirect.com so we can help. ~Theo, Social Media Team
Hello James,
Thank you for your review, I'm very sorry to read about the increase in price and I appreciate the frustration this would have caused.
I'm afraid our quotes are impacted by live pricing. As a result, the time and date the quote is done or the policy is purchased can impact the price. The details are retained for 30 days but the price is subject to change.
I regret that it resulted in an increase on this occasion and thank you for insuring with us despite this being the case. ~Theo, Social Media Team
“I have sent multiple requests in for email verification on the app. I dont seem to be getting these through. Yet I am expected to connect my app to the tracker. I can't do that till I get my email verified. I am travelling and will not be able to connect this till after I return.
Minesh”
Hello Minesh,
Thank you for your review, I'm very sorry to see that you have struggled with the app and connecting your box to this. Before you travel, please inform the team of your issue. You can also send us a message on Facebook so we can raise this with the trained advisors. They can put measures in place to protect the policy while you are away. ~Theo, Social Media Team
“Brand new customer and the 24hr chat box is not very good, asked one question, two hours later got a response?? In between made a call to the company to sort out my query.”
Hello,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you struggled to reach us quickly and get the help you need. Thank you for your patience while doing so. Going forward, you can also send us a message on Facebook or X, @Hastingsdirect as an alternative to the phone. We'll do all we can to help. ~Theo, Social Media Team
Hello Grenville,
Thank you for your review. Looking at the policy, I can see that the delivery method for your documents is set to email. This was chosen when the policy was bought. As a result, they will be sent via that method. If you would like to have them posted, please contact the team by calling 0333 321 9801 and they can arrange for this to be sent to you. ~Theo, Social Media Team
Hello James,
I'm sorry to read about the increase in price and I appreciate the frustration that this would have caused. I'm afraid our quotes are impacted by live pricing. As a result, the time and date the policy is purchased can affect the price you pay. I regret that it didn't result in a decrease on this occasion. ~Theo, Social Media Team
“I've had no interaction with anyone since my policy has started / no feedback to suggest what if anything will change if my driving performance will affect my policy , in terms of policy price reduction ?”
Hello Chris,
Thank you for your review and for insuring with Hastings Direct. Your score and driving performance will be taken into account at renewal and may impact the price at that point. Please give us a call on 0333 321 9801 if you have any further questions. ~Theo, Social Media Team
“Called customer service number today to notify change of address, having been on hold for 10 minutes the operator requested that I get authorisation to give details as my wife is policy holder, I named driver. I had to go up to call through the bathroom door as she was in the shower ! Now I can speak to her, we cannot give change of address details over the phone only on - line through app.! How b---- y ridiculous & an example of typical bad customer duty of care & protocol gone wrong. Hastings,please realise we all do not want to be on line robots!”
Hi Neil,
We’re sorry to hear you’re unhappy with our data protection checks.
Whenever we speak to a customer, we must complete verification and identification checks. These are in line with data protection legislation that keeps people’s information safe and secure.
We also have a duty of care to make sure we’re only speaking to the policyholder or an authorised person. This makes sure we don’t discuss policy details with someone who shouldn’t know them — or make changes they’re not allowed to ask for.
If you think we’ve made a mistake, or you hold a Power of Attorney or deputyship document, please use the details at www.hastingsdirect.com/contact-us to get in touch.
Thanks,
Nicole, Social Media team
“I have not recerived my Tab to set up-youdrive. I keep getting texts, emails etc to do this and I only took out the policy on the 28th Dec. I phoned customer service tonight (who were not at all helpful). I work long hours and there is no-one here to take delivery of said tab. I asked if it could be delivered to my work addess as I am unable to be home durning the week and the answer was a very firm NO!! No solution was offered. In theory your cover works very well and offerred me ebverythiong I wanted but I do not have someone available to take deliveries of said tab (someone who does not work regular hours or does not work at all). Hardly a 21st century solution and this is where your product advantage fails (at first hurdle).”
Hello Sharon,
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.
Looking at the policy, I can see that steps have been taken to protect the policy until this is resolved. Please contact the team if you do not receive the latest tab they sent. ~Theo, Social Media Team
Hi Henry,
We’re sorry things haven’t gone as you expected.
We always let our customers know in advance if their policy will be cancelled and try to give a reason why it’s happening. You should have received a letter or email explaining the situation, as well as giving you the cancellation date. Once again, we’re sorry for any frustration this has caused.
Thanks,
Nicole, Social Media team
Hi Ed,
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 kind of policy this is. If you’d like to check out our other insurance options, head to our website. ~Theo, Social Media Team
Hi, sorry to hear you're having trouble with MyAccount. Please try the following steps to get back in:
• Delete the app
• Clear your device's cache
• Go to the website and click 'Forgotten password'
• Reset your password using only letters and numbers
• Once you're logged in, reinstall the app and log in again
Let us know how you get on!
Thanks,
Nicole, Social Media Team
Hello Sally,
Thank you for your review, I'm sorry to see that you struggled to reach us and get the help you need. If you have any questions about your policy you can also send us a message on Facebook or on X @HastingsDirect. We'll do all we can to help you. ~Theo, Social Media Team
“Hastings sent me a renewal quote that was more than last years policy (of course), but one hundred pounds more than the same policy through Money Supermarket. What happened to customer loyalty? And then after I took the cheaper renewal they haven't sent me any paperwork, but did send me two additional renewal invites. Crazy!”
Hello Barry,
Thank you for your feedback.
As a broker, Hastings Direct provides a number of different policies, each having different levels of cover. As a result, it is possible that prices can vary internally and at times you can go online and find a more competitive price. In this situation just give the renewals team a call and they can try and match the price if the details of both quotes are the same.
I can see that documents for the new policy have been emailed to you in line with the delivery method chosen when the policy was purchased, so they will arrive in an online account. If you would like this posted, please give the team a call on 0333 321 9801 and they can arrange this for you. ~Theo, Social Media Team
“Easy process and used before but quoted £404 on compare the market. Clicked go to provider and it jumped £60 for no reason. Was told this can happen with no real reason why. Seems odd offering a price on compare the Market to not be able to stand by it”
Hello James,
Thank you for your review and I'm sorry to read about the increase in price. We're unable to look at the online quote here but we'll feed this back to the relevant team so they can look into this further. Thank you for choosing to insure with us this year despite having this experience. ~Theo, Social Media Team
Hello Giles,
Thank you for your review. It may not be possible to have both policies on one account and the email address on the second policy may need to be changed so that the second policy has its own account. Before doing this, please contact the team on 0333 321 9801 so they can look at the options for you and see what is possible in this situation. ~Theo, Social Media Team
“I bought the car insurance policy.and paid for the insurance. Hastings direct cancelled my policy after 13 days just because I couldn't connect the you drive tab in the car.
It is very unfair. I have been treated badly.
I complained but they were not helpful.
Customer service is very poor.”
Hello,
Thanks for your review, we’re very sorry to read about the cancellation of your 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 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 formal 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
“I asked for an explanation of your black but deataquils were refu7sed , i hoped toi get these in the policy document but unfortunately more vague waffle.. we will see.
recieved e-mail saying that i was not sharing data as required. i replied saying the car had not moved as i was abroad. unread. phoned when i returned to country but there was confusion over app.”
Hi Gareth
Thanks for your review, I'm very 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
“Rude people, still waiting for my paper copy and have no idea what my monthly payment will be.
No I don't have the app, doesn't work well in the area I live”
Hello Christina,
Thank you for your review. I have accessed the policy and arranged for this document to be posted to you. Please expect it in the next 7 working days. If you need any further assistance, please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
