Hello Barry,
Thank you for your review, I'm sorry to see that were unable to offer you a more competitive price this year. If you would like to discuss the price of your cover, please give us a call on 0333 321 9801 so we can take a look at this with you. ~Theo, Social Media Team
Hello
Thank you for your review and for taking the time to share this with us.
I'm sorry to see that you've not having the best experience with the telematics policy. The Telematics team does take into account that you will have to adapt to the road ahead and that this, as well as other road users can cause you to take actions that may impact your score.
As a result they acknowledge that your driving score won't always be at 100. For the sake of the policy, it just needs to be above 30. If you have any questions or concerns, please call our YouDrive team on 0333 999 8911. ~Theo, Social Media Team
“My insurance cost is so high because I wanted to start driving when I bought my car, it doesn’t make sense to me why I am penalised for this for 11 months of payment to come. YouDrive tab was easy to install however and came quickly.”
Hello,
Thank you for your review, I'm sorry to see that were unable to offer you a more competitive price this year.
Thank you for choosing to insure with us despite us not being as competitive as you would like. Please remember, you can contact us to discuss the cost of your policy by calling 0333 321 9801. We'll do all we can to help you. ~Theo, Social Media Team
“Your on line service let you down. It kept stopping me from putting in my bank details twice.had to ask for help it was done by one of your operators for me we had to star from beginning”
Hi Sharyn,
Thank you for your review. We're sorry that you had issues with the online system.
We keep this up to date, and make sure that it is always running. I am sorry that you had issues online and then had to call to get this sorted, and start from the beginning of the quote again.
Thanks,
Nicole, Social Media Team
“Firstly, hastings have significantly penalised my black box score after using waze while driving, as apparently it counts as “phone usage”. Secondly, the policy is so harsh on little things such as harsh braking. If i were not to harsh brake in certain situations, it could lead to death of others.”
Hello Joshua,
Thank you for your review and for taking the time to share this with us.
I'm sorry to see that you've not having the best experience with the telematics policy. The Telematics team does take into account that you will have to adapt to the road ahead and that this, as well as other road users can cause you to take actions that may impact your score.
As a result they acknowledge that your driving score won't always be at 100. For the sake of the policy, it just needs to be above 30.
Please note, if you use hands-free controls to change the phone's screen or control the phone while the car is in motion, this could impact your score. If you have any questions or concerns, please call our YouDrive team on 0333 999 8911. ~Theo, Social Media Team
Hello Christine,
Thank you for your review, I'm sorry for any confusion caused by this. We advise that documents are sent in 7 working days as opposed to 3-5. I apologise if you were informed otherwise.
If the document still hasn't arrived to date, please email us at customersupport@hastingsdirect.com so we can help you. ~Theo, Social Media Team
“According to money supermarket. Com I found prises £580.20 . As I promised to seller that I was Hastings Direct quite a long time that’s why I came back. Could Hastings Direct consider competitive market value my BMW car Reg KS67YDH, it would be very much appreciated. Kind regards Mahmudul Hasan”
Hello Mahmudul,
Thank you for your review, I'm sorry to see that we were unable to offer you a more competitive price this year. If you are interested in discussing the cost of your policy, please give us a call on 0333 321 9801 so our team can take a look at this for you. ~Theo, Social Media Team
“I have Parkinson's and my wife is my registered carer. The lady she spoke to made her wake me up to give permission for her to set up the insurance and again to use the card I had given her to pay the premium!
I understand protocols but felt that was totally unnecessary as she is my wife and the main driver on the policy.
Since policy inception, each time I try to log in I am asked for a new password so I have run out of options and can't use the online facility!
We shall have the lengthy telephone wait again but I've decided it will not be while I'm trying to sleep!”
Hello Timothy,
Thanks for your review, we’re really sorry to read about the poor experience you've had on this policy. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion. In this situation maybe a call back at a convenient time could have been arranged.
We've located the advisor you spoke to using your policy reference and we'll feed this back to their team leader with the intention of improving how they handle calls of this nature going forward. Please contact us if you have any further questions concerning your policy. You can email as an alternative to the phone at customersupport@hastingsdirect.com ~Theo, Social Media Team
“You have sent me a email and a letter saying your going to cancel my insurance due to not having my tab in my car but I haven’t received my tab and have all ready phoned twice”
Hello Kacey,
Thank you for your review, I'm sorry to see this has not yet arrived.
Looking at the policy, I can see that measures have been put in place to ensure the policy is not affected until the tab arrives. If it doesn't by the 17th of May 2025, please contact the team and let them know so they can take a further look at this. I hope the tab arrives soon. ~Theo, Social Media Team
Hello Emily,
Thank you for your review, I'm sorry that you have been unable to resolve this but I hope that progress is being made.
Please contact us if you still need assistance with this so we can help. You can also email us at customersupport@hastingsdirect.com as an alternative to the phone. ~Theo, Social Media Team
“We have insured our car but the wrong start date was on the certificate so we rang and you could not change it . So in effect we are unable to use the car for two full days . Which has caused a very big inconvenience”
Hello Annette,
Thank you for your review. I'm sorry to read about this and I appreciate the frustration that would have been caused by this situation.
I'm afraid in this case, the start date of the policy cannot be amended, instead a new policy with the correct date needs to be purchased.
Thank you for sticking with us despite this experience and I hope that your time with us improves as the policy progresses. ~Theo, Social Media Team
“I’m sure all insurances do the same, but a change of price of £70 3-5 days between quotes is madness. Just hope we save on multi car or I’ll be moving next year,
Hint if your changing cars and can afford to pay before you get the new car, it’s worth in as you have a 14 day cancellation period if you don’t end up buying the new car, saves you a increase in premium close to the date you then need it”
Hello Jenny,
Thank you for your review, we're sorry to read about the increase in price.
Our quotes are affected by live pricing. As a result, the time and date a quote is done can impact the prices we offer. I regret that on this occasion, this resulted in an increase and thank you or choosing to insure with us despite having this experience. ~Theo, Social Media Team
“I dislike the black box controls you on everything. For example if I break to hard. If you’re driving down a narrow lane and there is a car you may have to break hard. If you drive down that lane everything your score is going to get lower and lower. Same with acceleration out of junctions and islands. It is sometimes necessary to have to use a bit of gas to do so saftely. I don’t tink it should be controlling the way you break accelerate and corner. If I could I would get rid of it ASAP”
Hi 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 as it is clear what is included and what is required. 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
“Didn’t tell RAC my car was blocking a roundabout when I phoned you back twice to confirm you knew that, which I was told was in the claim report. RAC were bad as well. They didn’t prioritise it as they didn’t know it was blocking the roundabout and couldn’t get it picked up in 3 hours, police ended up towing it away and it is now in a compound which is charged daily.”
Hi Callum,
Thanks for your review, we’re really sorry about the poor service you received during your claim. At Hastings Direct, we pride ourselves in delivering great customer service, so I regret if we have fallen short on this occasion.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this, please give us a call (on 0333 321 9805), 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
“I had an insurance last year i just saw now windscreen is not include for i paid
I did not cheak before And saw now is not happy that's good my windscreen still ok but we pay for insurance cover for simple thing”
Hello Halil,
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 an email at customersupport@hastingsdirect.com. We'll do all we can to help you. ~Theo, Social Media Team
“The person I spoke to when enquiring about an additional drive on my policy was very argumentative and not very helpful. This may make me look elsewhere for my car insurance”
Hi Terry,
Thanks for your review, we’re really sorry about the poor service you received and to hear that this led to the cancellation of your policy with us. 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 your policy and will feed this back to the advisor's team leader with the intention of improving how they handle calls of this nature going forward.
Thank you for having been insured with us and I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
“Positive - good price and policy content
Negative- Poor and confusing communication. Difficult to contact via email. Telephone calls take ages to answer.”
Hello Janet,
Thank you for your feedback, I'm sorry if you have struggled to reach us. Going forward, you can also speak to us via Facebook or X (formerly Twitter). We'll do all we can to help you. ~Theo, Social Media Team
Hello Janet,
Thank you for your review, I'm sorry to read about your experience with us and I hope that this improves as the policy progresses. If you need any help with your policy or have any questions, please send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail. ~Theo, Social Media Team
Hello Olatunde,
Thank you for your review, I'm sorry if you didn't get the level of customer service you deserved. If you need any help going forward, you can email us at customersupport@hastingsdirect.com as an alternative to the phone. ~Theo, Social Media Team
“had to cancel brand new policy which had not started, hastings charged me £20 and said it would refund my policy money but not for 10 days, not very fair.”
Hi Barry!
Thanks for your review, we're sorry to hear that you're unhappy with the refund.
When you cancel an insurance, we issue the refund on the date that the cancellation comes into effect. If you set the cancellation to come into effect in the future, then the refund would be sent from the day that the policy is cancelled.
If you have any queries about this, please reach out to us via Facebook or X (formerly Twitter).
Thanks,
Brendon, Social Media Team.
