“I was told that my policy would be cancelled as I returned from a short trip away.
The monitor hadn't even been opened. I was absolutely taken back by the curt behaviour and cancelled the policy immediately.”
Hello Denise,
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 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
“Very disappointed that after being with Hastings for many years my 85year old dad forgot to renew his insurance. He renewed with 2 days of his insurance expiring and was treated as a new customer which meant his discount for be a loyal customer removed.”
Hello,
I'm sorry to see this.
Please note, all policies are set to automatically renew unless you tell us. We do this so you’re never uninsured and so that if you forget to give us a call, you can still legally drive.
It can be removed at any time during the year but you can also leave the auto-renewal on if you believe there is a risk of forgetting when the time comes. ~Theo, Social Media Team
Hello,
I'm sorry to see this and I hope that progress has been made since your review. If not, please give the team a call on 0333 321 9801 so they can take a look at this for you. ~Theo, Social Media Team
Hello Christine,
Thank you for your review. Looking at the policy, I can see that the documents have been emailed in line with the delivery method chosen when the policy was bought.
If you would like a copy posted, please contact the Customer service team on 0333 321 9801 so they can take a look at this for you. ~Theo, Social Media Team
Hi,
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
“Hi, I really do not like being hassled by your staff to install the black box in my car. I am no tear away youngster I am 78yrs old. As I keep referring to them that my insurance does not start until the 4th October, as If I were to use the car before then, any claims would be with my old insurance. It makes me furious as they keep saying it will be installed ready for me to drive, to me that is no excuse to keep send emails to say put it in the car, I got so fed up I have NOW PUT THIS IN THE CAR.
I am not impressed one little bit, it maybe an idea to have a word with staff.
Thank you for taking me on, it was going so well but has now put a damper on things.”
Hi Barry,
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
Hello Anuruddha,
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
Hello Timothy,
I'm very sorry to see that the renewal wasn't competitive on this occasion. Please note, your policy details are not the only factors considered. Industry trends, rise in claim costs, how many accidents the make and model of your car are involved in throughout the year etc can all have an impact. Customers can help the price by having a clean driving history, however, an industry that runs on a worse case scenario determines that external factors beyond your control may impact the price.
Hastings direct as a broker has no contact with the renewal until the customer contacts them to discuss it. This is why we ask you to contact us if you are unhappy with the price the underwriter has provided so it can discussed and we can see if the price can be improved. Without the customer's authority, we cannot amend the policy or apply any of the tools we use to hopefully get a better price. ~Theo, Social Media Team
Hello Holly,
I'm sorry to see that you had a poor experience and that you had to cancel your policy as a result. I hope that you have since been able to find suitable cover for your vehicle. ~Theo, Social Media Team
“have had a Hastings "You Drive" Tab for a few days now and all i can say is its rubbish. my father has installed a calibrated accelerometer in to my vehicle to check the driving score accuracy and on a journey where i was deducted driving score points for harsh acceleration and braking the sensor my dad installed did not read above 0.3g. He has raised this as a complaint with the technical department and is currently awaiting feedback.”
Hello Tabitha,
Thanks for your feedback, we're really sorry to hear about your experience and to see that a complaint needed to be raised as a result. I hope that you get a quick resolution to the complaint.
If you need to discuss this further please call our Complaints team on 0333 999 8904 or if you’d like an update on the status of your complaint. ~Theo, Social Media Team
“Took out home insurance and emailed customer service advising them i wanted to opt out of the auto renewal and did not want them to retain my card details. The response I got was extremely disappointing - was told I had emailed the wrong department and that tgey could not deal with my request. Not given the correct department to email and they obviously weren't going to forward my email to correct department. Hope the cover is better than the customer service!”
“I don't really like went you ask one price for insurance, and after few weeks you back and updated the price doubled. The agent's is helping , polite and professional.”
Hello Emanuel,
Thank you for your review, I'm sorry to read about the increase in price.
I'm afraid that our policies are affected by live pricing. As a result, the time and date the quote is done can impact the cost of your quote or policy.
Thank you for choosing to insure with us despite the increase in cost. ~Theo, Social Media Team
“The caller put in an incorrect start date for my insurance to start from that which I had stated.
On cancelling my previous insurance I was told that I would revive a refund of £35 to which I was later told on the same call it would be £33 and the actual refund was £28!! I could not be bothered to call to enquire as I had previously been on the call 1 hour and 40 mins to which I just don’t have the time”
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 hope that the correct refund has since been given to you. If not, please send us a message via Facebook or X (formerly Twitter) so we can take a look at this. ~Theo, Social Media Team
Hello Gareth,
Thank you for contacting us. I'm afraid what you saw online may have been an offer of an upgrade to the policy you have now. Our Hastings Essential Policy doesn't have windscreen cover included and as a result this wouldn't have been included in the quote you did online.
If you do want to discuss the other options we provide, please contact our Customer Service team on 0333 321 9801 so they can take a look at this for you. ~Theo, Social Media Team
“I requested a quote, which seemed acceptable, and arranged cover. However, on receipt of documentation, I found some covers which I believed to be included were not. I therefore rang and informed the adviser of this, and as the cover date was 10 days away, and I was within in the 14 day cooling off period, I did not wish to take out this cover, and requested a full refund. I was advised the company would not reimburse the £20 fee, even though they would not be provided any cover. I believe this is unethical.”
Hi Dorry,
We’re sorry to hear you’re unhappy about being charged the £20 arrangement fee.
As part of buying a policy you’re charged £20 to cover the cost of putting this policy in place. We make it as clear as possible that this is included as well as explaining our other fee amounts — and that they’re non-refundable.
I'm sorry if this information wasn't seen and has come as a surprise because of this. ~Theo, Social Media Team
“Customer Service very poor. If you do a quote on the phone, they will not email it to you for you to check before buying. Flat out refused, told me to redo quote online through a comparison site. Not buying anything without reading it first.”
Hello,
Thanks for your feedback.
Due to live pricing, we’re not able to send out quotes in advance. Once a policy’s purchased, you’ll receive the full documents.
We understand it’s important to review details before buying, so if you prefer, you can get a quote directly through our website.
~Theo, Social Media Team
“Unable to register on line. Rang call centre a couple of times to try and sort . Last phone call was told to wait until the policy started. But it still does not work. My son who is a computer expert checked with me last night we still could not register. There is definately a problem with your system. Luckily i have received an email copy of the policy and a hard copy came in the post.”
Hi Judith,
Thanks for your review, we’re sorry you’re unable to register.
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.
If you’re still having issues, please get in contact with us by sending us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, 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 clear what kind of policy it is and what is required from the policyholder. 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
“Gentle driving keeping up with the flow of town traffic results in harsh acceleration and harsh breaking on the black box app. The parameters are too severe.”
Hi Monty,
Thanks for your review, we’re sorry to hear you’re having trouble with your driving score.
We are aware that there are somethings that can happen which are out of your control, this is why we do not expect your score to stay at 100.
Thanks,
Nicole, Social Media Team
“I have not been able to find where to cancel the auto renew. When booking it said it was on the next page. I could not find it. In the app I cannot find it. I am quite distressed by this. Could you do this for me please”
Hi Janet,
All policies are set to automatically renew unless you tell us. We do this so you’re never uninsured and so that if you forget to give us a call, you can still legally drive.
It’s easy to change this at any time throughout the year, in the app, or by contacting our renewals team on 0333 321 9790. You can read more about automatic renewal in your renewal documents.
Thanks,
Nicole, Social Media Team
