“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
“Bit concerned reviews are mainly about pricing and getting the insurance.
No real experiences of how the company respond if someone unfortunately does need to make a claim.
Surely its vital to have reviews about how well the staff respond to any problems, how easy it is to make contact with them etc. Also, how well they respond and support the customer . Basically do they deal will claims efficiently and painlessly?”
Hello Julie,
Thank you for your review and for choosing to purchase your policy with us. I hope that you are not involved in an accident or claim, however should the worst occur we'll do all we can to help you. You are welcome to email us at customersupport@hastingsdirect.com if you have any questions about your cover or you can read information on our website about our claims process. ~Theo, Social Media Team
“Great price upon applying. When I went to book, apparently the quote expired at midnight and so was another £90 the following day. This wasn’t clear at all in any coms. Not happy”
Hello Jonathan,
Thank you for your review, I'm sorry to read about the increase in price.
I'm afraid our quotes are impacted by live pricing and as a result, the date and time the quote is done or policy is purchased can impact the price.
I regret if you were unaware of this and that the change wasn't a decrease on this occasion. ~Theo, Social Media Team
“Seems ok but until you make a claim it’s impossible to say whether it’s good or bad. Ridiculous to ask for a review in my opinion at this stage. One thing though I think it’s wrong to take payment before cover is in place”
Hello Jonathan,
Thank you for your review and for choosing to insure with us this year.
I'm afraid that all payments are made at the point of the transaction rather than when the cover begins. We do strive to disclose this before any payment is made at the point of purchase or if a change is made mid-term. I apologise if this wasn't clear or if information showing this wasn't seen. ~Theo, Social Media Team
“I bought the policy but later saw that my old policy was renewed from the same company. I called and cancelled the renewed policy. This time I saw that my new policy had changed to my old home address. When I tried to correct it in the system again, I was charged an extra fee. The system changed the address on its own but I paid for it.”
Hello Raziye,
Thank you for your review, I'm sorry to read about the experience you had.
I'm afraid our system is not capable to amending the policy details without some input. I regret that this correction needed to be made and a fee incurred as a result.
We'll feed this back to to the relevant team so it can be further reviewed. Please contact us by calling 0333 321 9801 it you have any further questions. ~Theo Social Media Team
Hello Callum,
Thank you for your review, I'm sorry that we were unable to offer you a more competitive price. Thank you for choosing to insure with us despite this being the case. ~Theo, Social Media Team
Hello Sandy,
Thank you for your review, I'm sorry to read about this and to hear it took so long to get the help you need. I can appreciate the frustration this would have caused.
Going forward, you can email us at customersupport@hastingsdirect.com as an alternative to the phone or you can send us a message via Facebook or X (formerly Twitter). We'll do all we can to help you. ~Theo, Social Media Team
Hi Poppy,
Thanks for you review, we're sorry to hear that you are having issues with the device.
If you responded back to the email we sent, it is a unmonitored inbox, so we would not get this. You would need to contact us by calling us on 0333 321 9801, and the team can check what is happening for you. If you have already done this, that is fine and we shall be helping with this.
Thanks,
Nicole, Social Media Team
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
