“Normally very efficient, but not this time after moving house. Unfortunately the new insurance documents quoted our old address three times within the documents, even though it was correctly addressed on the front page.”
Hello Christopher,
Thank you for your review. I'm very sorry to see this and I hope that the error has since been corrected. If you need any help or need to discuss this further, please give us a call on 0333 321 9801 so our Customer Service team can take a look at this for you. ~Theo, Social Media Team
Hello Barry,
I'm very sorry to see that this is the case and I hope that they have since arrived. If not, please send us a message on Facebook. We'll do all we can to help you. ~Theo, Social Media Team
“The policy was cheaper through a comparison site - so I bought it through them.
It would make more finacial sense to offer customers going straight to you a better deal than paying a comparisson site commission.”
Hello Christine,
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'm glad you were able to find competitive cover for your vehicle in the end. ~Theo, Social Media Team
“have used your app to let you know that i said i have 3yrs n c b but when you start my insurance i will have 4yrs n c d tried to let you know this but had no reply yet...........”
Hello Roy,
Thank you for your feedback and I apologise for the wait before a reply. The chat isn't a live one and as a result, there may be a bit of a wait before a reply.
If you need to discuss this urgently, please give us a call on 0333 321 9801 so we can take a look at this for 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 321 9801. ~Theo, Social Media Team
Hello,
Thank you for your feedback. We are interested in all aspects of the customer experience, from buying to cancellation and as a result will may ask for feedback on how the process went.
Thank you for choosing to insure with Hastings Direct this year. We’re really pleased to have you with us and hope you have a great year ahead. ~ Theo, Social Media Team
“Tried to add a vehicle online but the website wasn’t sophisticated enough for the nuances I required so I phoned. Got a gent on the phone r who just wasn’t listening to what I needed. He then quoted me about 40% more than the website and refused to believe that I had a quote a few minutes before. Told him his attitude will make me look elsewhere at renewal time. Totally indifferent. Shame.”
Hello Jonathan,
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'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.
We hope your time with us improves as the policy progresses and that you have since been able to find competitive cover for your vehicle. ~Theo, Social Media Team
“I was expecting a much better price for my car's insurance because I have insured my 2 car's with your company but your officers didn't offer me any discount this is while other companies will offer much cheaper price if I insure 2 car with them. I didn't go to other companies because my first car was already insured in your company but honestly when my policy for my both car's is due to renewal and another company offer me a better price than yours which I am sure they will then I would leave your company for a better price.
Best regards
Saifullah Khanmuradi”
Hello,
Thank you for your review, I'm very sorry to see that we were unable to offer you a more competitive price for your second vehicle.
Your insurance policy and price are based on both your individual details and the world around you. This means any changes in your personal circumstances will usually mean your price changes as well.
Other outside factors can impact the price of your policy too. For example, the cost of repairs or labour, theft in your area. There are also broader trends that can influence your price, such as inflation, or energy costs.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. To make sure we're always competitive, we also constantly monitor market trends and regularly adjust our prices.
If you'd like to discuss this in more detail, visit www.hastingsdirect.com/contact-us and get in touch. ~Theo, Social Media Team
Hello Rafey,
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 still need help with your policy, please give us a call on 0333 321 9801. Our Customer Service team will do all they can to help you. ~Theo, Social Media Team
“I have been insured with hastings for a couple of years and never had any issues until I changed my car. I had been on a comparison website and the cheapest insurance for my new car was hastings so I thought it would be a doddle just changing over to my new car, how wrong was i, the comparison site gave me a price for the year which was £90 more than my old car but when I went to change it over they were trying to tell me it was £340 more for the new car. I was on the phone for a total of about 4 hours I had to then cancel my previous insurance and take out the new insurance policy and then they tried to charge me to cancel my old policy not a happy customer”
Hello Wendy,
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 regret that this wasn't a straightforward process and thank you for insuring this with us despite having this experience. We hope your time with us improves as the policy progresses. ~Theo, Social Media Team
“You tried to renew a policy when I had twice asked you not to and had already taken for and paid for another policy with you. It seems you cannot link a car or person to your own policies.”
Hello Kathy,
Thank you for your review, I'm very sorry to see that you had a poor experience with us and I hope that this has since been resolved. If you need any help with this or any thing going forward, please give us a call on 0333 321 9801. We'll do all we can to help you. ~Theo, Social Media Team
Hello Christopher,
Thank you for your review and I'm very sorry that this is the case. To fix this, please amend the email address on the second policy. You can do this by calling our Customer Service team. I'm afraid that two different policyholders cannot share an email address. ~Theo, Social Media Team
“Still waiting for my policy by post.I requested this when taking out the policy and payed a great deal more for the premium product to cover the cost.”
Hello Jacqueline,
Thank you for your review. I'm sorry to see that your documents haven't yet arrived. I have arranged for these to be resent, and they would arrive in the next 7 working days. Please give us a call if they don't reach you within that time frame. ~Theo, Social Media Team
Hello Melissa,
Thank you for your review. I'm very sorry to see that you struggled to reach us and get the help that you needed. If you do need to speak to us quickly, you can give us a call on 0333 321 9801 or send a message on Facebook. We'll do all we can to help you. ~Theo, Social Media Team
“Regardless of the product, access to it is useless unless one has an iphone 16 (or later), with which to download the all important app. Application via Confused.com makes no mention of an app until the end of the process. I had to cancel the app version and was charged a fee. Even though I continued with the standard option, I was still being referred to the app for information.”
Hello Gareth,
Thank you for your review, I'm very sorry to read about your experience and to see that you have had issues with the app based policy which led to your cancellation.
Please note on other policies, the app is an option so you can manage your policy and view documents. If you would rather the documents posted, please give us a call on 0333 321 9801 so we can help you with this.
Thank you for choosing to re-insure with us despite having this experience. ~Theo, Social Media Team
“Hastings is good , although constantly marking me down on my driving tab for breaking when necessary when other drivers leave me no choice and acceleration when hill starts”
Hello Natasha,
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 321 9801. ~Theo, Social Media Team
“I took a another insurance with Hastings just 2 days before cancelling previous policy. Was charged £45 cancellation fee, which I could get back if take new policy in the next 30 days. However the new policy that I just took did not count. This makes me concerned that Hastings will also try anything to avoid paying in the event of a claim.”
Hello,
I'm very sorry to read about the experience you've had. The cancellation fee is refundable if a new policy is purchased through the call centre with us. I regret if this wasn't properly explained and we'll be happy to pass this feedback to the relevant department so that future communication around this subject is improved. Thank you for raising this with us and I hope that your time with us improves as the policy progresses. ~Theo, Social Media Team
Hello Gareth,
Thank you for your review, I'm very sorry to read about this and I hope that you have since been able to get the help you need. Please note, the service is not a live chat so there may be a bit of a wait before speaking to an advisor. Going forward, you can speak to us by calling 0333 321 9801 as an alternative if this is more urgent. ~Theo, Social Media Team
“Issues getting my ca insurance in fist place but that was resolved thanks too a lovely rep. But the couldn’t get my policies (car and home insurance) on same app took over a week. Bit off an embarrassment”
Hi Scott,
Thank you for taking the time to leave a review.
I’m sorry to hear you had trouble linking your policies in MyAccount, but I’m glad to hear you’ve now got it sorted.
Thanks,
Nicole, Social Media Team
“Not happy. I've been in touch a couple of times. Because I'm still waiting to get a link onto the app. Maybe my fault but don't think so. Gone into app to register. Tells me I'm going to be sent a link sent by email but receive nothing. Would be more happy if one of your staff would actually send me a link so as I could use the app”
Hi Timothy,
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
Thanks,
Nicole, Social Media Team
