“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
“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.
“Insurance itself is fair, black box isn't too harsh but good enough to improve your driving. Premiums jumped up by a fortune for declaring a small modification, which isn't amazing but is what it is... Don't buy if your car isn't completely standard.”
“I had trouble logging in to the App I tried register but as I'd previously been a customer my email was already registered after several attempts to reset password and not recieving the link I gave up, a few days later I received several letters in my old surname saying there was an issue with my email. I spoke to someone on the phone told them my surname was wrong and they updated it so I tried again but I'm still not getting the reset password links and I've quite frankly given up trying so hopefully I won't need to make a claim and next year I'll go elsewhere for my home insurance. I have also just noticed at the bottom it says submit as Janet Smith when in fact my name is Janet Noon and was supposed to have been updated last week.”
Hello Janet,
Thank you for your review, I'm sorry to read about the experience you've had. At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion. Looking at the policy, I can see that your name has been corrected.
If the issue continues concerning your online account, please email us at customersupport@hastingsdirect.com so we can have an in depth look at this for you. ~Theo, Social Media Team
“Had a leak under the kitchen sink on Saturday evening so called Hastings Direct who my policy is with , guy out today but said not covered under emergency cover , then get call from Hasting saying excess of £600 !! We are talking about possibly replacing small flexi pipe or even just tightening up .. CRAZY , not worth the paper its written on , got plumber round £45 fixed .. AVOID”
Hi Adrian,
Thanks for your review, we’re sorry you weren’t happy with our service.
We always aim to deliver the highest level of service to all our customers. When it comes to a claim being made, this is even more important.
We'll pass this feedback to the relevant team so it can be reviewed. Thank you once more for taking the time to share this and I'm glad repairs have since been made to your home. ~Theo, Social Media Team
“I bought a motor policy and home & contents policy with the understanding that I got 10% discount for buying both policies, I spoke to an agent on Saturday and because he couldn't sort the discount out we agreed to complete the policy on the Monday but on Monday I was told that the policy had gone up and I actually had 19p taken off the policy even though the policy wasn't due to start until 18th of January. I feel that I was conned by Hastings and will be unlikely to renew the policies next year.”
Hello Betty,
Thank you for you review, I'm very sorry to read about the experience you had and I appreciate the frustration this would have caused.
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 9801), 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
Hello Martyn,
Thank you for your review. Looking at the policy, I can see that the delivery method for your documents is set to 'email' in line with what was chosen when the policy was purchased. If you would like these documents to be posted, please contact us by calling 0333 321 9801 and requesting a copy in the post or for the delivery method to be changed. The team will be happy to help you with this. ~Theo, Social Media Team
“As a second year Hastings user I was shocked that my annual cost increased so much 89% and even more surprised that when I ran Go Compare it offered a £33.00 reduction. However you were still the best price offered so I have renewed with Hastings. I also had real difficulty with several basic on using your website.
I don't enjoy moaning but felt you should know my experience with Hastings.”
Hello Terry,
Thank you for your review, I'm very sorry to see that the renewal wasn't competitive on this occasion.
Please note that as a broker, Hastings provides a few different levels of cover and types of policies so prices can vary internally.
We did have had some system issues yesterday and this will have impacted your ability to use our services. Normal service has now been resumed but please let us know if you need any help with your policy and thank you for renewing despite having the experience you did. ~Theo, Social Media Team
Hi Libby,
Thanks for your review, we’re sorry to hear you’re unhappy with the price we offered. /
Our quotes for changing your details and getting a quote for a new policy are valid until midnight the same day.
When we offer a quote, we always try to give you the best price we can, based on the information you give us. However, this price may change even if your details stay the same, because your insurer may adjust the risk level of your policy.
If you’d like to discuss this in more detail, please send us a message via Facebook or X (formerly Twitter).
Thanks,
Nicole, Social Media Team
Hi Ron,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal.
We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, please let us know.
If you haven't already done so, please contact the Renewals Team by calling 0333 321 9790. The advisors there would be happy to take a look at this for you. ~Theo, Social Media Team
“I contacted the team to send me the receipt for the payment I made for the home and car insurance policies I have with them. While the team members I spoke to were very friendly, I never received the receipts or invoices. How is it possible that two members in two different departments forget to do exactly the same thing? Now I have to chase them over the phone as there is no email address to communicate. Not nice!”
Hello,
Thanks for your review, we’re really sorry about the poor service you received.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion. If this still hasn't arrived, you can email us at customersupport@hastingsdirect.com and the advisors there can arrange for this to be sent to you. ~Theo, Social Media Team
“Been with them for 5 years, suddenly they “can’t” renew my insurance but will not tell me why. “It’s not on the system” there’s no explanation whatsoever why they can’t renew. Changed my car last month and they asked for an additional £45 to cover the last 2 months, I paid it with no problem. But now they can’t renew me, quick to take £45 but can’t renew. Why didn’t they tell me 1 month ago we can’t do it? Weird. Had no convictions, no accidents etc but still can’t give me an explanation. I go on comparisons sites and they are happy to offer new a new policy but again can’t renew my current one. Loyalty means nothing these days, all a scam.”
Hi Carolina,
Thanks for your review, we’re really sorry we couldn't offer you a renewal quote. We consider all your policy details when working out a price and on this occasion we’re unable to offer you one. Also, this doesn’t mean you’ve been refused insurance, so when you shop around, make sure you answer ‘No’ to that question.
We hope we can offer you a price in the future. ~Theo, Social Media Team
Hi Penny!
Thanks for your review, we’re really sorry about the poor service you received.
At Hastings Direct, we pride ourselves in delivering great customer service, and it seems we may have fallen short on this occasion. We’d like to look into this and, as long as you’re happy, pass on any feedback to their department.
To do this, please send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail.
Thanks,
Brendon, Social Media Team
