Hello, thank you for your feedback and for choosing to insure with Hastings Direct this year. If you need any help with your policy, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. ~Theo. Customer Care
Hello, thank you for leaving a review with us. If there’s anything specific we can help you with, please let us know. You can find all the different ways to contact us at www.hastingsdirect.com/help. Thanks again, ~Theo. Customer Care
“Hastings service is good. Great app, good and thorough agents on the phone… but the renewal was considerably higher than another quote. It’s not that I don’t usually renew with the same insurer, but until quoted renewal prices are aligned with new policies moving is the obvious option. It’s an industry issue not just Hastings but the first company come up with a new strategy will see loyalty increase.”
Hello. Thanks for letting us know about this and we’re sorry you’re unhappy with the price of renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. With online quotes, your information is usually more up to date – this is often the reason for the more competitive price. If you’d like to talk about this, please call our Renewals team on 0333 321 9790. Thanks again, ~Aadam. Customer Care
Hello Daniel. Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know. You can find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook. Thanks again ~ Cat, Customer Care
Hello Susan. Thanks for letting us know about this and we’re sorry you’re unhappy with our price for renewing your policy. There are many reasons your policy’s price may have increased, and you can find further information here: https://www.hastingsdirect.com/renewal-prices/. We’re happy to look into this for you in case changes need to be made or you were able to find this cheaper elsewhere. If you’d like us to help you further, please call our Renewals team on 0333 321 9790. Thanks again ~ Cat, Customer Care
“Finally managed to get the phone answered. New customer who attempted to buy policy online and found their website got stuck on the payment page. Waited 10 minutes to see if it would finally give proof of policy purchase, but in the end I had to call. Quite a long wait for an answer (working from home perhaps?) but finally managed to get through and made the payment on the phone as the website wasn't working. Later noticed an extra charge of £12.50 for using the telephone to make the payment! You couldn't make it up . . . just hoping that everything works from now on . . .”
Hello, we’re sorry you’re unhappy you were charged a fee. We ask you to pay this contact centre fee when you buy a policy over the phone rather than online. It covers the costs of setting up your policy, including updating our systems, creating and sending documents and updating the Motor Insurance Database (this is the central record of all insured vehicles in the UK). We make all our fees clear before you buy a policy from us. They’re also clearly stated in our terms and conditions. We apologise if you weren’t aware of this. If you need any further help, please visit www.hastingsdirect.com/help. Thanks again, ~Theo. Customer Care
Hello,
Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know.
How to get in touch
You’ll find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook.
Thanks ~ Vicky
Hello. Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know. You can find various ways to contact us at www.hastingsdirect.com/help or you can message us on X (formerly Twitter) @HastingsDirect or Facebook. Thanks again~ Cat, Customer Care
“Thought it was a bit bizarre that when I took out a new motor insurance policy with you, you didn't cancel the old one that ended the following day, and even tried to take the money for it from my credit card. Surely a programmer could write a bit of code in your portal that will link, or at least flag up, all the activities within one account, so a basic situation like this can't occur”
Hello,
Thanks for letting us know about this and we’re sorry you’re unhappy that your old policy was not cancelled.
We thank you for your feedback and will take this on board.
We always aim to deliver the highest level of service to all our customers, so if you’d like us to look into this for you, please:
• Call 0333 321 9801.
• You can also find more ways to contact us at www.hastingsdirect.com/help
Thanks ~ Vicky
Hello,
Thanks for your feedback and we’d like to make sure you’re happy with us in the future. So, if there’s anything you think we can do better, please let us know.
How to get in touch
You’ll find various ways to contact us at www.hastingsdirect.com/help.
Thanks ~ Vicky
Hello Valery, we're sorry to hear this. When we offer quotes for a new policy, the quote is based on real time pricing which can fluctuate throughout the day, as underwriters update their risk criteria based on new information all the time. This means we give our best and most accurate price using the information you give us at the time. I am sorry this did not work out favourably for you on this occasion. Thanks ~ Jodie
Hello, thank you for choosing to insure with us this year. We hope you have the best possible year with us. Please let us know if you need any help with your policy going forward. You can email us at customersupport@hastingsdirect.com. ~Theo
“I’m expected to do everything online. But I needed to change my policy and there was nowhere to do so on the app or website. In the end I had to call the helpline. Which is almost impossible to find on the app. Quite frustrating.”
Hello, I'm very sorry that you struggled to locate a contact number to arrange this change and I hope that you have since been able to do this. Going forward, you can contact us on 0333 321 9801 to speak to our Customer Service Department. ~Theo
“Poor first impression when making a change to the policy was complicated, and no support was available. First email I got from the company told me not to reply to them.”
Hello, I'm sorry to read about this and I hope that you have since been able to get the help that you needed where this is concerned. Please DM us on Twitter @HastingsDirect or on Facebook if you need any help with your policy. ~Theo
Hello, I'm sorry to see that you didn't have the best experience when setting up your policy and thank you for choosing to purchase a policy with us despite this. Please let us know if you need any help with your policy going forward. You can speak to us on Twitter @HastingsDirect or Facebook. ~Theo
Hello, I can appreciate this and I hope that you have since been able to get the help you need. Going forward, you can speak to advisors on Facebook or Twitter @HastingsDirect if you need any help with your policy. ~Theo
“took money too early
did not receive roadside assistance details , such as a card i could use in case of emergency.
value of car was reduced, had to pay extra for proper value.”
Hello, I'm sorry to see that you haven't had a better experience. I'm afraid we do not provide contact cards on behalf of the breakdown provider, however you may be able to request this from the RAC. You can reach them to request this on 0333 321 9818. The payment for the policy is taken at the point of purchase, not on the start date of the policy. I apologise if you weren't aware of this and for any confusion this practice may have caused. ~Theo
“YOUDRIVE CUSTOMERS, WORD OF WARNING. ONCE YOU PAIR THE TAG, TO YOUR MOBILE PHONE, DO NOT ALLOW ANY PASSENGERS TO PICK UP THE MOBILE PHONE IT IS PAIRED TO FOR ANY REASON WHILE DRIVING. Although Hastings provided the best quote with using a tag system, a process I fully support, we made the mistake of not reading all the terms and conditions before our excited 19 year old daughter headed off on her first solo drive. Her friend unfortunately picked up our daughter's mobile phone to make changes to the music they were listening to in her car, quite a few times. Big mistake, the system obviously thought that the driver was using the mobile phone and marked our daughter's score, extremely low from day 1. Now we keep getting what I think are quite abrupt emails and texts from Hastings, advising that her score is below target and that the insurance will be cancelled if the score doesn't improve!! It's a massive pity that despite calling Hastings customer service to explain this unfortunate and genuine error, they will not give our daughter a second (and even final) chance to reset the tag to start scoring her driving correctly!”
Hello, thank you for sharing your experience. This is correct. The app isn't able to differentiate between passengers and as a result will presume that the phone is being used while if it belongs to the driver. I'm very sorry if you weren't aware of this and I hope that she is able to find suitable cover for her vehicle soon. ~Theo
