“Easy to set-up, but hard that the only way of contacting them is through the app when the app initially kept crashing. Also would be helpful to have a bit more information easily available about what the telematics policy actually involves and measures.”
Hello,
Thank you for your feedback. I'm sorry if any information explaining what this policy was before purchase wasn't clear. Your documents sent after the policy is bought can help or you can visit our website here: https://www.hastingsdirect.com/car-insurance/telematics-insurance/
By going into your ‘Individual trips’ in the app, you can see the time and location of your trips and, what impacts your driving score. It could be a number of reasons, such as accelerating harshly, driving above the speed limit or using your phone while driving.
If you’d like to discuss your score in more detail, please give our YouDrive team a call on 0333 321 9801.
“I’ve just had issues with the app, keeps saying policy isn’t available at the moment but when I log in on the website my documents are there. Since I have a black box I really can’t tell if I’m performing well because the app doesn’t work.”
Hello,
I'm sorry to read about the poor experience you've had with this and I hope that some progress has been made regarding this. If you still need help, please give us a call on 0333 321 9801. We'll do all we can to help you. ~Theo, Social Media Team
“Cancelled my insurance with you as it was too expensive,payed a fee for leaving,went on a compare sight, got my insurance with you plus my partner added and it was still cheaper than your original quote just for me, can you explain please”
Hello Ricky,
Thank you for your review. As a broker, we offer a range of policies with different levels of cover, so prices can vary. Sometimes, you might find a better price online. If that happens, just give our team a call — if the details match, they’ll do their best to match it the price.
Thank you for insuring with us despite having this experience. ~Theo, Social Media Team
Hello Barry,
Thanks for your review — I completely understand how frustrating this must’ve been.
The start date of a policy is one of the factors that affects the price, so when it’s purchased can make a difference.
I’m sorry it didn’t lead to a lower price this time, but we really appreciate you choosing to insure with us. ~Theo, Social Media Team
Hello,
I'm sorry to see that this isn't working as it should. If this is still the case, please delete the app, clear the cache on your device and then re-download the app. This has been found to fix the issue.
If it continues, please give us a call on 0333 321 9801 so we can help you. ~Theo, Social Media Team
Hello Sunny,
It’s great to hear you received the level of service you deserved. Thank you for choosing to insure with Hastings Direct this year, we truly appreciate it. If you ever need anything, please don’t hesitate to get in touch. ~ Theo, Social Media Team
Hello,
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
“I am struggling with the app. Background activity, foreground activity. This is all nonsense to me. Please can someone explain the settings to me. I have an Oppo phone running on Android. HELPPP”
Hi Judith,
Thanks for getting in touch and confirming you're having issues with the app.
Could you please double-check that your settings match the information we previously sent? If everything looks right and you're still having trouble, give our customer service team a call on 0333 321 9801 – they'll be happy to help.
Thanks,
Nicole, Social Media Team
“I called and got through to a person and it seemed like she couldn't grasp that I wanted to purchase insurance for my motorcycle after a few minutes I gave up,I was having trouble understanding her ,hung up! ,I called back again straight away and got through to yet another person and once again she didn't seem to know what she was doing so I hung up, I think I must have been feeling generous or in a particularly good mood because I called back again, thankfully I got through to someone who knew what she was doing, spoke clearly and with a friendly demeanor, after just a few minutes my insurance was arranged and she posted the paperwork out which I received in the next few days , please vet the people you employ to make sure they understand that they are there to deal with new customers and existing customers and are competent and don't keep going quiet on the phone!!”
Hello Melvyn,
Thanks for your review, we’re really sorry to read about the poor experience you've had. 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 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 and for the patience you had while speaking to our advisors on the phone. ~Theo, Social Media Team
“I needed to add my new motorcycle to my current one. Hastings was able to quote for both bikes but was not able to put them on a multi bike policy which seems mad.”
Hello Kerry,
Thank you for your review, I'm sorry we weren't able to offer you the exact level of cover that you needed. Thank you for choosing to insure with us despite this being the case and I hope you time with us improves as the policy progresses. ~Theo, Social Media Team
“Quotation arranging policy very good mostly done online with a backup phone call to request policy be sent to me in paperwork form.two further phone calls and I still have not received the paperwork.The last phone call on two occasions I was put on hold for several minutes at the end of each period I was greeted as a new caller the end of each call resulted in a promise that the paperwork would be dispatched I am concerned why lt is taking so long”
Hello Terry,
Thank you for your review, I'm sorry to read about the delay in your documents arriving. Looking at the policy, I can see that the documents were sent in the post on the 26th of June 2025. We advise that they will take 7 working days to arrive from the point of being sent. Please contact us if they do not arrive within that time frame. ~Theo, Social Media Team
Hello Timothy, I'm glad this was a simple and straightforward process. Thank you for taking the time to share your feedback with us. ~Theo, Social Media Team
“My You Drive insurance cover has very good points but also very bad. Makes you drive safer but also penalisers you for incidents which are out of your control, like braking hard when you were not at fault.”
Hi Barry,
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
Hi Mandy,
Thanks for your review, we’re sorry to hear you’re unhappy that the only policy we could offer was YouDrive.
Our YouDrive policy is for everyone, regardless of age, to allow you to have the driving monitored and have a discount for allowing this, and if you have a good score, can lead to a larger discount at renewal.
Thanks,
Nicole, Social Media Team
“Bought policy online, get emails telling me to check documents on the app, but the documents don’t appear until the day the policy starts,, not really good communication from Hastings Direct”
Hello Barry,
Thank you for your review and feedback concerning this. You should be able to view the documents prior to the start date so I regret if this wasn't the case for you. We'll feed this back to the relevant team for you. Going forward, please contact us if you need any help with your policy or have any questions.
~Theo, Social Media Team
Hello Marguertite,
Hi Marcus,
Thanks for your review, we're sorry to see that you had such a poor experience and struggled to reach us to get the help you need.
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 still need help please send us an email at customersupport@hastingsdirect.com as an alternative to the phone so we can take a look at this. ~Theo, Social Media Team
Hi Emily,
Thank you for your review, I'm sorry to read about the increase in price.
I'm afraid we're unable to look at this here, but if you would like to take a better look at this and see why there may have been an increase, please send the quote reference to customersupport@hastingsdirect.com so we can take a further look. ~Theo, Social Media Team
Hello Callum, thank you for choosing to insure with Hastings Direct this year. We hope you have the best possible year with us. ~Theo, Social Media Team
Hello Kirsty,
Thanks for your review, we’re really sorry to read about the poor service you received and that you struggled to reach us and get the help you need. At Hastings Direct, we pride ourselves in delivering great customer service, so we regret if we have fallen short on this occasion.
I hope you have since been able to get the help you need. Going forward, you can email us at customersupport@hastingsdirect.com as an alternative to the phone. ~Theo, Social Media Team
“Supposed to be an online policy, and keeps telling me to download the app, despite my Lenovo tablet being less than 2 years old, and running a recent version of Android, tells me my tablet is not suitable for this version of the app "Rubbish"”
Hello Barry,
Thank you for your review, I'm sorry to see that this has been your experience. We would like to take a look at this and help in anyway we can. If you still need help, please email us at customersupport@hastingsdirect.com so we can take a look or raise this with the relevant team. ~Theo, Social Media Team
