Hi Christopher,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Barry,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, 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
“I have a household insurance policy with Hastings and I am very happy with it. I recently purchased car insurance from Hastings and I'm finding the app requirements quite daunting.”
Hi Janet,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Chris,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hello,
I'm very sorry that we were unable to offer you the most competitive price. Thank you for choosing to insure with us despite this being the case and I hope that your time with us improves as the policy progresses. ~Theo, Social Media Team
Hi Louise,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hello Gerwyn,
Thanks for your feedback, we're really sorry to hear about your experience and to see that you have struggled to do this. We hope you have since been able to view the documents you need. If not, and you still need help, please send us a message on Facebook. We'll do all we can to help you there. ~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
“ABSOLUTELY DISGUSTING SERVICE
On 25/04/2025 I was involved in a No-Fault head-on collision with another motorist; my vehicle was written off and I made a claim with a NO-FAULT third-party company.
I got an insurance renewal from Hastings Direct on 3 November 2025 for £526.66 for my new vehicle.
After completing my renewal process and disclosing to H.D about my no-fault accident my renewal claim increased to £687.21.
On the 21 July 2026, over 6 months into my current contract I received an email from H.D informing me that they’ve updated my insurance details relating to my No Claims Discount, as a result the increase would cost me an additional £404.79.
To date I have made four attempts to speak to an advisor on their complaints team, on every occasion I have been cut off!!
I have no means of discussing this price increase with them, the only contact I am getting from them are threats of a £45 cancellation fee and could incur an outstanding debt to pay to Hastings Direct.
The money is second to the frustration, time and anger Hastings Direct have caused me, I have to wait another seven odd weeks before I can refer this matter to the financial ombudsman.
Would I ever recommend a friend to Hastings Direct? Am I happy with the service provided by them? I am disgusted by their company policies and service.”
Hello Neil,
I'm very sorry to read that you have had such a poor experience with us.
We appreciate this can be frustrating, but unfortunately any claim, regardless of fault, can affect the cost of your insurance. This is because most insurers will view you as a higher risk if you’ve had a previous claim or incident.
I regret that you have not had the level of service that you needed throughout this process. Providing our customers with the best possible experience is always our top priority especially when it comes to making a claim, so we're sorry that you didn't receive this.
Looking at the policy, I can see that attempts have been made to reach you but they have not been successful. If you would like to arrange contact, please send us a private message on Facebook with the complaint reference so we can pass this to the relevant advisor and ask that you are contacted. ~Theo, Social Media Team
“Buying the insurance was very straightforward and the price was reasonable. However, since then I've been unable to log into my account or get the app to work. Both the app and website say there's an issue and I should try again later. I keep trying, I keep getting the same message.”
Hello Barry,
I'm very sorry to read about the poor experience you've had and to see that you've struggled to access the app or website.
If this is still the case, please delete the app, clear the cache on your devices and then re-download the app. This has been found to fix the issue.
If this fails, please contact the Customer Service team on 0333 321 9801 so they can take a further look at this for you. ~Theo, Social Media Team
Hi Joaquim,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
“Despite the write off of my car being 100% not my fault, they have made the whole thing worse by terrible customer service - just read scripts to you most of the time. Occasionally you get a good person, mostly do not care and fob you off. Impossible to speak to anyone more senior when your case gets more complicated. Making ridiculous low offer to finance company who have already adjusted to be fair. Emails are simply scripts not addressing the specific query. Make the whole ordeal more stressful”
Hello,
Thanks for your review, we’re sorry to read about the poor experience you had during this claim and to see that you didn't get the customer service you needed.
Providing our customers with the best possible experience is always our top priority especially when it comes to making a claim, so we regret that you didn't receive this.
If you feel this has been handled poorly or incorrectly and you'd like to make a formal complaint, you can do so by:
Calling us on 0333 321 9800, sending us a letter or filling out our online form 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
Hi Dimitar,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
“Thank you for reviewing my policy in person instead of automatically renewing it. You saved me some money. Maybe you should do that and keep your loyal customers.”
Hi,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Janet,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hi Jenny,
Thanks for your review, we really appreciate you taking your time to share your feedback.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
“I had a fantastic experience with Hastings Direct following my motorcycle accident. From the very beginning, their service was outstanding. Immediately after the accident, they arranged for my motorcycle to be recovered from the accident scene and taken to their storage facility. As I was injured and had to be admitted to hospital, this was an enormous help and removed a lot of stress at a very difficult time. The recovery was included as part of my insurance, and I was very grateful for how efficiently everything was handled.
They managed my claim very quickly, and within just a few weeks they had settled my helmet claim and completed the entire process.
One thing that really impressed me was their honesty and fairness. I had not included commuting on my motorcycle insurance, but instead of cancelling my policy or rejecting my claim, they contacted me, explained the situation, and gave me the opportunity to pay the additional premium to add commuting cover. Once this was done, they processed my claim without any issues. I really appreciated how reasonable and helpful they were.
Another thing that stood out was their excellent customer service. They even contacted me to ask whether I wanted any of my personal belongings back from the motorcycle. I asked for my chain lock, disc lock, and a few other personal items, and they delivered everything back to me the very next day, completely free of charge. That level of care and attention really exceeded my expectations.
They also paid me a market value for my motorcycle that was better than I had expected, and the payment arrived in my bank account promptly. Throughout the entire process, everyone I dealt with was professional, friendly, and supportive.
Based on my experience, I would happily recommend Hastings Direct to anyone looking for motorcycle insurance. They made what could have been a very stressful experience straightforward and reassuring. Thank you to the entire Hastings Direct team for your outstanding service.”
Hi Dilawar,
Thanks for your review, we really appreciate you taking your time to share your feedback.
We’re glad your claim was dealt with so efficiently and to a high standard.
If there’s anything else you need, please find out how to get in touch at www.hastingsdirect.com/contact-us and let us know.
Thanks,
Nicole, Social Media Team
Hello Jayesh,
We’re sorry you’re unhappy with the price we offered for this change.
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.
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
