Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Customer service was very poor.
Little explanation relating to clauses of insurance package I purchased. Just kept on being told to look at the Hastings app.
Poor people skills, abrupt and rude. Salesman was robotic and lacked professionalism.
Very long call … stressful and frustrating. Salesman took a very long time answering questions although poor explanation given .
Charged £100 more than quote and when questioned this was told he didn’t know and it was up to ‘ underwriters ‘ ???
Signed up for year which is a shame as likely to go elsewhere after this experience.”
Hi Jenny,
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 .
To do this, please send us a message via Facebook or X (formerly Twitter) and we can discuss this in more detail.
Thanks,
Nicole, Social Media Team
Hi Barry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I just found the whole process easy.
Time for a change.
After being with Churchill for years with a no claims discount of over 20years. They decided to increase my policy by £212. Hopefully Hasting direct will reward careful drivers instead of penalising them.”
Hi Judith,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Terry,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“I had trouble setting the telematics up can’t get through on the phone and the online was painful
Kept getting threatening emails saying you would cancel my insurance
Phone lines would improve the service 100%”
Hi Maddyson,
Thanks for your review, we’re sorry you’ve had problems with your YouDrive policy.
It sounds like there could be an issue with your phone settings. For us to record everything correctly, you must’ve activated your ‘Bluetooth’ and ‘Location’ and accepted the correct permissions.
It’s also worth checking the app is always running in the background and your phone isn’t on power saving mode. If you think the tab isn’t connected, put your tab next to your phone and hold down the button on your tab for 15 seconds.
If you’ve done this and you’re still having issues, please call our YouDrive team on 0333 999 8911.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Sumit,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Martyna,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Haley,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Wendy,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi Molly,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
Hi,
Thanks for your review, we’re so glad you’re insured with us!
We really appreciate you taking your time to share your feedback.
If there’s anything else you need, just get in touch and let us know.
Thanks,
Nicole, Social Media Team
“Reviews should be given on the back of a good or bad service. Not if you got a cheaper quote! This company is run by a bunch of fraudsters. My claim was refused for accidental TV damage because by removing fluff from corner of the TV I was essentially cleaning the TV! Cleaning is not covered under accidental damage. So just lie chaps at how you accidentally damaged something as these FRAUSTERS do not value honest customers.”
Hi Oleg,
Thanks for your review, we’re sorry you weren’t happy with our service or the terms of the policy. I can appreciate the frustration this can cause.
If you believe that the claim 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
“NEVER use Hastings Direct Insurance. Cheap and nasty !
Terrible service and just pass you onto Enterprise third party who are totally inefficient . They offer you a hire car at no charge as accident not your fault . Now still being hounded by their Third Party Company to fill in paperwork and supply more details about a no fault accident after 4 months as they cannot recover the full cost of the ! Threaten if you don’t comply you will need to pay yourself ! Ask for your financial income and details for them to recover the costs ! Hastings do not help at all and say this is just their policy ! I had legal cover and had secured my no claim. No having to probably I needed the hire car while my car was being repaired AND who I can’t find myself !”
Hi Beverley,
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. If you’d like to discuss this further, make a complaint or have any questions, please call our Claims team on 0333 321 9800. You can also raise a complaint if you visit 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
Hi Vincent,
Thanks for your review, we’re sorry to hear you’re unhappy with the price of your renewal and we’d love for you to stay with us.
It might be that the quote you’ve found with someone else is cheaper because the details are different or it’s for a different product or lower level of cover. We always try to make sure your renewal price is competitive based on details we hold about you, so if those have changed, please review your policy in the Hastings Direct app.
I'm glad you were able to find competitive co er for your vehicle and thank you for having been insured with Hastings Direct over the past year. ~Theo, Social Media Team
“I would give a rating of -5* if that was possible!
I had a non-fault accident (third party hit me from the back) on 16 October 2024. I was told at roadside when I reported the accident that that accident was a non-fault accident. Because of this I was not charged my policy excess, I was allowed to cancel my policy instead of continuing to make my monthly repayments which is what normally happens where there is a question over liability and I was honoured my no claims bonus. At the point of cancelling I had overpaid £231.24 which I was told would be refunded to me and I received written confirmation of this on 25 October but the refund was not forthcoming. I spent hours on the phone chasing this with speaking with different so called customer advisors and team leaders all of whom confirmed the overpayment but that in order to get the refund I would have to go through their complaints procedure, as if the hassle endured to this point was not enough.
I followed up again on 27 December 2024 and asked to speak to manager for clarity on the situation and I was advised that manager would call me back, normally within 48hrs but since is Christmas and new year, the call may take a little longer. To date (19 January) I have yet to receive the refund, a call to explain this NONESENSE or any communication at all!
It is accepted that the accident was non-fault and as a result:-
Policy was cancelled without having to continue making monthly payments which apparently is what normally happens while liability is established.
No excess charged and no claims bonus honoured;
£231. 24 confirmed on calls and by letter on at least 2 occasions and despite hours of calls chasing this up there is still no sign of a refund or any communication.
It’s incredibly telling when everyone accepts and agrees that the overpayment should have been refunded but they encourage you to make a formal complaint in order to stand any chance of getting the refund!!! This suggests that my situation is not a one off, but rather it is standard practice!
Manager - whoever you are, can you call to explain when I might expect my money which you are holding onto without reason or explanation!!
THIS IS DAYLIGHT ROBBERY AT ITS FINEST!!!!
PS. This is just the icing on this rather horrible Cake! I would need to write a book and publish it in several volumes to comment on the dreadful experience during the lifespan of my policy!”
Hello Gentjan,
Thanks for your review, we’re sorry you weren’t happy with the service you received and that you have had such a poor experience during your claim.
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.
If you believe that this has been poorly or incorrectly handled and you want to make a formal complaint about this entire experience, please give us a call (on 0333 321 9800 ), 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 Christopher, it's good to see that you got the customer service you deserved. Thank you for insuring with Hastings Direct this year. ~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
