I phoned regarding my renewal quote. Initially on the phone I was asked to answer some security questions, I gave my address, policy number on my documents which I held in front of me. My policy could not be found by the lady I was speaking to, she was very impatient and told me I wasn?t insured by this company. I got this sorted when I called a second time, this was due to a mix up in addresses, I recently moved but did phone 6 months ago to change this but there were no records to say this had been changed. When the lady who I was speaking to told me my policy didn?t exist, she put me on hold and ended the call - this did not impress me as I then had to call back, waits few minutes for an advisor to become available and then explain it all again! When phoning the second time, the gentleman managed to find my policy as I gave my previous address etc. He was very helpful. My renewal quote was the best one on the market. Therefore, I am staying with Hastings Direct. However, if I had found a better deal elsewhere I would have changed companies based on the poor customer service I received when calling the first time.