“Hastings Direct I feel that I have received absolutely awful customer service from Hastings.
I have never had an accident before, and we all hope that we will never have to use our car insurers, but that if we ever do it will be a simple process (words used by Hastings themselves when I called)...that is what we pay for after all.
Unfortunately I had an accident in May and the process was anything but simple, thanks to the failings of Hastings. To start off with my number was taken down incorrectly by the call handler (despite re-confirming the correct number) and I was left waiting by the roadside for over 6 hours. There was no where around for me to walk to get a drink/food or any toilets within walking distance. I waited so long for help that I actually ended up in a humiliating situation (I don't want to share exactly what due to privacy, but Hastings are aware of what happened).
Hastings have been awful from start to finish. I even gave my correct contact number to the person dealing with my complaint, yet it was still wrong on Hastings system. I didn't realise this until I received an email weeks later, asking why I hadn't responded to the valuation offer. I rang to update my number and later that day I received the texts that I should have received on the day of the accident. Bringing back the awful memory. My accident was on the 22nd of May and I received the texts on the 15th of June!!
I have been contacted daily by Hastings to ask why I haven't accepted the valuation offer for my vehicle, despite me ringing to explain I was waiting for my complaint to be reviewed first and sending several emails to explain the same thing, with no response from Hastings whatsoever, just the same call every single day asking if I had received the valuation offer.
The person dealing with my complaint even replied to say that I had given the wrong number to the call handler, however the number they said I gave incorrectly IS my correct number!
The last email I received from Hastings was from the person dealing with my complaint, who assured me that the added information I gave would be looked into. I discovered when ringing to chase this up after hearing nothing, that Hastings had closed my complaint without telling me and without reaching a conclusion. I even rang Hastings and spoke to someone to tell them why I wasn't accepting the valuation offer and they didn't tell me that my complaint had been closed either. The communication has been terrible between Hastings themselves and Hastings to myself.
I requested that Hastings absorb the remaining costs of my policy (which doesn't even equate to £250) due to their continued failings with my case, as I will not get a vehicle within the 30 day period they allow, but I have been informed that they cannot do this.
I would avoid in the future!!!! Worst customer service I have ever had the displeasure of dealing with. I am a nurse working through a stressful pandemic, and this was the very last thing I needed. It's the last thing that anyone needs, which is why I'm sharing my experience. Take care everyone ❤”
“Spoke to Adil on the phone to discuss a renewal, very helpful young man & not only price matched my quote but sorted me a much lower price with no claims protection. Not had an issue with my previous year of insurance, reliable company to be with & efficient staff.”
“Purchased car insurance via price comparison website, the date of purchase was one month out for a car I have owned for 5 years - car was bought in June but July on the v5 document. Hastings called me on the day my insurance started to tell me I had to pay a £30 amendment fee or if I cancelled they would keep £20 for an arrangement fee - disgusting. Having read other reviews this has happened to others too.”
“Worst experience ever, make sure you saving your quotes somewhere, because they hunting for a small change in your policy details and then asking for money , in my case £560 pounds extra. Would not recommend to anyone.”
“Been with Hastings Essential for 5 years now - always had the best premium. Great service and easy to navigate website. Also, staff always so helpful on the phone.”
“Had accident with 4 vehical. Turns with Hasting if some drives into the back of you. There can claim against your insurance. Best bit hastings don't tell you.”
“Easy to use website . Took me about 10 minutes to purchase my insurance online. Had to cancel my old insurance over the phone now as they did not have this available to do it online. Then they charge me £45 to end the policy as I used a comparison site when taking it out even though I took a new policy out of them straight away. So that was the only downside.”
“Rubbish - Hastings Direct requested a copy of the V5 and then landed me with a bill for £8 additional premium and £30 admin fee for an error in the purchase date of the car (who remembers the exact date 8 years down the line). They'd already charged £20 for setting the policy up and charge £45 for cancelling. So basically the whole business model is about ripping you off for whatever they can. No other company treats new customers like this. Luckily I was only on day 3 of the 14 day cooling off period when I realised so minimised my losses. They also failed to address my complaint within the 4 working days they stated, but did manage to email a demand notice for the £38 fee and a threat to terminate the policy. I suspect the slow reply was to expire the cooling off period. So be aware of their sharp practice”
“Hastings Direct requested a copy of my V5 and then landed me with a bill for £8 additional premium and £30 admin fee for a error in the date I bought the car. Bearing in mind I'd owned it for 8 years, what difference does it make. They already charged £20 for setting the policy up and charge £45 if wanting to cancel. So basically the whole business model is about ripping you off for whatever they can. No other company treats new customers like this. Luckily I was only on day 3 of the 14 day cooling off period when I realised so minimised my losses. They also failed to address my complaint within the 4 working days they stated, but did manage to email a demand notice for the £38 fee and a threat to terminate the policy. I suspect the slow reply was to expire the cooling off period. So be aware of their sharp practice”
