“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.”
“Used them for a year, had a small accident (other driver didn't stop)! Everything seemed ok at first, it was passed to Carpenters for injury claim and to pay for repairs (it was a company vehicle sign written), the physio and Dr appointments were good but nothing ever happened regarding the claim. They had the wrong insurance info for the company, which I told them as I got the details from the police, the claim handler then left and despite being told they had tried to call me (they hadn't) they then wanted details of the accident?!
That was the only email replied to, I never had any replies to my emails and the phone number was constantly engaged. Complete waste of time!”
“Just horrific and say you haven't provided all the information when they can clearly you have on a compare sight, then charge an extra £126 plus admin charges for their error”
“My vehicle involved in an accident insured with Hastings they were quick to contact me about the accident and ask if they could deal directly with me to the cost down yes 8 weeks later they still haven’t paid out on the vehicle or even had it assessed for damage to see if it’s viable to repair .hours spent on the phone to complaints department to no avail even the head of complaints hasn’t the decency to return phone calls or emails.Dont be taken in by tv advertisements saying how good they are I’ll now be handing my case over to solicitors on a yes no win no fee approach and let them deal with it more money to waste Hastings after my car hasn’t even left the recovery company yet .as Hastings has already admitted liability and ownership of the accident will be interesting how many phone calls are logged and recorded”
“Absolute rip offs won't give a refund after 3 months of paying for the full policy staff just laugh down the phone place wants stopping from trading will never ever reuse these again even if they come up the cheapest quote”
“worst company i have ever had to deal with! quoted me £550 told them the quote is fine was meant to get a call back but didnt when i rang they told me the quote was £850 the 1st was wrong.....but would discount me £50 for the mix up. saved the quote as i wanted it when i rang to pay the quote wasnt saved now quote me £2000 what the hell? also the documents wasnt changed as they stated which meant if my partner drove the car she would not of been insured even though it stated shes the main driver on full licence they had left it as a provisional which meant with an accident or police pulling her over her insurance was void and as a new driver its 6 points and ban........absolutely terrible company do not recommend and advise people avoid this company or you will get stung”
“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 ❤”
“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.”
