Hastings Direct Car Insurance - Post Feb 2009 Reviews

★★★★☆
4.0 / 5
84.6% of users recommend this
  • Customer Service

  • Value For Money

? Ask our helpful community of experts about this product or company
Hastings Direct Car Insurance - Post Feb 2009 - Ask a question now

Media Gallery for Hastings Direct Car Insurance - Post Feb 2009

Hastings Direct Car Insurance - Post Feb 2009
Hastings Direct Car Insurance - Post Feb 2009
Hastings Direct Car Insurance - Post Feb 2009
Hastings Direct Car Insurance - Post Feb 2009

Refine your search

Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.

Latest Reviews

★☆☆☆☆

“HOPELESS - CUSTOMER SERVICE NON-EXISTENT”

Written on: 24/02/2019 by Johnny7676 (1 review written)

They are ALMOST impossible to contact via phone. Irrespective of day/time I call I get a patronizing “sorry… we are extremely busy at the moment message” and then end up holding until my patience runs out (I’ve waited for an hour with joy). They automatically renew a policy without authority of the policy holder. No call-back facility, NO CHAT Service industry with no service. They charged my credit card three weeks before the policy was due to start . When I finally got… Read Full Review

Hastingsdirect's Response to Johnny7676's Review

Written on: 28/02/2019

Hello,

I'm very sorry to hear that you had such a poor experience with us and I hope that the matter which has caused this review has since been resolved. We do appreciate that it can frustrating to wait on hold and we're striving to put measures in place in order to reduce our waiting times. I hope that if you need to contact us in the future you can do so in a more timely manner. If you do need any assistance you can also speak to us via email. Thank you for taking the time to leave a review with us

-Theo

Reply to this comment
Report this review
Was this review helpful? 1 0
Read 1 Comment
★★☆☆☆

“fail to even return money they took incorrectly”

Written on: 28/08/2018 by simmeringpoet (2 reviews written)

Due to a system crash during taking out the policy their system took two full payments from my bank.It only issued one policy so they obviously have their system set up to grab the money first and sort the policy after. When I called up minutes later having checked my bank online to confirm, I was told the money would be refunded within 5 days! 10 days later and still no money so I call up again. was told they tried to call me and couldn't get through so put a note on the system to wait for my… Read Full Review

Hastingsdirect's Response to simmeringpoet's Review

Written on: 26/09/2018

Hello,

I'm sorry to hear about this and I appreciate the inconvenience this entire matter would have caused you. I hope that the matter was resolved in the end and you've received the refund due back to you. If you do need any future assistance concerning your policy, please do not hesitate to contact us. I hope your experience with Hastings Direct since this incident has improved and thank you for taking the time to share this with us

-Theo

Reply to this comment

Simmeringpoet's reply to Hastingsdirect's Comment

Written on: 26/09/2018

Oh, I will be in touch. I was promised recompense for the time and phone calls. Sadly, you can't even get that right.

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 2 Comments
★☆☆☆☆

“Getting a claim paid is a Joke”

Written on: 30/07/2018 by Leafy86 (1 review written)

Firstly very positive, when reporting to Hastings of the accident. Unfortunately it took a week for the car to be assessed as a write off. When ring Hastings to find out whats happening with the claim, was told a would be hold for a minute whilst she checks my claim, over ten minutes later. I am told it will go to the scarp yard to be assessed, so in total I would need to allow up to 6 to 7 working days. When I ask about the length of time, I am given the usual apologies, when pushed further… Read Full Review

Hastingsdirect's Response to Leafy86's Review

Written on: 26/09/2018

Hello,

I'm truly sorry to hear that you did not have the best experience throughout your claim and for the delay concerning a response to your review. I appreciate the frustration that this process would have caused and I hope that positive progress has been since the point of your review which would have led to the settlement of your claim. If you still have concerns with regards to the resolution of this or you need any updates regarding the claim please do not hesitate to contact us. We'll do all we can to assist you with this

-Theo

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★☆☆☆☆

“Hastings Direct are your worst nightmare!”

Written on: 07/07/2018 by Spears427 (1 review written)

On a comparison website they are one of the cheapest and for good reason. They make additional costs and charges you can do nothing about. Having taken insurance with them they later ask for copies of driving licences, access to your licence at Swansea and a V5 registration. Having sent the licence details through they charged £20 as my wife passed her test 19 years ago and not the 17 I said. I could not send in the V5 as I was awaiting it to come back from Swansea in my name and I explained… Read Full Review

Hastingsdirect's Comment

Written on: 18/07/2018

Hi,

I am sorry to see you have had a poor experience. We have to request this information for regulatory reasons. However, if you were not informed of your cancellation you will have grounds for a complaint.

~Connor

Reply to this comment

Markroope's Comment

Written on: 19/07/2018

I have got three complaint numbers from Hastings over this and other ways I have been treated by them.
All say the complaint will be answered in three days. I have not had a answer to any of the complaints or questions I have asked in over 10 days.
Because by policy was cancelled many companies will not insure me and of the ones that will they are more than double the cost.
This is the worst company EVER who will try and make you pay out of further money.
I have only ever been able to speak to a person once who rang to charge me £25 as my wife held her licence for 19 years, not the 17 years I mistakenly said.

Reply to this comment

Ssea_Star's Comment

Written on: 08/08/2018

Do you ask this of all people you insure i presume you do to check they have a correct licence and for points etc

Thanks

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 3 Comments
★☆☆☆☆

“Hastings Direct are your worst nightmare!”

Written on: 07/07/2018 by Spears427 (1 review written)

On a comparison website they are one of the cheapest and for good reason. They make additional costs and charges you can do nothing about. Having taken insurance with them they later ask for copies of driving licences, access to your licence at Swansea and a V5 registration. Having sent the licence details through they charged £20 as my wife passed her test 19 years ago and not the 17 I said. I could not send in the V5 as I was awaiting it to come back from Swansea in my name and I explained… Read Full Review

Hastingsdirect's Comment

Written on: 18/07/2018

Hi,

I am sorry to see you have had a poor experience. We have to request this information for regulatory reasons. However, if you were not informed of your cancellation you will have grounds for a complaint.

~Connor

Reply to this comment

Markroope's Comment

Written on: 19/07/2018

The V5 is not part of the regulations and no other company asks for it. A 10 second check online would give the same result.

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 2 Comments
★☆☆☆☆

“terrible!”

Written on: 18/04/2018 by Salaad (3 reviews written)

didn't get my details right on my quote then charged me £20 to cancel!… Read Full Review

Hastingsdirect's Response to Salaad's Review

Written on: 19/04/2018

Hi, I am sorry to see this. The £20 charge is the set-up fee for our policies, which is non-refundable. We try to communicate this clearly at the point of sale and I apologise if this was not done so.

~Connor

Reply to this comment

Salaad's reply to Hastingsdirect's Comment

Written on: 19/04/2018

Absolutely wasn't clear at all! And the fact that it was no fault of mine makes it extremely unsatisfactory! I would not have bought it as it did not meet my needs but that wasn't clear until I have gone through the purchase.

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 2 Comments
★☆☆☆☆

“Very disappointed”

Written on: 19/03/2018 by AlfredMcCann303 (1 review written)

Very dissatisfied I got a quote that was supposed to stand for one month When I tried to buy the insurance six days later the prices had doubled When I rang they said the quote was held but the price could change. Crazy if you ask me… Read Full Review

Hastingsdirect's Comment

Written on: 13/04/2018

Hi, unfortunately we are unable to offer a price saving service and all of our prices are generated on a real-time basis. I hope we remained competitive for you.


~Connor

Reply to this comment

Hastingsdirect's Comment

Written on: 13/04/2018

Hi, I am sorry to see you are dissatisfied. We unfortunately do not offer a price saving service and all of our prices are generated on a real-time basis. I hope we remained competitive for you.

~Connor

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 2 Comments
★★☆☆☆

“Could do with more training!!”

Written on: 02/03/2018 by Church133 (1 review written)

Called them up today to change details on my policy, to be told that they wouldn't insure a factory fitted performance pack which was on my new vehicle? asked why not to then be told its a modification to the vehicle and that performance packs don't get insured, asking are you sure? so I then cancelled after going on comparison website putting in the registration hastings came up again so someone is telling the truth, then spoke to a man in hastings customer services to be told that I was… Read Full Review

Hastingsdirect's Comment

Written on: 13/04/2018

Hi, thank you for flagging this. We want to ensure all of our staff are fully trained and as knowledgeable as possible, but of course sometimes there may be gaps or human error. I hope this did not cause too much inconvenience for you.

~Connor

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★☆☆☆☆

“Reviewing the reviews”

Written on: 26/02/2018 by JadenHumphrey (1 review written)

Having read hundreds of Hastings reviews a pattern becomes apparent. The majority of the good 5 star reviews are from people commenting on the website and how easy it is to use or the perceived value of their purchase. The bad reviews are from people who have had the misfortune to try and make a claim or have made simple mistakes in filling out their online information and then faced charges to subsequently correct the error. I have not seen one 5 star review from a customer happy with the way… Read Full Review

Hastingsdirect's Comment

Written on: 13/04/2018

Hi, I am sorry to see you had such a poor experience in the claim process. You may want to explore logging a formal complaint.

~Connor

Reply to this comment
Report this review
Was this review helpful? 2 0
Read 1 Comment
★☆☆☆☆

“Very poor, in fact "unresponsive", communication”

Written on: 22/01/2018 by DavidI0908 (1 review written)

Very poor, in fact "unresponsive", communication Communication and time taken to resolve claims is very VERY poor. It has been left to me all the way through my claim to chase Hastings for response. Continually promised a call back by relevant departments - but nothing! Totally unresponsive. Its now 5 weeks since my claim and still not resolved!… Read Full Review

Hastingsdirect's Response to DavidI0908's Review

Written on: 22/01/2018

Hi,

I'm very sorry that your claim was not resolved in the timeframe you had hoped and understand that waiting is frustrating. We're always working hard to ensure claims are resolved as quick as possible and hope it is done soon

~Joe

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★☆☆☆☆

“DO NOT GO THERE”

Written on: 15/01/2018 by dangogarty (2 reviews written)

Had my insurance with them for around 5-6 months been having issues with my vehicle so have been looking at new vehicles tried to see how much it would be to change car but tells me to contact them via phone when on the phone I then told my policy is being cancelled because I don't qualify for their insurance but wouldn't give me an answer on why I don't qualify then have the cheek to ask me to pay up £152 to cancel my insurance policy which I didn't want to cancel in the first place and told… Read Full Review

Hastingsdirect's Response to dangogarty's Review

Written on: 15/01/2018

Hi,

I'm very sorry to see that your policy had an issue. If the existing car is sold or leaves your possession and another suitable alternative isn't placed on cover within a certain time period, cancellations can sometimes be unavoidable, I'm sorry


~Joe

Reply to this comment

Dangogarty's reply to Hastingsdirect's Comment

Written on: 18/01/2018

Nothing on my policy had changed I'm still using the same vehicle at the beginning of my policy just trying to see what prices were available for other vehicles as I am thinking of changing vehicle

Reply to this comment

Dangogarty's reply to Hastingsdirect's Comment

Written on: 18/01/2018

Nothing on my policy had changed I'm still using the same vehicle at the beginning of my policy just trying to see what prices were available for other vehicles as I am thinking of changing vehicle

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 3 Comments
★☆☆☆☆

“Ridiculous service hidden charges ”

Written on: 12/01/2018 by nrWise209 (1 review written)

I am not happy with there customers services extra charges when they not needed… Read Full Review

Hastingsdirect's Comment

Written on: 15/01/2018

Hi,

I'm sorry you're not happy with a charge you've paid. We work hard to ensure prospective customers read and accept our feed before purchase so you know what you might pay as well as publish them on our site at all times

~Joe

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★☆☆☆☆

“My car was hit by a neighbours car whilst parked on my...”

Written on: 05/01/2018 by Meltonep1967 (1 review written)

My car was hit by a neighbours car whilst parked on my driveway. He was insured by Hastings Direct. He admitted full liability and advised them so. Firstly they wouldn't deal with my insurance company, they denied knowing about the accident even though their client had shown me a letter from them acknowledging that the accident was entirely his fault. I had to get a lawyer to try to get them to settle up, they dragged this out for around two and a half years before finally Issuing a settlement… Read Full Review

Hastingsdirect's Comment

Written on: 15/01/2018

Hi,

I'm very sorry to see this and thank you for your feedback on the matter

~Joe

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★☆☆☆☆

“Shocking Customer Service and Hidden Charges (FINE PRINT)”

Written on: 28/11/2017 by ShezaMet (1 review written)

Being charged admin fees for every change to the policy, no matter how little the change required! When I found out decided to not change and leave as it is, but they disregarded what I advised and made the change anyway. Then the bill followed within minutes (when they advised we only do letters by post when I questioned about documents not being sent initially for review) and if I did not agree to pay, they would cancel policy. I advised to cancel policy so it does not affect my credit… Read Full Review

Hastingsdirect's Response to ShezaMet's Review

Written on: 15/01/2018

Hi,

I'm really sorry you were not happy with the service you received, if we're told of a change to your circumstances it's our duty to process it so your insurer has the correct details and your cover does not become negatively affected. Our fees are read and accepted before sale as well as published online at all time so you know beforehand what you may be charged

~Joe

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★☆☆☆☆

“disgraceful service”

Written on: 06/11/2017 by MichaelJKing (1 review written)

I ended up paying £1700 in car rental fees because the car repairer assured me that I could use their car rental partner.Do not insure with this company.They never responded to my letters about this subject.Use a reputable company… Read Full Review

Hastingsdirect's Response to MichaelJKing's Review

Written on: 07/11/2017

Hi,

Please can you let us know more about this issue by emailing us and include your details as well?

Many thanks,

Joe

Reply to this comment
Report this review
Was this review helpful? 1 0
Read 1 Comment
★☆☆☆☆

“Unbelievable Claims Service”

Written on: 25/10/2017 by sd61753 (2 reviews written)

Takes hours to get through on the phone, when they do answer staff are rude and seem not interested. They seem to forgot we pay premiums in the event of a claim and should stick to TCF guidelines. Cheap for a reason!!… Read Full Review

Indioooo's Response to sd61753's Review

Written on: 28/10/2017

Don't ever take out any insurance from Hastings direct.

Reply to this comment

Hastingsdirect's Response to sd61753's Review

Written on: 02/11/2017

Hi,

i'm very sorry to see we didn't answer your call promptly and I can appreciate that is is frustrating. Thanks very much for your feedback, It's welcome to help us learn and improve

~Joe

Reply to this comment

Shezamet's reply to Hastingsdirect's Comment

Written on: 28/11/2017

HastingsDirect - Interesting comments above. I have just experienced shocking customer service on the phone was told exactly the same wording " thank you for your feedback, we will use it to improve our service". For future customers clearly; not sure why they could not improve it for me whilst on the phone! I have a feeling it is a paper message handed to all staff to use on each phone call, with no INTENTION to doing anything to improve it ..... otherwise it could have been done already if they knew how.

Beware people, cheap for a reason, hidden charges in the FINE PRINT, how convenient for them. Would never use again, even if they offered FREE insurance.

Steer clear of HastingsDirectCarInsurance

Reply to this comment
Report this review
Was this review helpful? 2 1
Read 3 Comments
★☆☆☆☆

“YOU ARE NOT A CUSTOMER TO THEM - YOU ARE A HELPLESS VICTIM”

Written on: 18/10/2017 by dqFlores377 (1 review written)

All of the negative reviews cannot be wrong. recently we switched all our family cars to Hastings after having a company car with them. they have a deliberate policy of hooking you in, waiting until the 14 days cool off / cancellation period is then over and then they start to sting you for extras. this has happened on two of the three policies we took out this year. they call it a "Mid Term Adjustment", but it is esentially blackmail and quite unlawful. tricks to watch out for: they will… Read Full Review

Hastingsdirect's Comment

Written on: 02/11/2017

Hi,

Thanks for taking the time to review us, I am sorry you were not happy with our new business review team's findings. As a responsible broker it's our duty to ensure that your insurer has the correct details and therefore the right premium. If we find inaccuracies such as the wrong address or invalid NCB we must correct it and request the remaining premium. The NCB we allow must be read and accepted before sale to ensure that you're aware of what you can and cannot use. For more info, take a look at our acceptance criteria online ~ Joe

Reply to this comment
Report this review
Was this review helpful? 4 0
Read 1 Comment
★☆☆☆☆

“Hopeless website and customer service”

Written on: 15/09/2017 by JosephineShelton (1 review written)

spent 30 mins completing a multi-car insurance on-line quote which then said a quote could not be provided on the information provided despite having filled in all fields. So then called the call centre and waited 35 minutes and told my call would be answered. The call was answered just before the 9pm closing time and in the background sounded like a party going on. The call centre agent said they could not take the call and would call back. I asked if he had the number and then heard lot of… Read Full Review

Hastingsdirect's Comment

Written on: 21/09/2017

Hi,

Thank you for taking the time to leave us your feedback, I am sorry that you weren't happy with the service you received and apologise you weren't helped when you called. hopefully your future dealings with us will be of the most professional level

Reply to this comment
Report this review
Was this review helpful? 2 0
Read 1 Comment
★☆☆☆☆

“AVOID !”

Written on: 02/09/2017 by 382Jimenez (1 review written)

Absolute idiots - like many reviews I have read about this company they cancelled my insurance with the reason given as `use outside of the terms and conditions` no explanation as to what this means or entails - I use the vehicle in question for SDP and commuting to and from one place of work which I correctly disclosed on the application - they were having none of it - I too have now had to take very expensive ins with a specialist company as I have had to declare I have had a policy cancelled… Read Full Review

Hastingsdirect's Comment

Written on: 07/09/2017

Hi,

I am sorry to hear about your issue and do hope that should we be asked by the FOS to arrange an amicable resolution that you're happy with it

~Joe

Reply to this comment

Indioooo's Comment

Written on: 28/10/2017

Don't use Hastings direct ever avoid it

Reply to this comment
Report this review
Was this review helpful? 2 0
Read 2 Comments
★☆☆☆☆

“Cheap for a reason”

Written on: 19/08/2017 by DangeloWright (1 review written)

Read this if thinking of moving to Hastings. Great prices so long as you don’t make a claim. I did for my first ‘fault’ claim in over 15 years and have been treated terribly. Appallingly trained customer service staff that sound completely fed up with speaking to customers and can’t be bothered to sound interested. Lied about timing for an engineer to check vehicle, took two days longer to check than promised and left me unable to be on emergency call for the elderly person I provide… Read Full Review

Hastingsdirect's Comment

Written on: 24/08/2017

Hi,

Thank you for your feedback and review. I'm sorry that you weren't satisfied with the time frames needed in handling your claim. We do publish and operate a 24 hour claim register line, however the customer service team for existing claims does not work 24 hours as of yet. Hopefully you'll find the resolution swift once delays have been overcome

Thanks,

Joe

Reply to this comment
Report this review
Was this review helpful? 2 0
Read 1 Comment
overview