Hastings direct cancelled my car insurance policy after I rang them to supply a change of address. My crime was I had purchased a park home. The lady informed me my policy was cancelled because I don't live in "a proper house" can someone explain what my living arrangements have to do with my driving.
I have just signed up with Hastings for the third year running on my car insurance.
Every year when it gets to that renewal time I search around for the best deal. I went with Hastings initially because they offered the best price for what I wanted.
I have stuck with them since because each year, armed with cheaper quotes from elsewhere, I call them and they bring the price down for me. This year by calling them I literally halved the renewal price. But I think this is pretty similar for all insurance companies who bank on lots of people not shpping around at renewal time and just accepting the price they've been given. The last two years Hastings were not able to beat the other quotes I had but were only a few pounds more expensive. Because when I call I always get through straight away to someone friendly and helpful in a UK call centre this encourages me to stay.
I'm lucky enough that I have never had to make a claim, and judging by the reviews I have seen on here my view may be different if I had. However, in my experience they have always been really helpful, competitive on price, and UK call centres for me is really important.
You only really find out how good your insurance company is when you need to make a claim. This was when I found out just how terrible Hastings were.. It took 2 years to decide that an accident was 50/50 responsibility when the blame seemed pretty clear cut (to both parties!). They are not in the least bit interested unless you wish to pursue a personal injury claim (something which was pretty much confirmed by an employee). They lose paperwork, send conflicting paperwork, deny calls which have taken place and drag their feet on anything which isnt a revenue stream for their company. The best you can say is that they are cheap, terrible value for money. They will usually come out near the top for cheapness on the comparison websites, but don't take the chance, avoid at all costs. Chalked up to experience an expensive lesson learnt. Never again.
Our car was involved in a no-fault accident for which the 3rd party accepted full liability.
Hastings Direct took our car to assess the damage. They decided it was not economically repairable.
They asked us to send them all our documents showing full service history etc.
This we did.
We were advised by the solicitor to deal with our own insurance company to see what they could offer.
We now find out that despite not having been made an offer or accepting an offer, they have sold our car.
They tell us that they have made mistakes ( too many to list here!) but that there is nothing they can do except to offer us some compensation.
Please avoid this company at all costs.
They may be slightly cheaper but you will end up paying in the long run.
I would HATE anyone to have to go through what we are at the moment.
This company is a total con artists. When have you ever heard of passing your full bike test and informing them of it and being charged an extra £100 (£35 admin fee - Laughable) for trying to show that you are a better rider. You cannot reason with them. They own some of the underwriters as one of the senior agents admitted and they just charge you for any single thing. I will be taking this right to the top because they cannot be allowed to treat their customers in such as dismal way.Please do not buy from these people, you will be disappointed and out of pocket. Zero stars is too much for this company.
Please, please do not use this company.
Since making my claim, which has been going on 9 weeks, I have never been phoned once. Every couple of days I have to phone them to find out what is happening.
I understand the game they play by under valuing your car. You then refuse that offer, and the next, and the next, until you are finally £200 or so from the actual value of your car. You then accept that offer, because after 8 weeks you think this has gone on long enough and you really need a car now.
So it was at that point I sent all my documents off to them, and waited for my cheque to arrive.
No letter or phone call for over a week.
So yet again I phone them.
Guess what, they have a back log of post at the moment, and this could take a while to clear.
I'm guessing they are letters of complaint.
USELESS USESLESS USELESS
I AM FURIOUS
I havent had to make a claim yet in two years (touch wood).
Cheap and good customer service, thats all I can report so far really. Although last month they had to take the payment three days late for whatever reason,. and this month I have had to cancel payment and set it up to come out at later date due to changing jobs. They said there might be a ten pound charge for doing so, if ther eis I will complain, as they were late taking the payment last month, if I dont get the ten pound charge removed, I will update this review!!! So far so good.
I read in several places that the customer service take ages to answer the phone, for me they seem to be pretty good.
Always comes back cheapest premium on comparison websites. The old saying, you get what you pay for... We Will See.
I took bike insurance out with Hastings after doing a search and finding it considerably cheaper than Bennetts whom I had been insuring with for about the last 4 years. I figured that the cost saving was worth it and that Bennetts were asking too much. Well, how wrong was I! Hastings are great at asnwering the call to set you up with insurance, thereafter you can hardly ever get through to someome to discuss issues with your policy such as the wrong vehicle registration details on your documentation or why they have overcharged you. In my case I decided to cancel my Policy and go back to Bennetts. The thing is, they then charged me £65 (even though I had paid up for the whole year!) I have no idea where these charges come from or what they do to justify that kind of charge, but I now have a debt company chasing me and threatening me with my credit rating score. I'm a 40 something male, and I can do without this kind of sh*t in my life, so I would encourage ANYONE considering hastingsdirect to PLEASE consider an alternative, even if the price seems attractive...
Hastings Direct quoted an attractive premium for my online enquiry for car insuarnce and I decided to take out a policy with them. However, when the documentation arrived there were 3 significant errors on it. When I asked them to correct their errors my premium was increased by about £18. Two weeks after this I got a letter asking me to contact them (on an 0844 number). When I ignored this I got a phone call saying they were unable to confirm my no claims discount. I gave them the information required to contact my previous insurer to confirm the NCD. Two days later I received another letter saying they had been unable to confirm the NCD and threatening to cancel my insurance if I did not contact them. When I phoned they said they had now confirmed the NCD and the letter had been sent in error. I have absolutely no confidence in the administration of this company and would not use them again.
This is the first time I have used Hastings...and it will be the last. I wanted to add two additional drivers to my policy for two weeks. We use home exchange as a means of holidaying and usually exchanges cars as well as homes. On previous occasions we have never had a problem - a quick phone call, payment over the phone (usually around £20) and done.
We added our exchange partners to my husbands policy (with direct line) no problem at all. Then I tried to add them to my policy with Hastings - what a nightmare! First time they told took all the details, me it was all ok and that it would cost £97 per driver. Because it was so expensive I said I would check with my OH and call back. We decided we would go ahead anyway but add only one of the individuals to reduce the cost. When I called back they had no record of the previous call (computer won't retain quotes), then they said they couldn't add them as they were from Bosnia, I explained that this was the location of birth not nationality so they now decided they could add them, then they changed their minds and said they didn't recognise international driving licences - only UK / EU licences. This is contrary to the provisions of the 68 Vienna convention which requires all participating countries to recognise the driving licences issued by the participating countries. I told them I was very unhappy that, in less than 2 hours, I had received three different answers to the same questions and asked if I could complain. They said they wouldn't transfer me to the complaints department and cut me off!
Fortunately, our home exchangers are happy just to use my husbands car. I won't be renewing with them - in fact, if I thought I'd get a pro rata refund for the time left on my policy I'd switch insurance provider. I just hope to God I don't have an accident before my policy term expires.
£35 for minor mods to policy,resending documents,even £35 to email the copy of the certificate !! some ISP !!! - once my policy is over i will switch without any doubt
I insured my brand new 60 plate car with Hastings Direct in September 2011, and in October 2010 someone reversed into it. At the time, the woman who reversed into my car admitted that she had not seen the car, therefore, in my mind accepting liability.
On the same day Hastings called me again to say that she was disputing the claim, and I would need to pay the £750 excess (because Im a young driver) should I wish to have my car repaired. I informed them that I didnt have the money to repair the car at the time, so they said they would contact me at a later date with the progress of the claim.
The day of my incident I got a call from a solicitors firm pressuring me to make an injury claim, despite no injury being sustained. That was the last time Hastings Direct contacted me regarding the claim.
I contacted Hastings Direct on several occasions, all of which I was kept on hold in a queue for more than 7 minute before I got to speak to anyone, and even when I did get through to someone, I then had to wait while I was redirected to another department. Although some people may not mind waiting on hold, when they only have chargable numbers to contact, and I only had a mobile to call them on, at 55p per minute I saw it a a massive disadvantage. The staff were rude and couldnt be bothered to discuss my claim, and on several occasions was told that when they have any news they would call me. Again, I heard nothing until contacted them, and on one occasion I was told to hurry up and get off the phone so that they could chase up the claim.
Seven months after my accident the third part accepted liability. Seven months I believe too long, and had the company chased my claim effectively could have been significantly reduced.
On getting my car fixed, I called the garage to arrange collection, and was told I could pay my £750 excess on collection, despite already being told I was not liable for the excess. Although minor, and corrected with a long wait on hold and a quick phone call, it was another nail in the coffin to convince me that Hastings Direct were a waste of time.
Finally, although covered by my insurance policy, not at any point was I offered a courtesy car for the week my car was being repaired.
Overall, I found Hastings Direct dispicable and a complete waste of time and money.
I insured with Hasting Direct in February this year.
At the end of April they wrote to me asking for a photocopy of my driving licence and counterpart licence, as they 'hadn't asked' previously.
The letter stated I had to supply within 7 days of the letter date.
As I only received the (2nd class) letter on the 7th day, I rang them and was told no problem, send today.
This I did to the address they supplied.
2 weeks later, I get another letter stating I haven't sent the documents in and I need to do within seven days.
I received this letter 8 days as of their letter date!
I wrote to them with copies again.
Today, over a week later, I get 2 letters from them, one advised my policy is cancelled as i didn't send the documents to them!
The 2nd letter is a cheque, refunding my policy minus the period insured AND a £55.00 'cancellation fee'!
Ringing them, they admit to me they have now got my details, and that it isn't may fault, but there is nothing they can do for except I take out a new policy with them. The new quote is £31.00 higher than what i had paid, and they will not reimburse my £55.00!
When I ask to refer the matter to a line manager, they simply state that I send a letter to the customer services department!
I am, unsurprisingly, VERY displeased by their appalling service, and, complete lack of customer care.
I am seeking re-dress, whether I will get any though...?
Hastings Direct are cheap, and there are reasons. Most of their income is probably from the 0844 telephone line you spend literally hours on if you have a problem. Customer service is the worst I have ever encountered. Information is never the same two days in a row. They NEVER call back. They take money without authority and can then find no record of the fact. The charge for everything that would cost nothing from a reputable firm.
I have been trying to resolve a problem with them since August of 2010 and can find no way of obtaining any sensible answers from them. I have resorted to the FSA but they have no fear here. Records show they were fined £730,000 a couple of years ago for failing to treat customers fairly.
I have now once again filed a complaint with the regulator but I'm not holding my breath.
Please join me in badgering BBC Watchdog, maybe Anne Robinson can rattle their cage.
This site wouldn't let me give 0 stars.
Have moved home several times - never been charged admin fee to register change of address. Hastings charge £35 per policy to change address. The premium for each of our policies has risen slightly, so we have just parted with £105. Asked what the redemption would be on the policies thinking it may be worth cancelling and going elsewhere as still 7 months left. Would get £10 on one policy & similar on second!!!! STAY AWAY.