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.