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Hastings Direct

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19 Reviews of Hastings Direct

  1. Janet tonks

    I have been with Hastings direct for my car insurance for 11 months last month I was sent an email saying my payment.had not been paid I got InTouch with my bank and my payment had been made I phoned Hastings and they told me they hadn’t received it after a long talk to them they told me everything was ok I still receive d letter s and emails stating I had made late payment and I would be charged after numerous phone call I was told everything was sorted this morning I received another email saying I have not made a payment once again I got InTouch with my bank and the direct debit had gone out they are saying it is something to do with my policy which I can’t understand as I have had the same policy for the last 10 months I have been InTouch with the financial ombudsman and been back InTouch with Hastings direct and put in a complaint only to be told it will happen again next month I didn’t think this is acceptable if I get a default for something that’s not my fault that will go against me getting other products I am totally unhappy with the way I have been treated and even after complaining it’s going to happen again what is the point of having a complaint department of it doesn’t solve the problems I am completely understand satisfied

  2. Tracey Porter

    My husband was in a car accident a year and 14 weeks ago the other party who was responsible are insured with Hastings. The claim after a year was settled and now 14 weeks later has still not been paid out disgusting company.

  3. Valerie Mulligan

    I can understand everyones problem with this company I’ve bern informed by my solicitors that they will have to take Hastings to court for my payment, they accepted liability when one of there insurer’s reversed in to ME they’ve excepted a pay out on the 31st Jan for my injurys and after numerous e mails to Hastings solicitors still no money so it will have to be down the line of COURT proceedings to get my money So much for Hastings beeing a responsible company

  4. Dawn keen

    Stay away if you are a young driver and need a black box they cancel within a few months stating your driver rating is below the minimum every review I have read since taking the policy out for my son is saying the same and it’s all to do with braking and acceleration they are scamming young drivers and I won’t be going quietly from this company!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
  5. David Ions

    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!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car Insurance
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  6. Jack

    I was told I would receive information within 48 hours.
    My claim lasted 3 weeks.

    I was adamant from the beginning that my car was not excessively damaged and Ill be keeping it on the road, or doing all I can to ensure that.
    Damage was – front and back bumper in half and 1 wing mirror gone.

    3 weeks of phonecalls in which i was given constant wavering information, from my car was a write off – to they just dont know, as the garage hadnt done an evaluation yet.

    I was denied a coutesy car, as your car – “has to be actively undergoing repairs” – to enable the coutesy car policy…. So that was three weeks of taxis to and from work, all because not a single person in three weeks actively done their job.
    Three seperate members of customer service told me they would investigate and phone the next day. It was after these phonecalls i was informed they are an “inbound call centre” only.

    I finally received word after the 3rd week began, it was a write off. So i immediately cancelled my claim as i felt let down and furious.
    I just wanted to know why this took so long and just to deal with this myself as my insurance company were no help at all.

    Turned out, the entirety of the 3 weeks, my car had been sitting at a scrap yard the other side of the country to me, awaiting scrappage and NOT with the garage that i was constanrtly assured had it, and that i thought were actively trying to access the damage.

    I eventually got my car redelivered to my house, and is now personally repaired for £145 total.

    My car had one window left half way down, over three weeks of fairly constant freezing weather.
    My petrol tank was drained.
    My battery was drained.

    Still today, 2 weeks after i cancelled my claim, im still getting letters from scrap companys telling me my car was evaluated at £2,300.

    My car, that had 2 bumpers cracked and a wing mirror missing, was evaluated for a repair exceeding 2300 … and was therefore a write off…?

    So I naturally complained.
    I was only looking for reasonable compensation in the form of the money i have paid for travel over the 3 weeks i endured their lackluster customer service skills.
    I was cited policies and the usual scripted response from their complaint team. My woes fell on deaf ears and all complaints batted aside as i was offered £50 compensation.
    I was messed around here from the very first initial claim phonecall, all the way up to the complaint i was forced to cancel.

    The complaint was entered during the period i was awaiting my car to be redelivered from the auction/scrap company. This company, coparts, who actually actively gave me information and kept me informed.
    It was this company who informed me my car was with them the whole 3 weeks i was chasing hastings. It was also this company that informed me hastings are refusing to finalize the payment of delivery of my car to my house.
    Hastings basically told me this is because i have an active complaint open.
    So this company that monumentally messed me around for 3 weeks, is now refusing to close this whole mess for their customer – because i was actively complaining about everything prior.
    I had no option but to accept my £50 “compensation” and cancel my claim as my life was slowly grinding to a hault.

    This has been an insanely stressful time of year for me, it has affected me.
    If i wasnt as messed around as i was, i may even sympathise with the time of year it is, but even that isnt applicable now.

    Its now my responsibility to inform as many people as i can about my ordeal. Hopefully it may dissaude you from pursuing them as insurers.

  7. Mr M Belal

    We all hope we never need to use our insurance policy but unfortunately this year i needed them. I am not happy with the way my claim has been handled. My whole years premiums have been paid up in full and when i need these guys, they have let me down big time!

    While my vehicle was stationery it was hit from the back. Hasting decided to write it off and offer me half the market value. At the same time they have stripped me of my No Claims Bonus and want my excess fee. They have not kept me up to date with what is going on with my claim. I am left with no courtesy car, and former being passed pillar to post when i call the call centre. The amount of stress this has caused is shocking.

    What has annoyed me more than anything is they are happy to accept my 9 years no claims bonus but when it comes to making a claim they only acknowledge 5. Very misleading and untrustworthy. They fobbed me off with “well you should of read the small print and we can’t do anything else”

    In a nutshell i feel as i have been fobbed off with a sub standard service. I am sorry but i can not recommend this firm to look after you. They are happy to take your cash and in return provide a very poor service. The policies they provide are probably cheap which matches the level of service they provide.

    Note for Hasting, don’t bother replying with your standard copy and paste reply. If you really want to make a difference…call me.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Moto Vehicle Insurance
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  8. Tracy Elwell

    We had our car insurance with Hasting Direct, 2 weeks ago I swerved to miss a deer and went into a tree. The car was written off and we provided all our details. It was then they informed us that our claim was suspended as had forgot to tell them of 3 points on my husband’s license.

    My husband had forgot even at the time of putting the claim in it didn’t cross our minds it was 3 years ago now. After explaining to the Underwriters they throughout out claim and refused to pay.

    The letters we received are trouble the underwriters are supposingly a company called Advantage but the letters had been cut and pasted onto Hasting Direct letterhead but the letterhead is also a bit odd as it was all scattered over the page when converted into a word document, as it was received in a PDF file. The name on the letter we don’t who they are and on one letter they are a Case Underwriter and then a Motor Underwriter, but she can’t work for both Advantage and Hastings Direct. We accept that we forgot the points but my uncle who is a managing director for a very large underwriting company, said it happens, although he works on claims like 9/11, Lockerbie, he has someone in his Car Insurance area looking at it and like Hastings Direct, Underwriters his company is a Lloyd’s subsidiary. The service is disgusting they keep asking for documents and informing us on the car being written off etc even though it was suspended giving you the wrong impression of what was goin on with the claim!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): +441992718111
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  9. Simon B

    Unacceptable service from a company that is cynically auto renewing and despite writing and emailing in I no longer had the vehicle AND did not want to auto renew they have charged me a cancellation fee. This firm is appalling, cynical and everything that is wrong with the UK car insurance industry. Avoid at all costs, they lack integrity and transparency.

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  10. M Taylor

    Don’t use this company if you might change your car mid policy. I have insured my car with Hastings Direct for 7 months. Unfortunately I sold my car and have ordered another one. The new car cannot be delivered until mid May. When I contacted Hastings They insisted that the policy had to be cancelled and it would cost £45. The refund for the unused part of the policy should have come to close to 5/12 of the premium minus £45. I calculated just over £80; they gave me just over £66. Every time I have changed my car the insurance company simply stopped the policy, accounted for the unused part and, when I got the new car gave me a quote for the remaining months. This is the first time I have been charged £45 for a company employee to press a few buttons. Don’t use this company if you intend to change your car in the middle of a policy. Other people have been charged less! My costs: approx £65 Never had this poor service before and I have changed cars many times over the years.

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  11. christopher cheyne

    Stay away !!!! Do not get insurance here. Close claims that are not complete leave me in limbo to who was a fault 12 mouths of higher insurance could not be bothered to chase outher insurer thank you Hastings direct.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): car
    1 person found this review helpful.
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  12. Lauren James

    I had problems for the entire year of my policy and would not recommend this company to anyone.
    I ended up paying £100 more than I was quoted by simply informing them of the number of years my additional driver had held a license. On their website the option was “over 20 years” when they called and asked for a definitive number (25 years) this suddenly increased by £100. No matter how much I argued that 25 years is the same as “over 20 years” they were adamant the quote was no longer valid.
    Once the box was installed I had multiple issues as the box wasn’t registering the correct time of day the car was in use and wasn’t picking up the “breaking” data correctly. It took multiple calls and over two weeks for me to be put through to the maintenance team who informed me this was due to the box being a new installation and to give it 6 weeks to settle.
    During these 6 weeks I received numerous threats from the company regarding policy cancellation. I both emailed and called the Customer Service Team, they confirmed what the maintenance team said regarding the 6 week “settling in” period but still carried on with the cancellation threats. The telephone manner was absolutely disgusting and even after speaking to the manager I ended up placing a formal complaint with the head office. I only had a suitable response when I threatened to report the company to the Ombudsman.
    During the first two weeks of my policy I decided I would like to cancel my policy and move to a better company. Policy cancellation is supposed to be free in the first two weeks, they imposed £450 worth of charges which they refused to confirm; 1) what they were all for and 2) why this was not free as stated both online and in all the documents I received.
    I have had further issues since my policy has ended with the company refusing to remove the black box unless I pay £150, I was told upon setting up the policy that this was free after the first year. They have also still not sent out a copy of my No Claims Bonus, it has been almost two weeks since my policy has ended. I have emailed and called and still no certificate. I’m concerned this is going to affect my new policy as I need to provide proof within 28 days and Hastings are no help at all.

    UPDATE: I have since emailed the “help@hastingsdirect.com” email address along with sending further emails to the team that have been dealing with my NCB certificate issues. Twice I have been sent the certificate, both times with substantial errors. The first document stated the same number of years as when my policy started and also stated I was at fault in an accident a number of years ago. They resent the certificate, this time with the correct number of years but still stating I was at fault. I would like to say it’s an error I made but seen as the policy was setup over the phone this is the result of (another) incompetent member of staff incapable of inputting correct data.
    Multiple emails have been sent and not one person has bothered responding. I have tried calling after work for the last 3 nights between 5pm and 8pm, each time I have spent in excess of 30 minutes on hold (which I’m being charged for!) and then the line seems to give up or my call is being knocked off because someone obviously wants to go home at 8pm on the dot.
    I will be contacting the FCA again as my new insurer cannot cover me much longer without valid NCB proof.
    I have never dealt with such an incompetent company. Customer service is non-existent and it’s safe to say they would have better service if they employed wild animals.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    2 people found this review helpful.
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  13. michael guest

    Totally Shocking experience…, Setting up the policy online is fine, when you come to actually need to claim on your insurance its a different matter. The claim experience is rubbish, I was hit in the rear by a third party in March 2015, its now June 2016 and the straight forward case is still open because Hasting Claims team can’t send the correct documents to the third party with the summary of parts required to fix the car. Lucky I did my personal injury with someone else and that was settled 4 months ago.

    Word of advice if you take insurance out to be cover and think that you might need to claim don’t go with these guys you might as well insure yourself third party only and save yourselves some money

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    1 person found this review helpful.
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  14. alan morley

    AVOID I rang Hastings insurance to cancel my motorcycle insurance ,which still had over 6 months to run. I was informed it would cost me £35 to cancel my insurance and would NOT receive a penny refund for the remaining 6 months.( its in your terms and conditions in it) but lets be honest who reads them. not me…why? because we don’t understand them do we.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): motorcycle
    2 people found this review helpful.
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  15. stuart

    AVOID, they charge £35 to make any changes to a policy and when you question this amount are told that it is a non profit making fee(!)

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): motor
    4 people found this review helpful.
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  16. Janine

    I shopped around for car insurance and thought I had found a good deal, I opted for extra breakdown cover and paid a bit more for a policy, then I bought a new car which came with free insurance I duly let hastings know in writing I would like to give 30 days notice very reasonable, I was paying monthly. They then let me know 2 weeks after my initial email that was ok to cancel but they would be charging me £55 for the privilege! That is ridiculous I will never use hastings again and I would encourage people to check their list of fees out before deciding to insure with them, very disappointed!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car Insurance
    3 people found this review helpful.
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  17. Sahil

    Hastings Direct Insurance paying out on claims is the worst experience ever. I am a claims handler myself and some of the claims processes they have are not treating customers fairly. They are not understanding in any way. I have had a claim which is coming up to a year and to date I haven’t been paid for my vehicle nor any other items in the vehicle, even when I sent them proof of purchase and they insist on sending in receipt where the item is over 2 years old! No wonder people don’t like Hastings Insurance and do not want to renew insurance after submitting a claim. Very disappointing and this coming from a insurance claims handler says a lot about Hastings Insurance. A big 0 out of 100…

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
    8 people found this review helpful.
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  18. Ann

    I would strongly advise that anyone considering insuring with Hastings Direct to seriously reconsider their options on the open market. I am of this opinion because I have experienced with this organisation: (1) Limited communication regarding a claim; (2) Inconsistent information regarding a claim; (3) Unjustified hidden charges. My experience has made me realise that low insurance quotes do not necessarily mean value for money. I suggest shopping around before committing to this company.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    10 people found this review helpful.
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  19. Sarah Green

    Hastings Direct are trying to take the rest of my year’s direct debits in full out of my settlement fee for the write off of my car, and are claiming ‘its policy’. They won’t accept the fact that the settlement fee is to compensate my car as my personal asset and that I have never agreed to pay my premium up front. Also, I have put my new car on my insurance at a higher rate at the request of their customer services team and they are STILL trying to make me pay! That’s after receiving a letter saying they had upped my claim and a cheque would follow after I put in a very serious complaint. It’s disgusting, it really is. No communication between the teams, constantly contradicting themselves, sending misleading letters and absolutely no customer care whatsoever. Also, expect £55 if you want to cancel and £35 for them to tap a new name or address onto your account. I am so shocked that they can do this kind of thing, obviously expect the innocent customer to back down and settle for their completely unfair terms.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    10 people found this review helpful.
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