Review Time
Extremely disappointing experience with Hastings.My policy was cancelled without a clear explanation, and my claim was refused with no proper justification. I repeatedly asked for the specific reasons behind these decisions, yet Hastings failed to provide any meaningful clarity.
The communication has been slow, unhelpful, and evasive. As a customer, I expect transparency and fairness — neither of which I received. I am now escalating the matter to the Financial Ombudsman Service because Hastings have not handled my case properly.
I would strongly advise anyone considering Hastings to think twice.
I was quoted a price, via a comparison site, for a new car I was purchasing but the web page was ‘hanging’ so I had to ring them. (Vehicle unregistered at the time) They refused to accept the price I was being quoted but eventually, after screen shots of the quotations from them accepted their charge and I paid for it. They then sent me the paperwork, but for my current vehicle(!), yet longer on the phone, and ‘we will ring back another day’. Later that day I received a call telling me they were cancelling the policy as it could not be done for the cost, a further £300 on top of the quoted price, around a 55% increase.
1st time ever making a claim from a broken side window and told 9 days is how long I have to wait, meanwhile my vehicle is left in outside in the storms getting destroyed unable to secure it properly and hastings just don't care, terrible service from the first point of contact. Told to fix it myself and would give me £100 towards it but want 135 from me for access, what's the point in insurance really,
AVOID AT ALL COSTS
I would not take insurance out with this company or any of its associated partners (Hastings Direct) they will scam you with wording in there contract and the company that is sent out to investigate the leaks make it up as they go along advising that they carry out various checks within a 25min window myself and my family have been left with water dripping through our living room ceiling and the roof nearly coming down which was described as poor sealing round the bath. but no checks were made under the bath and even after an independent survey the claim was still not upheld
this company will take your money, but when the shit hits the fan they will not pay out and look for loopholes
When it comes to renewals, I am can't stand the process, but today Anita (I hope I've spelt that right) was an absolute joy to talk to, so friendly and helpful in every aspect. Made things clear and was so so helpful, made renewing a no brainer. Thank you again Anita!
I made the mistake of not reading it was a tracker thing (my own fault) which turned up a week later to threats of this and that if you dont do this or go over the speed limit that or distance this we will cancel so tired to cancel which u go through an app firstly an AI then after that to a person who then takes an hour to reply said they might be able to remove tracker ok sound will forward to our sales team took another day for an answer to which I had to message them in the end and cancelled. Took a few hours of me confirming it. 45 year old HGV driver with 15 years NCD im ok for a tracker and how I drive so no thank you! Cost me 60 quid for 4 days so it is what it is paid an extra tenner a year for no tracker with someone else.
Spent 30 minutes filling in a multi car quote on line, it then tells me it can't quote me. Called them none of the details could be recalled so spend 45 minutes giving the details just to be told again they can't quote me. Noting exactly the same insurance I am asking for is currently covered by Admiral multi car. Total waste of my time and of the advisor on the phone.
So far the experience has been good. Easy to get a quote and good price for a good level of cover. App seems good with all the info you need. All good.
However you can only know how good an insurance company is when you actually need to use them. Hopefully I wont need to find out.
Joke of a company, can't speak to a human for any issues you might have and they charge a fortune for the insurance. For a 1 day late payment, which was a bank issue, not my fault, I've been changed an extra £12 which was never discussed when I signed up to this scam of an insurance company. What a joke.
Had my home insurance with Hastings which was actually a fairly cheap price. Insurance came up for renewal. Now I've been buying insurance for over 20 years and this is the first time ever I've had a renewal price that is actually cheaper than my current price. Almost always renewal prices tend to be more expensive.
Genuinely surprised but a nice surprise so happy to renew with them and legal, key and emergency home cover come as standard so not having to pay more for added extras. Lady I spoke to on the phone was also very friendly too so good customer service overall.
This is the first time I've ever stayed with the same company two years in a row as usually I shop around every year.
Only reason I haven't given them full marks is because they had a few technical issues with their phone lines and their website and app when trying to log in which was a bit clunky but apart from that very, very happy with their service and if they keep it up I will probably still be their customer next year round too.
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Hastings Direct is one of the UK's fastest growing insurance brokers. We offer car, bike, van and home insurance.
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