Hastings Insurance Services Ltd Anmeldelser 

ABSOLUTELY SHOCKING CUSTOMER SERVICE AND FLAWED BUSINESS MODEL!!!!!!! AVOID AT ALL COSTS- it took over a month for the tab arrive and MULTIPLE replacements. They are so frugal they only send it tracked on the third attempt of replacement. On my first drive after connecting the tab all of my categories were in the complete green and the breaking was all red. I went from an automatic starting score of 75 to a score of 54. This drive totalled 6 miles.. I wasn’t breaking harshly at all and explained this over the phone to the Hastings representative who disregarded this. My score went down over 20 in ONE SHORT JOURNY OF NORMAL DRIVING. God knows what they do when you are actually driving recklessly or dangerously. That was it for me- if it’s on 54 now it only takes another of the same 6 mile drive for it to go down 20 again and below 30 so it would get automatically cancelled. I will he cancelling my policy for my own mental health and peace of mind.. I have already called Hastings 10+ times before this to get a tab so don’t want to spend my future on the phone

Do not under any circumstances use Hastings direct home insurance.
We had to make a claim on our policy due to severe damp occurring in our home following the neighbours having a new roof on their home.
A video consultation was arranged with an assessor to see the internal damage, which he concluded was damp caused by issues with the neighbours new roof, Hastings then sent a guy to take video footage and pictures by drone, who also confirmed the dividing roof work wasn’t to an acceptable standard and that during the new roof work next it had probably caused structural damage and therefore the damp. These pictures and video footage was viewed by an office worker at Hastings who sent an email stating “he couldn’t see any obvious reason for the roof to cause the damp and that Hastings were unable to help us with our claim”.
Points to note the roofer used by our neighbours didn’t have liability insurance, when called to address the issues he attended and refuted the claims it was his work yet carried out some remedial work (not to our satisfaction). No self employed person would do that if they knew they hadn’t caused the issue. The neighbours have refuted it’s their issue.
We are left with a home that has severe damp through no fault of our own and Hastings have turned their back on us.
Quite simply Hastings as a company ROB people of their money and have no intention of supporting their customers with claims. They are a corrupt insurance company. To further this I have an example of their inability to support customers with car insurance. DO NOT USE THIS COMPANY NO MATTER HOW GOOD THE PRICE MAY APPEAR.

Do not under any circumstances insure your car with this company.

My car was hit by another car whilst it was parked outside my house. I only saw that it had been damaged when I went out to go to an appointment. I had not driven my car since Fri 31st Jan so the damage had to have been caused between around 10pm Fri 31st (when I got home Fri) to 12pm Weds 5th Feb. My car has paint damage from them scraping down the driver's side, damage to the small indicator light on the driver's side door and a small dent in the hinge of the driver's door, all superficial damage. I phoned Insurepink/hastings direct (with whom I have fully comp insurance) yesterday, just to get advice and log the information BEFORE making a claim. It was stated and confirmed in the call that I was not yet making a claim as I wanted to check if my and my neighbour's security cameras picked up any evidence of someone hitting my car so I could confirm the exact date and time and whether the culprit could be identified. I also wanted to take pictures of the damage. The person I spoke to said I had up to 6 YEARS to call back and make a claim should I need to. The call was supposedly recorded.

I managed to get footage of the vehicle hitting my car from my camera and my neighbours. Before being able to speak to insurepink/hastings to start a claim today, I got a text from a company called "Copart UK" around 1pm today - 6th February. They claimed to be acting on behalf of Hastings Direct in relation to an insurance claim and were asking me to call them so they could pick up my vehicle for salvage (!). I also got an email from Hastings around the same time stating that I had made a claim which I had not.

I called insurepink/hastings to find out what the hell was going on and why they had raised a claim without having exact information as to the date of the incident as well as any other evidence. I was told that not only had a claim been raised without my permission, but insurepink/hastings had decided they were not going to honour a fully comprehensive insurance claim because my car is too old and the mileage is too high (my car is 14 years old, well looked after with around 54K miles). They said their "engineers" had made this decision based solely on "what they entered" (into what, I don't know). I asked them who exactly their engineers were - she could not tell me. I asked if they had any mechanics who assess cars for the level of damage - she said no. She said all claims were "assessed digitally". I asked them how an inquiry was turned into a claim without my permission - she could not give me a reason. All she kept asking was if I wanted to cancel the claim. I then said I'd like to speak to someone more senior to make a complaint. She would not let me. She said she had to log the complaint.
She also kept stating that my only options were to give my car to Copart.

DO NOT use this company. It is clear to me that they have no intention of honouring claims, even when the cost can be claimed from the party that hits your car. Their whole business model when it comes to claims is to immediately decide your car cannot be repaired so they can try to convince you that your car is a write-off, send their "partner company" Copart to collect it, not pay you out one penny in claim (in fact, she said Copart send you a bill for collecting your car that Insurepink/hastings decide is a write off without seeing). They can then either sell your car for parts or fix it themselves and resell it - I'm sure this is borderline illegal. My car is currently valued at £1800-£1900 and it is essential for me, which why I make sure it is serviced annually and kept roadworthy. They say it is worth nothing.

They would not let me speak to a complaints department.

I am furious that insurepink/hastings is trying to rip me off. Their ability to offer car insurance should be removed.

Editing to ad: I suspect they use AI to scan bad reviews. Their so-called 5 working day response is a joke. Their "customer care" is a joke and their complaints team or policy does not exist.

Cancelled policy that had been paid for 4 weeks before in force. Cancelled within cooling off period. They kept my money and refuse to release it until 5 days after the policy should have started. I have had to pay for better insurance that’s cheaper by credit card. I needed to pay this off asap with refunded money. Disgraceful people to deal with. They will have had my money for over a month and no service at all. Tantamount to theft.

This company RENEWED MY POLICY IN JULY 2024 FOR 50 POUND WITH THE NEW CAR I BOUGHT THEN IN NOVEMBER I PHONED FOR A RENEWAL AND YOLD THEM I COULD GET IT FOR 700 POUND THEY SAID THEY WOULD MATCH THIS SO I TRUSTED THEM THEN SENT ME A RENEMAL FOR 1200 POUND IF YOU ARE READING THIS GO TO AVIVA WHO I HAVE NOW FOR 700 POUND!!!!

Absolute scandalous behavior.
My daughter's policy went up by £1400 on renewal, with no notifications, charged her £20 to remove a false claim against her, even though the agent admitted it was a mistake.
Wanted over £200 to cancel the policy, even though she had been overpaying for 4 months.
Phone help was non-existent, had contradicting information from different agents.
Still want to chase her for the cancellation fee, threatening legal action.
Avoid at all costs.

I decided to go for a different insurer for my car this year, partially based on negative reviews on Trust Pilot, and Insure Pink dealt with my request to cancel my renewal quickly and helpfully.

Why is the insure pink app no longer available? Unable to see documents, or cancel auto renew as the Page is not available? What is going on please??

I have tried looking at my policy today and told the site could not be reached. I then see insure pink is permanently closed. I tried logging in to Hastings and was told my email address is wrong. The money is still going out by direct debit. Due to renew 1st Feb. Time to change I think

I took out my car insurance with Hastings in April of this year. I have arranged to change my car this weekend and called to reflect this in my policy. I was informed that they could not cover my new car. It is a very standard road car, no frills. I was not given a reason. Within 40 minutes I had arranged insurance for my new car with another provider. Lesson learnt. Do not deal with Hastings again. The underwriter was Advantage Insurance. Please don't waste your time.

Awful people to insure with especially for recently passed drivers.
My insurance was cancelled simply because I wasn’t driving my car. I was never made aware of this in the you drive policy, I was never contacted over SMS like I had requested or received a phone call.
DO NOT INSURE YOU CAR WITH HASTINGS. Yes it may be cheaper but their polices are ridiculous. I have been with them since February.
All they want is your money. I’ve been at uni since September 18th so why wouldn’t they realise I hadn’t driven my car earlier? They cancels it in November so they could owe as little money as possible.

Provided cheapest quote but cancelled my policy by email after 6 months when I left my car at home and went to Uni. As there was no driving data provided for two weeks they just cancelled my policy without so much as a phone call meaning I lose six months of no claims and other companies will now ask for more as had a policy cancelled. I now can't afford to insure my car and will never consider Hastings Insurance again. All because they saved the cost of a 1 minute phone call. Well done.
They also calculated the pro rata amount wrong and have not responded to my complaint by email and social media (before their AI bot suggests this)

Disappointment with Cancellation Process

I am writing to express my frustration and disappointment with the recent experience I had while trying to cancel my policy. I have been a loyal customer for three to four years, and over that time, I’ve never been informed of any price changes or updates to my policy—something I feel should have been communicated to me. Despite this, I continued with my policy because I valued the home insurance.

However, due to unforeseen circumstances, I’ve recently become a full-time carer for my daughter, which required me to give up my job. As a result, I’ve had to make some difficult decisions and cancel several financial commitments, including my insurance. When I called to explain my situation, I was told that my cancellation fee would be £37, even though I’ve been paying £10 a month.

The advisor I spoke with asked if I could pay the cancellation fee, to which I explained that I could not, as I am currently without income. The advisor then consulted another team about my case, as I’ve been a long-term customer, and asked if any exceptions could be made. The response I received was troubling: the team essentially said they would cancel the policy but would still send me a bill for the £37 in 60 days. They also asked when my daughter would be better, which felt inappropriate and insensitive given my circumstances.

Additionally, I asked if I was under a contract, as I have never signed a new one after the first year, and I was told my contract runs until February. At no point did anyone inform me that it might be more cost-effective to cancel in February, which seems like a reasonable option, especially considering my long-standing relationship with the company.

This experience has been frustrating and disheartening, and I feel that my loyalty as a customer hasn’t been acknowledged.

EDIT: so having been with you for 3/4 year there really shouldn’t be ANY days remaining to charge me for as YOU automatically renew without contacting me to ask. It’s fine, I will just advise people when they ask for recommendations to never use this company, and I will never return as a customer.

My experience so far has not exactly been ideal,

I’ve just ran a quote through on my policy to make a vehicle change I was happy to give me a quote and accept payment for then it load for a extended period of time and bug out while I approved payment, to then get a statement saying “sorry, you need to call us about this” I’ve double checked my account and yes this did go out and no email to confirm the change or payment. I’m very disheartened by this, and feel when they check this once I call in the morning that they’ll give me a refund vice going through with the change. From what I’ve been told in the past they store quotes but only do when there is a reference should the “sorry, you need to call us about this” unfortunately gonna have to wait by this point the browser will time out!

I am trying to access my account to claim against a windscreen chip, the website seems completely closed.
Is this a dud company?
I tried to log in through hastings and it wouldnt recognise my email address linked to my account either.

Does this company even exist?! Am I actually insured??

Pay extra and Avoid Insure Pink
Subsidiary of Hastings direct, avoid them as well.
Involved in a car accident which wasn't my fault. was quick enough to refer me to a 'Personal Injury' company, but for actual help from them has been abysmal and outsourced to enterprise who add more steps and complications into the process. Unsure how they pass consumer duty rules

Cheaper than everyone

Hastings direct have breached contract with me.
Thus far they have misrepresented me 5 times, made two formal and unfounded accusations which are defamatory, acted in bad faith, wont deal with my complaints openly and are now at week 7.5 of 8 weeks internal resolution and we havent even spoken yet as they obfuscate and avoid responsibility. Im dealing with their CEO Tobias because their staff are incompetent and prone to misrespresentation. It looks like I'm going to have to sue them, because they have shot themselves so many times in the foot they wont even speak to me now. They get one star only because I cant rate them any lower..

ADDENDUM- 02/10/24 Hastings respond by auto pilot when it's their last day to resolve this complaint before breaching their own regulations again, breaching FCA and ICO legal obligations and acting repeatedly in bad faith to try and cover their lack of care, diligence, transparency, honesty, fairness, customer service and responsibility for a catalogue of deceitful errors and gross waste of my time.
I'm on complaint manager number 4 now. She took over after the third went awol under pressure. Then went on holiday for a week, emailed me to say she had been on holiday and was back, then went AWOL again for 2 weeks again, contributing to another breach of regulations.

Hastings you couldnt fist yourselves any deeper if you tried. STICK THAT ON YOUR SOCIAL MEDIA SITE NICOLE

I have a policy with insure pink no claims bonus was wrong and they added another £108 on policy and i went on website for new quote and it was same as paying now so how can they just put another £108 and £30 admin fee emailed them said to ring them rang got no answer I have over 35 year with no accident as a name driver will never use this company again all they are after is taking more money off customers

Hastings Insurance has taken £590 from my bank account without my permission. It says it is an auto renew. But I have never agreed to this. I asked for my money to be returned as I had taken out insurance at half the price with another company. I have sent several e-mails and have also filled in the complaints report on-line. Still no response though they say they will respond within 24 hours! I am a pensioner and cannot affor to lose any of this money. Please return it.

Thanks for your reply. Why don't you allow people to reply to your e-mail to cancel? It's unfair. Also, you do not answer my question - When will you return my money? This is like being robbed as you have not been given permission to take this money.