Robyn M.

Hastings Direct I feel that I have received absolutely awful customer service from Hastings.

I have never had an accident before, and we all hope that we will never have to use our car insurers, but that if we ever do it will be a simple process (words used by Hastings themselves when I called)... that is what we pay for after all.

Unfortunately I had an accident in May and the process was anything but simple, thanks to the failings of Hastings. To start off with my number was taken down incorrectly by the call handler (despite re-confirming the correct number) and I was left waiting by the roadside for over 6 hours. There was no where around for me to walk to get a drink/food or any toilets within walking distance. I waited so long for help that I actually ended up in a humiliating situation (I don't want to share exactly what due to privacy, but Hastings are aware of what happened).

I had no communication from Hastings several days after my car was towed away. The assessment centre I was advised to call said they didn't know where my vehicle was and advised me to call Hastings for an update. On ringing Hastings I was informed by their call handler that the RAC recovery team were turned away by "two men" already recovering my vehicle. The Hastings call handler did not recognise the name of the company I gave for these "two men" who came to collect my vehicle. I had to give her the number from the paperwork they gave me and she had to put me on hold to ring them to find out who they were, and where my car was! Leaving me thinking that my car was stolen! I also gave this call handler my correct number and complained to her about my number still being wrong on Hastings system. Yet it still wasn't updated.

Hastings have been awful from start to finish. I even gave my correct contact number to the person dealing with my complaint, yet it was still wrong on Hastings system. I didn't realise this until I received an email weeks later, asking why I hadn't responded to the valuation offer. I rang to update my number and later that day I received the texts that I should have received on the day of the accident. Bringing back the awful memory. My accident was on the 22nd of May and I received the texts on the 15th of June!

I have been contacted daily by Hastings to ask why I haven't accepted the valuation offer for my vehicle, despite me ringing to explain I was waiting for my complaint to be reviewed first and sending several emails to explain the same thing, with no response from Hastings whatsoever, just the same call every single day asking if I had received the valuation offer.

The person dealing with my complaint even replied to say that I had given the wrong number to the call handler, however the number they said I gave incorrectly IS my correct number!

The last email I received from Hastings was from the person dealing with my complaint, who assured me that the added information I gave would be looked into. I discovered when ringing to chase this up after hearing nothing, that Hastings had closed my complaint without telling me and without reaching a conclusion. I even rang Hastings and spoke to someone to tell them why I wasn't accepting the valuation offer and they didn't tell me that my complaint had been closed either. The communication has been terrible between Hastings themselves and Hastings to myself.

I requested that Hastings absorb the remaining costs of my policy (which doesn't even equate to £208) due to their continued failings with my case, as I will not get a vehicle within the 30 day period they allow, but I have been informed that they cannot do this.

I would avoid in the future! Worst customer service I have ever had the displeasure of dealing with. I am a nurse working through a stressful pandemic, and this was the very last thing I needed. It's the last thing that anyone needs, which is why I'm sharing my experience. Take care everyone

Edit: My re-opened complaint was closed after the exact same response from Hastings. YES THAT IS MY CORRECT NUMBER! I have reported them to Watchdog. Stay safe everyone!