Hastings Direct Insurance 17+

I use the the Youdrive function as a new driver, after some initial confusion over the tab not recording my journeys, we eventually got the thing to work and was excited to be able to see my driving scores after each journey. However, even after pairing the tab correctly, having several recorded journeys recorded, I found that a number have been recorded as “phone not present” when it has in fact been present (Bluetooth enabled, paired with tab etc). Also the app regularly logs me out, keeps asking for permissions that I’ve already enabled, and this means that when I get home from a journey to check my trip it hasn’t registered at all?!
It can be very frustrating when it doesn’t work properly and you are just trying to keep an eye on how your doing as a new driver!

Hi Shannon,

Sorry to hear you’re having trouble sharing driving data. It sounds like there might be some additional settings we can talk through with you, as some devices occasionally need a bit more guidance than others. Please send your details through to socialmedia@hastingsdirect.com and we can get someone to contact you.

-Mariam

I had a accident in my car and everything was sorted to take it into a garage which was over twenty miles away but thought ok will go with it, my issue is that I was told I wasn’t allowed a courtesy car so e mailed your company asking why, it took over two weeks for someone to finally reply saying g I was entitled to one, I was told my vehicle would be in for 7 to ten days but 5 weeks later I still haven’t got it back and still haven’t got a date, none of this would be to bad if I had a courtesy vehicle which I don’t, when I got the confirmation e mail to say I was entitled to one I again e mailed but after 4 or 5 e mails and two or three live chats I still have no answer to my question of why I wasn’t allowed one, I’ve had to hire my own vehicle and that’s now going into its fifth week, I’ve also had to pay to get to and from the airport as I went away during this period, I’ve also e mailed while away to sort this, but I’ve had nothing back, this review will also be a waste of time and I’m only doing it as a last resort for someone to get in contact but I won’t hold my breath, the customer service is awful and unfortunately I wouldn’t use this company or recommend them to anyone else.

Hello, I'm very sorry to read about the poor experience that you've had during your claim. If you need to raise a complaint concerning this or you wish to arrange contact with your claims handler, please contact us at socialmedia@hastingsdirect.com. We'll do all we can to assist you. Please include the claim reference in the subject of your email so we can locate your details. ~Theo

I eventually got the app to pair with my phone after many attempts, and it seems to be working.
I have also added my husband and daughter to my insurance so that they can drive my car. The instructions direct me to ‘Simply select passenger status’ if I’m a passenger in the car, but I can’t find anywhere on the app that allows me to do this.
I’ve spent the past 30+ minutes going through every option in settings as well as in the ‘my vehicle’ section, and trying to find something on the help centre which also unhelpfully says ‘“simply” select passenger status’. It’s NOT simple at all.
I’m reasonably tech-savvy but I’ve had someone else to look at this too to see if it’s actually me missing something obvious, and they couldn’t find it either.
The Hastings Direct help line are ‘too busy’ to speak to anyone on ‘non-urgent’ matters, and have been for the last few days, so I’ve had to resort to a negative app review as a last resort. My experience so far of Hastings Direct is that customer service is lacking. Really hoping I don’t have to make a claim, and on this experience I’ll be moving to another insurer asap.

Hi there, so sorry to hear this. You can raise a complaint here: https://www.hastingsdirect.com/about-us/customer-complaints.shtml. Once the complaint has been raised, we will be in touch after 2 working days and have up to 8 weeks to resolve the complaint in line with the regulators guidelines. If there is anything we can improve on to make your experience better or further assist you, please visit https://www.hastingsdirect.com/help/.- Aadam