Hastings Direct - Why so difficult?

Pinkpyjama

Initially very happy with competitive quote. I get that their App policy very much is designed to be self serving but I believe there should be far more contact available during the policy set up.

I've just spent best part of 6 days getting them to correct basic changes on the new proposal. I get some come from errors/assumptions from comparison sites but the main sticking point was they had populated my NCD was affected from a 2022 claim where it had not. Earlier in the proposal it stated I had 9 years NCD (actually it's 22 but hey ho) so naturally I thought this was due to some kind of error.

I had to send evidence which I did 3 times because the first 2 were rejected saying insufficient evidence. This could have been perfectly corrected via a phone call but no, you must use the chat function and wait a day or so for a reply. It became clear that they simply weren't reading the evidence I'd sent.

I pleaded for common sense and on the 3rd attempt highlighted the proof on 2 separate documents.

This finally was accepted only to send the new proposal with another error they'd agreed to correct at the start.

Fortunately when communicating to my existing insurer, I was given a price £100 cheaper so for me, I've done ok.

I've lost £20 due to Hastings admin fee which is a bit rich due to what I've stated already but sometimes you have to just cut and run.

These app only policies are all well and good but on something as fundamental as this I believe they're flawed.

So Hastings on this occasion turned a content new customer into an unhappy one who took his business elsewhere.