Hastings Essential Avis 

I thought I’d found a bargain with Hastings Essentials when I took out a policy, but it quickly turned into a masterclass in bad faith. Just days after payment, they urgently demanded a full suite of documentation... every page of my V5C, both parts of my licence, and proof of address, with a strict one week deadline.

Despite sending everything promptly (including my government issued rates bill as proof of address, the only thing I had as I'm moving house), they rejected it as “invalid.” Then came their absurd nit-picking... they claimed I’d entered the wrong “licence held since” date, despite my input matching exactly what’s printed on the card, and penalised me for getting the car purchase date slightly off by a matter of weeks. I had entered both from memory, since my documents had been in storage as I was moving house. Any reasonable insurer would have exercised common sense and flexibility, but instead they hit me with a premium hike and a £30 admin fee.

I cancelled the policy immediately, it hadn’t even started, assuming that would be the end of it. But no... they charged an additional £20 for cancelling, labelled “non-refundable.”

Hastings Essentials live up to their name only in the sense that the essentials seem to be hidden fees, rigid processes, and a complete lack of customer empathy. Their terms are inflexible, their documentation standards vague and inconsistent, and the overall experience felt punitive from start to finish.

One star is too generous. If you value fair treatment, straightforward service, and basic professionalism, look elsewhere.

The insurance was taken out, but they're in no hurry to pay out.

Shocking service. Terrible. While talking to them about an administration problem they has caused , I was fed the details of another customer over the phone as their conversation was fed to me. My assistant blamed my phone and was oblivious of the leak yet I heard policy details of the other customer plain as day.
Then they said they cancelled my policy as I failed to supply copies of my driving license proof of address (which I did …twice !) etc etc when it was I who cancelled them ….sorry I ever used them . Worst company I’ve ever dealt with ever.

Absolutely terrible, if I could give 0 stars I would. There is a bog in my garden, I have personally paid a leak detector who has pin pointed exactly where the leak is coming from inside of my house but according to Hastings because I can’t see the leak with my own eyes then it doesn’t exist and therefore isn’t covered under my insurance.

Flagged for V5 and mileage check 4 months after taking out the policy. They used the acquired date on the V5 document as the date of purchase (as everyone know the V5 clearly states that it is not proof of ownership). They would not accept my bank statement showing the actual purchase 4 years ago and the subsequent copies of the V5 as the registered keeper was transferred between my children as they learned to drive. I was unable to accept the £60 additional charge because that would require me to agree to their ficticious purchase date thereby accepting and corroborating something that is not true and corroborating their fraud. I voted with my feet and cancelled the policy.

This is a micky mouse online only car insurance company
I had to claim as my car went off road in a storm flood I had no chance of stopping result was crash into a solid steel post
They knocked me back took my protected no claims bonus off me
Which I had for many years
Doubling my premium from 38 to 68.50 for having a claim
Scum of the earth!

Awful experience
Avoid Hastings essential policy if you can. I was in a NON FAULT accident in September 2024, I feel the need to stress this as my Hastings treated me so poorly to the point you'd think I caused the accident..
It took them 6 weeks to value my vehicle when it was written off and when they did, the valuation was paid to me before I could even approve it. Called up to challenge this and was told I did approve it, when infact I was on a plane with no internet connection when the payment was "approved" - Hastings could provide me with no evidence that I had approved their valuation.

My vehicle was undervalued (my gap insurer confirmed this) requested a valuation for hastings to not budge. Involved my gap insurance who requested documents - Hastings refused to provide them.
Gave me 30 days to find a new car, fine as the T&Cs stated this would happen, but how was I to do this with insufficient funds and no help from Hastings when I needed to involve my gap insurance...
They then cancelled my policy as I was unable to do so given the fact their pay out was incorrect - policy was reinstated when I challenged the decision - I received an apology letter at the time but the hurdles didn't stop there. Found a replacement car and called to update my policy only to be told by possibly the rudest customer service agent in the world that my policy was online only, he wouldn't take the call, so use the app... logged onto the app to make the change, error message appears, can't make the change online "please give us a call we will be happy to help" - laughable.
Eventually found someone willing to help but was told they would not insure the new vehicle for the remainder of my policy. Miraculously, the customer service team was able to do so when they changed my policy to say I used the vehicle to commute, which I don't.
Had to pay an additional £120 on top of the £2.6k that I had originally paid for my policy when I found a replacement car...
I was in my first year of driving when I chose Hastings and the way they handled everything very nearly put me off getting a new car all together as I believed every insurance company would be the same. I've renewed my policy elsewhere and the level in customer service and care is crazy. I will never use this company again.

Just to answer the Theo reply for this awful company my insurance with Aviva was even with extra legal cover and a far superior website I am also going to the insurance ombudsman to try and get this company withdrawn

The only way to manage the policy is to use the app. I've never managed to login to the website. That would be fine if the app woked. It's possibly the worst app I've ever had to use. About 50% of attempts to login fail. Once logged in it is near impossible to navigate through as 90% of the time tapping a button does nothing. If I needed to make a claim I have zero confidence I'd be able to do it on the app and as it's a Hatings Essentials policy the app is the only way to make a claim. It may be cheaper than elsewhere but I'm not renewing.

Nightmare, impossible to phone. I just tried to talk about their "Go Compare" quote but found it impossible to reach a human with robotic options - NEVER the ones I want. So frustrated but their loss and AXA's gain. Judging by the reviews I think I made a good choice and worth paying the extra £70 to get away from such stuff. I simply don't need it these days.

Rubbish company
Do not use

1.3 rating at time of writing my review and I can see nothing but excuse replies from the company. Hilarious, almost as if the company needs to make changes but blaming the customers. Good job.

Anyway, customer services at this insurance company is terrible. They lack basic education and an display inability to understand math, logic and language. I can only think of 2 possible reasons for this rubbish communication, they rely on translators to communicate or they're untrained AI.

Either way, I'm voting with my wallet and heading to a competing insurance provider as I entirely do not have trust in this company in the event of an incident.

Company reps, I'm not interested in your replies or excuses. Your words will be hollow.

I was using their telematics box which requires periodically logging into their app before setting off for every journey.

On receipt of my renewal letter, my price quoted had gone up almost a third even with a newer, smaller displacement engine.

Don't even bother using them it's just not worth the hassle, the staff I spoke with previously was also rude.

Got a far better price with Aviva Zero, I'd advise anyone to stay well clear.

Awful experience
Happy to take your money and then ask questions later
At no point was I questioned to any points on answers. Disgusting experience and closes complaints with out justification
Wouldn’t recommend to anyone
Waiting for the FOS to contact us back now
More hassle and time for myself

It has been sent on nemerous occassions Theo. As have every other document issued by DVLA.
******Im not contacting Hastings again. Inwill load the issue onto the Insurance Odbusman*****

What a garbage insurance company.

I informed them I sold my car. They wanted a cancelation fee. I told them they had taken my moths payment after I told them I sold the car. I sent them proof of sale. I sent them proof of private number plate removal from dvla. They still are charging me.

Think twice about this insurance company.
Even Tobias the CEO is not interested

So stand by...

I would give this zero stars if I could. They only harass you for information once the 14 day cooling off period has ended. They did not make it clear I had to have a telematic box and would be monitoring my phone use too (not like I use my phone whilst driving). I felt my privacy was invaded. They wanted pictures of my named drivers log book even though her car had nothing to do with the said policy. I have spent hours upon hours dealing with this fraudulent company. The stuff they ask is ridiculous. Avoid at all cost. I have ended up having to cancel the policy after 49 days due to the stress, I have gone and got a normal policy. AVOID AVOID AVOID. The little money you save is not worth the stress. I will be going to the insurance ombudsman.

Worst insurance company I have ever dealt with! Took out a policy at a reasonable price and paid the yearly amount by credit card online. Money has left my account, and got a message saying I am now covered.
Next day when setting up their app, it tells me I owe another £120. When asking for an explanation for this they came up with all sorts of excuses such as saying I had only paid a deposit. (Has anyone ever paid a deposit on an insurance premium). Eventually they claimed I hadn’t paid and hadn’t taken out the policy, meaning I have been driving around uninsured!
Had to tell them just to cancel my policy and refund my money, son waiting to see when I get it refunded.
If this is how I am being treated after being with them for 12 hours, then I want nothing to do with this company!

They sell you a policy for an agreed amount then after the 14 days cool down period were you can cancel with minimal cost, they find the smallest discrepancy eg putting the wrong start date into the search company. So they can charge more money (£180 extra) for your policy. Don't use them. You will be disappointed.

What ever you do, don’t get hit by another car when you are insured by Hastings Direct.
I report an accident when someone drove into the back of my car, whilst stationery in a queue of traffic on the M25. Reported it yesterday at 07.20 am. During office hours unable to get anyone on the phone. Did however get an email from them late morning. Kept calling and got through to Enterprise Cars, which was a surprise. They did ask for a claims number, which I had received in their e-mail late that morning. Unfortunately they had not yet received that number, so we’re not interested. Called back again this morning Saturday, and they are closed. Never had service like this before.
Hello Nicole. Thank you for your reply. However the number you gave me to call is Enterprise cars again, this goes round in circles. I typed out a full page, regarding all the calls, emails and messages received yesterday. This gets more frustrating each day. I will save your blushes by not copying it here yet. I am not on x or intend to be. May I request you e-mail me and I will send you all that happend yesterday. A. Nield

I feel completely cheated by Hastings Direct. Their website highlights that both Hastings Direct and Hastings Premier comprehensive policies cover cracked windscreens. Naturally, I assumed I was covered under my own Hastings Direct comprehensive policy.

However, when my windscreen cracked, I was shocked to find out that I actually have a Hastings Essential fully comprehensive policy, which does not cover windscreen damage. I now have to pay the full cost to replace my windscreen, despite being misled by their website into thinking I had the necessary coverage.

This feels like a classic case of bait-and-switch, where important details are buried in the small print. I would strongly advise any prospective customers to double-check every detail and avoid Hastings Direct at all costs. What appears to be a straightforward comprehensive policy can come with nasty surprises when you actually need to make a claim.