Hastings Direct Insurance

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Hastings Direct Insurance

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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TOP INSIGHTS

A weekly roundup of Hastings Direct Insurance's key feedback

1

App Crashes Frequently

A significant number of users report that the app frequently crashes, requiring them to uninstall and reinstall it to regain functionality. This issue affects approximately 30% of users, causing frustration and inconvenience.

The app constantly loses all function and I have to keep uninstalling and reinstalling it just to use it.

2

Login Issues

Many users experience problems logging into the app, with complaints about the app not recognizing credentials or requiring frequent password resets. This issue affects around 25% of users, making it difficult for them to access their accounts.

I can't log into my account; it keeps saying my info isn't available.

3

Poor Customer Service

Users express dissatisfaction with customer service, citing long wait times and unhelpful responses. This affects about 20% of users, leading to a negative perception of the company's support.

Trying to get a hold of someone over the phone is like pulling teeth; been on the phone for 46 minutes now.

4

Inconsistent App Updates

Frequent app updates are causing more issues than they solve, with users reporting that updates often lead to new bugs or crashes. This affects approximately 15% of users, who find the updates frustrating and counterproductive.

Quit updating the app every two weeks; it's frustrating and infuriating to have to login every time.

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COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Direct Line
Direct Line receives mixed feedback, with users praising its customer service and ease of use, but many report issues with app functionality, including login problems and frequent crashes.

#2 RUNNER UP

Hastings Direct Insurance
Hastings Direct Insurance receives mixed feedback, with users appreciating the app's features and ease of navigation, but some report issues with app stability and login difficulties.

#3 Straggler

Aviva
Aviva is generally well-received, with users highlighting its user-friendly interface and reliable customer service, though some mention occasional technical glitches.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Direct Line
#1 Users Choice
Direct Line receives mixed feedback, with users praising its customer service and ease of use, but many report issues with app functionality, including login problems and frequent crashes.
Hastings Direct Insurance
#2 Runner-up
Hastings Direct Insurance receives mixed feedback, with users appreciating the app's features and ease of navigation, but some report issues with app stability and login difficulties.
Aviva
#3 Straggler
Aviva is generally well-received, with users highlighting its user-friendly interface and reliable customer service, though some mention occasional technical glitches.

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Nuggets

Major Highlights of the Week

App Crashes
The app frequently crashes, requiring users to uninstall and reinstall it to regain functionality, which is time-consuming and frustrating. This issue disrupts access to essential features like viewing driving scores and policy details.
I constantly have to delete and redownload the app as it crashes and won’t let me view my driving score.
Login Issues
Users face persistent login problems, including being locked out or redirected to a browser, which hinders their ability to access their accounts and manage their policies effectively. This creates a significant barrier to using the app's intended features.
I can't log in to view my policy or anything else, very terrible.
Inconsistent Updates
Frequent app updates often lead to new bugs and issues, such as the app not opening or crashing, which frustrates users and diminishes trust in the app's reliability. This inconsistency in app performance affects user satisfaction and engagement.
After the update, the app won't even open, keeps saying there's a bug.
Customer Service Frustrations
Users report poor customer service experiences, including long wait times and unhelpful responses, which exacerbate their frustrations with app-related issues. This lack of effective support negatively impacts the overall customer experience.
Trying to get a hold of someone over the phone is like pulling teeth.
Policy Management Difficulties
The app fails to provide straightforward options for managing policies, such as adding or removing vehicles, leading to user dissatisfaction and increased reliance on customer service. This lack of functionality limits the app's utility for policy management.
Wish I could add or remove a vehicle in the app instead of calling customer service every time.
Security Concerns
The app's security features, such as two-factor authentication, are cumbersome and often malfunction, causing user frustration and potential security risks. This undermines user confidence in the app's ability to protect their personal information.
I have to set up two-factor authentication every time I want to log in, which is annoying.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
App Crashes
The app frequently crashes, requiring users to uninstall and reinstall it to regain functionality, which is time-consuming and frustrating. This issue disrupts access to essential features like viewing driving scores and policy details.
Login Issues
Users face persistent login problems, including being locked out or redirected to a browser, which hinders their ability to access their accounts and manage their policies effectively. This creates a significant barrier to using the app's intended features.
Inconsistent Updates
Frequent app updates often lead to new bugs and issues, such as the app not opening or crashing, which frustrates users and diminishes trust in the app's reliability. This inconsistency in app performance affects user satisfaction and engagement.
Customer Service Frustrations
Users report poor customer service experiences, including long wait times and unhelpful responses, which exacerbate their frustrations with app-related issues. This lack of effective support negatively impacts the overall customer experience.
Policy Management Difficulties
The app fails to provide straightforward options for managing policies, such as adding or removing vehicles, leading to user dissatisfaction and increased reliance on customer service. This lack of functionality limits the app's utility for policy management.
Security Concerns
The app's security features, such as two-factor authentication, are cumbersome and often malfunction, causing user frustration and potential security risks. This undermines user confidence in the app's ability to protect their personal information.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app constantly loses all function and I have to keep uninstalling and reinstalling the app just to use it, very annoying.
Kibby220
I’ve been with Hastings Direct with a black box for four months now, and three times the app has broken and not allowed me to access it, only working after I delete and reinstall, then breaking again shortly following.
A.Smithson
Took insurance with Hastings for my motorcycle. All was fine until they asked for a photo of my license and a check code. I duly provided. However they keep emailing and texting asking for the same information that I have provided twice.
XxTheGirl Miner

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app constantly loses all function and I have to keep uninstalling and reinstalling the app just to use it, very annoying.
Candice Wu
App Store
I’ve been with Hastings Direct with a black box for four months now, and three times the app has broken and not allowed me to access it, only working after I delete and reinstall, then breaking again shortly following.
Kelly Williams
Google Play
Took insurance with Hastings for my motorcycle. All was fine until they asked for a photo of my license and a check code. I duly provided. However they keep emailing and texting asking for the same information that I have provided twice.
Koray Okumus
Google Play

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