Our 4Cs ways of working starts with colleagues. We believe that engaged colleagues lead to happy customers so we are committed to investing in, developing and listening to our colleagues so they continue to contribute, thrive and be who they are

Investing in and developing our Colleagues

The ability to deliver straightforward insurance comes from a high performing, dedicated and customer focused team. We invest in our colleagues and provide them with an environment in which they feel included, valued, empowered and able to reach their full potential. Attracting, recruiting and retaining talent is vitally important for us as we grow. Our agility, clear identity and 4Cs ways of working is why we stand out and what makes us who we are. Colleagues really like working at Hastings and feel they can truly be themselves and bring their personality to work. They feel supported, that there is a strong sense of team and a focus on getting it right for customers. However, feedback from colleagues tells us that there are always things we could do better; for example, as a result of colleague feedback we’ve introduced new benefits, new Monday to Friday shift patterns for customer facing colleagues and career frameworks.

“I absolutely adore working at Hastings. I will continue to make sure I make every effort, to be the best I can be, and more. Whatever it takes!” 


Every colleague is expected to contribute to the success of the business. Accordingly, we recognise the hard work and dedication of our team by linking remuneration to personal performance in a way which does not compromise the impact on customer outcomes - we do not remunerate colleagues through sales incentives. Pay rates for all colleagues across the Group are in excess of statutory minimum requirements and roles are benchmarked to similar roles within financial services firms, using data from an external service provider. This way, we ensure that colleagues are fairly remunerated for their contribution to the success of the Group as a whole. The Group is currently assessing compliance with the principles of the Living Wage Foundation. The Group does not operate any zero hour or similar type of contracts for any colleagues. It will also not tolerate slavery and human trafficking within its business and supply chain.

Core health and lifestyle benefits for all colleagues include annual leave, pension, health cash plan, income protection and life cover. Other benefits are available, either at no cost or at a colleague contribution relative to salary, and include access to a digital general practitioner, ability to buy/sell holiday, enhanced health insurance including dental and eye care, health assessments, childcare vouchers, Share Incentive Plan, and discounts and cashback at a large number of high street and online retailers, including Hastings Direct car and home insurance.


We actively encourage personal development by offering a range of development options to build the capabilities of our teams for the future and encourage the behaviours needed to deliver our business strategy. Through ongoing development, we are committed to developing the skills and careers of all of our colleagues and continually invest in our training and development programmes.

“I feel that the training was a good start to the job and what we will actually be doing. I believe the duration of the course was perfect it wasn't too long or too short. I feel that I have learnt a lot about the job and Hastings direct in general and what we stand for. I feel proud to say I’m a Hastings Direct colleague and I look forward to seeing where this journey with the company takes me”

Listening and acting upon feedback

As we grow, it’s important that colleagues share how they feel about life at Hastings. Regular conversations allow us to listen and respond in the best possible way. We encourage two way feedback through a number of channels, including:

Your Voice

Our annual engagement survey is designed to understand how colleagues feel about life at Hastings and what we do for our 4Cs. We then capture key themes raised by colleagues through company-wide and local action plans that feed through to 4Cs objectives so we can make improvements where necessary and, importantly, we can measure progress through the year. This gives us one view so we regularly ask for colleagues to share their thoughts, ideas and frustrations through all of our communication channels to make sure we that we focus on things that are front of mind.  We also run pulse surveys throughout the year to check in with our colleagues about communication, how they’re feeling or to get feedback on key initiatives.

Hastings Colleague Forum

Our colleague elected representatives from across the business meet monthly to consult with senior management, and Board, representatives, on any key changes and to provide invaluable feedback and insight from their teams. As a result of their input we have made some significant changes, ranging from improved benefits to simplified HR policies and processes. The Chief Executive Officer and Group HR Director make themselves available to attend meetings in an inclusive and non-threatening manner so colleagues are free to express themselves and their opinions.

Small Change – small but collectively impactful

Agility is key to our success and we apply focus on the big changes and small fixes in equal measure. To support this thinking, we created a ‘small change’ team back in January 2017 who work with our Hastings Colleague Forum to get colleague feedback and prioritise the small operational things that make things easier for our colleagues and customers. In 2018 we made a lot of small changes and we share all updates through our Chief Executive Officer’s monthly updates which focus on all things 4Cs.

Contribute and thrive

Wellbeing at Hastings is a key part of our role as a responsible employer and we believe it has a positive impact on both our individual colleagues and the productivity and efficiency of our business. That’s why we created a comprehensive Wellbeing programme that provides colleagues with free support, education, information, courses, events and practical advice to help them feel healthier, happier and stronger, both inside and outside of the workplace.  We also have a fantastic group of committed champions who are the mainstay of our Wellbeing programme, responsible for making sure that our colleagues are up to date on all things wellbeing - including mental health, physical health, environmental health and resilience.  As well as advocating a healthy culture at Hastings, our champions promote mental health and wellbeing messages, education and events across the Group. They also support Colleagues who may need wellbeing help and advice, making sure they have access to the right services to meet their needs. We’re really proud of the positive impact the programme is having on our colleagues and we’re not the only ones.

“It’s really good to see Hastings looking out for our colleagues and their wellbeing.”


We regularly recognise and reward the hard work and dedication our colleagues whether it’s just by saying thank you, awarding vouchers or by celebrating with them at our 4Cs Awards events or at other social events. We also use the 4Cs to recognise and thank colleagues for going the extra mile on a monthly and annual basis. Our 4Cs Awards programme offers colleagues the chance to nominate their team members for their achievements and in 2018 we had over 3,000 nominations and the winners of seven categories received their coveted awards at the annual 4Cs Awards Final.

Be who they are

We are committed to ensuring that everyone has equal opportunities at all stages of recruitment, selection and throughout their working careers. Short listing, interviewing and selection is carried out with neutral regard to disability, gender, gender reassignment, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origin, religion or belief or age. Our approach to recruitment is to elicit candidates from as many different backgrounds as possible. More information on Hastings' diveristy and inclusion policy can be found here.

The Group has a responsibility to conduct its business in an ethical and transparent way. Accordingly, we adhere to a set of business principles which include a commitment to human rights principles. The Group has policies in place to support these principles which include non-discrimination, health and safety, anti-bribery, human slavery and trafficking and environmental issues. We maintain a zero tolerance approach to bribery, corruption and slavery.