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  • FIRST POST
    • losgiganteskid
    • By losgiganteskid 10th Feb 17, 4:21 PM
    • 926Posts
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    losgiganteskid
    HASTINGS INS money grabbing !!
    • #1
    • 10th Feb 17, 4:21 PM
    HASTINGS INS money grabbing !! 10th Feb 17 at 4:21 PM
    Just received a call from relative who is insured with Hastings - having received her phone bill realises that for merely reporting an accident on the telephone number provided in the policy it cost her £8.62 - are they really so hard up of funds that they have to scratch around picking up every penny ?
Page 1
    • paddyandstumpy
    • By paddyandstumpy 10th Feb 17, 4:30 PM
    • 554 Posts
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    paddyandstumpy
    • #2
    • 10th Feb 17, 4:30 PM
    • #2
    • 10th Feb 17, 4:30 PM
    She must have called an 0845 or 0870 type number.

    I've just googled "Hastings report a claim" and the top link has an 0800 number which is free from landlines and mobiles.

    Why didn't she do that?
    • losgiganteskid
    • By losgiganteskid 10th Feb 17, 4:32 PM
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    losgiganteskid
    • #3
    • 10th Feb 17, 4:32 PM
    • #3
    • 10th Feb 17, 4:32 PM
    because she did what most people would do - looked in her policy documents
    • Faith177
    • By Faith177 10th Feb 17, 4:47 PM
    • 2,447 Posts
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    Faith177
    • #4
    • 10th Feb 17, 4:47 PM
    • #4
    • 10th Feb 17, 4:47 PM
    Sorry I might be a bit thick here but surely that is what her phone company has charged her so not Hastings or am i missing something?
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    • rudekid48
    • By rudekid48 10th Feb 17, 4:58 PM
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    rudekid48
    • #5
    • 10th Feb 17, 4:58 PM
    • #5
    • 10th Feb 17, 4:58 PM
    From the Hastings Policy document...

    Important numbers
    To report an incident or make a claim call us on: 0800 035 4260 Or from outside the UK call: 00 44 1424 738 585 (24 hours a day, 365 days a year)

    Did she make the call from a mobile?
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    • losgiganteskid
    • By losgiganteskid 10th Feb 17, 4:59 PM
    • 926 Posts
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    losgiganteskid
    • #6
    • 10th Feb 17, 4:59 PM
    • #6
    • 10th Feb 17, 4:59 PM
    Sorry I might be a bit thick here or am i missing something?
    Originally posted by Faith177
    Right on both counts !! the phone number Hastings provide in their policy document is a premium rate number where the revenue collected for the calls are shared between the phone operator and their client ie Hastings. Given that reporting a new accident is likely to be a lengthy process resulting in a long call this should be no more than either a freephone number or national rate standard charge. Believe the call lasted just under 1 HOUR !!
    • losgiganteskid
    • By losgiganteskid 10th Feb 17, 5:01 PM
    • 926 Posts
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    losgiganteskid
    • #7
    • 10th Feb 17, 5:01 PM
    • #7
    • 10th Feb 17, 5:01 PM
    From the Hastings Policy document...

    Important numbers
    To report an incident or make a claim call us on: 0800 035 4260 Or from outside the UK call: 00 44 1424 738 585 (24 hours a day, 365 days a year)

    Did she make the call from a mobile?
    Originally posted by rudekid48
    The call was made from a landline - ive seen the policy document and in the one I looked at the number is 08445611417
    • paddyandstumpy
    • By paddyandstumpy 10th Feb 17, 5:32 PM
    • 554 Posts
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    paddyandstumpy
    • #8
    • 10th Feb 17, 5:32 PM
    • #8
    • 10th Feb 17, 5:32 PM
    If it was a well held secret that 0845 numbers cost, I may be more sympathetic.

    Knowing that 0845 cost; I'd try and do something about it before calling.

    Regardless, if it's a non fault claim your relative can claim the cost of the calls back from the third party, along with their excess.
    • Aretnap
    • By Aretnap 10th Feb 17, 5:36 PM
    • 2,586 Posts
    • 2,047 Thanks
    Aretnap
    • #9
    • 10th Feb 17, 5:36 PM
    • #9
    • 10th Feb 17, 5:36 PM
    From the Hastings Policy document...

    Important numbers
    To report an incident or make a claim call us on: 0800 035 4260 Or from outside the UK call: 00 44 1424 738 585 (24 hours a day, 365 days a year)

    Did she make the call from a mobile?
    Originally posted by rudekid48
    There are a number of policy documents

    https://www.hastingsdirect.com/car-insurance/policy-booklets.shtml

    At a glance, the ones for policies starting with "XA" list an 0800 number, the ones for policies starting "H" list an 0844 number. I am guessing the difference depends on who actually underwrites the policies.
    • Ian011
    • By Ian011 14th Feb 17, 2:27 PM
    • 1,591 Posts
    • 883 Thanks
    Ian011
    FCA regulations effective 26 October 2015 require financial services firms including banks, card companies and insurers to provide an 01, 02, 03 or 080 number for contact by existing customers.

    Most companies have complied. However, the 0844 number used by Hastings clearly breaches those regulations. Ask Hastings for a refund of the call costs and lodge a complaint with the FCA.

    The 0844 number should have been shut off long ago.
    • Quentin
    • By Quentin 14th Feb 17, 3:24 PM
    • 31,160 Posts
    • 15,159 Thanks
    Quentin
    because she did what most people would do - looked in her policy documents
    Originally posted by losgiganteskid
    Maybe she looked at historic policy docs, not current ones.


    In any case, she ought to be aware which numbers not to use if she wants to avoid expensive phone calls, perhaps something you can help her with?


    On a practical note, if there is a liable third party involved then she can include this in her claim for uninsured losses
    • 50Twuncle
    • By 50Twuncle 12th Mar 17, 12:03 PM
    • 7,291 Posts
    • 1,656 Thanks
    50Twuncle
    Try saynoto0870.com for the equivalent free number !!
    on second thoughts - DON'T - The site has changed and requires the download of a "utility"
    Last edited by 50Twuncle; 12-03-2017 at 12:07 PM.
    • takman
    • By takman 12th Mar 17, 9:47 PM
    • 2,069 Posts
    • 1,686 Thanks
    takman
    Try saynoto0870.com for the equivalent free number !!
    on second thoughts - DON'T - The site has changed and requires the download of a "utility"
    Originally posted by 50Twuncle
    It hasn't changed at all. Are you sure you are on the right website? Or maybe you have a virus on your computer.
    • Lord Baltimore
    • By Lord Baltimore 22nd Mar 17, 12:45 AM
    • 1,263 Posts
    • 1,261 Thanks
    Lord Baltimore
    Try saynoto0870.com for the equivalent free number !!
    on second thoughts - DON'T - The site has changed and requires the download of a "utility"
    Originally posted by 50Twuncle
    Isn't that just an ad for something else?
    I get bored very qu
    • dunstonh
    • By dunstonh 22nd Mar 17, 10:00 AM
    • 87,255 Posts
    • 52,408 Thanks
    dunstonh
    As mentioned higher up, firms are not allowed to use 0844 numbers. The hastings website says: Call our helpline on 0800 035 4260 as soon as possible.

    As Hastings appear to still have that line in operation, the relative should make a complaint asking for a refund. They should have pulled the line.
    I am an Independent Financial Adviser (IFA). Comments are for discussion purposes only. They are not financial advice. Different people have different needs and what is right for one person may not be for another. If you feel an area discussed may be relevant to you, then please seek advice from a Financial Adviser local to you.
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