Hastings Direct - nightmare

watchman2

I insured with Hastings Direct which I am now really, really regretting.
Whatever you do DON'T insure with them.
Unless you want a truly bad experience if you ever have to claim.

I recently had an accident on the inner ring road in Leeds, a dangerous place at the best of times. There was a stopped lorry and the car in front panicked (maybe) and did an emergency stop for no reason.

It was a low speed impact.

I called Hastings and was recovered to Nationwide Crash Repair Centre.
I was told on the phone that NCRC would provide a courtesy car.
When we got there they informed me that there were no courtesy cars available and there wouldn't be until the following week.
this was Friday. I rang them every day after that, until the assessor had deemed the car a total loss. At which point they wouldn't give me a courtesy car anyway. I've had to hire cars for the last three weeks.

I received a letter from Hastings telling me what would happen during the claim. One of the items was that the car would be taken to secure storage and I need to take out any personal belongings before it is moved. The letter was dated on the day of the accident, but I didn't receive it until a week and half later, by which time my car had been taken to Copart in York. Copart sent me the tax disc back the next day.

Last week, I received a letter from the Total Loss Team at Hastings asking fro my documents and referring to the Policy about how an estimate is made. I never received any documents from Hastings Direct in the post - no certificate, no terms and conditions.

I've called three times asking for copies of the policy.
The first time I was emailed a copy of the certificate, which I din't ask for.
The second time, I was told that they don't really do this, then after speaking to her "senior" for several minutes was told it would be emailed to me.
The third time I was told that the t&cs can't be emailed but that a paper copy would be posted to me. That was several days ago, so not holding out much hope.

I've also been told that I can't buy the car back once an settlement is reached.
They said to phone Copart and ask them.
A very nice lady at Copart informed me that they don't sell privately, but only via auction.
She said she didn't know why Hastings don't sell back to the owner, and that they are the ONLY insurer in the UK who don't do this. The policy was a bit cheaper than others, but no surprise because it is a nightmare.

To buy the car back via auction, this would mean driving to York, removing all the handsfree and audio equipment behind the dash, transferring my number plate, joining Copart, bidding on the car, reinstalling all the equipment and re-transferring my plate back to the car!

The car is a rare one. It took me ages to find this car with this exact spec.
I'll never find another one like it, and the parts will go for a fortune at auction!

Is there anything I can do?
Should I see a solicitor?

I have access to a low loader, a mechanic, all the parts needed and a paint shop.
I can get the car repaired for a third of what the assessor has said. Not worried about Cat C, as I never want to sell it.

fivetide

Copart do online auctions I believe... you just need to find out when your car is up for sale.

I can't really help with the rest but it seems like pretty common practise to me. Last shower I got sold my car before they'd actually paid me for it!

5t.

Notmyrealname

OP hits a car because they're driving too close to it...

TrickyWicky

Cancel the claim and save yourself the hassle. You'll have to pay their costs (recovery and storage charges) but you'll get your car back and save the hassle of it all.

As long as its not settled, you can cancel. Ring them now, tell them you're cancelling the claim and you want the car back.

I've been there, done that with the rare car thing. I pranged it, had a spat with the insurers who wanted to take it (despite having a buy back for 10% of the settlement policy they tried to wriggle) and it caused no end of problems for a couple of years. Got the car back and repaired it myself in the end as it was so much hassle to deal with the insurers.

The bottom line is this: IF you prang, claim, let them recover and then cancel the claim. You'll owe the insurers money for their costs but they'll probably just add it onto the premium / installments which saves you having to find money at the time. Either that or hire a trailer and 4x4 and recover it yourself.

EDIT: Just noticed the low loader comment! Right, cancel, ask for the vehicle back and offer to collect it yourself and sort out the costs with them. Get your baby back and thank your lucky stars that you didn't let the claim progress. Cat C isn't an issue. As I said, I did the same thing with a rare car, it's also Cat C and yet its fine. Not worth s*d all but as a car its fine.

watchman2

If I cancel the claim, won't I have to pay the costs to the other party?

TrickyWicky

No, they can still claim from your insurance but you can cancel the claim for your own damage to your own vehicle.

Hastings_Direct_company_representative

Hi Watchmen2,

Thank you very much for taking the time to write about your experience. We appreciate all feedback and we are always trying to improve our service. I am sorry to hear that on this occasion our service has not met your expectations. I would really like the opportunity to look into this for you and try to help out. If you would like to contact me with your policy information I will happily investigate this for you.

Many Thanks
Jamie Wicks
Social Media Manager
Hastings Direct
[EMAIL="socialmedia@hastingsdirect.com"]socialmedia@hastingsdirect.com[/EMAIL]

TrickyWicky

Hastings Direct company representative,

Wouldn't it be better to stop this pathetic policy of not letting people buy back their vehicles? - Perhaps then you'll have some happy customers.

s_b

TrickyWicky wrote: »

Hastings Direct company representative,

Wouldn't it be better to stop this pathetic policy of not letting people buy back their vehicles? - Perhaps then you'll have some happy customers.

as far as i am aware most insurers now dont let you buy the car back and copart have basically the uk sewn up in salvage collection
whilst the original post doesnt make for good reading mistakes can happen and at least hastings has the balls to come on and try to rectify the situation
try that with your bank

atrixblue.-MFR-.

someone here recently managed to get their car back from hastings, basically untill you send off the v5c the cars still yours. and hastings has no claim to it unless you been paid out. your entitled to second opinion to have the repairs done elsewhere its entirely your chaince and you can request they deliver the car back. may take a bit of tooing and froeing but you should get there in the end

Hastings_Direct_company_representative

watchman2 wrote: »

I insured with Hastings Direct which I am now really, really regretting.
Whatever you do DON'T insure with them.
Unless you want a truly bad experience if you ever have to claim.

I recently had an accident on the inner ring road in Leeds, a dangerous place at the best of times. There was a stopped lorry and the car in front panicked (maybe) and did an emergency stop for no reason.

It was a low speed impact.

I called Hastings and was recovered to Nationwide Crash Repair Centre.
I was told on the phone that NCRC would provide a courtesy car.
When we got there they informed me that there were no courtesy cars available and there wouldn't be until the following week.
this was Friday. I rang them every day after that, until the assessor had deemed the car a total loss. At which point they wouldn't give me a courtesy car anyway. I've had to hire cars for the last three weeks.

I received a letter from Hastings telling me what would happen during the claim. One of the items was that the car would be taken to secure storage and I need to take out any personal belongings before it is moved. The letter was dated on the day of the accident, but I didn't receive it until a week and half later, by which time my car had been taken to Copart in York. Copart sent me the tax disc back the next day.

Last week, I received a letter from the Total Loss Team at Hastings asking fro my documents and referring to the Policy about how an estimate is made. I never received any documents from Hastings Direct in the post - no certificate, no terms and conditions.

I've called three times asking for copies of the policy.
The first time I was emailed a copy of the certificate, which I din't ask for.
The second time, I was told that they don't really do this, then after speaking to her "senior" for several minutes was told it would be emailed to me.
The third time I was told that the t&cs can't be emailed but that a paper copy would be posted to me. That was several days ago, so not holding out much hope.

I've also been told that I can't buy the car back once an settlement is reached.
They said to phone Copart and ask them.
A very nice lady at Copart informed me that they don't sell privately, but only via auction.
She said she didn't know why Hastings don't sell back to the owner, and that they are the ONLY insurer in the UK who don't do this. The policy was a bit cheaper than others, but no surprise because it is a nightmare.

To buy the car back via auction, this would mean driving to York, removing all the handsfree and audio equipment behind the dash, transferring my number plate, joining Copart, bidding on the car, reinstalling all the equipment and re-transferring my plate back to the car!

The car is a rare one. It took me ages to find this car with this exact spec.
I'll never find another one like it, and the parts will go for a fortune at auction!

Is there anything I can do?
Should I see a solicitor?

I have access to a low loader, a mechanic, all the parts needed and a paint shop.
I can get the car repaired for a third of what the assessor has said. Not worried about Cat C, as I never want to sell it.

Hi Watchman2,

In order for me to have a look into this for you I will need to know your policy infomation. If you could contact me urgently please, I will help to get this resolved for you.

Many Thanks
Jamie Wicks
Social Media Manager
Hastings Direct
[EMAIL="socialmedia@hastingsdirect.com"]socialmedia@hastingsdirect.com[/EMAIL]
01424 738262