A sorry tale about Hastings Direct car insurance

Playlord

dalesrider wrote: »

They were NOT alternative No's.

They were the numbers for GLASS claims.
It is a totally diffrent number to the Hastings claim (read accident) number.

I called the number listed on my policy letter. There was an automated recording advising the number to call for claims. There was no mention of a specific one for glass claims.

rs65

Playlord wrote: »

I called the number listed on my policy letter. There was an automated recording advising the number to call for claims. There was no mention of a specific one for glass claims.

From their website:-

If your claim is for windows or glass only, please call the number on your insurer's certificate and schedule.

spacey2012

Your premium will rise next year.

dunstonh

I should probably have read through a few threads before posting to try and gauge the tone of forum users.

A general rule of thumb is that responses will mirror the tone of the original post. The more way out a post is, the may way out the responses will be.

CKhalvashi

CrazyAngel wrote: »

Haha, I have a 'take no !!!! policy'. I work in an environment where I get it all day every day and being direct is best in my experience. :rotfl:

I have the same policy, although I work in a bit of a different environment, and I also think that OP has been a little unreasonable here.

My windscreen was replaced late on the 23rd, having had a large crack in it for over a month. This is through HSBC, and although they weren't overly happy with me leaving a crack in there for that long, unfortunately occasionally things like this need to happen.

Please stop moaning, they've not been given reasonable time yet. I don't expect all call centre staff to know who's in on what dates, in exactly the same way as I don't expect my own staff to know what's happening when (although if they ask, they will be told.)

CK

ETA, that's aimed at OP, not the post I quoted.

Hastings_Direct_company_representative

Hi Playlord, thank you for taking the time to post your feedback and apologies for the delay in responding to your post. I am sorry that you have experienced problems when contacting us recently and I would be happy to investigate the issues you have raised if you would like to contact me directly with your policy number and contact details at socialmedia@hastingsdirect.com. Kind regards, Lisa Finlay.

Hastings_Direct_company_representative

Playlord wrote: »

I found my current car insurer - Hastings Direct - using the MSE links to comparison sites. I made the assumption that these comparison sites do some form of vetting before allowing companies to quote via their 'shop window'. I don't think it unreasonable that insurance sold through these sites should be 'fit for purpose'.

Read my report of what happened when I tried to claim for a broken windscreen; I'd be interested in your opinions on whether the insurance sold to me was fit for purpose.

My windscreen was broken on Saturday morning 22nd Dec 2012. I called Hastings Direct claims line and got the usual 'experiencing unexpected number of calls' (translate to - we don't employ enough agents). 27 minutes later my call was answered by a perfectly civil young man who said he would put me through to the 'windscreen dept'

Two minutes later the girl in the windscreen dept told me 'my colleague who deals with windscreens is out at the moment . . . he will call you back within half an hour' What? One person only dealing with windscreen breakages, possibly one of the most common claims?

90 minutes later, no call returned. I ring Claims line again - 53 minutes of recorded music (at 5p a min to me) I abandoned the call and rang customer services. Just a 17 minute wait this time: Here's a the gist of the call (I recorded it)

Me: 'Is this call being recorded?'
Agent: 'Yes.'
Me: 'Good because I want to make it clear to you that if an appointment has not been made to repair my windscreen by the end of this call, I am going to get it done privately and invoice you.'
'OK, that's fine. What's the problem'
I explained what had happened.
Agent: 'What I can do is put you back through to claims.'
Me: 'That's pointless, I just waited almost an hour and got no answer.'
Agent: 'But I can put you straight through. It will take a minute or so and I will stay on the line with you and listen to your conversation with the claims dept'
Me: 'Ok.'
More recorded music. For more than ten minutes: The agent had obviously abandoned my call despite a promise to 'stay on the line with you'.
I then called three repairers for quotes to replace the screen. The third one asked who I was insured with. 'Hastings Direct'
'Well you are in trouble because their windscreen repairer Nationwide Motor Glass are closed until next Thursday.'
'You are kidding!'
'I'm not, I had a guy yesterday who was insured with them and he went right to the top and that's what he eventually found out. They are pretty awful. Cheap premiums, terrible service. All they're interested in is getting you off the phone.'
So I'd been told by their windscreen dept I'd be called back within half an hour when she knew full well it would not be for almost a week. In the depths of winter. No windscreen. Consider that if you're thinking of using HD. BTW, the first quote I got from Auto Glass was £812.

So I have found someone local who can do the repair. I will then invoice HD for the cost (less excess), the cost of my time in dealing with it, the cost of the phone calls and any other costs incurred between now and when I get the car back.

Given their miserable service so far I'm preparing for a long battle with HD but will continue adding costs for my time in dealing with it, and, if I am not paid within 14 days of invoicing them, will begin county court proceedings.

I will report progress through my twitter feed and hopefully my 1700+ followers will be able to warn off all of their followers from getting involved with Hastings Direct

Update, I was told today, Monday, that even if their windscreen contractor had been working over the holidays, they employ only 4 people to cover the whole of Scotland.

(1) If your insurer is happy to leave you without a usable car for a week, have their reps lie to you about callbacks, 'staying on the line with you', is that product fit for purpose?

(2) Should comparison sites accept companies who operate in this fashion?

(3) Should MSE be linking its customers to comparison sites who do not properly vet companies?

Hi Playlord,

Thanks for taking the time to post here on MSE about your experience, I hope that the members have been able to provide some assistance. I would like the opportunity to investigate what has happened for you in the aim that this can be resolved. Please get in contact with me directly with some details about your policy and I will be happy to help. [EMAIL="socialmedia@hastingsdirect.com"]socialmedia@hastingsdirect.com[/EMAIL]

Many Thanks,
Jamie

_Andy_

I like turtles.

Tiggy_Wiggy

I haven't read the entire post so apologies if I repeat anything that has already been said.

I have had a totally different experience with Hastings Direct and Auto Windscreens.

Coming back from some last minute shopping on Monday (31st), my windscreen was hit by something which resulted in a small crack. As it was nearing 4pm I thought it best to wait until today to call and arrange for a repair.

Phoned this morning just after 11am (Hastings Direct 01424 number not the 0844), and after about 15 minutes of waiting, my call was answered and after explaining what the issue was and my details were checked, I was given the number for Auto Windscreens - the 0844 number that was on my insurance document.

However, the lady I was speaking too offered to put me through, which was great as I hadn't been able to find a none 0844 number for them which is why I'd phoned the 01424 number in the first place.

Anyway, after speaking to another very helpful lady at Auto Windscreens and going through all my details again. She said there was appointments available tomorrow. I asked if there was any chance it could be done today, as I wasn't available tomorrow. She said she wasn't sure but she would phone my local centre (Newcastle) to check.

After a couple of minutes she came back on the line and said it could be done this afternoon between 1 & 5. This was at 11.30, I paid my £25 excess and confirmed times etc. Within a minute I had received a text message and an email confirming the appointment.

At 12.45 I had a call from John from Auto Windscreens saying that he was on his way. He arrived just after 1pm and left about 1.45pm.

All in all, I couldn't fault the service I received from either Hastings or Auto Windscreens.

Quentin

Avoid having a claim to disclose (which you now have on your record) - next time you need a glass repair - use a local repairer privately rather than a national via your insurer, and it will work out cheaper than paying the excess and having your premium loaded over the next 3 to 5 years.