Hastings insurance absolute nightmare

Gpowell

In January, my daughter was involved in a car accident she was stationary and a car reversed into her at speed, fortunately there was CCTV footage which proved her innocence (confirmed by manager)
She informed Hastings but did not hear anything from them for weeks after numerous calls they called the manager of the shop that had the evidence nearly 4 months after the incident only to be told that it had expired. They have admitted they were negligent however the renewal was due 2 weeks ago and they will not apply the no claims discount until they have received a witness statement from the manager. This has increased her premium from £500 to £1100 which she cannot afford, to pay monthly would incur an additional cost of £200 due to 36%APR we can't move to another provider as they will not honour the no claims
We are between a rock and hard place she was without her car for 2 weeks and incurred additional expense re public transport
We still have not received the Claim form nearly 4 months on :mad::mad:

Insurance_Salesman

Hi,

Make a formal compliant in writing. They have 8 weeks to reply. If you're still unhappy then refer it to FOS.

financial-ombudsman

I would ring FOS and ask for advice.

Hastings_Direct_company_representative

Hi Gpowell,

Thank you for taking the time to write about your experience. This situation is currently being looked into and we will be in contact with you again shortly to confirm what action we are taking. Please feel free to contact me directly if you have any questions. [EMAIL="help@hastingsdirect.com"]help@hastingsdirect.com[/EMAIL]

Many Thanks,
Jamie

anon_ymous

OP, Im with the smart miles part of the division and let me say communication is really something that isn't their strong point. One of my issues only got sorted, because it took a freaking police officer to sort it out

One, I've got to email and explain myself, even though I bloody explained myself in October...

https://forums.moneysavingexpert.com/discussion/4191281

It's a company run with little communication, and on one occasion (When I asked to see the T's and C's, the guy was downright rude, though Im guessing they "have no recollection of that") Hastings is an absolutely horrible, horrible company to deal with

You should not need to contact your insurer once/month or more like I seem to have to do

Or once/week to get them to sort something that they should have sorted many months ago, or for a police officer to give them a kicking for not putting my car on the insurance database, despite having the car for two freaking months

OR being told I'm owed £4 something, and not seeing it materialise....

OR being told to "Please forward the appropriate explanation and an updated licence within the next 28 days.
Failure to provide this information may result in your policy being cancelled."

When they send me an email from a bloody "do not reply" address. Where the hell do you want me to send it? At least give me an email address...

Communications. You don't have any

BTW, Hastings company rep, you might want to see this:
https://www.facebook.com/HastingsDirect/posts/10151472570914340

danzily

My daughter was also involved in a car accident. Someone drove into her and didn`t stop so she chased after them (they did pull in further down the road) and they exchanged insurance details. She did notify Police but they weren`t interested because no-one was hurt.
She phoned Hastings direct who told her that her car would probably be total loss and arranged for it to be collected and gave her a hire car whilst it was getting valued.
They contacted her today to advise that her car had been valued at £625, after they deducted the full years insurance and the excess, they would pay her £80. SHe asked for her car back and they told her she would have to collect it from Skelmersdale and pay £90 to collect and get a VIC cert at additional cost. Why should she be out of pocket at all when it wasn`t her fault. Surely this is illegal? Can anyone advise.

chanz4

danzily wrote: »

My daughter was also involved in a car accident. Someone drove into her and didn`t stop so she chased after them (they did pull in further down the road) and they exchanged insurance details. She did notify Police but they weren`t interested because no-one was hurt.
She phoned Hastings direct who told her that her car would probably be total loss and arranged for it to be collected and gave her a hire car whilst it was getting valued.
They contacted her today to advise that her car had been valued at £625, after they deducted the full years insurance and the excess, they would pay her £80. SHe asked for her car back and they told her she would have to collect it from Skelmersdale and pay £90 to collect and get a VIC cert at additional cost. Why should she be out of pocket at all when it wasn`t her fault. Surely this is illegal? Can anyone advise.

you buy a years insurance not monthly, its just how you pay

danzily

Yes I appreciate that but why should my daughter be out of pocket at all when not her fault. This should all come from the other party`s insurance.
Seems to me Hastings are claiming through my daughters insurance and not the other party

Hastings_Direct_company_representative

waqasahmed wrote: »

OP, Im with the smart miles part of the division and let me say communication is really something that isn't their strong point. One of my issues only got sorted, because it took a freaking police officer to sort it out

One, I've got to email and explain myself, even though I bloody explained myself in October...

https://forums.moneysavingexpert.com/discussion/4191281

It's a company run with little communication, and on one occasion (When I asked to see the T's and C's, the guy was downright rude, though Im guessing they "have no recollection of that") Hastings is an absolutely horrible, horrible company to deal with

You should not need to contact your insurer once/month or more like I seem to have to do

Or once/week to get them to sort something that they should have sorted many months ago, or for a police officer to give them a kicking for not putting my car on the insurance database, despite having the car for two freaking months

OR being told I'm owed £4 something, and not seeing it materialise....

OR being told to "Please forward the appropriate explanation and an updated licence within the next 28 days.
Failure to provide this information may result in your policy being cancelled."

When they send me an email from a bloody "do not reply" address. Where the hell do you want me to send it? At least give me an email address...

Communications. You don't have any

BTW, Hastings company rep, you might want to see this:
https://www.facebook.com/HastingsDirect/posts/10151472570914340

Hi waqasahmed,

Thanks for taking the time to post here and on our Facebook page, I am sorry to hear about this and I would like to help. Can you please get in contact with me directly and provide your policy details? [EMAIL="help@hastingsdirect.com"]help@hastingsdirect.com[/EMAIL]

Many Thanks,
Jamie

Hastings_Direct_company_representative

danzily wrote: »

My daughter was also involved in a car accident. Someone drove into her and didn`t stop so she chased after them (they did pull in further down the road) and they exchanged insurance details. She did notify Police but they weren`t interested because no-one was hurt.
She phoned Hastings direct who told her that her car would probably be total loss and arranged for it to be collected and gave her a hire car whilst it was getting valued.
They contacted her today to advise that her car had been valued at £625, after they deducted the full years insurance and the excess, they would pay her £80. SHe asked for her car back and they told her she would have to collect it from Skelmersdale and pay £90 to collect and get a VIC cert at additional cost. Why should she be out of pocket at all when it wasn`t her fault. Surely this is illegal? Can anyone advise.

Hi Danzily,

Thanks for posting, I am sorry to hear you and your Daughter are not happy with this situation regarding her claim. If you can please ask her to contact me with her policy details I would be happy to look into this. [EMAIL="help@hastingsdirect.com"]help@hastingsdirect.com[/EMAIL]

Many Thanks,
Jamie

dacouch

waqasahmed wrote: »

OP, Im with the smart miles part of the division and let me say communication is really something that isn't their strong point.

To be fair to Hastings, Insurance isn't really their strong point.

Quentin

danzily wrote: »

....Seems to me Hastings are claiming through my daughters insurance and not the other party

No

Your daughter is claiming off her own policy. She agreed to the ts +cs when she took out the policy including paying her excess if she claimed.

She should have claimed off the third party herself if she didn't want to pay her excess.

If she doesn't want to cancel her claim then she will have to pursue the third party for her uninsured losses like the excess. She can use any legal cover if she bought it with her policy otherwise do iy herself or use a solicitor.