Hastings Direct - not nice behaviour

KEROUAC1957

I'd like to get some opinions on where I stand with the following scenario. My wife had car insurance with Hastings direct. But when she wanted to transfer the insurance to another car Hastings wanted to charge a very hefty fee. So it was much cheaper to cancel, pay a small fee and insure with another company. So my wife cancelled over the phone and we received a "Sorry you are leaving.." type of email.

Quite a few months later I realised Hastings were still taking the monthly payments out of our bank account so I cancelled the direct debit. Next we've received letters to say we owe more cancellation fees etc. When I checked back through my emails I noticed an email asking to confirm cancellation of the policy. The wording initially gives the impression the policy is cancelled which probably why I missed it...

Please be aware that your policy is cancelled with effect from 25th October 2014.

As you opted to receive your policy documentation electronically, we will need you to reply to this email within 7 days to confirm the following details:

Policy Number: xxxxx
Policy Holder Name: xxxxx
Vehicle Registration: xxxxx

By replying to this message you are confirming that the policy detailed above, and to which your Certificate of Insurance relates to, will be cancelled from 25th October 2014.

In the event that there is any outstanding amount, or any refund due after the cancellation of your policy we will write to inform you of this under separate cover.

Section 147 of the Road Traffic Act 1988 (as amended by The Motor Vehicles (Electronic Communication of Certificates of Insurance) Order 2010)

Your policy has been cancelled. It will be deleted from the Motor Insurers' Database which is used by the police to enforce the law on insurance. If you use your vehicle without a valid policy, you will be committing an offence.

This declaration must be submitted to the insurer or the insurer's appointed agent within seven days of the cancellation date. Failure to comply with this requirement is an offence under Section 147 of the Road Traffic Act 1988.

Now admittedly we didn't see this email and didn't reply but my wife had already cancelled by phone. So even though the opening line of the email above says the "....policy is cancelled" they are then saying it is not cancelled until we reply to the email. The email is contradictory. So the fact we had cancelled by phone and Hastings Direct had confirmed the fact with their "Sorry you are leaving.." email surely they can't insist the account is still open can they?

Either way I don't know if I would ever use Hastings Direct again and I would advise all to think twice about having anything to do with them.

rs65

KEROUAC1957 wrote: »

So the fact we had cancelled by phone and Hastings Direct had confirmed the fact with their "Sorry you are leaving.." email surely they can't insist the account is still open can they?

I think technically the policy would still be live so there are circumstances where your policy could still kick in.

In the old days, you had to return the certificate to cancel a policy. These days electronic certificates are allowed and cancellation electronically is allowed. The purpose of their email is to get you to confirm electronically, rather than by post, that the certificate is no longer valid. A phone call is not enough.

Having said that, their email is confusing. I would also expect to be told in the phone call that further action is required. Has to be worth a complaint but perhaps a polite phone call first.

Hastings_Direct_company_representative

Hi,

Thanks for the post and sharing your experience. Without having the policy in front of me it's hard to give you a definitive explanation, however we don't require email confirmation to cancel a policy when we receive the instruction over the phone. That response you shared is for when we receive it by webform or email. If you send the details to me at help@hastingsdirect.com I can look into and help further. Please reference this forum post in the email and make sure to include at least the car's registration or policy number.

Many thanks,

Joe

KEROUAC1957

Joe I have only just seen your message. I also noticed that on the same day you replied on this forum a card payment to Hastings has come out of my bank account for £41.85 which neither me or my wife has authorised and I have no idea what it is for. I will be in contact by email to get to the bottom of this and I will report back here.

Hastings_Direct_company_representative

Hi,

It sounds like the best course of action would be to speak to a renewal team member who can help you faster than email correspondence. It's a free call on 0800 0354790 or 0333 3219790 from mobiles. I hope we get to the bottom of the issue swiftly.

Joe

KEROUAC1957

Still waiting for a reply to my messages regarding this as Hastings Direct still haven't sorted it out.

Hastings_Direct_company_representative

Hi,

As I don't have any identifying details about you to link your forum posts to a policy I'd need you to provide a little more information, please. Can you email help@hastingsdirect.com with your full name and policy number or if you prefer a more immediate assistance simply call the numbers provided above.

Kind regards,

Joe

KEROUAC1957

I have been emailing SocialMedia@hastingsdirect.com which was the email I was given. I have just cc'd the previous emails.

Hastings_Direct_company_representative

Hi,

As of yet, I've not received any correspondence from you in either Inbox. Are you also trying the help@hastingsdirect.com address?

Regards,

Joe

KEROUAC1957

Yes I replied to your original email and I have also emailed help@hastingsdirect.com