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Hastings Direct (Essential) Car Insurance
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krisalexroberts
Posts: 5 Forumite
Hi Guys, hoping for some help.
As a bit of background, my partner previously had a Hastings Direct insurance policy with a previous car, which covers Glass. About a year ago, we bought a new car and phoned Hastings (it timed well with our previous policy ending) and renewed. What we didn't realise, probably through our own negligence, that we were switched to Hastings Essential. This doesn't cover glass.
Anyway, never made a claim, and haven't had reason to moan, up until about a month ago - some how (probably due to a yoof!) a big chip and crack appeared overnight.
Anyway, we phoned Hastings, on the Hastings phone number, and picked the options for Glass Cover. We tell them the facts, and they gave us a date for a new windshield. We were told the car was perfectly safe to drive and there would be no issue.
Approx 1 or 2 weeks later, we had a voicemail saying we weren't covered, and a letter. Looking through the policy documents we took that as fact (despite it being badly worded) however we werent happy with the fact we had to wait nearly a fortnight to be told this.
I phoned to complain, and made it clear that we were given the impression we were infact covered, and they went away to find the recording - this was a fortnight ago. We gave the exact date, time, and number we called on and they couldnt find the recording - we were promised a call back within 24 hours - it never happened. A few days later we went on holiday (back yesterday) so I didn't have chance to call back.
Anyway, on the phone with them for 2 hours today, and getting quite frustrated. Most of the call was a carbon copy of the one 2 weeks previous, but they had no knowledge of my partners claim at all, and couldn't find the recording - not only that, the notes from the previous call clearly weren't there - so I've been lied to.
Anyway, it turns out, when you press the glass options you don't speak to Hastings, you speak to a glass repair company, the problem is, unless you know that's happening, it's really unclear.
So, the process (which was explained today) is that you go direct to a glass company (which is phrases as a Hastings Direct representative on the IVR), they give you a date, and then after (and only after) they have spoken to you they check with Hastings - if you're not insured, tough, despite being given the impression that you are.
Eventually, the lady hung up on me. I have her email address though.
My main question is, if we were clearly given the impression that we were insured, where does that leave us?
If we were promised a phone call back, and never had one, what are my options?
In my eyes, the fact that it isn't entirely clear to somebody who does not expect it, the fact I was speaking to a different company is irrelevant, I should have been given the facts there and then - due to the month delay the crack is much, much worse. I'm pretty sure contract law is on my side too!
If I phoned the insurance company and gave false information, it would be fraud, if they can lie and give false information and impressions to us, what protection do we have?
As a bit of background, my partner previously had a Hastings Direct insurance policy with a previous car, which covers Glass. About a year ago, we bought a new car and phoned Hastings (it timed well with our previous policy ending) and renewed. What we didn't realise, probably through our own negligence, that we were switched to Hastings Essential. This doesn't cover glass.
Anyway, never made a claim, and haven't had reason to moan, up until about a month ago - some how (probably due to a yoof!) a big chip and crack appeared overnight.
Anyway, we phoned Hastings, on the Hastings phone number, and picked the options for Glass Cover. We tell them the facts, and they gave us a date for a new windshield. We were told the car was perfectly safe to drive and there would be no issue.
Approx 1 or 2 weeks later, we had a voicemail saying we weren't covered, and a letter. Looking through the policy documents we took that as fact (despite it being badly worded) however we werent happy with the fact we had to wait nearly a fortnight to be told this.
I phoned to complain, and made it clear that we were given the impression we were infact covered, and they went away to find the recording - this was a fortnight ago. We gave the exact date, time, and number we called on and they couldnt find the recording - we were promised a call back within 24 hours - it never happened. A few days later we went on holiday (back yesterday) so I didn't have chance to call back.
Anyway, on the phone with them for 2 hours today, and getting quite frustrated. Most of the call was a carbon copy of the one 2 weeks previous, but they had no knowledge of my partners claim at all, and couldn't find the recording - not only that, the notes from the previous call clearly weren't there - so I've been lied to.
Anyway, it turns out, when you press the glass options you don't speak to Hastings, you speak to a glass repair company, the problem is, unless you know that's happening, it's really unclear.
So, the process (which was explained today) is that you go direct to a glass company (which is phrases as a Hastings Direct representative on the IVR), they give you a date, and then after (and only after) they have spoken to you they check with Hastings - if you're not insured, tough, despite being given the impression that you are.
Eventually, the lady hung up on me. I have her email address though.
My main question is, if we were clearly given the impression that we were insured, where does that leave us?
If we were promised a phone call back, and never had one, what are my options?
In my eyes, the fact that it isn't entirely clear to somebody who does not expect it, the fact I was speaking to a different company is irrelevant, I should have been given the facts there and then - due to the month delay the crack is much, much worse. I'm pretty sure contract law is on my side too!
If I phoned the insurance company and gave false information, it would be fraud, if they can lie and give false information and impressions to us, what protection do we have?
0
Comments
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krisalexroberts wrote: »I'm pretty sure contract law is on my side too!
If I phoned the insurance company and gave false information, it would be fraud, if they can lie and give false information and impressions to us, what protection do we have?
I wouldn't dwell on the contract side - your contract says you don't have glass cover.
Did they actually say you were covered?
My focus would be on the fact they reduced your cover at renewal without making that clear to you.0 -
I wouldn't dwell on the contract side - your contract says you don't have glass cover.
Did they actually say you were covered?
My focus would be on the fact they reduced your cover at renewal without making that clear to you.
No one has the recording of the call so I can't prove they said it, but my partner is adamant they did.
Might be time to ask for copies of the calls.0 -
If the phone call went direct to the glass company would Hastings have a copy? Would it not be the glass company who would have a any recording (if they recorded calls.)0
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If the phone call went direct to the glass company would Hastings have a copy? Would it not be the glass company who would have a any recording (if they recorded calls.)
That's correct, but the fact we were going to a third party was not clear, I still don't know who the 3rd party is0
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