Hastings Direct Car Insurance nightmare

vianaut

Hello

Has anyone had similar issues with this insurer and have a solution? My car was stolen and has been declared total loss as not recovered. All was going well and received a settlement offer via total loss services on behalf of Hastings. There was a delay in me accepting this as I had to wait for my GAP insurance to give me the go ahead but TLS were aware of this. Since accepting the offer I've heard nothing nor received payment. Trying to get hold of total loss team is impossible over three days have spent 6 hours on hold. Tried customer services who just tell me I need the total loss team - they promised me a call back which never came. Beginning to think they don't have this department! Emailed the claim handler- no reply. Put in a complaint to customer services and received auto reply telling me they would respond in 4 weeks but no later than 35th October!! Floral joke. I just really need my settlement now as Iam desperate for a car. I just need to know that 1.they know it's accepted and 2. How long they now expect me to wait Any ideas how to get through??

rs65

What timescales are we talking about so far?

Was there finance on the car?

vianaut

Hi the car was stolen in June and yes I'm still paying finance. My biggest issue is I just can't get through to them I don't even know if they have received the confirmation from TLS. The lines are 9-5 so I have to fit in calls around work but was hold for an hour with no answer! So frustrating

rs65

vianaut wrote: »

Hi the car was stolen in June and yes I'm still paying finance. My biggest issue is I just can't get through to them I don't even know if they have received the confirmation from TLS. The lines are 9-5 so I have to fit in calls around work but was hold for an hour with no answer! So frustrating

Could the payment (or part of it) have gone to the finance company? They might be easier to contact.

rs65

vianaut wrote: »

My biggest issue is I just can't get through to them

Try social media?

vianaut

Thanks I already checked and this hasn't happened and the outstanding finance is much less than settlement so they would have still had to send me the balance. Guess I just have to keep trying to get hold of them

vianaut

rs65 wrote: »

Try social media?

Worth a try, thanks

Quentin

They do have a damage limitation rep who gets alerted whenever the name is mentioned in this forum.

Now you have expect him or her to pop up ( during working hours) to offer you an email address for public problems to get you offline!

EdGasket

Quentin wrote: »

They do have a damage limitation rep who gets alerted whenever the name is mentioned in this forum.

The fact they need one should suggest that Hastings are not the best for customer service (to say the least!).