Hasting Direct mistake

paddyandstumpy

A2Z wrote: »

I don't think its unreasonable to expect a decent level of customer service from a large company such as Hastings tbh.
Search this forum for Hastings customer service. They are cheap for a reason. If CS is important then go to a more expensive insurer.

I have got some better quotes, as most know the autorenew prices usually do not give you the best deal around, in fact ML himself states this!

My main concern at present is any future impact due to cancellation of the policy once we've decided today which insurer to move to. Strictly speaking we will have had a policy cancelled or voided, and it's this that is could have ramifications for life, and which I'd like advice on.
If you cancel pro rata you don't need to declare this. The question asked is "have you ever had insurance cancelled", not "have you ever cancelled your insurance". Subtle difference but a difference nonetheless.

I will then tackle not only the issue that they've renewed the policy essentially without consulting us, but the moving of the date of the DD and the refund of the DD taken.
They have apologised for renewing without consultation and offered a remedy to this. The moving DD date is poor, but you've said not an issue so there is no complaint.
Why should they refund the DD if they are continuing to insure you? If you want a full refund you'll need to ask them to void the policy, which you WILL need to declare and will be fat costlier than an extra £20!

Comments above.

A2Z

BoGoF wrote: »

You won't have had a policy cancelled - they have given you the option not to renew - totally different.

The policy is already in effect and "live" though as they renewed it. They have conceded that it should not have been, hence the extended cooling off period until the end of the month (I think it's usually 14 days??) It will, therefore, be cancelled once we've decided which insurer to move to.

I am just very concerned that it will impact us in the future.

A2Z

"If you cancel pro rata you don't need to declare this. The question asked is "have you ever had insurance cancelled", not "have you ever cancelled your insurance". Subtle difference but a difference nonetheless. "

Thank you. This is what I wanted to know and the most important bit to us.

"They have apologised for renewing without consultation and offered a remedy to this. The moving DD date is poor, but you've said not an issue so there is no complaint.
Why should they refund the DD if they are continuing to insure you? If you want a full refund you'll need to ask them to void the policy, which you WILL need to declare and will be fat costlier than an extra £20!"

I don't expect the full amount returned as I appreciate that they will want paying for the couple of days that the cover has been in place and have no issue with that. They've provided that service, whether it was unwanted or not, and I'm happy to pay for that, just not ongoing.

I just want the correct info before I get on the 'phone, and to know it won't impact in future. Presumably they will refund, pro rata then? Should we expect an admin fee or should they absorb that one as the system fell down for whatever reason? TIA.

BoGoF

In the circumstances I wouldn't expect an admin fee. My advice would be don't go on the phone and go 'nuclear' - it will go a long way to getting the desired result.

A2Z

BoGoF wrote: »

In the circumstances I wouldn't expect an admin fee. My advice would be don't go on the phone and go 'nuclear' - it will go a long way to getting the desired result.

Thank you. It would seem reasonable for them to absorb it given the circumstances.

I have calmed down this morning lol. I was just absolutely furious last night as it really is the latest in a long line of errors and poor CS.

A2Z

Right. I have just got off the 'phone to a manager after a really long conversation about all of the issues. They have admitted that the CS has fallen a very long way short of what is expected and she has worked through a number of things to try and rectify the situation.

She has run through all of the details of the policy and applied whatever extra discounts she is authorised to. The end result is that over £200 has come off the price, she has lowered the excess to a minimal amount, and is going to go away now and make sure that the breakdown cover is in place so we do not have issues should we have need of it (hopefully not!)

The price is acceptable and in line with other quotes so we have agreed to proceed, on proviso that she ensures the breakdown is not going to be an issue should we need it. She is personally going to oversee that the correct paperwork comes out to us (as I type I have had 2 emails through from them so I assume that is some of it).

We've had an apology for the DD being moved and it has now been set to the correct date, to be confirmed in writing. A schedule of payments will also be sent out (we had not had one obviously, as we'd had no renewal documents).

She is sending out a £40 payment to apologise and has basically admitted that there have been quite a few affected and that it's being looked at- hopefully nobody has had a DD suddenly go out leaving them short for other things and I hope that the underlying issue that caused them not to send quotes out is fixed.

A rather more pleasant experience than we have had previously, with everything being dealt with swiftly and with minimal fuss as opposed to having to wait days for call backs and resolution. Time will tell whether the improvement lasts, hopefully though we will have no further need to contact them during the term.

Thank you for the advice above with regards to whether the cancellation would have affected us in future. That was really concerning us and was still a major factor in hubby deciding to stick with them for another 12 months, as he does fret and was still unconvinced that it wouldn't have a detrimental knock on further down the line had we cancelled.

I appreciate the advice given and those who took the time to give that advice. Many thanks x

paddyandstumpy

A2Z wrote: »

Right. I have just got off the 'phone to a manager after a really long conversation about all of the issues. They have admitted that the CS has fallen a very long way short of what is expected and she has worked through a number of things to try and rectify the situation.

She has run through all of the details of the policy and applied whatever extra discounts she is authorised to. The end result is that over £200 has come off the price, she has lowered the excess to a minimal amount, and is going to go away now and make sure that the breakdown cover is in place so we do not have issues should we have need of it (hopefully not!)

The price is acceptable and in line with other quotes so we have agreed to proceed, on proviso that she ensures the breakdown is not going to be an issue should we need it. She is personally going to oversee that the correct paperwork comes out to us (as I type I have had 2 emails through from them so I assume that is some of it).

We've had an apology for the DD being moved and it has now been set to the correct date, to be confirmed in writing. A schedule of payments will also be sent out (we had not had one obviously, as we'd had no renewal documents).

She is sending out a £40 payment to apologise and has basically admitted that there have been quite a few affected and that it's being looked at- hopefully nobody has had a DD suddenly go out leaving them short for other things and I hope that the underlying issue that caused them not to send quotes out is fixed.

A rather more pleasant experience than we have had previously, with everything being dealt with swiftly and with minimal fuss as opposed to having to wait days for call backs and resolution. Time will tell whether the improvement lasts, hopefully though we will have no further need to contact them during the term.

Thank you for the advice above with regards to whether the cancellation would have affected us in future. That was really concerning us and was still a major factor in hubby deciding to stick with them for another 12 months, as he does fret and was still unconvinced that it wouldn't have a detrimental knock on further down the line had we cancelled.

I appreciate the advice given and those who took the time to give that advice. Many thanks x

A good result, I assume you kept your cool on the phone which will have helped! Perhaps click the thanks button to posts, if you feel the advice warrants it.

A2Z

paddyandstumpy wrote: »

A good result, I assume you kept your cool on the phone which will have helped! Perhaps click the thanks button to posts, if you feel the advice warrants it.

Unfortunately, to begin with, the call followed the usual inane drivel from the CS rep on the 'phone with the conversation going round in circles because she could not understand what the issue was. She then initially refused to put me through to a manager and I had to get very insistent. Only when I did so did she put me on to someone more senior and the issues started to get resolved.

Hastings_Direct_company_representative

Hi,

I'm sorry to see that there was an issue with your renewal and that it caused you inconvenience. We identified a small batch of renewals going through without documents and corrected the mistake, writing to explain. I'm glad that our team were able to get you another good deal and compensate you for the issue. If you do need anything else just get in touch and we'll be happy to assist

~Joe

Amst

A2Z wrote: »

I will then tackle not only the issue that they've renewed the policy essentially without consulting us, but the moving of the date of the DD and the refund of the DD taken.

If you engage your brain for a second you'll see they've done you a favour. You were more than likely on an auto-renewal basis anyway (as this is what insurers do).

If you were, then they haven't done anything wrong in auto-renewing other than misplacing the renewal letter. If you were and then cancelled the auto-renewal early in the policy for instance, then they've prevented you from being uninsured.

Get a life :money: