Hastings Direct - Took money despite not having permission

Quentin

Whenever you are unhappy with an insurer the route is to make a formal complaint


This must come from the policyholder!


If you are unhappy with the reply or they ignore you for 8 weeks then you can escalate to the FOS for their adjudication all at no cost to you


If that fails then your remaining option is to take legal action (which will involve some court costs which you can only recover if you win in court)


No insurer will accept instructions from anyone other than the policyholder unless proper arrangements have been made to allow another person to act for the policyholder

adrobinson1969

Hi guys,
Hi Eddddy, yes you are correct, the first email came from me. We didn't think it would be a problem me being the named driver. Hastings reply was to point out that they need clarification of ID and J would need to contact them as the policy holder. I think perhaps the problem then became the fact that we both use the same email for all things domestic.

However this afternoon J has faced her fears and telephoned Hastings. It wasn't an easy thing for her to do and she became quite upset. Credit to the gentleman on the other end of the phone who was very understanding of the situation. The policy has been cancelled and under the circumstances a full refund has been promised.

It still doesn't make much sense to me that you can set up insurance online with no human contact, but then have to telephone to cancel a renewal instead of simply being able to do it online.

Thank you to the gent at Hastings Direct who was both understanding and kind. My faith is restored!

Thanks guys for your advice.

A Robinson
J Robinson

csgohan4

Consider getting a power of attorney for the policy holder in future if this bothers you so much

FutureGirl

It wasn't Hastings issue it was yours.

They couldn't do anything based on the first email you sent as it didn't come from the policyholder.

When the policyholder sent the second one on 15th July, they would have already requested the direct debit from the bank as they do this in advance.

Not to mention that they wouldn't necessarily read your correspondence the day you send it anyway.