Desperate for help with hastings

Skywalker25

I am currently struggling to get the right pay out for my stolen Mercedes coupe out Hastings. The car was stolen whilst I was sleeping and has been written off.

Hastings however have been a nightmare to deal with. The customer service is beyond a joke. They have been dragging this whole process for almost two months now.

The car was stolen on November 14th and someone representing them offered a settle payment of £13,200 which was less than what my car was worth, on the 5th January. I accepted the offer on the condition that I would get the payment no later than the Tuesday 8th. Tuesday came and went. I called hastings and a lady put me on hold and said she will check why the payment hasn't gone through. I waited and was informed i will be done by no later than tomorrow. Wednesday came and I then contacted them again with the same exact result, guaranteed payment next day for the full £13,200. Again no payment, I contacted them and was told to give 5 working days for the payment to go through and this time I would be paid 100%. No payment, so I called them again and this time instead of leaving after another empty promise. I demanded to speak to who ever is handling my case. I was waiting for 1 hour on hold to finally speak to someone. This gentleman had apparently been on holiday, but according to him he was in hospital. He proceeded to explain that because I had 3 points that, (I wasn't aware of as my insurance was a renewal and I have never had points) Hastings would minus 30% of my final settlement. My insurance was 350 a year, but, had I informed them it would have increased to 400 apr. That would be £150 more, meaning my monthly payment would be up by £10. Why I would hide any points and jeopardise my insurance over £10 is something Hastings cant understand. I then showed them a case exactly like mine on the financial ombudsman website and she was charged 10% of her finally settlement. I need the situation resolved quickly as its impacting my work and family.

Can anyone help me please....

p00hsticks

I'm sorry , it may be me but I can't follow what you are saying

Do you have points on your licence ?
Do Hastings think you have points on your licence ?
Did you notify Hastings that you have points on your licence ?

Quentin

Whenever you are not happy with your insurance company the route to go down is a complaint in line with their complaints procedure

Then if you are not happy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication all at no cost to you

tacpot12

You could accept Hasting's offer to pay you 70% of the value of your claim, and then complain to them and the FOS. This would get you back on the road.

It sounds like you have some grounds for a complaint against their customer service, and a precident that suggests they should only be deducting 10%, but it was your responsibility to tell them when you received the points. Your insurance policy would have specified whether you had to do so immediately or at renewal. If you have not complied with the contract, you can't expect them to pay out in full.

paddyandstumpy

Skywalker25 wrote: »

I am currently struggling to get the right pay out for my stolen Mercedes coupe out Hastings. The car was stolen whilst I was sleeping and has been written off.

Hastings however have been a nightmare to deal with. The customer service is beyond a joke. They have been dragging this whole process for almost two months now.

The car was stolen on November 14th and someone representing them offered a settle payment of £13,200 which was less than what my car was worth, on the 5th January. I accepted the offer on the condition that I would get the payment no later than the Tuesday 8th. Tuesday came and went. I called hastings and a lady put me on hold and said she will check why the payment hasn't gone through. I waited and was informed i will be done by no later than tomorrow. Wednesday came and I then contacted them again with the same exact result, guaranteed payment next day for the full £13,200. Again no payment, I contacted them and was told to give 5 working days for the payment to go through and this time I would be paid 100%. No payment, so I called them again and this time instead of leaving after another empty promise. I demanded to speak to who ever is handling my case. I was waiting for 1 hour on hold to finally speak to someone. This gentleman had apparently been on holiday, but according to him he was in hospital. He proceeded to explain that because I had 3 points that, (I wasn't aware of as my insurance was a renewal and I have never had points) Hastings would minus 30% of my final settlement. My insurance was 350 a year, but, had I informed them it would have increased to 400 apr. That would be £150 more, meaning my monthly payment would be up by £10. Why I would hide any points and jeopardise my insurance over £10 is something Hastings cant understand. I then showed them a case exactly like mine on the financial ombudsman website and she was charged 10% of her finally settlement. I need the situation resolved quickly as its impacting my work and family.

Can anyone help me please....

Can you double check your maths in the highlighted part.

Is it £350 to £400 or £350 to £500? This is important to know.

Insurers can deduct a proportion of the settlement in line with the proportion of the premium recieved against what should have been recieved.

So, if you paid £350 and it should have been £400 they can deduct 12.5% of any payout.
If you paid £350 and it should have been £500 they can deduct 30% of any payout.

Please note, it will be based on the annual price of the policy not the price including the cost of paying monthly.

The 10% deduction from the FOS example in no way sets a precedent for future cases.

swingaloo

The way I read it is that the OP does not have any points. I think what he is saying is that if he had points then he would have told Hastings as the cost of his insurance would only have risen to perhaps an extra tenner a week.

oscarward

If he has no points then get the proof from DVLA and send to hastings with a request as to where they got the wrong information from followed by a complaint.