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  • FIRST POST
    • enjoycoca
    • By enjoycoca 14th Jun 19, 8:23 AM
    • 11Posts
    • 1Thanks
    enjoycoca
    Hastings Direct - Cancelled Policy Frustration
    • #1
    • 14th Jun 19, 8:23 AM
    Hastings Direct - Cancelled Policy Frustration 14th Jun 19 at 8:23 AM
    I signed up for Hastings Direct on the 18th May 2019 via a Direct Debit agreement.

    I was informed the Direct Debit agreement was wrong in the subsequent days (letter dated 21st, arrived 23rd May).

    I contacted my bank to find out why this had occurred. They couldn't confirm or deny why, but suggested they hadn't updated their Direct Debit database.

    I tried to log on to resolve, as also instructed per SMS and e-mail, to which the functionality on their website wasn't sufficient to complete this.

    I tried on two other occasions to call to resolve. Issues with the phone cutting out meant I frustratedly left the process alone.

    On the 3rd June, I rang Hastings, made a payment in lieu of setting up a direct debit, saying I would endeavour to resolve before the end of the week (7th June).

    On the 6th June, I received an e-mail informing me of a cancellation. I assumed it was wrong - didn't bother to phone, as I am generally frustrated by their service.

    I got a letter yesterday (13th June) dated 7th June informing. I logged on to their service to find out they had cancelled the agreement and I had incurred 71 of charges.

    My frustration is that I had rung, informed them that I needed time to resolve the Direct Debit process and also made a payment.

    I have spent over an hour on the phone with them today - to no avail - they need the original call with the Call Agent before they can process.

    I've never experience such short shrift and swift cancellation because a direct debit wasn't in place (well, it was, it just didn't setup correctly and I didn't want to setup another, without being sure).

    Any help or advice on how I can proceed would be much appreciated.
Page 1
    • Quentin
    • By Quentin 14th Jun 19, 8:56 AM
    • 40,488 Posts
    • 24,533 Thanks
    Quentin
    • #2
    • 14th Jun 19, 8:56 AM
    • #2
    • 14th Jun 19, 8:56 AM
    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 at no cost to you

    Unless and until you get this cancellation removed you must disclose the cancellation to other insurers you go to for cover
    • enjoycoca
    • By enjoycoca 14th Jun 19, 11:15 AM
    • 11 Posts
    • 1 Thanks
    enjoycoca
    • #3
    • 14th Jun 19, 11:15 AM
    • #3
    • 14th Jun 19, 11:15 AM
    Thanks for that.

    It is extremely frustrating that they are able to sit behind so much process, yet seemingly call their own process to manage customers. Something as serious as a cancellation needs a phone call IMO. I've been driving uninsured putting myself, daughter, partner others at liability, which I am extremely angry at. It has now been escalated as a complaint.
    • k3lvc
    • By k3lvc 14th Jun 19, 11:25 AM
    • 2,755 Posts
    • 4,501 Thanks
    k3lvc
    • #4
    • 14th Jun 19, 11:25 AM
    • #4
    • 14th Jun 19, 11:25 AM
    I've been driving uninsured putting myself, daughter, partner others at liability, which I am extremely angry at. It has now been escalated as a complaint.
    Originally posted by enjoycoca

    Being fair they've probably decided that the costs of dealing with you aren't worth it and if it's dragged on 2-3 weeks then you're not putting much effort behind resolving it. Paying in full on 3rd June might have salvaged it but probably too late now
    • penners324
    • By penners324 14th Jun 19, 12:04 PM
    • 122 Posts
    • 76 Thanks
    penners324
    • #5
    • 14th Jun 19, 12:04 PM
    • #5
    • 14th Jun 19, 12:04 PM
    Why contact Hastings to check they had your correct bank details for the DD?
    Call them (Hastings) immediately to get this sorted.

    Who or what is Resolve? How is that going to sort out the direct debit?
    • Mrs_Ryan
    • By Mrs_Ryan 15th Jun 19, 12:06 AM
    • 11,029 Posts
    • 20,866 Thanks
    Mrs_Ryan
    • #6
    • 15th Jun 19, 12:06 AM
    • #6
    • 15th Jun 19, 12:06 AM
    One of the major T&C’s of a DD policy with HD is that a live Direct Debit is in place. Unfortunately without this then the policy cancels automatically.
    They don’t ring you because they send out numerous other indications that the policy is going to cancel!!
    Open University Graduate 2017; MA at DMU complete 2018- MERIT!! Round 2 OU 2018- BSc Combined STEM (Sports Psychology) Year 1 Complete! E117 (Passed) and DE100. Year 2- K220 and E235.
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    Elle
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