Hastings Direct Smart Miles Reviews

Name: Hastings Direct Smart Miles
Rating: 3.29

3.3 Rating 2,006 Reviews

56 %

of reviewers recommend Hastings Direct Smart Miles

3.3

Based on 2,006 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 72%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

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Hastings Direct Smart Miles 1 star review on 12th July 2024

James

Hastings Direct Smart Miles 5 star review on 29th September 2023

Jason Major

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do some work for a change. Instead of asking customer to do it all. The customer has to do all the work for them if not they charge ?25 to do it.”

Helpful Report

Posted 7 years ago

Hi there, Sorry that you have had a bad experience making a change on your policy, the ?25 is an administration fee but can be avoided at times if you make changes online. - Jamie

Posted 6 years ago

“Cancelled policy but still trying to take money from the bank. Tried to contact by phone, waiting over 10 mins to be answered, did not get through. Emailed instead waiting for reply.”

Helpful Report

Posted 7 years ago

Hi Benjamin, I am sorry to hear this. If you contact us via social media we can look to arrange assistance for you if the refund has yet to be processed. ~Connor

Posted 6 years ago

“You replaced my initial renewal proposal with another that was more expensive. You have not treated me fairly; you did not give me clear information and kept me appropriately informed before, during and after the point of sale.”

Helpful Report

Posted 7 years ago

Hi James,? I'm sorry to see you have had an issue with your renewal quote. To discuss it further, please don't hesitate to get in touch with us free on?0800 0354790 and we'll be happy to look into it with you?? ~Joe

Posted 6 years ago

“My car was written off after an accident at the end of August and I received an insurance payment in October. I then received the various emails: 1. We're cancelling your policy - 18/10/17 Now your claim has been settled, we're cancelling your insurance policy as you no longer have a vehicle to insure. This will take effect from 23:59 on 17/11/2017. I then received the following email providing a quote on a car that no longer exists and on policy that they had cancelled?? 2. Thank you for choosing SmartMiles with Hastings Direct. Your motor insurance is due for renewal on 19 November 2017 and we want to take the opportunity to inform you of the next steps in the renewal process and also confirm your premium and payment details. I then received this email for a car that had been written off and payed out for by them?? 3. Recently, we wrote to you about your insurance renewal to let you know that we'd be taking payment on your renewal date. Unfortunately, we were unable to take this payment. We want to make sure that you're covered, so we've attached your certificate of insurance and schedule. If you wish to continue your insurance through us we'll require a payment of ?1,219.01 (Including Insurance Premium Tax at current rates) by 25/11/2017. 4.Further to our previous correspondence, this email is to confirm that your insurance policy has been cancelled from 20 November 2017 We'll be in touch again within the next 14 days to give you a breakdown of anything that you owe us, or any refunds that we owe you. I then spoke to a member of staff over the phone on 21/11/17 after receiving these emails after my policy had been cancelled ( see item 1). I was told that the claims department should have told me to cancel my policy?? 1. this was not the case 2. I have received email telling me that my insurance policy had been CANCELLED. I was then told that Hastings had tried to collect over ?1000 to for new my policy on a car that they have written off and they had payed out for? what exactly would I be insuring if the payment had been successful!! I was then told that there ay be some charges as they had been unable to collect the money for a car that HASTINGS HAD WRITTEN OFF AND PAYED OUT FOR??? I think that the service I have received was very poor and very insensitive. Thankfully there were no serious injuries ( or worse) due to the accident involving the write off of the car. There systems need to be looked into in more detail to prevent an unnecessary stress from customers.”

Helpful Report

Posted 7 years ago

Hi Joshua, I am very sorry to see you were in an accident and hope you are well.? I am sympathetic of your situation and apologise for any distress caused. At this time, I would recommend logging a complaint with our SmartMiles team using the link below;? https://www.hastingsdirectsmartmiles.com/contact ~Connor

Posted 6 years ago

“Would give them no stars if I could. Awful insurance company. I had a lot of trouble with my car battery during winter last year I had to keep replacing it to which they continuously threatened to cancel my insurance as they were convinced I was just disconnecting the black box. Couldn?t even drive past 10 with them dragging my score down which is ridiculous as I work later than that a lot of weekends. The staff were very unhelpful when I would phone and try to discuss these issues and when I even considered renewing with them I basically wasted an hour on the phone to them be told I can?t be insured by them. Nightmare just made things difficult that didn?t need to be at all”

Helpful Report

Posted 7 years ago

Hello,? I'm sorry to hear that you had such a negative customer experience with us. We disclose the limitations and parameters that can affect your score before the policy is purchased so I do apologise if they were missed. It's disheartening to see this feedback concerning members of staff and I'll arrange for this to be passed back to the team so we can look to impove the level of service going forward -Theo

Posted 6 years ago

“Getting home every night for 10pm is very early, most trackers have a later time or allow more flexibility. To enforce this in tge same way in your second year of driving, after getting a discount for good druving is madness. I had a problem with the tracking of my braking in the second year. No matter how careful I was I my score would go down every time the pp refreshed. I spoke to numerous people, they could not explain why this was happening, or when it was happening. They suggested that it could be pot holes or bumps in the road but couldn't tie it down to what time of day or where. I got offered a good discount after my second year but felt that the box was to limiting in night driving and was concerned that my breaking score would continue to drop. I have changed to Diamond without a black box for the same amount of money, as there was no discount offered to other Hastings companies and they were expensive.”

Helpful Report

Posted 7 years ago

Hi, Thank you for taking the time to provide us with your feedback on how you found your time with us. We're always looking at how we can improve our service and offer customers the best deal we can and your comments help us to do that?? ~Joe??

Posted 6 years ago

“Horrible”

Helpful Report

Posted 8 years ago

Hi, Sorry to see you weren't happy with our service - hopefully we get the opportunity to improve your score in the future? ~Joe?

Posted 6 years ago

“terrible, never use again, wouldn't even recommend it.”

Helpful Report

Posted 8 years ago

I'm really sorry to see you feel that way, thank you though for your review - we welome every opportunity to hear back from our customers both good or bad as it all helps us to improve ~Joe?

Posted 6 years ago

“We had the SmartMiles policy for two years, but the associated tracking device was faulty and gave clearly erroneous readings. Despite repeated requests for this to be investigated by a qualified personnel, they refused stating that the data was correct. Altogether an appalling response which adversely affected the follow-on premium offered. We had no choice but to look elsewhere. We would never recommend this company to others because of their incompetence and complete disregard of customer satisfaction. Avoid!”

Helpful Report

Posted 7 years ago

Hello there,Thank you for your feedback. I'm sorry to see you have had such a negative experience dealing with our services. We do have a dedicated team that can look into technical issues that you may have been encountering and we do try to be as transparent as possible with any data we find. If you email contact@hastingsdirectsmartmiles and request the data from the box we will look into your concerns. ~ Jamie

Posted 6 years ago

“Took one hour to get through. Then I had to call back due to lack of communication between smart miles and renewals. Another 1.30 hours before my purchase was complete. Unacceptable time to spend on an insurance policy”

Helpful Report

Posted 8 years ago

Hi, Please accept my apology for the waiting time that you had - we are working very hard to put changes in place which will improve this for our customers. I appreciate very much your perseverance with us ~Joe?

Posted 6 years ago

“Rude”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to see your feedback and will take it onboard to help us improve. Thank you Joe?

Posted 6 years ago

“I Had loads of hassle to start with but I forgot this I renewed my policy but they have not reset my smart miles app back to 100%”

Helpful Report

Posted 7 years ago

Hi there,Thank you for your review. Unfortunately your dashboard continues from your previous years policy. In your second year its more of a guide as to what potential discount you can receive at renewal or whether we will be able to offer you a renewal next time round. We don't monitor you driving score other than that.~ Jamie

Posted 6 years ago

“Was very very disappointed with smart miles and would never recommend them. Went through the questionnaire on I phone as best that's possible using this method. Was accepted, then later told I was mot allowed insurance as I had withheld information. I offered to rectify the mistake but wasn't allowed to. Other insurance company's thought this very bad customer service. I am still waiting for my 'full amount' refund and am appalled to find I have to pay an opt out fee when this was no fault of my own. Disgraceful service!!!!!”

Helpful Report

Posted 8 years ago

Hi, I'm sorry to hear we could not keep the cover running and appreciate your frustration. On occasion if there are key details missing it may meant a quote would not have been offered as the product isn't suitable and therefore we have no other option but to discontinue cover ~Joe?

Posted 6 years ago

“No decent communication with helping their clientele.”

Helpful Report

Posted 7 years ago

Hi Alannah, Thanks for leaving your review and feedback, I'm sorry you didn't get the level of communication you expected. If you want to discuss any aspect of your cover, please don't hesitate to get in touch on?01733 308 380 ~Joe

Posted 6 years ago

“Customer service nice and friendly but not helpful. Constantly hassled for my driving throughout my policy as a result of a dodgy black box giving me incorrect scores that never changed whilst I drove perfectly. Going even 1mph over the speed limit brings your score down forcing me to spend my time watching the speedometer while I drive in fear of going over and effecting my driving score negatively and being cancelled. Threatening letters saying my policy was cancelled when it was not. Not the best insurance.”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you had a negative experience regarding your SmartMiles box. We do have a dedicated team that would be more than happy to give you any coaching, hints or tips as to how to improve your overall driving behaviour score. You can contact them on 0800 048 2955. - Jamie

Posted 6 years ago

“I cancelled the policy as no longer required in September, this has been a somewhat impossible task and I am still getting ?chased? not sure why the simple process of cancellation is such a drawn out, long winded task.”

Helpful Report

Posted 6 years ago

Hi there,I'm sorry to see you have had such a bad experience trying to cancel your policy with ourselves. It might be worth you speaking with an advisor to get an update on 01733 308 380 or sending an email over to contact@hastingsdirectsmartmiles.com.~ Jamie

Posted 6 years ago

“Terrible service, I was given mixed messages about if I payed for my insurance on the day it would secure the price. After I bought the insurance policy and realised some concerns I had, they reassured me that they understand what I was saying and that it should get sorted out. However, this issue was never resolved. I had to call on several occasions revieving a different response. I decided to cancel my policy as they were not understanding and although they explained their terms and conditions, they did not fully explain that certain aspects can not be converted or refunded. I have now lost out on ?210 due to this company. As a student, this is a lot of money and I am applaud with the service provided. I will never trust this company again. Very disappointed and I feel like I have been taken advantage of. The telematics box was self installed and I would happily send it back safely, there is no need to charge ?210 for this. Rip off! No longer a customer.”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to see you're unhappy and haev passed your concerns to he team to investigate for you. You'll receive an acknowledgement or contact directly from Smartmiles - hopefully we can arrange an amicable resolution ~Joe?

Posted 6 years ago

“Nothing but unhelpful costumer service.”

Helpful Report

Posted 8 years ago

Hi, Sorry to see this - hopefully your next call with be much better with us ~Joe?

Posted 6 years ago

“Fraudulent scammers”

Helpful Report

Posted 6 years ago

Hi there,Thank you for your review. I'm sorry to see you have had such a negative experience with our SmartMiles insurance.~ Jamie

Posted 6 years ago

“I had a box in my car and I started working till after 10 so I was driving between 10-5, I called the insurance and explained my situation, they did nothing for me and I was basically being punished and lossing my score because I was working late to afford to pay the bill.”

Helpful Report

Posted 8 years ago

Hi, We're very sorry, driving after 10pm ?is a core influencer of scores so we're unable to modify the insurer's terms in this regard to accommodate?customers habits. Our product is specifically designed to keep our customers from driving in the most risk-laden times in return for a discounted price at renewal ~Joe?

Posted 6 years ago

Hastings Direct Smart Miles is rated 3.3 based on 2,006 reviews