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

“I was looking for insurance for myself and my daughter. And Hastings looked like the ideal company, the service from telematics was exceptional (smartbox suppliers). However the customer service is shocking at Hastings. I phoned to ask a couple of questions about my policy and the woman called Holly I think was extremely rude. She talked over me, and didn't listen to what I was asking. She's didn't accommodate me or help me with my policy and when I had started crying she talked even louder over me. I then cancelled my policy because she's hadn't listened to what I said tried to add a ?700 premium. The terms and conditions she stated on the phone where different to the ones I have on file so I'm glad to get away from them. Hope you all think twice before going with Hastings - complete waste of time.”

Helpful Report

Posted 8 years ago

Hi, I'm really very sorry to read about your experience and apologise for your distress. If you would like us to investigate this any further please can you email help@hastingsdirect.com and reference this review ~Joe

Posted 6 years ago

“I had quite a distressing experience with Smart Miles. I was threatened to have my insurance cancelled due to my score being at 39 instead of 40 due to my time of day driving. I work night shifts occasionally so this was essential. The website specifically promoted no curfews at my time of purchasing which I later was told meant that it would still give me a bad score if I drove within the selected times. My braking was also said to be poor and I was told this could be due to traffic conditions and was no indication of my actual driving which makes no sense as the box was not meant to monitor external factors or let them effect my score. Overall I felt like I was not given any proper advice on how to improve my score and was not given any solid information from anybody at the company. I feel as though I was treated extremely poorly by Smart Miles and thus chose not to continue my insurance with them.”

Helpful Report

Posted 7 years ago

Hi, I am very sorry to see you received poor customer service and I will ensure this is fed back to our team for future improvement. Statistics show that you are much more likely to crash at night, hence us scoring negatively when driving at night. ~Connor

Posted 6 years ago

“You have sent this questionnaire before fitting my telematics box. You have not turned up to fit it today at the agreed time and place. You have not contacted me about this so you have wasted my time waiting for you. I have tried to contact you and was on hold for 15 minutes. Appalled.”

Helpful Report

Posted 8 years ago

Hi, Thanks very much for your message, I have looked into your boxfit and have requested we apply for an extension to get it done. We'll be in touch with you as soon as we can update you by phone ~Joe?

Posted 6 years ago

“Claims department not very helpful, had an incident nearly a year ago and still no resolution which has now affected my NCB, they just seen to deal with everything so slowly.”

Helpful Report

Posted 8 years ago

I'm really sorry to see your claim is taking a long time - in cases where liability is being contested for instance, it can be a challenge for us to resolve it quickly. If you do want an update you can always speak to our team on the freephone line of course ~Joe?

Posted 6 years ago

“Very poor, unresponsive, tried three times to say would not renew yet still they had the temerity to attempt to take cash from my account. The Smartmiles software has some gaping omissions it is aimed at young drivers. For example I was penalised for driving after 22h00 even after explaining that I had to pick my wife up after work from train station due to late trains, cancelled trains, the train station is less than a mile from our home and in recent months I ha? to travel to the airport 25 miles away when no alternative transport was available. Renewal price was outrageous, it was more expensive than some, despite the previous year being inclusive of ?100 telematics box installation fee. Cost 1 year ago all toldwas ?319 this year ?481 therefore old cost must have been 219 (minus cost of installation) more an uplift of greater than 90%! Good deal? I think not!!”

Helpful Report

Posted 7 years ago

Hi there,Thank you for your feedback. I'm sorry to see you have had such a bad experience with our SmartMiles policy. You are correct through in regards to our younger more inexperienced drivers preferring these policies, having a time of day score means that they are less likely to be involved in accidents during this timeframe. We are as transparent as possible when selling these policies and explain that this is a big area we monitor through your driving behaviour score. I do apologise if this was not made clear to you when you took the premium out with us,~ Jamie

Posted 6 years ago

“Actually listen to what customers are saying as opposed to rhyming off a pre prepared script. I tried and failed to establish what body (eg. Trading Standards?) certifies their equipment........this is a vital element in establishing confidence in their services which require a tracking device. Customer services have no knowledge of these processes. The company will provide no information in writing, which says it all........they can refute any statement because you have no proof that they ever said it and they hold the tapes of recorded conversations...good luck trying to prove anything!”

Helpful Report

Posted 7 years ago

Hello there,Thank you for taking the time to leave this comment. I'm sorry to see you have had such a a bad experience with your policy. If you feel that you have been treated unfairly or have not received the answers you want about the box please contact us at contact@hastingsdirectsmartmiles.com.~ Jamie

Posted 6 years ago

“I recently had a very negative experience when trying to renew my policy. Over a few days, I spent many hours of my time trying to get in contact with a member of the customer service team regarding my car insurance renewal and repeatedly being put on hold. I received verbal confirmation of a quote, just to have it change due to my occupation without any explanation. Hastings attempted to charge me ?250 on top of my agreed policy quote to change my occupation from a student to full time employment. Then additional ?200 to pay in monthly instalments. Which resulted in the quote for my second year of car insurance to be the same as the first - after having a 90/100 driver score rating on my black box. This is not the agreement which I signed when I chose to take out my insurance with them, a good drivers score will result in discounts for the following years insurance. Also, I was charged ?1,916.63 to my bank account, which has took me into my overdraft. I did not receive any notifications from Smart Miles of this payment and only found out my contacting my bank directly. This money is the sum of two car insurance quotes, yet I had verbal confirmation that neither would be taken out of my bank and did not give my consent for this payment to be deducted. When I asked the Smart Miles customer service team why I had received these charges, the only reason they gave is that they were 'unsure'. I am 18 years old and have just got my first job - it is unacceptable to assume I have this amount of money spare. In addition to this, I spend a further 3 hours of my time at work trying to call the customer service team and resolve the issue - and was repeatedly put on hold. I was informed by the manager that if I requested by refund on that day, it would take 5 working days to come into my account. I also would not be eligible to be covered for 14 days 'cooling off period', without explanation. This left me without any money in my bank account, but had to find an alternative car insurance by the next morning as I have commitments. He did not care to help me find an alternative insurance plan. This service is disgusting and I will make sure to avoid Hastings Smart Miles in the future.”

Helpful Report

Posted 6 years ago

Hello Shayda, I'm very sorry to hear about the poor experience you've had and I hope that the the refund has since returned to you. It's disheartening to hear that you didn't receive the level of customer service you deserve and reading through I believe that you do have grounds to make a formal complaint. If you wish to do so regarding your message, please contact the smart miles customer service team at: contact@hastingsdirectsmartmiles.com. This matter would be investigated before they offer what is hopefully a satisfactory resolution-Theo

Posted 6 years ago

“Basically I once bought insurance for my daughter as a birthday present. Now Hastings insist on still using my contact details to try and communicate with her. If I try and give them her correct contact details, they charge an admin fee. Numptys”

Helpful Report

Posted 8 years ago

Hi Steve, Sorry to see you're having issues - customers can do email or phone changes online with no fee, however there shouldn?t be a fee for those over the phone either. If it?s an address then there would be, yes ~Joe

Posted 6 years ago

“They did not turn up to fit my box and same day said they were cancelling my policy after on phone for long time to sort out they email said you charge me ?45 your customer service is poor won't you sale is good but not impressed”

Helpful Report

Posted 8 years ago

Hi,? I'm sorry to see that you've had some issues and hope that it's now been resolved. If you don't feel it has been, just let us know on?01733 308 380 Thanks, Joe?

Posted 6 years ago

“They sent all the information to a wrong email address so I didn't receive it. Then they cancelled the insurance because I didn't respond. They should at least have a backup plan in case the email doesn't work - post or telephone would work.”

Helpful Report

Posted 7 years ago

Hi there,Thank you for your feedback, we take your comments on board about the email communication, however we would only send emails to addresses that you have initially taken the policy out with. We do mention very early on to check that all the details on the policy are correct and to contact us if you need to change or amend anything. I do apologise that you have had your policy cancelled though as this must have caused much upset and distress.~ Jamie

Posted 6 years ago

“Very disappointed so decided to cancel and pay charges!”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to see your review but I do thank you for the time to let us know about how you feel ~Joe?

Posted 6 years ago

“Took forever and far too many phone calls to the company to have the issue with the black box they had sent me resolved despite being told the make and model of my car when taking out the insurance. If it wasn't for the fact that it was the cheapest insurance for a 21 year old female on their first car I would avoid taking out insurance with the company if possible. One department doesn't seem to talk to the other and their communication to Octotelematics was nothing short of pointless as they do not seem to communicate either. Waisted soo much time on an issue that should never have been caused in the first place. Luckily I had my Dad off work to try and resolve the matter while I was at work and unable to deal with the matter. My Dad is not a machanic but knows his way around a car well enough to fit a black box and to be dumbed down by the company when he described the situation was unacceptable! To top it off, when a second insurance policy was started with another type of black box, that had to be fitted within 14 days. When phoning the company that was supplying said second black box that supposedly offered a "7 days a week" service to home or work, I was met with the rather short and disgusting attitude of "we've got one appointment before your 14 days expire, take it or leave it". I had to pursue and push to then be told that there was one other day I could have it fitted and had to choose this date due to commitments. It would also be undeniably helpful if the number on the email for the company coming to fit my black box actually provide a phone number that was correct and in service! I understand that any business or service has busy spells but in this case to offer only 2 days out of 14 at the first chance I had to book my fitting appointment really does not fit the "7 day a week service" that was conveyed in when taking out my insurance with Hastings Direct.”

Helpful Report

Posted 8 years ago

Hi, Thank you for taking the time to let us read about your experience, I am sorry it wasn't the best one to have. I would like to look into the email and telephone number you referred to more if I may. Could you forward it to help@hastingsdirect.com and reference this Feefo review for us please? We would be grateful for the opportunity to review any incorrect information Many thanks, Joe?

Posted 6 years ago

“Customer service was bad, not helpful at all”

Helpful Report

Posted 8 years ago

Hi, Sorry to see you feel that way but thank you for taking the time to let us know and provide a review. We're always looking at ways to improve by listening to our customers ~Joe?

Posted 6 years ago

“The smart miles insurance itself was OK apart from the curfew so no driving after 10pm or before 5am which significantly affects your rating negatively. The biggest issue I had is that 3 weeks before my policy came to an end I had found insurance elsewhere so made a phone call to Hastings smart miles to cancel my renewal and was informed that my cancellation was confirmed. 3 weeks later I receive an email confirming that my insurance had been renewed with Hastings smart miles and as I pay my insurance in full the full amount had been deducted from my account. I phoned Hastings smart miles immediately stating what had happened and even though I was now overdrawn I now had to wait 3-5 working days for my refund, and as it was bank holiday weekend I had to wait 4 more. Not happy”

Helpful Report

Posted 7 years ago

Hi, I am very sorry to see this issue has arisen and thank you for bringing it to our attention. This will be fed back to our team to ensure the error is not repeated. ~Connor

Posted 6 years ago

“Terrible service, worst company to go with all they want is your bank details, they never asked me if I would like bouns protection and never went over the terms and conditions with me and being a customer of there's for 4 years you would think they would add it on as a thank you instead they demand ?900 more... I will never take out insurance with them again !!”

Helpful Report

Posted 7 years ago

Hi,?? I am very sorry you were not offered that particular benefit - it is not usually available until certain insurer parameters are met?? ~Joe?

Posted 6 years ago

“I never renewed the policy - it was cancelled but the premium was still taken”

Helpful Report

Posted 7 years ago

Hi, I am sorry to hear this. If you have yet to get in contact with our team please do so and we will issue your refund as soon as possible. ~Connor

Posted 6 years ago

“Charged a different price from the quote as I wanted the policy to start the same day. Rip off Britain at it's best!!!!! Easy money for the rip off insurance companies.”

Helpful Report

Posted 8 years ago

Thank you for your feedback, sorry to learn te price was not the same? ~Joe

Posted 6 years ago

“You have been told twice that the email was incorrect and you STILL send this to the wrong email address. Please correct the email address goddamnit.”

Helpful Report

Posted 7 years ago

Hello there,Thank you for your feedback. I'm sorry to see you have been having issues when making changes to your policy. I can only imagine how frustrating this must have been and apologise.~ Jamie

Posted 6 years ago

“Automatic renewal is sneaky and wrong. I am very disappointed with this company.”

Helpful Report

Posted 7 years ago

Hello,? I'm sorry that this process has caused some frustration. The automatic renewal is in place to reduce the risk of policyholders possibly forgetting about the renewal and driving uninsured once the policy ends. This is the alternative to cancelling the policy once the policy reaches it's end and run the risk of an accident occuring with the parties involved not being covered. You can always contact the team to remove the automatic renewal anytime during the policy year -Theo

Posted 6 years ago

“Terrible service made you feel like a child. Damaged car on installation of black box which took 3 months to come repair. Then I complained about my black box being faulty and they wanted to charge me to come service and fit a new one. My black box stopped working 5 months after install. I changed my address in September and my policy was due this month, they stated they sent letter when trying to take ?800 out of my account. I didn't receive these letters due to them not actually changing my address so I was charge from my bank for the bounce. Disgusting treatment then wanted to charge me another ?100 for the removal of the box. So on top of the ?1,600 for the policy they were looking for another ?300 whilst I was a customer!”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you have had a bad experience with Smartmiles, I hope everything has been sorted now though. - Jamie

Posted 6 years ago

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