Hastings Direct Smart Miles Reviews

Name: Hastings Direct Smart Miles
Rating: 3.29

3.3 Rating 2,010 Reviews

56 %

of reviewers recommend Hastings Direct Smart Miles

3.3

Based on 2,010 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Never had a problem with Hastings direct the scores were fair and app easy to yous! Customer service was brillant! Only reason for changing over was renewal price was to high compared to what I was offered else where would recommend”

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Posted 7 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!!”

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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

“Cannot say it enough, avoid forever, worst service and loss of sleep ever! Was involved in a massive accident a few days after signing up. Ring them up day of, and because I hadn’t been able yet to install my black box (because as we know we have to do it ourselves!) they cancelled my insurance, emailed me to say. Ring them up to say it shouldn’t have been cancelled and I haven’t even got the car, and they argue with each other and me for hours about the claims department not properly telling the other departments so can’t decide if it’ll be reinstated or not (without refund!!!). They eventually reinstate, after hours on hold, paying for the phone line, and grief. Next day, they email me, we are cancelling again, not refund of the £1200 policy. Hours more again and no sleep. Eventually told ok the policy will continue to run while you don’t have a car, but you can keep it if you get a car within 6 days. Rush, get a car within 6 days. Obviously stressful, and most insurers would pause the policy and hold it. Ring up to add the new car to insurance policy and they say it’ll only be an extra £35 for that make of car etc, but also £150 for a black box. But we HAVE the brand new in packaging black box from when I couldn’t install it in time from 4 odd weeks ago. They say no, have to buy a new one as this has updates on etc. Despite the fact this older one would’ve been on my car currently for the next year with no updates if I hadn’t crashed. I ask for a refund then on my £150 black box that I already own, but after a lot of arguing they agree to let me use the one I was sent. Until, the next day when I ring again to finish making the changes, and they say “well although the £150 fee is now gone, we misspoke the price and it’s actually £150 more expensive - £185 now”. Spent a few hours getting them to listen to their own recorded phone call, until the manager changed their minds back. Absolutely. Awful. Horrific. Never use this company.”

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Posted 7 years ago

“Beware before committing yourself to this black box with Hastings!! I have cancelled after 14 days at a cost of £125.00 + insurance cost for 14 days to me. Spent more time looking at the speedometer than the road. Wish I had read these reviews before I signed up to this insurance policy. Hastings Customer service said they didn't expect people to leave good reviews, really? wonder why that is? No need for a reply to this review Hastings I will have a better experience with my new insurer!.”

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Posted 7 years ago

“I?ve been insured with you for five years always been good value. Only cancelling because selling the car and not replacing at the present time”

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Posted 7 years ago

“The service is ok, but I was on Hastings smart miles, and naturally thought that my insurance would be cheaper this year due to the decent score I received via the telematics box in my car. It?s actually gone up, despite another year of no claim bonus.”

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Posted 7 years ago

“The customer service is fine but the app could use some work. It constantly logs you out when switching pages and doesnt give you information about where your driving is bad; is just gives you a number out of 100 for things like breaking and accelerating.”

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Posted 7 years ago

“No questions asked, extremely efficient service.”

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Posted 7 years ago

“Helpful staff & good product”

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Posted 7 years ago

“Purchased for the secon time, as I could not beat the price!”

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Posted 7 years ago

“Poor score keeping. Does not explain the how the score system works or a way of tracking scores for each time you travel”

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Posted 7 years ago

Hi there, Thank you for your feedback. I'm sorry to see that it is unclear how the box data is calculated, sometimes this can really make a difference to how you drive as data is collected through the G-Force put through your vehicle with potential late breaking or accelerating too quickly. We do have a dedicated team called the First Response Unit that would be more than happy to help you with any questions you may have and also to give you hints and tips to improve. Their number is 0800 048 2955.~ Jamie

Posted 6 years ago

“I have had the best experience with SmartMiles”

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Posted 7 years ago

“Good customer service, always answered my queries in detail.”

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Posted 7 years ago

“Very good service and fast and easy”

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Posted 7 years ago

“Awful customer service, extremely rude.”

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Posted 7 years ago

Hi there,Thank you for your review. I'm sorry to see you have had such a bad experience with our Customer Services team. We strive to be as professional as possible when dealing with our policy holders so its disappointing to we have not achieved this when dealing with yourself. If you feel we have mistreated you please raise a complaint by clicking on this link: https://www.hastingsdirect.com/quotehisle/views/common/RequestForm.jsf?reason=feedback.~ Jamie

Posted 6 years ago

“Generally good, although the quote to add on protected no claim bonus took a while to sort out.”

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Posted 7 years ago

“efficient pleasant”

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Posted 7 years ago

“Actually inform customers of the things that make up the insurance policy apon renewal.”

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Posted 7 years ago

“Great service”

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Posted 7 years ago

“I was happy for the entire year, great app, was proud with my score of 88/100. There were a few hiccups at the start, where the scores did not match my driving but this was quickly resolved by the customer services team. However, when it came to renewal I thought I was going to get a great discount since they claim you get up to 30% off plus your NCD. The quote I was given was more expensive than any other quote I saw on comparison websites that didn't even know I had a black box (by £100)! This includes from Hastings Direct! I called Smartmiles to discuss the quote and describe my confusion and they said there was nothing they can do, that this is the best they can offer and unfortunately don't do price matches. What a complete con and waste of my time. I am very disappointed that it was for nothing because I have now got a new policy with an alternative company and they can't take into account that I have proved I am a good driver.”

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Posted 7 years ago

Hastings Direct Smart Miles is rated 3.3 based on 2,010 reviews