Hastings Direct Smart Miles Reviews

Name: Hastings Direct Smart Miles
Rating: 3.33

3.3 Rating 1,960 Reviews

57 %

of reviewers recommend Hastings Direct Smart Miles

3.3

Based on 1,960 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 5 star review on 29th September 2023

Jason Major

Anonymous

Anonymous // 01/01/2019

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

“not very good experience very pushy with fitting smart miles box and that was a rubbish experience too”

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Posted 6 years ago

I am very sorry to hear you had a poor experience. We will take your feedback on for future improvement. ~Connor

Posted 4 years ago

“The smart miles box should restart its calculation once the policy is renewed”

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Posted 6 years ago

Hello,? Thank you for taking the time to leave some feedback with us. I appreciate the concerns you may have however after the second year, there is no risk to the policy being cancelled if the score falls below 40. I hope this alleviates some of the concerns you may have going into your second year with smartmiles -Theo

Posted 4 years ago

“I called for something simple and it took more than 45 minutes including hold times which is unacceptable. I was transferred to a renewal team and had to hold again despite originally calling the number I was given by email for the renewal team. Very disappointed and staff seem to follow a script and not use common sense.”

Helpful Report

Posted 6 years ago

I am sorry to hear you had a poor experience. Delivering excellent customer service is always important to us, so it's disappointing to hear we have fallen short of those expectations. This will be fed back to our team for future improvement. ~Connor

Posted 4 years ago

“Gave me a score of 68 for the year which was rated as good, then re quoted me with the same price for renewal. This was with a good score an extra years no claims and therefore being a year older and having my license an extra year this was disappointing to say I was being offered quotes from elsewhere without a black box for almost half the price.”

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Posted 6 years ago

Hi, I am sorry to hear we didn't come in as cheap as you would have liked. The scores are rated out of 100, so it would agreeable that 68 is a reasonably good score. However, there may be other factors that need to be taken into account when the renewal price is calculated, which could have caused the renewal to stay at the same price.? ~Connor

Posted 4 years ago

“Staff can be rude on the phone.”

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Posted 6 years ago

I am very sorry to hear this. We always strive to deliver excellent customer service, so it is always disappointing to hear we have fallen short of those expectations. ~Connor

Posted 4 years ago

“Very critical black box. I'm a safe driver and found myself constantly battling to keep my score from falling below the minimum number required for them to revoke my insurance. It was not worth the stress. If you drive over the speed limit to over take a car you will be penalized for speeding. If you have a job that results in you commuting after 10pm DO NOT bother using this black box as your score will deteriorate quickly. One harsh break and your score falls 25%. Honestly I'm so glad this year is up, I felt set up to fail from the beginning.”

Helpful Report

Posted 6 years ago

I am sorry to see you are unhappy. We heavily weight the time of day score as statistics show you are much more likely to have an accident at night. I apologise if our scoring system was not communicated clearly to you prior the point of sale. ~Connor

Posted 4 years ago

“Limited help with trying to get cheaper car insurance even though been with you for 5 years”

Helpful Report

Posted 6 years ago

Hi, our SmartMiles policies offer premium reductions in relation to your score over the year. I am sorry to hear we didn't come in as cheap as you would have liked this year, but hopefully can be provide you with a great price at renewal. ~Connor

Posted 4 years ago

“Gave a good quote for the first year of 1100 for my first car and I was satisfied with the company for the duration of the policy. However at renewal my premium Rose to 2400 despite not making any claims, driving carefully (Black box) and not exceeding the annual milage and now having a 1 years no claims. The official explanation was my area had got more dangerous raising the premium but by 1400 is simply unappropriate. This has made getting to work a little more difficult.”

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Posted 6 years ago

Hello,? I'm sorry to hear about the increase in price. We do strive to be competitive however, we appreciate that on this occasion we've fallen short of this. It does seem like a huge increase and I hope that in time and good driving this can take a positive turn. Thank you for taking the time to share our experience with us and for insuring with Hastings Smartmiles? -Theo

Posted 4 years ago

“Decided to increase my premium by ?500 despite my no claims bonus increasing by a year, main driver turning 21 and a satisfactory driving (black box) score. Customer service is awful - they charge you if you wish to make changes to the account over the phone! Had to make 3 phone calls to cancel my plan and stop it from renewing for another. Found a far cheaper, better run competitor who offers a better service at a cheaper price - shop around!”

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Posted 6 years ago

Hello,? I'm sorry to hear that you didn't have the best experience with us.? We do out utmost to disclose the fees linked to the policy, before during and after the sale of the poicy by sending documents to your online account. I do apologise if this information was missed. Thank you for having been insured with Hastings Smartmiles and I wish you have a more posititve experience with your new provider -Theo

Posted 4 years ago

“25 pound admin fee but somehow I paid 80 more which I don't think understand even we asking multiple times”

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Posted 6 years ago

Hi, if this is in regards to an MTA, we do need to recalculate premiums using new information, which may explain the rest of the ?80 charge. ~Connor

Posted 4 years ago

“Failure to give a straight answer to my query”

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Posted 6 years ago

Hi James, if the issue is still not resolved please contact us on help@hastingsdirect.com so we can pass it onto our SmartMiles team for investigation. ~Connor

Posted 4 years ago

“Whilst it says that this insurance is mainly intended for those who drive during daily hours, by saying that it suggests and says, that if you drive at night, you bring your LOW ScORE back up by good driving during the day. I had a good score for my 52 hours daytime driving but during the 13 days I had the insurance, my 52 minutes night time driving was punished so harshly, I realised that this was in effect a curfew policy in so many words. If you want this policy MAkE SURE YOU WILL NEVER DRIVE AT NIGHT Or YOUR INSURANCE WILL BE CANCELLED”

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(Car Insurance) - Posted 6 years ago

“I tried to cancel my policy and still you took a premium of my account. I no longer own the car but paid ?56 insurance for it - direct debit is now cancelled from my bank however this has left a bad taste.”

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Posted 6 years ago

I am sorry to hear you are dissatisfied. We charge our cancellation fees to cover the costs of administration and try to communicate these clearly at the point of sale. Details can be found in your T&C's. ~Connor

Posted 4 years ago

“When renawal was sent had wrong driving score on took 6 days to sort it out and with a increase in score the price when up too. Then adviser just told me to go to a different company.”

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Posted 6 years ago

I am sorry to hear this. We aim to provide excellent customer service in every interaction, so it is disappointing to hear we have fallen short of those expectations. We will ensure this is fed back for future improvement. ~Connor

Posted 4 years ago

“Setting up the insurance in the first place and keeping track of my score was very easy and I found it quite informative to see how I was driving. The only problem came when I went to cancel the policy and move elsewhere. Despite cancelling the policy by the date I was required to, the full renewal price (some ?500) was taken out of my account. When I phoned to ask for it to be refunded, the advisor was happy to help however upon checking my bank later that day I found that she had not refunded the money and had actually taken the renewal price out of my account again. As a result of this, my account went into it's overdraft and I had to contact the bank to try and avoid any charges for this. I then had to wait for 2/3 days for the refund to come through the banking system and so was left with no money in my account and day-to-day bills still coming in. I was disappointed with the lack of support Hastings gave me in light of the fact they took just over ?1,000 from my account.”

Helpful Report

Posted 6 years ago

I am very sorry to hear this and understand your frustration at the situation. You may want to explore logging a complaint using the e-mail form on the link below. https://www.hastingsdirectsmartmiles.com/contact ~Connor

Posted 4 years ago

“Be able to increase your score if it has been reduced”

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Posted 6 years ago

Hi,?? For lots of tips on ways to improve the score just get in touch with us and we'll be more than happy to help you bring it up?? ~Joe?

Posted 4 years ago

“Have been the hasting smartmiles for 4 years now and on my fourth year my insurance is nearly still as high as it was in my first year even though I always score 80 and above on my black box score. I got charged ?250 premium for moving house and the staff are never overly nice when I?ve had to ring up.”

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Posted 6 years ago

Hi Lauren, Thanks for he feedback and review, I'm sorry your premiums hasn't been what you had hoped but I am glad to hear your score is quite high. Hopefully we're still highly competitive in the market for you each year?? ~Joe

Posted 4 years ago

“I phoned regarding my renewal quote. Initially on the phone I was asked to answer some security questions, I gave my address, policy number on my documents which I held in front of me. My policy could not be found by the lady I was speaking to, she was very impatient and told me I wasn?t insured by this company. I got this sorted when I called a second time, this was due to a mix up in addresses, I recently moved but did phone 6 months ago to change this but there were no records to say this had been changed. When the lady who I was speaking to told me my policy didn?t exist, she put me on hold and ended the call - this did not impress me as I then had to call back, waits few minutes for an advisor to become available and then explain it all again! When phoning the second time, the gentleman managed to find my policy as I gave my previous address etc. He was very helpful. My renewal quote was the best one on the market. Therefore, I am staying with Hastings Direct. However, if I had found a better deal elsewhere I would have changed companies based on the poor customer service I received when calling the first time.”

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Posted 6 years ago

Hello, I'm sorry to see that the customer service you initially received didn't meet the standard you deserve. I'm glad we were able to provide you with competitive price and thank you for stating with Hastings Direct despite the experience you had. We really appreciate your custom -Theo

Posted 4 years ago

“My first phone call was handled very poorly and when asked to speak go a manager I was told that evening there was not one on duty. Left hanging on hold for 20 minutes.”

Helpful Report

Posted 6 years ago

Hi, I'm sorry we were not able to offer you a manager right away however if you need to discuss something you don't feel our CS team can help with, please email help@hastingsdirect.com ~Joe

Posted 4 years ago

“When I first had my black box installed the mechanic didn't put my dash board back properly and ever since it has rattled. When I contacted smart miles about this they were rude and to quote said "if you told me the sky was green is have to believe you" and said they wouldn't do anything about it. I go to renew my policy this year and no movement on the price, only insurance company I know that doesn't adjust there price to keep a customer!”

Helpful Report

Posted 6 years ago

Hi, thank you for taking the time to comment.? I?m sorry to hear that the customer service you received was below expectations. We do strive to provide excellent service and it is disappointing to hear that on this occasion we did not deliver. We do have a complaints procedure, details of the ways you can contact us can be found on or website www.hastingsdirectsmartmiles.com.? Please get in touch should you wish to raise a complaint and we?d be happy to investigate your concerns further. ~Connor

Posted 4 years ago

Hastings Direct Smart Miles is rated 3.3 based on 1,960 reviews