Hastings Direct Smart Miles Reviews

Name: Hastings Direct Smart Miles
Rating: 3.29

3.3 Rating 2,005 Reviews

56 %

of reviewers recommend Hastings Direct Smart Miles

3.3

Based on 2,005 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The staff not very helpful, or friendly”

Helpful Report

Posted 7 years ago

Hi Jodi, Sorry to see you feel that way, thank you for your feedback. Hopefully your next call will be much better ~Joe?

Posted 5 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 7 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 5 years ago

“Failure to give a straight answer to my query”

Helpful Report

Posted 7 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 5 years ago

“Was nice until I had an issue then argued, tried to add items to my policy and charge me for it without my consent”

Helpful Report

Posted 8 years ago

I'm sorry to see this. Have you raised your concerns with our team? ~Connor

Posted 5 years ago

“On the 4th of April i phoned Hastings about an issue. I had paid for breakdown cover with my insurance yet when i broke down i had no cover with the RAC. I then had to pay ?150 to get a technician to come to my car at the roadside (which i shouldn't have had to pay). The person who answered the call was extremely helpful. I was then told to email a contact address. As of writing it is the 18th and after 2 more reminder emails I am yet to get any sort of response from Hastings. The level of customer service by email is absolutely appalling”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you have had a negative experience and lack of communication from us. Hopefully this has now been resolved. Please don't hesitate in contacting us on 01733 308 380??if this is not the case. - Jamie

Posted 5 years ago

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

Helpful Report

Posted 7 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 5 years ago

“By actually keeping me updated with my policy and updating the app so it?s more reliable, my braking score has been 0 ever since I?ve had the box and that?s regardless of my driving. Poor”

Helpful Report

Posted 6 years ago

HI there,Thank you for your feedback. I'm sorry that you have had issues with the scoring of the box throughout your policy. The box itself updates every 60-70 miles which we feel gives a good representation of your driving. Your box starts updating from the second it is installed and the keys put in the ignition so sometimes its easy to get off to a bad start and lose points on your braking and acceleration. The box generates data through G-force so it would seem that you are leaving your braking too late, hence the low score for this. We do have a dedicated team who would be more than happy to help you with any questions you have surrounding the box data. They can also give really handy hints and tips to improve. You can call the First Response Unit on 0800 048 2955.~ Jamie

Posted 5 years ago

“I don't mind the box so much, except for the fact it restrains you from driving at night. Essentially, acts as a curfew due to the fear of your score being compromised for driving after 10pm, which by the way takes ages to increase for the daytime driving. The discount however provided was amazing, hence cannot complain on the price front, but I guess you get what you pay for.”

Helpful Report

Posted 8 years ago

Hi, Thanks very much for your review and feedback. I'm sorry you weren't happy with how the scores work but I am very pleased to hear you got a great discount? ~Joe?

Posted 5 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 7 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 5 years ago

“My car door blew in the wind out of my grasp into a women's car whom I work with. This happened in a private car park and the women decided to go through my insurance to fix the smallest of dents. You did not tell me she had proceeded to go through my insurance I just got a letter saying you had accepted liability. Wasn't to pleased.”

Helpful Report

Posted 7 years ago

Hi Sophie, We're sorry you weren't happy with the level of explanation regarding the claim - for more information you can speak to the team free on?0800 035 4260 ~Joe?

Posted 5 years ago

“Take long time to dealing with my claim”

Helpful Report

Posted 7 years ago

I am very sorry to see you have been in an accident and hope you are well. There are many contributing factors towards resolving claims which can cause unforeseen delays, but I'm confident we will work hard to close the claim as soon as possible for you. ~Connor

Posted 5 years ago

“The SmartMiles 'black box' just seemed to be very inaccurate - my breaking and acceleration scores were very poor even though I drove as if I was taking my test every journey. The speed score seemed to work fine, but having a curfew at 10:00pm is ridiculous as that isn't that late at all, and often I'd find myself having to come back from work after those hours, again giving me a very poor score. Overall, it did the job in getting my insurance cheaper for the first year but it was the cause of a lot of stress as due to the inaccuracies of its recordings, I nearly wasn't eligible for the discount. - James”

Helpful Report

Posted 6 years ago

Hi there,I'm sorry that you feel the box was inaccurate, especially surrounding your braking and acceleration scores. The box picks up G-Force and require very smooth and gently movements which can take a bit of practice to emulate. WE are very transparent about our requirements with time of day driving as statistically you are more likely to have an accident between the hours or 10pm and 5am. We have this time to protect our policy holders, suggesting they don't drive between these times. Its great though, to see you managed to save some money at renewal and thank you for letting us cover you for another year.~ Jamie

Posted 5 years ago

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

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Posted 7 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 5 years ago

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

Helpful Report

Posted 7 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 5 years ago

“Was good throughout the year but was told 3-5 working days for my ?600 refund.. it's the 7th day now not happy”

Helpful Report

Posted 8 years ago

Hi, I'm sorry to see that your refund hasn't arrived in time - if it is still late, please get in touch on?01733 308 380 and we will look into this for you right away ~Joe

Posted 5 years ago

“No Call, no letter. Quick email. Funds taken”

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Posted 6 years ago

Hi. I'm sorry to hear about the service levels that you received. If you are looking to obtain your documents via letter you can call our team free on 01733 308 380 and they will be able to look into this for you. I hope this is all resolved soon ~ Sophie

Posted 5 years ago

“Customer service skills are brilliant, but they don't seem to listen as I get emails asking or saying something and asking me to repeat myself”

Helpful Report

Posted 8 years ago

We appreciate the feedback and I'll be sure to pass it on to the appropriate department. ~Connor

Posted 5 years ago

“The renewal was easy and good but previously when I signed up I was asked for my ncb proo, which I sent via email. The admin team didn?t pick this up and by the time they did the original premium had gone up by ?13 a month. I made the company aware and someone promised on three different occasions to call me back but they never did. Because of a back log in the admin department I have had to pay the higher premium which I believe should have been given back to me. This never happened.”

Helpful Report

Posted 7 years ago

Hello there, I do apologise for the lack of communication you have received, hopefully this will get resolved sooner rather than later. Thanks - Jamie

Posted 5 years ago

“Different staff giving different advice on the same claim. Unorganised and had to do a lot of legal work myself with the third party due to incompetence of the company. Tried to get a renewal and it was only then I was aware they had two open claims on my account that should have being resolved months ago (both of which were not actually claims) of which started a long winded process of trying to get my no claims discount back to which I was owed.”

Helpful Report

Posted 6 years ago

Hi. I'm really sorry to hear this. I hope that our team were able to get this all resolved for you and I'll pass your feedback on to help us improve ~ Sophie

Posted 5 years ago

“it is ok as i have never talked to them”

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Posted 7 years ago

Hastings Direct Smart Miles is rated 3.3 based on 2,005 reviews