Name: Hastings Direct Smart Miles
Rating: 3.34

“My son has just been informed by Hastings smart miles that he is going to have his insurance cancelled because his score has dropped to 40 he’s been told you cancel yr policy or we will and charge you £200 quid when he told them that his ap wasn’t working and that he had called them numerous times to inform them of this she said oh well and hung up on him.he would have qualified for his full year of insurance in 2 months they just scam the young drivers and there’s nothing the kids can do it’s shocking .i want to see proof of his scores going down and I’ll be getting in contact with the FOS as this is scamming the kids when they have paid all this money then just cancel it because they can 😡”

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Posted 5 years ago

Hello Tracy, I do apologise if your son feels he has been treated unfairly. If your score does drop to 40 or below, our first response team will contact you with some suggestions on how to improve your score and will provide you with 200 miles to increase your score before the policy is cancelled. If you’d like to call our first response team directly, you can call them on 0800 048 2955. Alternatively, you can contact us at: socialmedia@hastingsdirect.com. We’ll do all we can to help. ~Ethan.

Posted 4 years ago

“This insurance company is not even worth the 1 star given. People over the phones are useless, the service they provide is shocking, have a time limit, which will seriously effect your score but, they won’t tell you this!!! Then, without telling you, give you 7 days before cancelling your policy.... complete scam !!!! Don’t waste your money or time!!!”

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Posted 5 years ago

Hello Beth, I’m sorry to hear you feel this way and that you’re unhappy with the service provided. We are transparent with our terms and conditions on our website and we do make sure you are aware of those whether you set the policy up online or over the phone. If your score does drop below 40 at any point, we will try and contact you to suggest different ways you can increase your score. If you do have any questions or queries around this process or would like to discuss your policy details, you can contact us at: socialmedia@hastingsdirect.com. We’ll do everything we can do help. ~Ethan.

Posted 4 years ago

“As all the other review state this company will claim your score is low and will cancel your insurance pocketing £200 in the process. It is a scam and their boxes are not fit for purpose and imo deliberately set like this to maximise profit by cancellation of policies so they have no risk but plenty of profit. The staff turnover seems extremely high so when you call back to talk to the same person you spoke to last week you get told they have left, if they can treat their customers so badly I can’t imagine how they would treat their staff. Please lodge a complaint with this company and once they have concluded it make one with the financial Ombusman stating that the box is not fit for purpose. This outfit are not the only ones out there doing this but they seem the most prolific.”

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Posted 5 years ago

Hello, I do apologise you feel this way. We are very transparent with our terms and conditions and we do make sure you are aware of those before setting the insurance up, whether that is over the phone or online. We do require our policyholders to have a score of 40 or above at all times. If you do ever drop below 40 one of our first response team will contact you to suggest different ways of increasing your score. You would then have an extra 7 days to increase your score or the policy would be cancelled. ~Ethan.

Posted 4 years ago

Hello there, I am sorry that you feel this way however I can assure you that this is not the case. If you would like any help from us with your SmartMiles policy or with progressing a complaint then you are more than welcome to e-mail us at socialmedia@hastingsdirect.com ~ Amber

Posted 4 years ago

“Do not use this insurance company. Given 14 days from payment not insurance start date to fit the black box. Only leaving 7 days for us to arrange an appointment on receipt of the car. First appointment they cancelled meaning more time to take off work to wait in. App seems to work randomly and when I called them their support staff said they would ring my son and tell him where he was going wrong....no call!!! Awful expensive experience. Suggest use Woop insurance.”

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Posted 5 years ago

Hello Dean, I'm sorry if the process concerning the fitting of your telematics box was not a straightforward one and I hope that this was resolved for you in the end. I hope your experience has since improved, regardless of the insurer you're with. However if you're still with Hastings Smart miles and need any assistance with your policy please contact the customer service team and an adviser would be happy to help you. They can be reached on 01733 308 380 ~Theo

Posted 4 years ago

“Worst Car Insurance EVER! 1, very highly price at around 2 grand a year for a 16 plate SEAT Ibiza,1.0 Litre. 2, terrible customer service. 3, managers are the worst, i spoke to them about my complaint and he didn't take me seriously. 4, They wanted to cancel my insurance because according to there records I was speeding when I had my mother and brother in the car who can verify that I wasn't speeding. 5. I had a car accident that wasn't even my fault and they wanted to cancel so I cancelled the insurance, making it the best decision I have ever done! I have already made a complain, now I'm pending a response.”

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Posted 5 years ago

Hello Simon, I'm very sorry to read that you didn't have a positive experience with Hastings Smart miles and I hope that the complaint you raised has since been resolved to your satisfaction. If you do need to chase this, please contact the smart miles customer service team on 01733 308 380 so they can check the progress of this for you ~Theo

Posted 4 years ago

“Worst car insurance Please please take notice of the bad reviews, I stupidly didn’t and believed that because they were a big name insurance they would be a good company to go for, how wrong could I be. My daughters insurance is going to be cancelled in 7 days time as like many others because she hasn’t been able to get her scores up from the beginning. The app only updates after every 70 miles, so unlike other black boxes you can’t review your driving score after every journey. My daughter also had a car accident in January and although they have paid out for the car, something that took me countless phone calls to sort( surely that’s their job!) because they are dragging their heels, still not sorted after 4 months( not even got in touch with the witnesses yet!) and they claim is still open, they now want us to pay over £400 for cancelling the insurance!!!!! Please take notice of the bad reviews, do not let your sons or daughters go with this company!!!!!”

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Posted 5 years ago

Hello, I'm sorry to read that your daughter was involved in an accident and didn't have a positive experience with Hastings Smart miles. The telematic box may not update after every journey as they do strive to give drivers a chance to improve their scores over a longer period of time, especially when there is a risk of cancellation should the scores drop to a certain threshold. I really hope that positive progress has been made since the point of this review and that the claim has been now been settled. If you believe that this was poorly handled and the policyholder wishes to raise a formal complaint, please contact the Smart miles complaints team on contact@hastingsdirectsmartmiles.com. If you choose to do this, I hope that a satisfactory resolution can be reached regarding your complaint ~Theo

Posted 4 years ago

“Easy to understand when getting my car insurance quote for the first time.”

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Posted 5 years ago

“Absolutely terrible customer service. Their equipment and data capture is incorrect, you spend hours trying to speak to someone. No one calls back when they say. They speak to you like you are stupid until you explain them through the inaccuracies, calculations and how basic maths principles work. You call a number they give you which tells you they are closed and their hours are 8am-8pm - it's 6pm???”

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Posted 5 years ago

Hello, I'm very sorry if you have had a poor experience with Hastings Smart miles and I hope that your experience and time with us has improved since this review. If you feel as is if you have been spoken to in a poor manner and you wish to raise a formal complaint you can do so by visiting: contact@hastingsdirectsmartmiles.com. A complaint handler would be able to investigate this matter for you. The call centre can be reached on 01733 308 380 on weekdays from 8am-8pm. On weekends the closing hours do change to 5pm on a Saturday and 4pm on a Sunday. I do apologise for any confusion which may have been caused ~Theo

Posted 4 years ago

Hello CH, I’m sorry to hear you feel this way and I do understand the frustration of not receiving a call back when one has been arranged. If you're not sure why your score isn't improving and you feel you've been driving sensibly throughout the year, our first response team will be happy to look into your score and provide some advice on how to improve your score, you can contact them on 0800 048 2955. If you do have any further questions around this process or would your policy information, you can contact us at: socialmedia@hastingsdirect.com. We’ll do all we can to help. ~Ethan.

Posted 4 years ago

“1. Their smart box is very sensitive and will heavily penalise you for slightest errors. It is as if they are on a mission to cancel your policy 2. If you cancel your policy, they will deduct a charge you £45 as a cancellation fee, £100 deposit for smart box PLUS a fee of £90 if you would like to get the smart box removed from your car. Basically £235! So, first they would charge £100 for smart box then an extra £90 just to remove it. And once they remove it, you won't get your £100 back! Never again!”

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Posted 5 years ago

Hello, Thank you for taking to time to leave some feedback with us. The box does measure the G-force of your driving actions and your braking for example does need to be smooth enough to prevent a glass of water on your dashboard from toppling over. I believe it is similar to how you would have been taught by a driving instructor. As a company Hastings Smart miles does strive to disclose all fees and costs before the policy is purchased so I do apologise if that information was missed on this occasion. I really hope that your experience has improved since the point of this review and if you have since left, thank you for having been insured with Hastings Smart miles ~Theo

Posted 4 years ago

“1. Their smart box is very sensitive and will heavily penalise you for slightest errors. It is as if they are on a mission to cancel your policy 2. If you cancel your policy, they will deduct a charge you £45 as a cancellation fee, £100 deposit for smart box PLUS a fee of £90 if you would like to get the smart box removed from your car. Basically £235! So, first they would charge £100 for smart box then an extra £90 just to remove it. And once they remove it, you won't get your £100 back! Never again!”

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Posted 5 years ago

Hello, Thank you for taking to time to leave some feedback with us. The box does measure the G-force of your driving actions and your braking for example does need to be smooth enough to prevent a glass of water on your dashboard from toppling over. I believe it is similar to how you would have been taught by a driving instructor. As a company Hastings Smart miles does strive to disclose all fees and costs before the policy is purchased so I do apologise if that information was missed on this occasion. I really hope that your experience has improved since the point of this review and if you have since left, thank you for having been insured with Hastings Smart miles ~Theo

Posted 4 years ago

“wish I never took out insurance with Hastings, black box app does not work at all. when it did, scoring was terribly. breaking goes down if you break a lot (which is impossible in busy traffic on the way to work when you had to stop and start constantly). now have no idea what my score is like as the app won't work. definitely will be changing after the year ends. no matter how cheap, would not recommend to anyone.”

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Posted 5 years ago

Hello, I appreciate the frustration not being able to track your scores would cause and I hope that this has been rectified since you posted you review. They do recommend that the braking should be smooth enough to the point that a glass of water on your dashboard would not tip over, as a result the severity of the braking is more likely to have an impact on the score than the frequency. You can always contact the smart miles team to discuss your scores or the app by contacting 01733 308 380. An adviser would be able to assist you -Theo

Posted 4 years ago

“Honestly the biggest scam on the Internet. As many other people on this site have mentioned, the braking section is fucked. You brake too harshly a couple of times and that's it, it Goes to 0 and you can never get it back up. Drive safely for 2 months without braking harshly and its still on 0. Because of the braking column your whole rating is low so you let time of day slip once and BAM you've been scammed out of 1400 pounds. Would rather die than continue on with my policy for much longer. Cheers hastings🥰”

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Posted 5 years ago

Hello, I appreciate the frustration this would have caused and I hope that some positive progress has been made with Hastings Smart miles since the time of your review. I appreciate that you may have moved on to a new insurer since this was posted, however if you do need to discuss your scores and they are proving to be problematic, please contact the First Response Team on 0800 048 2955. An adviser would be more than happy to help you ~Theo

Posted 4 years ago

“I've had my Black Box for 5 months and I am a careful driver, I went out once late at night after the curview they give u (which btw is pure bs I've spend 12% driving at night and have a score of 40 out of 100 which makes sense) I was driving below speed limit by about 5mph as there was a police car in front of me, yet the morning after I had my speeding go down from 100 to 90 which didn't make sense especially as the road I was driving down is full of speed cameras. My acceleration on the other hand is 15/100 when I accelerate as I was tault to by my driving Instructure, I have a 1.25lt so on hills I put my foot down slightly but I'm not please at all with my Expirence with this Black Box and I pay £2700 for my insurance at the age of 18 which is more than any1 ik”

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Posted 5 years ago

Hi Ben, Sorry that you feel you have had a negative experience with our SmartMiles policy. If you would like to discuss your driving scores in more detail then you are welcome to contact the SmartMiles team on 01733 308 380. Thank you for taking the time to leave us a review. ~ Amber

Posted 4 years ago

“I took out a policy for my nephew a month ago and his score has been getting increasingly lower even though I have been diligently observing his driving myself. I'm also a named driver so have been driving it myself for the past 4 days and score has got even lower! I've been driving almost 30 years with no accidents! they have emailed to say they will cancel the policy if there's no improvement in 200 miles. I have emailed Hastings today for an explanation on why this is happening?? awaiting response. Rest assured that if I'm not happy with the way this is handled I will also contact BBC watchdog with my concerns over Hastings.”

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Posted 5 years ago

Hi Sarah, I do hope that you and your nephew managed to increase his driving scores. Our SmartMiles team are contactable on 01733 308 380 and are always happy to provide tips on how to increase driving behavioral scores. ~ Amber

Posted 4 years ago

“Acceleration has stayed on 0 the whole time I’ve had the policy (when I set off slower than most), told I was doing 65 in a 30, at 08:22 (rush hour) just before a roundabout, with cars parked on both sides and speed bumps all the way down that road. If these are their findings, what’s to suggest all the other readings from the black box are valid. Worth spending an extra couple of hundred pound and going with another insurance company.”

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Posted 5 years ago

Hello, I am sorry if you feel you've had a negative experience with our SmartMiles policy. If you would like to discuss your driving scores further then you can contact the SmartMiles team on 01733 308 380. ~ Amber

Posted 4 years ago

“First I was insured for £1500, first year with a score of 75 renewal was really good £575. But second year was the problem which I was scored higher 85 but renewal was £900 that's £325 higher on a better score?? Please someone explain this to me.”

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Posted 5 years ago

Hi Kess, I am sorry that we weren't able to offer you a competitive renewal quote in your second year, despite your increased driving score. Our prices and ratings fluctuate regularly and prices are set by the underwriters so I am afraid I cannot provide an exact reason as to why your renewal was much higher than the year before. Thank you for having insured with us for two years and thank you for taking the time to leave us a review. ~ Amber

Posted 4 years ago

“The concept is good drive well and pay less BUT i am a very experienced driver never brak hard (unless something like an amber gambler or someone stepping out suddenly very rare occasion) i change down the gears well before traffic lights or stop signs , and never get a score for braking. Acceleration 100 % speed 90% times of day 65 % i have tried not to break at all just slowing down withthe gears gently to a stop and STILL 0 for braking !!!!!! Explain PLEASE”

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Posted 5 years ago

Hello Arthur, Thank you for taking the time to leave us a review. Our SmartMiles team should be able to look into your scores and discuss this matter further with you. If you would like to contact the team then you can call them on 01733 308 380. ~ Amber

Posted 4 years ago

“Worst company I have ever come across. Had an accident, man left the scene when I called to report it was told ot wasn't my fault and that my NCD wouldn't be affected. 5 MONTHS LATER I'm still awaiting an outcome and my insurance has gone up and they've taken my NCD because "the case hasn't been closed yet" and "they're not pushing for the case to be closed" as I haven't claimed for any damage. I haven't claimed as I'm not paying £600 to be given MORE false information and for them to just take my money and do nothing for it. I was lied to on multiple occasions and even lied to someone else who was dealing with my claim..”

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Posted 5 years ago

Hi Paige, Sorry that you've had a negative claims experience. The accident circumstances may suggest that you are the non-fault party however if the third party's insurers are disputing liability then your claim would remain open and your no claims bonus years would be temporarily reduced until liability has been resolved and it is confirmed that you are not at fault for the incident. I am really sorry for any inconvenience that this may cause. If you need further help with this matter then you are welcome to contact our claims customer service team on 0333 321 9800. ~ Amber

Posted 4 years ago

“My son has been with hastings about three months and the black box is absolute rubbish! Getting score up is impossible! The black box does not pick up his breaking unless he has had to break sharp due to another driver. He’s tried everything to get high score but now they are saying they are cancelling insurance!! He has called many times and all he gets told is try and get score up! How??? It doesnt work!!! Now he has 7 days till cancellation and got to pay hastings when its them cancelling!!! Worst company ever for customer service! Plus now they are cancelling insurance his insurance with another company will double! Hastings seriously sort out the black boxes you supply because direct line boxes work perfectly and customer service is far better!!!!”

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Posted 5 years ago

Hello, Thank you for taking the time to leave us a review and I am sorry that you feel you've had a negative experience with us. We would have contacted your son with an initial pre warning letter when his score dropped below 40. After this we would have given him the opportunity to lift his score above 40 and the first warning would only have been issued if he didn't increase his score after either 50 miles of driving or 5 journeys. Failing to do so, we would then have issued your son with a second warning only after 200 miles worth of driving. If your son didn't increase his score in the 7 days after his second warning was issued, only then would we look to cancel his policy. We are sorry to lose your son as a customer but ultimately black box policies are based on driving behavioral scores. ~ Amber

Posted 4 years ago

“My son has a smart miles box, his driving is fine. his box has recorded he has had an accident which he hasn't had. the car is showing that it has been driven to places that it hasn't when the car is stationary The stress this has caused as we have been threatened with insurance cancellation on more than one occasion. the customer service is non-existent, I have asked for a callback now on three occasions. My son had a black box last year with no issues whatsoever, his driving has not changed he is a sensible driver that drives approximately 50 miles per day on the motorway yet the box is not rising above 36”

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Posted 5 years ago

Hello Lisa, I am really sorry that your son has had so much trouble with his black box and I do apologise that you didn't have a positive customer experience with us. If you believe that the black box is faulty then it is best to call the SmartMiles team on 01733 308 380 to discuss this further and if you would like to raise a formal complaint due to this experience then you can do so by following this link: ow.ly/rgmi30jT3rR ~ Amber

Posted 4 years ago


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

Hastings Direct Smart Miles Reviews