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

“Bunch of thieves that try and cancel your policy, consistently complaining about everything they can to get rid. Just a con”

Helpful Report

Posted 6 years ago

Hi Marcie. I'm really sorry to hear that you didn't get the level of service that we would expect for all our customers. I'll pass on your feedback for you and I hope this was all resolved for you ~ Sophie

Posted 6 years ago

“dreadful. Ended up cancelling the policy. Had an appointment booked in for 12th June and was later told this was not possible. The person on the phone said my only option was to cancel the policy and purchase a new one. I have taken my business elsewhere”

Helpful Report

Posted 8 years ago

Hi, I do apologise that we couldn't ensure your box was fitted in time - I have passed your experience onto our team to learn from ~Joe?

Posted 6 years ago

“Very poor, takes over 10 minutes to talk to someone, then cuts off & then when you do finally speak to someone they are rude & don?t want to make any effort to help you.. or actually listen to what your saying & talk over you half the time.. Not all staff but most. If it wasn?t for Megan (manager) for being so helpful & understanding then I wouldn?t of stayed. Thankyou Megan”

Helpful Report

Posted 7 years ago

I am sorry to hear this. Customer satisfaction is of the utmost importance and we will do our best to improve for the future, but I am also pleased to hear our manager restored your faith in our service. I will ensure your kind words are passed on. ~Connor

Posted 6 years ago

“Was really unhappy with how much my car insurance went up when moving to a different city despite my car being left in a 24 hour security car park. Find it very limiting not being able to drive slightly past 10 and I feel on some occasions it should be acceptable if you have a valid reason. Would not recommend as a car insurance provider”

Helpful Report

Posted 7 years ago

Hi Tamsin, Sorry to see you had an additional premium to cover the car at your new address. You can drive after 10:00pm as we do not impose a curfew - it will simply decrease your time of day score? ~Joe?

Posted 6 years ago

“Ask a customer how they want to pay each year. Do not assume they will respond the same each year.”

Helpful Report

Posted 7 years ago

Hi there,Thank you for your review. I'm sorry to see you were not given the opportunity to decide which way you wanted to pay for your insurance. Your comments have been passed back to the Smartmiles team for future reference. ~ Jamie

Posted 6 years ago

“Excellent”

Helpful Report

Posted 6 years ago

Hi there,Thank you for taking the time to leave this review. Its great to see you are happy with the service we have provided us for you so far.~ Jamie

Posted 6 years ago

“Hastings Direct SmartMiles do not value their customers, they sell the black box as reducing your premium if your a safe driver, yet despite me having a good driver rating score and no insurance claims they more than doubled my insurance this year and refused to reduce this even though on comparison websites they showed a cheaper price! I will never use them again! Their sales agents were rude and the company does not value their customers!”

Helpful Report

Posted 6 years ago

Hi there,Thank you for taking the time to leave this review. I'm sorry that you have ha such a bad experience using our SmartMiles insurance and have not received the renewal quote you were expecting. I also apologise that you feel you were mistreated by our staff and found them rude. I hope you have managed to find a policy that suits you and wish you the best with your new provider.~ Jamie

Posted 6 years ago

“Very very poor we have since cancelled with you because you do not know what you are doing”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to read about your cancellation, if you do need any help or want to discuss any aspect of the service just get in touch ~Joe?

Posted 6 years ago

“Yes. You could have sold me a policy, but your operator was unable too retrive a new quote, after I'd failed to pay y renewal premium on tim”

Helpful Report

Posted 7 years ago

HI there,Thank you for your review. I'm sorry to see you have had a bad experience with our service recently. I can only apologise that our advisor had issues retrieving your online quote.~ Jamie

Posted 6 years ago

“Don't take payment before insurance is due to start. Don't send emails saying you are going to cancel cover before you have asked if appointment has been made to fit telematic.”

Helpful Report

Posted 8 years ago

Hi, thanks for the review, I'm sorry you're unhappy. We need to take payment at he point of sale although you can buy for a date in advance if you wish. If you do need any help with the appointment let us know ~Joe?

Posted 6 years ago

“Without any communication at all before renewal date from Hastings we compared and went to another provider for year two. Then literally on the renewal date they messaged thanks for renewing and took ?1200 on my credit card. Still awaiting refund. Hoping this can be easily sorted as until then all went swimmingly.”

Helpful Report

Posted 7 years ago

Hi there,I'm so sorry to see this is the case and that your have been charged for an auto-renew you didn't require. Unfortunately unless we are told that you don't require the policy it does automatically renew. This is because we have a responsibility as an insurer to make sure you are covered at all times, especially if you forget to renew. We will reimburse you the money and if haven't received in it 14 days please call our team on 01733 308 380.~ Jamie

Posted 6 years ago

“my work involves me starting at 4am im 55 and a hgv driver surely they should make some exceptions to the starting time policy as i was punished for the whole year for the time i started work which lowered my score”

Helpful Report

Posted 7 years ago

Hi there,Thank you for your feedback. I'm sorry that you feel that you are being punished for driving to work in the early hours. We are transparent on our website and this time of day score is aimed more for our younger drivers, to protect their safety. In all as long as your other scores are high your time of day score shouldn't affect your overall score. If you have any further issues you can call our dedicated team on 0800 048 2955 or email firstresponse@hastingdirect.com. ~ Jamie

Posted 6 years ago

“Ensure your staff act on telephone requests and confirm quotations with attention to detail. After 3 years you have lost my business due to poor attention to detail and no record of a telephone conversation confirming my renewal notice details!”

Helpful Report

Posted 7 years ago

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

Posted 6 years ago

“Terrible customer service - cancelled policy after 4 days. 11 days on still waiting for refund”

Helpful Report

Posted 8 years ago

Hi,? Sorry to see your refund is taking some time - we know it's frustrating and thank you for your patience ~Joe?

Posted 6 years ago

“The smart miles box rating is impossible to bring back up if it dips low. Ratings are not given in real time or in any concept of time. Changing your driving does not seem to affect the box.”

Helpful Report

Posted 6 years ago

Hi Benjamin. I'm sorry that you feel this way. To hear move about how the averages of the box work you can call our team free on 01733 308 380 and they will explain this in more detail for you. I'll also pass on your feedback to help us improve ~ Sophie

Posted 6 years ago

“Initial price of policy beat all competition, but problems from start of policy were apparent when black box scores showed my acceleration on 0 out of 100, and NEVER went above for the whole year. All other scores were on 100, setting off slower than a snail didn't help, another named driver with 40+years experience couldn't bring it up either. Had a VW data plug installed showing that my acceleration is more than acceptable, Hastings denied any inaccuracies... Stay clear of this company, reading other people's reviews, I was lucky the inaccuracies only extended this far.”

Helpful Report

Posted 6 years ago

Hi there,Thank you for taking the time to leave this review. I'm sorry to see you have had such a bad experience with our insurance and that your acceleration score didn't increase over 0/100. We do have a dedicated team that could have given you really helpful hints and tips to improve your score. Again I apologise that his insurance policy didn't suit you.~ Jamie

Posted 6 years ago

“Bit frustrating because I had called them the day before asking about whether my husband could be the policy holder and they said they had no quotes. Though I had a quote on my computer at the time so asked not to continue my policy when it runs out and they said no problem. The next night they had taken the money from my account and had to wait a few days to get it back after calling them up and saying again I had asked not to continue”

Helpful Report

Posted 7 years ago

Hello, I'm sorry to hear about the experience you had and I hope this has since been resolved. Please contact us if there's any further assistance you may need and I hope you had a good Christmas and New Year -Theo

Posted 6 years ago

“The service was shocking, taking money out of an account that they didn't have permission to use after being told not to renew the policy. We cancelled the policy before the renewal and you still took the money.”

Helpful Report

Posted 7 years ago

Hi,?I am sorry to read about the issue you had, if it needs looking into still please don't hesitate to get in touch on 01733 308 380 and we will be happy to investigate for you?~Joe?

Posted 6 years ago

“The email I've received asking to leave a review states I've purchased on the 16th of August. I don't know exactly what this is, presumably car insurance renewal, though I have received no other confirmation or receipt of this. I contacted the company via phone to ask to renew my insurance, but to pay monthly. The information the phone operator had was not completely correct and, though he said my request would not be a problem. I received another email not long after the phone call, warning that if my insurance was not paid in full it would be cancelled. I have sent an email following this to enquire what exactly is happening, but not received a reply as of yet (though I understand there is a usual delay with emails and do not expect an immediate response). At this moment in time I'm left unsure if I have insurance or not. I don't know it it is related to a computer error or a person error, but is overall disappointing and I am likely to use a different provider, whom I feel will be more reliable.”

Helpful Report

Posted 7 years ago

“The ratings are inaccurate, they're too strict.”

Helpful Report

Posted 8 years ago

Hi,? Sorry to see you felt the scoring system was difficult, thank you for your feedback on it ~Joe?

Posted 6 years ago

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