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

“Shame I can't give no stars at all. The Smart miles black box is awful incredibly harsh with its ratings.”

Helpful Report

Posted 7 years ago

Hi Christopher, Thank you for your feedback. Sorry to hear you have had a bad experience with our SmartMiles policy. - Jamie

Posted 6 years ago

“only update driver rating/score for bad reasons! Never for driving well for the whole of last year.”

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Posted 7 years ago

Hello, I'm sorry to see that you feel you aren't being rewarded for good driving. ?I hope your score improves soon and reflects this at your renewal -Theo

Posted 6 years ago

“Rude over the phone and she started shouting at me and giving me attitude.”

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Posted 8 years ago

Hi, I'm very sorry to read about your call and can appreciate you're unhappy. If you would like to discuss it further with us, please do let us know ~Joe?

Posted 6 years ago

“Very unhappy with the service from Hastings Direct. They automatically renewed my policy and took money out of my account without giving me any proper warning. They were also very unhelpful whenever I called customer services with an issue. Would never recommend.”

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Posted 6 years ago

Hi there,Thank you for your review. I'm sorry to see you have had such a bad experience with our renewal processes. We do send out our renewal invitations 28 days before your policy is due to renew and as a responsible insurer we will always renew a policy to ensure you are always covered. I do apologise though if this has caused any distress or inconvenience.~ Jamie

Posted 6 years ago

“KEEP SEND IT NASTY REMINDERS ABOUT BEEN LATE BECAUSE OF WORK”

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Posted 8 years ago

Hi there, Thank you for your review, sorry you have had a negative experience. If you have any further issues please contact contact@hastingsdirectsmartmiles.com. - Jamie

Posted 6 years ago

“Communication about when my claim from Jan 2016 would be a good start. I've rung you nothing back”

Helpful Report

Posted 8 years ago

Hi, I'm sorry that you've not had an update - if you give the team a call free on?0800 035 4260 we can explain the current status for you ~Joe?

Posted 6 years ago

“I feel as though the box restrictions aren't explained thoroughly enough when choosing this insurance. When I finally got my car and my insurance I felt a sense of freedom and didn't have to be dependent on someone to take me places. However with the box lowering your score when driving after 10, it affected me when travelling back from work and whenever friends or family needed taking somewhere. I feel as though the box took away the excitement I had to drive.”

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Posted 8 years ago

Hi,? Thank you very much for taking the time to let us hear your feedabck, it is welcome. It's important to be thorough when selecting the right cover for you and while we do our best to explain the product on the phone it is not posible to go over all terms and conditions. I'm sorry that you're not happy with the score but we are always ready to offer advice if you get in touch ~Joe?

Posted 6 years ago

“Shocking.”

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Posted 6 years ago

Hi there,I'm sorry to see you have had such a bad experience dealing with our services.~ Jamie

Posted 6 years ago

“Absolutely rubbish!! And I have definitely not renewed with this company and would not recommended anyone too take out a policy with these!! If I could of not given them any stars I would have done!but it doesn't give you the option....”

Helpful Report

Posted 6 years ago

Hi there,Thank you for your feedback. Its very disappointing to see that you have had such a negative experience dealing with ourselves. ~ Jamie

Posted 6 years ago

“No real effort to help resolve the issue just came off the phone not happy with how the whole thing had been dealt with”

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Posted 7 years ago

Hello,? I'm sorry to hear about the experience you had and that this issue remains unresolved. I hope you can get some assistance concerning this soon. Perhaps you can email the smartmiles team at contact@hastingsdirectsmartmiles.com as an alternative. An adviser will do all they can to assist you -Theo

Posted 6 years ago

“I have called up numerous times to organise this, each time sent to a different number, each time I was on hold for a long time, until I eventually gave up, and a few times the call just ended, and I was cut off. And I was told I could only book a 5 hour window. I work shifts at a hospital, and so this was almost impossible for me to fit around work.”

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Posted 8 years ago

Hi, Thank you for taking the time to review us and let us know about your experience. We are always looking to find ways of making appointments easier for our customers and improve the waiting times for you as well ~Joe?

Posted 6 years ago

“Poor service, spending 45 minutes on hold, writing an email to customer services no one bothering to reply, getting told different information every time I call, would not recommend”

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Posted 7 years ago

I am very sorry to see this. We always aim to deliver a fantastic customer experience, so it's disappointing to hear we have fallen short of these expectations. Thank you for taking the time to leave feedback. ~Connor

Posted 6 years ago

“by sending the information re renewal to the correct e-mail address when notified on several occasions but like this e- mail yet again it has come through to the wrong person as this is her step-fathers e-mail and we no longer live at the same address”

Helpful Report

Posted 7 years ago

HI Katherine,? I'm sorry to see you don't wish to receive emails from us. I will ensure it is removed from the policy and if you are in the position to let him know he needs to give us an alternative it would help him I'm sure ~Joe?

Posted 6 years ago

“Terrible, had my insurance cancelled last time when paying monthly, I drove 11% at night and my score was 4/100 I drove 9% at night this time and my score is 56/100, feels like they wanted to earn some money from cancelling last time but I've paid upfront this time so they can't. Scores are stupid the braking is impossible to keep good unless instead of braking just run people over and go through red lights. Only good thing is they're the cheapest but I'd never go with them if you can afford someone else.”

Helpful Report

Posted 8 years ago

Hello,? I'm sorry to hear that you're having such a negative experience with us. The driving score can be affected by driving during certain time periods and as a result we appreciate that this policy may not be for everyone. I hope that your driving score can be maintained throughout the rest of your policy and thank you for taking the time to leave a review -Theo

Posted 6 years ago

“Charged me ?25 to update my change of address. And the curfew is stupid as it destroys my social life and driving between 10pm and 5am is safer than rush hour.”

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Posted 6 years ago

Hello, I'm appreciate the frustration the fee and the measuring variable concerning the time would have caused. Hastings Smart miles do their utmost to disclose all fees and the measuring variable before the policy is purchased as they appreciate that the policy may not be suited for all drivers. I do apologise if you missed this information-Theo

Posted 6 years ago

“Due to a system error, my policy was renewed when I asked for it not to be renewed. 2 days after I got a letter to say my policy had been cancelled, the money was taken out of my account. As I had already paid for car insurance with another provider, this meant I had paid 2 lots of car insurance at over ?400 each which could have put me in serious financial difficulty. Contacted customer services who refunded me the money, but not impressed with what has gone on. The review also says 'thanks for renewing' - well I haven't renewed so that's a load of rubbish! Also the black box system is fine but it seems that if you were out at 10.01pm one evening you had a score of 0 in the time of day section for that day. Surely it would be better to have a graded system due to the time e.g. 75% for 10-11pm, 50% for 11-12pm, 25% for 1-2pm etc - like all of the other measuements taken. Also would have been charged ?90 to remove the box which I think is a bit unfair due to the fact that it had to be fitted for the policy to go ahead.”

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Posted 7 years ago

Hi,? Thank you very much for your feedback, I am sorry to hear the policy was renewed by accident but I'm glad that it has been resolved without you having financial worries. As the renewal thanks is automatically set to go out unfortunately you received that as well, apologies ~Joe?

Posted 6 years ago

“I do not rate smart miles at all as a good insurance company. I had two extreme speed warnings that I questioned both of ! The warning told me I had gone over 90 miles an hour on both occasions ! My car will literally not go that fast. I will not recommend this company to anybody !! I?m so glad to be out of the contract !”

Helpful Report

Posted 7 years ago

Hi there,I'm sorry to see you have had such a bad experience with our Smartmiles policy. Unfortunately we do have occasions where our boxes pick up incorrect road speeds but rest assured we investigate each extreme speeding event and verify it. If it is deemed to be an error with our systems, this does not have any impact on your policy. I'm sorry to see you have gone to another provider but with you the best with them.~ Jamie

Posted 6 years ago

“My car was written off by Hastings in April 2017 However after this I received further phone calls about the box being inactive and needing a new one (even though the car was no longer on the road) I then received further calls regarding payment on the policy which was cancelled when the car was written off Later the policy was then renewed without my permission on the same car that was written off earlier this year. My experience with Hastings has been terrible and the customer service over the phone appalling with bad attitudes and inexperienced agents I would not recommend, especially on a ?2k a year policy for a new driver”

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Posted 8 years ago

Hi, Thanks very much for taking the time to feedback your experience - I'm sorry you weren't happy with it. Hopefully we were able to explain to reasons that the policy needed payment and renewing when you called but if you do need further help you can alwasy get in touch and we'll be happy to talk to you? ~Joe?

Posted 6 years ago

“Awful company !!! Never go with them!!! Rude employees ! Scam !! Black box is a total scam makes up you have bad score when you don?t!! Money grabbing !!”

Helpful Report

Posted 6 years ago

Hi there,Thank you for your review. I'm sorry that you feel we have not given you a good enough service and that our staff were not professional enough, it's very disappointing to see you have had such an negative experience and apologise sincerely. ~ Jamie

Posted 6 years ago

“I was wrongly charged to renew policy that was cancelled 6 months ago due to the car being written off by this insurance company. When I phoned to get a refund I did not get one word of an apology from the person I spoke to. When I was finally refunded almost ?600 that was wrongly taken from me I noticed I was charged an admin fee for YOUR admin error! Fortunately not all of your staff is as unhelpful as the first person I dealt with and over a week later I finally received all of my money. Absolutely appalling service and I will not be returning to this company!”

Helpful Report

Posted 8 years ago

Hi, Thanks very much for letting us understand the issues that you've had - customer feedback is really important to us so. I'm glad that we did get it sorted in the end and apologise for the initial problems and service ~Joe

Posted 6 years ago

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