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

“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 7 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 5 years ago

“review the car you are insuring to see if a smartmile can be fitted”

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Posted 8 years ago

Hi, Thanks for your review - if we can help you in any way improve our stars please do let us know and we'll be more than happy to help ~Joe?

Posted 5 years ago

“I had to wait over 30 mins to get my appointment call answered. Then I was informed on that day of the installation visit that the engineer could not make it so I have had to re-arrange for today. Yesterday I received an email written in very threatening and upsetting language telling me my policy had been cancelled - the small print then advised it wouldn't be if I got the smart box fitted within next 7 days.”

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Posted 8 years ago

Hi, Thank you for your feedback, I'm sorry that you didn't find the setup to go smoothly. We are looking into improving this and your comments help us to do so ~Joe?

Posted 5 years ago

“Don't send e-mails demanding ?0-00p and threatening to cancel my policy when I paid in full the week before, then ignore my e-mails. Not a great way to treat customers”

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Posted 8 years ago

Hi, I'm?sorry to see there was an incorrect letter sent to you, I can appreciate that would be frustrating. I have sent your details over to ensure that there are none further after this ~Joe?

Posted 5 years ago

“Not sure where or how (or IF) they record your data accurately, but it's never been a smooth run with them. Over my time with them, they tried to charge me hundreds of pounds I didn't need to pay regarding black boxes etc and took talking to three different workers in order for them to listen and not overcharge me. Then when it came to not renewing my policy, they tried to charge me a further couple of hundred which took another phone call where they advised me other departments were unaware of my cancellation. Customer service is poor and I feel all they want is money, money, and extra money! What says it all is this email was titled "Thanks for renewing with Smart Miles"... I've rang up twice to confirm I'm NOT renewing...”

Helpful Report

Posted 8 years ago

Hi, Thank you for the review - I can confirm that we've cancelled the renewal of your policy and your accounts are not affected. I'm sorry to learn of your other issues and appreciate that your score reflects your experience ~Joe

Posted 5 years ago

“The policy was renewed despite being cancelled! The redeeming factor was that the error was corrected quickly.”

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Posted 7 years ago

I am sorry to see we made this mistake, but pleased to see it was rectified quickly. Thank you for taking the time to leave a review. ~Connor

Posted 5 years ago

“I was expecting my premiums to be reduced after a year with my score at 75 - and all the marketing was telling me that?s what I could expect. But instead they?ve gone up - this is due to higher interest rates. So - what?s the point! I?ll probably leave next year - it?s a con.”

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Posted 7 years ago

“A cheap insurance policy although disappointed every time I logged out and went back to the quote it went up in price in total by ?32 in the 10 minutes”

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Posted 8 years ago

Sorry to see that your price re-rated. Online quotes do fluctuate similarly to hotels or flights on occasion, I do apologise ~Joe

Posted 5 years ago

“On the day I thought it was fine. Agreed renewal and cost. Then received 2 letters in the post from Close Finance. 2 different amounts. I was told insurance company had increased price given - but I wasn?t informed.”

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Posted 7 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 7 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 5 years ago

“The Black Box is very inaccurate, would not recommend. Promises to lower premiums and whilst mine didn't go up, it did not reduce by anything like expect upon renewal. Plus, the algorithms they use to calculate the driving scores are likely faulty, braking never went above 50% despite me being a very careful driver.”

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Posted 6 years ago

Hi there,Thank you for taking the time to leave this review. I'm sorry to see you are not confident with the way the black box works. We do monitor all scores and have a technical team that can go through them with you, they are also on hand to explain how the box works and give helpful hints and tips on how to improve your score. Please call the First Response team on 0800 048 2955.~ Jamie

Posted 5 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 7 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 5 years ago

“Less strict.”

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Posted 8 years ago

Hi, Thanks very much for your review and feeding back your comment - sorry to see you didn't get on with the scoring but hopefully it has helped to understand how insurers see safe driving ~Joe?

Posted 5 years ago

“My smart miles score didn't reset on a new year”

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Posted 7 years ago

Hi Rhia, Thanks very much for the review. I can confirm the score doesn't reset upon renewing and continues as you were ~Joe?

Posted 5 years ago

“The staff at their call centres were their only saving grace, but I felt sorry for them having to deal with these problems which I'm sure are not specific to me. They were a credit to the company although some were (understandably) embarrassed when I explained to them the letters I'd received. Amazing customer service but would never insure with Hastings smart miles again.”

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Posted 7 years ago

Hello there,Thank you for your feedback regarding our advisors. I'm sorry to see you were so disappointed with other aspects of the service we provided for you.~ Jamie

Posted 5 years ago

“The service could be improved by actually listening to their customers views and requests and acting upon them. I didn?t want to renew the breakdown cover as I could source this elsewhere and was informed someone would call me back when I want led to negotiate this years price, however the policy was renewed without me confirming this is what I wanted. Also my driving score has rolled over, I would prefer it to have reset as it is impossible to improve... Can?t wait until next year when I can leave this company behind...”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry to see that you have had issues when renewing with us and that the lack of communication meant you had cover on your policy you didn't require. We do take on board you comments and they will be fed back to our SmartMiles team. - Jamie

Posted 5 years ago

“I cancelled this policy,I am still waiting for my deposit to be returned. I phoned to make sure that the box fitting had been cancelled. Was informed every thing had been cancelled. The box fitters turned up on the Saturday morning. Explain that, what a waste.....”

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Posted 8 years ago

Hi,? I'm very sorry to see that the policy had been cancelled - it is important we get your feedback to learn how we can do out utmost to prevent it so I thank you very much ~Joe?

Posted 5 years ago

“you sent emails to say payment of ?0.00 needed to be made or you would cancel policy. everything had already been paid in full not happy with the service.”

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Posted 8 years ago

Hi, Sorry to see there was an incorrect letter sent out, I can appreciate that would be a frustration. I have sent your details over to ensure that there are none further after this ~Joe?

Posted 5 years ago

“I didn?t get told about my curfew on my box, this was I couldn?t go out between 10pm and 5 am. So I went out at 11pm one day and they gave me a warning, and that was the first time I had heard about my curfew I paid ?1400 for a curfew on my own car ?”

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Posted 7 years ago

Hi Charlie, I am sorry to hear you are unhappy. We do not set a curfew on our policies, but do rate on the time of day in which you drive. Statistics show us you are much more likely to be involved in an accident at night compared to during the day and as SmartMiles a policy encouraging safe driving, we do heavily weight our scores with time of day. I apologise if this was not communicated clearly to you. ~Connor

Posted 5 years ago

“I need to know how well im driving. There is no good way to get up to date info on that. If there is anything other than the app, that also has low ratings, then I haven't been told”

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Posted 8 years ago

Hi, thank you for the feedback - we're always looking at ways to improve our app

Posted 5 years ago

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