Hastings Direct Smart Miles Reviews

Name: Hastings Direct Smart Miles
Rating: 3.33

3.3 Rating 1,960 Reviews

57 %

of reviewers recommend Hastings Direct Smart Miles

3.3

Based on 1,960 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 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 app didn't work correctly. I got an immediate notification of cancelation rather than a notification of my score being 2 points lower than expected, which I didn't know as my information to login with hadn't worked since I got it and I contacted them on various occasions and the problem wasn't resolved. so I moved to another insurance.”

Helpful Report

Posted 5 years ago

Hi There,I'm so sorry to see that you have had to cancel your policy due to your driving behaviour score. This must have been very frustrating and upsetting for you and for that I apologise. We wish you the best with your new insurer.~ Jamie

Posted 4 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.”

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Posted 5 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 4 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 5 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 4 years ago

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

Helpful Report

Posted 5 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 4 years ago

“I was happy for the entire year, great app, was proud with my score of 88/100. There were a few hiccups at the start, where the scores did not match my driving but this was quickly resolved by the customer services team. However, when it came to renewal I thought I was going to get a great discount since they claim you get up to 30% off plus your NCD. The quote I was given was more expensive than any other quote I saw on comparison websites that didn't even know I had a black box (by £100)! This includes from Hastings Direct! I called Smartmiles to discuss the quote and describe my confusion and they said there was nothing they can do, that this is the best they can offer and unfortunately don't do price matches. What a complete con and waste of my time. I am very disappointed that it was for nothing because I have now got a new policy with an alternative company and they can't take into account that I have proved I am a good driver.”

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Posted 5 years ago

“dont be so threatening, be more understanding and take advantage of young drivers.”

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Posted 5 years ago

Hi there,Thank you for your review. I'm sorry to see you feel that we have sent correspondence that has comes across as threatening. We do have a dedicated team to help support and help you trough all matters regarding your policy with us. If you need further assistance, please call 0800 048 2955 and the First Response Unit will be more than happy to help you.~ Jamie

Posted 4 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.”

Helpful Report

Posted 5 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 4 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.”

Helpful Report

Posted 5 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 4 years ago

“Don't appreciate being contacted when I have driven along a bumpy road on the off chance I've been in a crash. Don't appreciate being recorded as driving at 164mph down the A1 when my car isnt even capable of that speed. All this makes me question the accuracy of the data being recorded about my driving habits. Additionally I have a strong suspicion my data is being sold on to claims companies as I am receiving an increased level of unsolicited calls.”

Helpful Report

Posted 5 years ago

Hello there,Thank you for your comments. I'm sorry to see you are unhappy with the calls we make regarding potential incidents. As an insurance company we have a level of responsibility to our policy holders and when you go over a speed hump or pothole at speed its very hard to decipher whether you have been involved in something more serious. If worst case scenario you have been involved in an accident and cant get to the phone we will try to call three time (depending on the severity of the G-Force picked up by the box). If you don't answer we will contact the emergency services with your location to assist you. I appreciate that sometime the speed score goes off the scale but we investigate these thoroughly and they get taken off of any scores or extreme events. ~ Jamie

Posted 4 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 5 years ago

“In almost every way their customer service is bad. Firstly, the app has the wrong number on it, something I have highlighted multiple times to them, They are nice personality wise, and you feel like you will get some assistance and usually do, however it is vague, non confirming and left me with more unanswered questions. One such example is contacting them about the three 'extreme speed' violations on my account, whereby the first contact told me they would be in touch to review this very shortly, and the 2nd contact told me these were all mistakes on their part and that I just ignore the fact their black box recorded me going 120mph.”

Helpful Report

Posted 5 years ago

Hi there,Thank you for taking the time to leave this review. I'm sorry that the level of Customer Service you have received is not as high as you should have received. It must be very frustrating getting conflicting information regarding your speeding and for this I apologise. In these cases its worth asking to speak with a technical advisor or someone that would have the correct information about your speeding events. Hopefully you have no rectified the situation.~ Jamie

Posted 4 years ago

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

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Posted 5 years ago

“Fairly new to Hastings Smart Miles - can you explain why I have 100 for speed, 100 for braking and a big fat zero for acceleration - makes absolutely no sense. Living in a small town I don't get the opportunity to accelerate at such speeds....surely harsh acceleration would lead to harsh braking??? I had a telematics box last year, with Admiral, which recorded Gold score all year - none of this nonsense - and feel that trying to accommodate the acceleration score is actually making me into a more dangerous driver. If I accelerate any less I'll be rolling backwards!! Sort your system out please - it's not accurate.”

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Posted 5 years ago

Hi there, Thank you for taking the time to leave this review. Its really encouraging to see you have a score of 100 for braking, there could be a couple of reasons why your acceleration is so low. Just as an insight, your box picks up G-Force so it would suggest that when you are pulling away you are getting to the speed limit over too short a distance. If you can imagine a cup of water on your dashboard as your braking your not spilling a drop but as you are accelerating you are spilling the water in the cup. We do have a dedicated team who would be more than happy to go through how the box works and give you some really good hints and tips on how to improve. They can be contacted either on 0800 048 2955 or via email at firstresponse@hastingsdirect.com. I hope this helps. ~ Jamie

Posted 5 years ago

“I can?t log onto the dashboard so clicked forgotten details and entered my email and reg in to receive an email which NEVER CAME. Not happy wat the moment and hope Hastings improve”

Helpful Report

Posted 5 years ago

Hello, I'm sorry to see that you struggled to access your online account and I hope that you have since been able to do so. If you've still been unable to sign in, please ring the smart miles customer service team on the free number of 01733 308 380. An adviser will do all they can to assist you -Theo

Posted 4 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 5 years ago

“I was unable to renew my insurance online”

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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...”

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Posted 6 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 4 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.”

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Posted 6 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 4 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 6 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 4 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 6 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 4 years ago

Hastings Direct Smart Miles is rated 3.3 based on 1,960 reviews