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 was unable to renew my insurance online”

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Posted 7 years ago

“not very good experience very pushy with fitting smart miles box and that was a rubbish experience too”

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Posted 7 years ago

I am very sorry to hear you had a poor experience. We will take your feedback on for future improvement. ~Connor

Posted 5 years ago

“Back in May i notified Hastings of a very small incident in my car, whereby my car and another slightly clashed wing mirrors. I didn't make any claim and neither has the other party as we never took any details from each other. When it came round to receiving my email regarding my renewal this month, my premium had shot up and my no claims bonus had been taken away from me. I was given no prior warning or explanation as to why this was, just left me to find out for myself. I was told that for 6 months after the 'notification' they have to leave the channel open for a claim and therefore I now have to pay ?30 a month for my insurance because of this and I have no choice to go with another company because I don't have my no claims so it's quite clever how they do it really. I sincerely hope my premium will go back down when they find the people don't claim because they have absolutely no details and there was no damage done for a claim. Also just to add that when I was sent my renewal last year, I renewed after seeing how good the price was, only to receive an email a few months back to tell me i'd actually been paying more and they had only just noticed the mistake. I might add as well that I was told the 'notification' may still affect my premium despite a claim not being made and I find this shocking as the first person I spoke to on the phone said I had one of the best driving ratings he has seen in a very long time.”

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Posted 6 years ago

Hi there, Thank you for your feedback. I'm sorry to see that you have been given conflicting information regarding notifying of the 'incident' that you had back in may. Unfortunately it is your duty to inform your insurer of any misdemeanours that may occur. If the other driver had gone home and decided to make a claim against you, we would potentially only have his version of events. This does get wiped from your policy after 6 months but I completely understand how frustrating this must be for you. Its great to see you have a high driving behaviour score though.~ Jamie

Posted 5 years ago

“Decided to increase my premium by ?500 despite my no claims bonus increasing by a year, main driver turning 21 and a satisfactory driving (black box) score. Customer service is awful - they charge you if you wish to make changes to the account over the phone! Had to make 3 phone calls to cancel my plan and stop it from renewing for another. Found a far cheaper, better run competitor who offers a better service at a cheaper price - shop around!”

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Posted 7 years ago

Hello,? I'm sorry to hear that you didn't have the best experience with us.? We do out utmost to disclose the fees linked to the policy, before during and after the sale of the poicy by sending documents to your online account. I do apologise if this information was missed. Thank you for having been insured with Hastings Smartmiles and I wish you have a more posititve experience with your new provider -Theo

Posted 5 years ago

“The chap was very pleasant but my goodness the experience was painful. I was on the phone for approx 47 minutes just to pay and I still haven?t received an email receipt!!! Instead you?re quick to send me several email survey requests.”

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Posted 6 years ago

Hi there,I'm sorry that the process seems to have been a negative one when trying to make a payment. Hopefully by the time you receive this response, you will have received your receipt. ~ Jamie

Posted 5 years ago

“Staff can be rude on the phone.”

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Posted 7 years ago

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

Posted 5 years ago

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

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Posted 6 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 5 years ago

“I wouldn't normally post this but since I got an email asking for feedback... I emailed about my insurance renewal, as they sent me a price and said that I was saving ?200 from last years insurance quote, when in actual fact it was only a saving of ?30. I got a holding email from someone in a different department to say that my query would be responded in the next few days. No one did respond to say why the information given to me was wrong. My insurance was then automatically renewed and I'm still not sure why they told me I'd be saving ?200. I had a good experience with them last year though. I probably wouldn't use them again next year as I don't want a black box in my car forever.”

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Posted 7 years ago

Hi, I am sorry to see you were provided with misinformation. I'll be sure to pass your feedback onto our team so they can use it to improve in the future and avoid similar circumstances arising. ~Connor

Posted 5 years ago

“i think telling customers they was sending monthly payments to a third party company and also come out and service the boxes in the cars because I think mine is broken”

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Posted 7 years ago

Hi, if you have concerns over the functionality of your black box I would recommend contacting our SmartMiles team directly on?01733 308 380. ~Connor

Posted 5 years ago

“I think the tracker on my battery is telling porkies when it's giving me31/100 for braking and 40/100 for speed especially when I'm keeping to the speed limits”

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Posted 8 years ago

Hi Greg, Sorry to see you're not happy with your score. It's generated with more input than just whether you keep to the limits for instance how sharply you brake or accelerate. We're happy to help with more tips and advice anytime. Just get in touch on?01733 308 380 and let us know ~Joe?

Posted 5 years ago

“They should NOT have taken payment for the ensuing years' insurance BEFORE the due date: Also i should have been notified that I could protect my no claims bonus BEFORE the payment was taken, I was told on the 'phone last Saturday that had this been the case, I could have done so, but once the payment had gone, no. NOT IDEAL.”

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Posted 6 years ago

Hi there,Thank you for your feedback. I'm sorry to see you have had your policy renew without your prior knowledge. We do send our renewal invitations out 28 days prior to your policy expiring and have a level of responsibility as an insurer to make sure you are always covered. If we don't hear from you, and you have an automatic renewal, your policy will renew. I completely understand how frustrating this can be, especially if you wanted to add additional extras to it and hope you have managed to speak with an advisor to rectify the situation.~ Jamie

Posted 5 years ago

“They would not give me a breakdown of my renewal cost. I only scored 5% for acceleration and would like to know how much this cost when renewing my policy. With a 1.2 engine you have to rev it to climb hills therefore I will always have a low score as you have designed the system for me to fail and in doing this you are costing me more when renewing my policy. My father 'Nigel Wright' has paid my new policy therefore you have my authorization to contact him to discusss further on 07814 034888.”

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Posted 7 years ago

Hi Connor, Sorry we were unable to divulge insurer rating information to you upon request. This is something held by them and not released to us or the public. The telematics box judges G force rather than engine revs so if you lurch or brake sharply, this will affect your score. Also, as you have posted your father's personal mobile number publicly, I would recommend to remove it to protect him from nuisance calls ~Joe

Posted 5 years ago

“I was on hold for 16mins and then transferred on hold another 8 mins for the lady to say she would transfer me again only to be cut off 5 mins later on hold This was to renew my policy, doesn't look good for the future”

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Posted 6 years ago

HI there,Thank you for this review. I'm sorry to see you have had such a negative experience dealing with our Customer Services team. I can only imagine how frustrating this must have been for you and apologise for any distress or upset caused.~ Jamie

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.”

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Posted 7 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 5 years ago

“Good service,box arrived on time & easy to fit.”

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Posted 8 years ago

Sorry to see you reduced your score, if we can help at all please do get in touch with the team? ~Joe

Posted 5 years ago

“My first phone call was handled very poorly and when asked to speak go a manager I was told that evening there was not one on duty. Left hanging on hold for 20 minutes.”

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Posted 7 years ago

Hi, I'm sorry we were not able to offer you a manager right away however if you need to discuss something you don't feel our CS team can help with, please email help@hastingsdirect.com ~Joe

Posted 5 years ago

“Have been the hasting smartmiles for 4 years now and on my fourth year my insurance is nearly still as high as it was in my first year even though I always score 80 and above on my black box score. I got charged ?250 premium for moving house and the staff are never overly nice when I?ve had to ring up.”

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Posted 7 years ago

Hi Lauren, Thanks for he feedback and review, I'm sorry your premiums hasn't been what you had hoped but I am glad to hear your score is quite high. Hopefully we're still highly competitive in the market for you each year?? ~Joe

Posted 5 years ago

“Setting up the insurance in the first place and keeping track of my score was very easy and I found it quite informative to see how I was driving. The only problem came when I went to cancel the policy and move elsewhere. Despite cancelling the policy by the date I was required to, the full renewal price (some ?500) was taken out of my account. When I phoned to ask for it to be refunded, the advisor was happy to help however upon checking my bank later that day I found that she had not refunded the money and had actually taken the renewal price out of my account again. As a result of this, my account went into it's overdraft and I had to contact the bank to try and avoid any charges for this. I then had to wait for 2/3 days for the refund to come through the banking system and so was left with no money in my account and day-to-day bills still coming in. I was disappointed with the lack of support Hastings gave me in light of the fact they took just over ?1,000 from my account.”

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Posted 7 years ago

I am very sorry to hear this and understand your frustration at the situation. You may want to explore logging a complaint using the e-mail form on the link below. https://www.hastingsdirectsmartmiles.com/contact ~Connor

Posted 5 years ago

“Not good on booking side..requested call back nexted day as info not with me.. didn't get one.. phoned myself.. long delays on phone no indication as to how long I might be waiting for my call to be answered 8”

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Posted 8 years ago

Hi, We're sorry for your wait and can appreciate that it needs to improve. I've emailed the team about the callback for you ~Joe

Posted 5 years ago

“I thought the service was poor overall for a number of reasons. One being the lack of information given to me about costs for changing my address and how much it would be etc. Secondly being that the service felt rushed and pressed for time. I was fairly disappointed.”

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Posted 8 years ago

Hi, Sorry to see that you've not been happy with the overall service - we're grateful that you've taken the time to feedback to us here however ~Joe?

Posted 5 years ago

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