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

Visit Website

Write Your review

Tell us how Hastings Direct Smart Miles made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“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 6 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 5 years ago

“Overall are a great service provider but the smart dashboard is completely wrong I have had 0 for acceleration for a year now. Checked the reviews online and there are thousands of people with the same problem. I'm just scared of my insurance bouncing.”

Helpful Report

Posted 8 years ago

Hi, I'm sorry to see you've been having problems. Have you raised your concerns with our SmartMiles team? ~Connor

Posted 5 years ago

“It could be improved by giving real and accurate ratings. The ratings did not reflect a true interrpretation of my driving. The only good thing was the price was lowered, the score was however wrong”

Helpful Report

Posted 6 years ago

Hi there,Thank you for your feedback. I'm sorry to see you feel the scores were inaccurate, if you are not sure, or want to question any of the scores provided, we have a dedicated team that can talk you through them. You can contact the First Response Unit on 0800 048 2955.~ Jamie

Posted 5 years ago

“I found it impossible to get through to you by phone. i kept being asked to press a number depending upon what I wanted to talk about but whatever number I pressed I kept being asked to press another number and so on and on. In the end I gave up.”

Helpful Report

Posted 8 years ago

Hi, Sorry for your wait, we're aware that it's too long and are working hard to improve in this area. Thanks for the feedback regarding the menu - we're always looking at simplifying the process ~Joe

Posted 5 years ago

“I phoned regarding my renewal quote. Initially on the phone I was asked to answer some security questions, I gave my address, policy number on my documents which I held in front of me. My policy could not be found by the lady I was speaking to, she was very impatient and told me I wasn?t insured by this company. I got this sorted when I called a second time, this was due to a mix up in addresses, I recently moved but did phone 6 months ago to change this but there were no records to say this had been changed. When the lady who I was speaking to told me my policy didn?t exist, she put me on hold and ended the call - this did not impress me as I then had to call back, waits few minutes for an advisor to become available and then explain it all again! When phoning the second time, the gentleman managed to find my policy as I gave my previous address etc. He was very helpful. My renewal quote was the best one on the market. Therefore, I am staying with Hastings Direct. However, if I had found a better deal elsewhere I would have changed companies based on the poor customer service I received when calling the first time.”

Helpful Report

Posted 7 years ago

Hello, I'm sorry to see that the customer service you initially received didn't meet the standard you deserve. I'm glad we were able to provide you with competitive price and thank you for stating with Hastings Direct despite the experience you had. We really appreciate your custom -Theo

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 7 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 5 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 7 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 5 years ago

“I have had endless trouble with Hastings smart miles trying to complete the simple task of renewing my insurance! If they weren't offering the cheapest renewal price which was ?20 cheaper then a new policy I would definitely of cancelled. Full payment of the renewal had been attempted to be taken from my bank account the day before I had decided to renew my insurance, even though I had requested when buying my first year not to have an automatic renewal and have proof of this in the proposal email. After hours spent calling a number of times trying to get the right information and being spoken to in a condescending manner I decided to renew my insurance but go for the monthly payments, which I must add the Asian lad I spoke to, for once was very helpful and did everything successfully on his part. A few days later I had an email come through to say that the attempt to take the full payment previously had failed and my policy would be cancelled on the 20th if I do not pay in full. Wasting more of my time I then called back to be told they apologise and that the finance side had not received my payment details and would be sorted straight away. The payment has still not been taken from my account, here's hoping I still have car insurance!”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to read about your experience and can appreciate your frustration. We've asked the SmartMiles team to take a look and give you a call to confirm the status of your policy. Hopefully it will alleviate your concerns and we can improve your perception of he service ~Joe?

Posted 5 years ago

“App doesn't work, I've logged my details but it stays in the loading screen for about 20mins and nothing happens. The smart miles box is fitted correctly although wasn't the easiest, specifically the battery fittings are far too small!”

Helpful Report

Posted 8 years ago

Hi, If you clear your browser's cache and reload it may help. After that, our call centre team an continue to check in to the issue with you ~Joe?

Posted 5 years ago

“couldnt make the app work with the user name and password recieved from Hastings”

Helpful Report

Posted 8 years ago

Hi, Thanks for the review, your issue might be resolved by doublechecking that you have login details for both the app and the online account as they are different ~Joe?

Posted 5 years ago

“When I first had my black box installed the mechanic didn't put my dash board back properly and ever since it has rattled. When I contacted smart miles about this they were rude and to quote said "if you told me the sky was green is have to believe you" and said they wouldn't do anything about it. I go to renew my policy this year and no movement on the price, only insurance company I know that doesn't adjust there price to keep a customer!”

Helpful Report

Posted 7 years ago

Hi, thank you for taking the time to comment.? I?m sorry to hear that the customer service you received was below expectations. We do strive to provide excellent service and it is disappointing to hear that on this occasion we did not deliver. We do have a complaints procedure, details of the ways you can contact us can be found on or website www.hastingsdirectsmartmiles.com.? Please get in touch should you wish to raise a complaint and we?d be happy to investigate your concerns further. ~Connor

Posted 5 years ago

“The concept is good drive well and pay less BUT i am a very experienced driver never brak hard (unless something like an amber gambler or someone stepping out suddenly very rare occasion) i change down the gears well before traffic lights or stop signs , and never get a score for braking. Acceleration 100 % speed 90% times of day 65 % i have tried not to break at all just slowing down withthe gears gently to a stop and STILL 0 for braking !!!!!! Explain PLEASE”

Helpful Report

Posted 6 years ago

Hello Arthur, Thank you for taking the time to leave us a review. Our SmartMiles team should be able to look into your scores and discuss this matter further with you. If you would like to contact the team then you can call them on 01733 308 380. ~ Amber

Posted 6 years ago

“I generally had good experiences with the company, however I braked sharply the other day (prior to this, my scores on everything were 100) because a car in front of me failed to brake in enough time and now much braking score is stuck on 15 and won’t go up? Like I said, there was one trip where I needed to brake sharply but since then I’ve been making sure not to and still there’s been no change, whether this be an increase or decrease in score.”

Helpful Report

Posted 6 years ago

Hi there, Thanks for your review. Sorry to see you have not received the service we strive to provide. Our team in Smart\Miles are available to offer you tips or helpful hints on how you can improve your driving score as you may be effecting it without realizing. You can reach the team on 01733 308 380 and they will be able to look into this for you. ~ Harriot

Posted 6 years ago

“My telematics box fitting was due between 9am and 1pm. I phoned smart Miles at 1:30 as no one had turned up Someone turned up at 3:30 We weren’t notified that they would be late, so I was unhappy with the service”

Helpful Report

Posted 6 years ago

Hi there, Thank you for your feedback, I'm really sorry to read you wasted your afternoon and nobody contacted you to make you aware that the engineer would be late. Hopefully you have not had any issues since. ~ Jamie

Posted 6 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.”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 7 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 7 years ago

“Whilst it says that this insurance is mainly intended for those who drive during daily hours, by saying that it suggests and says, that if you drive at night, you bring your LOW ScORE back up by good driving during the day. I had a good score for my 52 hours daytime driving but during the 13 days I had the insurance, my 52 minutes night time driving was punished so harshly, I realised that this was in effect a curfew policy in so many words. If you want this policy MAkE SURE YOU WILL NEVER DRIVE AT NIGHT Or YOUR INSURANCE WILL BE CANCELLED”

Helpful Report

(Car Insurance) - Posted 7 years ago

“This company is shocking. They don't take into account that motorway driving is different to driving on normal roads and then I got a load of calls from customer services saying I had been in 195 accidents and just basically causing trouble, I drive a fiat 500, I doubt my car would survive 1 accident let alone that many! So in the end I cut my policy short and went with someone else and even then they short changed me in the refund (as I paid for the full year).”

Helpful Report

(Car Insurance) - Posted 7 years ago

“Don't bother using if you have to accelerate slightly faster to get up very steep hills and pull out on to National Speed limit roads, all whilst going to and from work before 5am and after 10pm.”

Helpful Report

Posted 8 years ago

“I need help as my sons braking score says 0 but his acceleration is 100. My husband went out with my son to see what he drove like and it was fine. My husband then drove the car he has been driving for 30 yrs without any problems but still braking is low. Anyone any advice and will they cancel the policy? If I cancel will there be a charge?”

Helpful Report

Posted 8 years ago

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