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

“Our experience with this service has been nothing short of awful, we have had a earlier appointment date cancelled by your equipment installing dept, they have now renewed their installing date to the 16/06/ 2017, were just hoping they turn up. Because of the phone calls I have been forced to make in relation to this matter, I used a full ?20 credit on my mobile due to being kept waiting for someone to answer the phone, I feel I should be refunded the full amount. To add to all this, I received a email on the 14th June from one of your depts stating I was about to have my policy cancelled if the equipment wasn't installed by the 20th of June, I would also be charged a ?45 cancellation fee. Can someone advise me what is going on, it seems there is absolutely no information forwarded between depts, I suggest you contact your equipment installation dept & find out what the hell is going on with this service! PS. I have already forwarded the the new appointment email sent by your equipment installation dept which was sent to me recently. Malcolm Shea”

Helpful Report

Posted 8 years ago

Hi, Thank you for your review and comments - I can see you've asked for an update and I can let you know that the box was sent on the 13th so your date on the 16th will be fine. I hope this helps ~Joe?

Posted 6 years ago

“The smart miles box is the worst thing I have ever done.. I don't drive silly and the points you have deducted from the system go on ridiculous things such as acceleration and braking so if you brake to harsh (in their eyes) you have points deducted! Unless you drive ridiculously carefully then the box will be the Bain of your life as it takes points from you so often and is really difficult to regain again! There are too many sections where they can deduct your points from personally if I was ever to get another box I would find an insurance company that only went on the speed and not braking, acceleration, time of day etc”

Helpful Report

Posted 8 years ago

Hi, Thank you for taking the time to review us and leave your feedback. I'm sorry you didn't find it to your liking and that you felt braking should not be scored. We take on board all customer comments to help learn and improve ~Joe?

Posted 6 years ago

“Don't insure with them, their box is always correct and you have no way of proving otherwise even if massively incorrect”

Helpful Report

Posted 8 years ago

Hi,? Sorry to see you're not happy with your scores and the data that the box sends. We're always happy to discuss scores and advise on how to improve them with you if needed, so just get in touch to learn more ~Joe?

Posted 6 years ago

“The policy was auto renewed and my card debited without my prior consent. I had to contact Hastings to get the policy cancelled and funds repaid to my card.”

Helpful Report

Posted 7 years ago

Hi, Thank for the review, I'm sorry to see you didn't want to renew. We do provide notification in writing 30 days in advance of auto-renewal and make you aware the card will be debited. The letter also provides the means to cancel or change the card just so you're fully aware of your options. We do refund renewals should they be completed and not wanted after the fact as well of course ~Joe ?

Posted 6 years ago

“I have cancelled this insurance, on Monday. I do not wish to Renew this insurance. It has been cancelled!!!!!”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to see that you did not wish to continue with us but thank you very much for your custom and also taking the time to review us here ~Joe?

Posted 6 years ago

“Absolutely awful company stay clear, told me there was no cerfew when we took the policy and there was, which drastically kept reducing my driving score, when I asked for advice they advised me to not use my brakes, I live in a very hilly area and this is absurd. Then when I eventually could end the policy I rang three desperate times to make sure it didn?t lapse even had emails to day it was finished, then received an email out of the blue thanking me for renewing! Thank god I had cancelled the direct debit. I would advise anyone to avoid this company like the plague”

Helpful Report

Posted 6 years ago

HI there,I'm sorry to see you have had such a bad experience with our SmartMiles insurance. We are as transparent as we can be about driving between the hours of 10pm and 5pm, so if this wasn't made clear to you I apologise. We wish you the best with your new provider.~ Jamie

Posted 6 years ago

“Unhelpful and don?t call back when they say they will. 2 years of the same issue that was never sorted so not great”

Helpful Report

Posted 7 years ago

Hi,? If you email help@hastingsdirect.com I can ensure that the issue is investigated for you. Just reference this review and provide your policy details? ~Joe

Posted 6 years ago

“inform customers in advance of cancelling a contract to allow them to resolve a genuine mistake when applying for insurance”

Helpful Report

Posted 8 years ago

Hi, I'm sorry to see you didn't receive the correspondence sent, if you want copies you can give the team a call and we'll reissue them ~Joe?

Posted 6 years ago

“Shocking service. Score system doesn?t work due to scores not moving. If car is out after 10 pm the score goes down by 5 and this takes 7+ days to get back up. When called they had no explanation. Poor poor service.”

Helpful Report

Posted 8 years ago

Hi Craig,?Thank you for taking the time to review Smartmiles. Time of Day is one of the four elements we measure to calculate your driving score, Although there tends to be less traffic at night it is a more dangerous time to drive. Road casualty statistics from ROSPA show that 40% of collisions occur in the hours of darkness. It is for this reason that we weigh this element more heavily than some of the others. If you would like further information please contact our SmartMiles team directly using the e-mail form on the link here;?https://www.hastingsdirectsmartmiles.com/contact? ~Connor

Posted 6 years ago

“Really disappointed with renewal quote especially with a 73 score on my driving for the year”

Helpful Report

Posted 7 years ago

Hello there, I'm sorry that you are not happy with our renewal quote, have you spoken to our Renewals team? They may be able to help further? Thanks - Jamie

Posted 6 years ago

“Awful”

Helpful Report

Posted 8 years ago

I'm very sorry to see you aren't happy with the service. If there's anything we can do to help please get in touch ~Joe

Posted 6 years ago

“It was disappointing to find the lack of support and customer care when I contacted Hastings Direct SmartMiles and explained that I was having difficulty installing my black box. They refused to send an engineer unless I cancelled my policy and took out a new one with them, which is absolutely absurd. I would have rather paid the extra to insure my car with a company with better customer service.”

Helpful Report

Posted 8 years ago

Hi,? Thank you for your feedback - I've passed it to our team to look into and ensure that we are offering the right outcome for our customers where possible ~Joe?

Posted 6 years ago

“Having work for an insurance company myself I found Hastings unhelpful, they didn?t seem to know what they were doing, they couldn?t give me dates for payments and generally just did not provide a great customer service, certainly not the level I would expect.”

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Posted 7 years ago

Hi,? ? I am very sorry that you were not offered the service you expected and thank you fore the valuable feedback?? ~Joe?

Posted 6 years ago

“I have been quoted 3 different excess fees none of which are stated in my policy. Cannot get through to custimer services. Have emailed and said i need to phone.”

Helpful Report

Posted 7 years ago

Hi there, You can access your policy through this link in future ?ow.ly/Ukamg. Hope this helps. - Jamie

Posted 6 years ago

“Needed an answer about policy. Supervisor promised to call me back within an hour. After waiting in all day and 4 further calls, I'm still waiting...2 weeks later!”

Helpful Report

Posted 8 years ago

Hi, Sorry to see this - please email help@hastingsdirect.com and I'll ensure that it reaches the right team for you? ~Joe?

Posted 6 years ago

“Terrible experience with this insurer. After being involved in an accident I received horrendous communication, no consistency amongst staff, appalling customer service throughout my claim and unjustified delays (due to no communication and simply no follow up procedures). After battling for months for my settlement, it took half a year to be paid because of simple errors week after week which could have been avoided.”

Helpful Report

Posted 7 years ago

Hi, I am very sorry to see you had issues regarding your SmartMiles policy. We will be sure take your feedback on and look to improve in the future. ~Connor

Posted 6 years ago

“Really poor, said that I was doing three times the speed limit in conditions it was impossible to achieve. After they threatened to take a ?230 cancellation fee for excessive speeding, I called and they said that I was doing that speed and would just have to accept that. Put in a complaint and never heard anything back, as well as refusing to provide any other details of the speeding event other than the max speed achieved.”

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Posted 8 years ago

Hi, I'm sorry to see that you've not had your complaint response yet and I've let the team know in case a reply has gotten lost in he post perhaps.? Many thanks, Joe?

Posted 6 years ago

“The customer service at Hastings is appalling”

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Posted 7 years ago

Hello,? I'm sorry to hear that the service you received wasn't at the level you expected. The feedback is appreciated so we can look to improve this going forward -Theo

Posted 6 years ago

“Can't stand that I've had my licence for over 3 years and 2 years no claims and that my insurance is still expensive. I will never rate more than 1 star for the price I have to pay”

Helpful Report

Posted 8 years ago

Hi, I'm really sorry we didn't come in at the price you wanted but I do hope we were still highly competitive in the market and that you will be very happy with the product you've purchased and our service ~Joe?

Posted 6 years ago

“Terrible. They need better communication and customer service. They should take the effort to make sure customers are aware of BIG changes being made to their account at least. I received emails from Hasting Direct all throughout my year of being insured with them, then when they decide to cancel my policy they fail to inform me. They were incredibly rude and unhelpful, only changing this behaviour when we threatened to get lawyer involved. DO NOT insure with them. It's just not worth it.”

Helpful Report

Posted 8 years ago

Hi, I'm very sorry to see that you're unhappy and I've passed your review as a complaint to investigate. You'll be contacted next by the SmartMiles team to discuss. Hopefully we can offer you an amicable resolution ~Joe?

Posted 6 years ago

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