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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Avoid at all costs. My son broke down scored 0 despite informing Hastings. Really hard to build score on breaking acceleration... old car? No support when he phoned them. Score 0 for the day if out passed 10 pm. Threats of cancellation during his A levels.”

Helpful Report

Posted 5 years ago

Hello, I'm sorry to read that your son struggled to get to grips with the scoring parameters on the telematics box and I can appreciate this would have caused some frustration. We do suggest speaking to the First Response Unit if our Smart miles customers have any problems with the scores. They specialise in training your drivers to work with the telematics box so they can get the best our of their driving. They can be reached on 0800 048 2955. Driving between the hours of 10pm and 5am is a measuring parameter on the policy and the company does strive to disclose that in this time frame can negatively impact the driver's scores. I'm sorry if this information wasn't seen before this cover was purchased ~Theo

Posted 5 years ago

“You sent my box to the wrong location and then told me that if I don't solve your mistake that I will have my policy cancelled.”

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Posted 8 years ago

Hi, Thanks for letting us know about this - I have forwarded it to the team to ensure that the process goes correctly ~Joe?

Posted 5 years ago

“The quote for an 18 year old new driver was ridiculously expensive.”

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Posted 8 years ago

Hi, I am sorry to see we've not offered at a price you were happy with and hope that our service and the renewal quote will improve your score ~Joe?

Posted 5 years ago

“They could provide a number that works for starts. But the black box must be messed up. I drove early because of an emergency twice over one weekend and it killed my rating. I've been driving ridiculously careful since but my rating keeps going down and now been threatened with cancellation. Fucking brilliant”

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Posted 8 years ago

Hi, Sorry to learn your scores dipped, if you want to know how you can raise them we're always happy to offer explanation and advice ~Joe?

Posted 5 years ago

“We found that we were paying two lots of insurance one with Hastings direct and one with smart miles I know this will ha e happened to lots of people as it was immediately refunded to me disgusting though as if I had not noticed it would ha e carried on coming out”

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Posted 6 years ago

HI there,Thank you for your feedback, I'm sorry to see that you had initially been paying for two separate insurance policies. Although Hastings Direct is also responsible for our Smartmiles brand, they are our sister company so at times we have no idea if you have duel insurance as it doesn't get flagged with us. I do apologise for any inconvenience caused. ~ Jamie

Posted 5 years ago

“Awful said I was cancelled, then decided that they were getting faulty scores and would review over 2 weeks, 8 weeks later and still haven't received an update on it. But still would put my price up for a second year. Luckily I found a better company”

Helpful Report

Posted 7 years ago

Hi,?? I do apologise that you haven't received your score review and am sorry that we were unable to keep you on as our customer. Thank you for letting is know and for your review?? ~Joe

Posted 5 years ago

“Sort out your data protection. I am not the person this was addressed to. I am not Amanda Choi. Also, surely it is illegal to try to take payment before the renewal date, especially as I was not renewing. Also, stop warning me about not authorising the payment even though I had cancelled.”

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Posted 6 years ago

Hi there, I'm sorry to see that this has been address to the wrong person, this is an oversight on our behalf and we have address the matter. We appreciate this feedback from you.~ Jamie

Posted 5 years ago

“Telephone service was not helpful at all. Online Portal did not allow payment details to be updated”

Helpful Report

Posted 7 years ago

Hi there, Thank you for your feedback. I'm sorry that you had a negative experience with Hastings Direct SmartMiles. We will however look in to any issues you have had. Thanks - Jamie

Posted 5 years ago

“Provide a better customer service and respond to complaints emails. Act like you actually care about your customers and help resolve any issues that may occur. If this hadn't of escalated like it has I would have been giving 4 stars due to the smart miles box not being descriptive in each catagory. However I was happy with my renewal price.”

Helpful Report

Posted 7 years ago

Hi Amy, thank? you for taking the time to leave us your feedback and review. I'm sorry you had cause to complain but I hope it's been resolved and I am thankful you got a great renewal quote ~Joe?

Posted 5 years ago

“Worst insurance company I've ever used literally disgusting service”

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Posted 7 years ago

I am very sorry to hear this. We always strive to deliver excellent customer service, so if you would like the matter investigated, you can log a complaint using the online form below. https://www.hastingsdirectsmartmiles.com/contact ~Connor

Posted 5 years ago

“I would never buy this type of insurance again, the device given was very tricky to use. Since I was a new driver, pricing was a crucial thing, fitting the device to car was ok however; the driving style relating to the device doesn't seem correctly recorded. once is dropped, no matter how to drive (from slow to very slow) still won't brought it up, this makes me think that the device is a little bit tricky, because all records are going to use to determine the price for the forth coming renewal policy, obviously the lower the point the higher the renewal price. After experienced, I will not purchase this type of insurance again yet of course not renewing with this company again!”

Helpful Report

Posted 7 years ago

Hi there,I'm sorry to see you are having a few issues with the black box. I can imagine without speaking with one of our team about how the box works and best practise to get the scores where they need to be. We do have a dedicated team that would be more than happy to speak with you and support any problems with the box you have. They can explain how it works and give some really good hints and tips on how to improve. They can be contacted on 0800 048 2955 or via email at firstresponse@hastings direct.com.~ Jamie

Posted 5 years ago

“Auto renew stinks.”

Helpful Report

Posted 6 years ago

Hi there,Thank you for your feedback. As an insurer we have a level of responsibility to make sure you are insured at all times, especially in this day and age when at times we can forget to deal with insurance matters. We do contact you 28 days before your policy is due to renew which gives you time to shop around for the best prices. I do apologise if this was unclear this time round.~ Jamie

Posted 5 years ago

“Ripoff when get a new car you have to pay for a new black box . Never recommend you”

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Posted 7 years ago

Hello,? I'm sorry to hear that this process caused so much frustration. The telematics box is difficult to remove without damaging it and as a result they need to be fitted on each individual vehicle. I appreciate this is not ideal and I'm sorry for any inconvenience caused. I hope that your experience of smartmiles has improved since this review. Thank you for taking the time to leave a review with us -Theo

Posted 5 years ago

“Could have been clearer on polices. Were very unhelpful and unsympathetic.”

Helpful Report

Posted 6 years ago

Hi there,Thank you for your feedback. I'm sorry that you are dissatisfied with the service we have provided for you and feel we were unhelpful. We do try to be as transparent as we can with our Smartmiles policy both through our website and any other correspondence. If you have been mislead at all I apologise.~ Jamie

Posted 5 years ago

“Absolutely rubbish”

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Posted 8 years ago

We're sorry to see you were not happy with our offering and thank you very much for providing your feedback and review? ~Joe

Posted 5 years ago

“Not impressed started off okay! cannot access dash board to see how I am doing! had to call Hastings Direct said i had to wait 14 days? rubbish technology! should be able to access immediately!”

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Posted 8 years ago

Hi, Thanks very much for taking the time to give us your feedback. We're always working hard to improve our service and offer customers more and your comments help us to do that ~Joe?

Posted 5 years ago

“I have completed, signed and returned the direct debit form which has been acknowledged by email. However, there is still no sign of the smart miles box! I am now concerned my cover will be cancelled since the box is not yet fitted. Please advise.”

Helpful Report

Posted 8 years ago

Hi,? Thanks for your review - I can let you know the box was dispatched on the 29th of May for self install. If you do not have it from DHL please can you call as soon as you can on?01733 308 380? Many thanks, Joe?

Posted 5 years ago

“improve their transparency on their policy., The driving score has shown 0 for braking ever since the policy started . This was reported to Hastings but ignored. Also, score also doesn't average out. If you drive after 10pm then the score goes down but doesn't then average out over a period when the car isn't driven after 10.”

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Posted 7 years ago

Hi Beth, The rate of score movement is individually weighted to craft the right formula over a year and may not be immediately clear. We're always happy to talk to you and explain how to increase them though. Just get in touch and we can go through braking tips with you anytime ~Joe?

Posted 5 years ago

“their programming didn't recognise my car , took 20 mins on phone to sort out the next day , then half hour on phone mainly on hold to try and get an apt for their contractor to fit the box , savings are good , but that's about it”

Helpful Report

Posted 8 years ago

Hi, Sorry to learn there was an issue when you installed the box - we're also working on answering faster so that you don't need to wait as much as well ~Joe

Posted 5 years ago

“Bunch of thieves that try and cancel your policy, consistently complaining about everything they can to get rid. Just a con”

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Posted 6 years ago

Hi Marcie. I'm really sorry to hear that you didn't get the level of service that we would expect for all our customers. I'll pass on your feedback for you and I hope this was all resolved for you ~ Sophie

Posted 5 years ago

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