Hastings Direct Smart Miles Reviews

Name: Hastings Direct Smart Miles
Rating: 3.29

3.3 Rating 2,010 Reviews

56 %

of reviewers recommend Hastings Direct Smart Miles

3.3

Based on 2,010 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

“The customer service at Hastings is appalling”

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Posted 8 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”

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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.”

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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

“Poor score keeping. Does not explain the how the score system works or a way of tracking scores for each time you travel”

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Posted 7 years ago

Hi there, Thank you for your feedback. I'm sorry to see that it is unclear how the box data is calculated, sometimes this can really make a difference to how you drive as data is collected through the G-Force put through your vehicle with potential late breaking or accelerating too quickly. We do have a dedicated team called the First Response Unit that would be more than happy to help you with any questions you may have and also to give you hints and tips to improve. Their number is 0800 048 2955.~ Jamie

Posted 6 years ago

“In 27 years of driving I have not had as much hassle when taking out the policy wanting all sorts of info no other insurance company ever wanted. I HAVE NOT RENEWED MY POLICY WITH YOU AND YOU HAVE SENT AN EMAIL SAYING I HAVE. I THINK THIS MAKES MY POINT HOW POOR THIS COMPANY IS!! Would I used Hastings again No.”

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Posted 7 years ago

Hi Sandra,?? I'm really sorry you weren't pleased with the service we offer. If your policy has auto-renewal on and you have gone elsewhere, just let the team know and we will cancel it for you?? ~Joe

Posted 6 years ago

“The policy is sold on the premise that if you drive safely you'll be rewarded with a cheaper policy at renewal, but despite meeting that criteria my policy cost went up significantly instead of down. When I complained I was told I couldn't speak to the firm direct to query that and get a fairer quote.”

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Posted 7 years ago

Hello, I'm sorry to hear this is the case. I appreciate the frustration it would have caused and I hope that you've since been able to find a price that's more suitable for you. Thank you for taking the time to leave a review with us -Theo

Posted 6 years ago

“I tried to get a quote with my previous years smart miles score for this years car insurance but without the black box. They said they would put me through to someone to check that, got onto the phone with a man who said he would charge me ?25 to do a new quote, not understanding I was trying to use my previous smart miles score. I was either put through to the wrong people or they had no idea how to do that which seems a bit odd as of course people will want to take the black box off their car at some point. My insurance went up by ?350 also as I changed my address and I was not told until I had paid ?40 to change this how much the new renewal price would be because 'they could not tell me'. The smart miles box in general is not bad however if you wish to drive after 10pm (which is not unheard of around my old address as busses stop at 8pm and I would have to pick family up from work), prepare for your score to plummet. You can speed for an hour and your score would only go down slightly, drive 5 minutes past 10pm , you've lost about 60 on your 'driving at night' score and your overall will go down about about 10 points at least due to this. Some people have to drive after 10pm and if the scoring system should work with this then please do not chastise someones score so much due to this.”

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Posted 7 years ago

Hello,? I'm sorry to hear about the experience you had when trying to purchase a policy with our smartmiles team and I hope that you have since been able to find a competitive price that you're happy with. We appreciate the frustration surrounding the measuring variable concerning driving after 10pm and we do our utmost to disclose this as one of the restrictions on the policy at the point of purchase in the hope that customers will be aware and not purchase the policy if it would be an issue. I hope that you've found a way to work around this and your score doesn't suffer as a result. Thank you for taking the time to share your thoughts with us -Theo

Posted 6 years ago

“Poor customer service and claims team where an utter joke.”

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Posted 7 years ago

Hi there, I'm sorry that you feel you have not received the service you should have. I hope you got everything sorted in the end. - Jamie

Posted 6 years ago

“absolute rubbish”

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Posted 7 years ago

Hi Susan. I'm really sorry to hear that you feel this way. If you would like to speak to us further about this you can call us free on 01733 308 380 and I'll pass on your feedback for you ~ Sophie

Posted 6 years ago

“Worst service I have ever exepencd I would not recommend anyone to go with this company what so ever!! Avoid at all costs the staff are very rude and not very sympathise still waiting for a ?200 refund”

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Posted 8 years ago

Hi, I am very sorry to see that you've been unhappy with your experience and don't feel we provided the right service to you. It's very important that we ensure all calls put the best face of our company forward and appreciate your feedback in this ~Joe

Posted 6 years ago

“Cancelled my insurance! For the next two years you still took your premium without my consent and without and auto re real agreement signed by the card holder who might I add was bot the insurance holder!”

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Posted 8 years ago

Hi Luke, I'm sorry to see this - hopefully it's been corrected but if you do still need assistance please get in touch on?01733 308 380 ~Joe?

Posted 6 years ago

“I took out my insurance with Hasting Direct Smartmiles as an existing Hastings customer and really cannot wait for the 12 months to be up. The installer arrived as booked and was supposed to take a photo of my existing No Claims Discount which he did as well as asking for my driving licence which wasnt mentioned at any point but luckily I had it. I then received an email from them with just the title documents to which I assumed was the confirmation of policy documents etc. It wasnt. Apparently the installer phot wasnt adequate and unless I submitted further proof within 7 days then my discount would be removed. I emailed them to say I was a Hasting customer so should be easy to locate at their end, nope they dont talk to their sister company......rubbish customer service. if you drive after 10.0pm on a regular basis this isnt for you, unless you can ensure that other idiots on the road wont cause you to brake sharply this isnt for you, if you cannot guarantee you can keeep to very speed limit then this isnt for you. In fact if you are an average driver you arent going to save any money and you run the risk of having your insurance cancellled, and from reading other reviews they wont phone or write to you, no they will send you an email to tell you its cancelled and the sting in the tail is once thats happened you will find it very difficult to get insurance elsewhere. AVOID”

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Posted 8 years ago

Hi, I'm sorry to see that you weren't satisfied with the service from SmartMiles and that don't feel our product is right for you. Thank you very much for taking the time to let us know and providing our review. We read all reviews and take customer comments on board ~Joe?

Posted 6 years ago

“Customer service has been very poor. I received an email and a text on 3 May 17 to call Smart Miles to arrange installation. Before I was asked for my details on the phone, I was told I was phoning too early. This was not the case as was proven when I was asked for my details. My original fitting date for 8 May 17 was cancelled due to engineer illness - this can't be helped. The fitting was rescheduled for 22 May 17. On 16 May 17, I was told via email that Hastings was cancelling my policy. This was because the box hasn't been fitted. Considering the box hasn't been fitted because of your changes, the tone of this email was ridiculous and infuriating! Today the fitting for 22 May 17 has been cancelled. Hopefully, the third planned fitting date for 23 May 17 will be honoured.”

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Posted 8 years ago

Hi, I'm really sorry to read about your experience, we're working hard to ensure that the communication between customer, fitters and the various systems is more streamlined. I appreciate the letter came unneccesarily and apologise - once it's fitted I'm sure that the rest of your policy will go smoothly ~Joe?

Posted 6 years ago

“Awful, bad customer service with no follow up to any complaints or queries surrounding scores, black box in general is basic and just a money making scheme. Would never recommend”

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Posted 7 years ago

HI there,Thank you for your review. I'm sorry you feel you haven't had the level of support you needed regarding your score issues. We do have a dedicated team who you can discuss these matters with who will also give you helpful hints and tips on how to improve your score. The First Response team can contacted on 0800 048 2955. If you need to chase a complaint you have made you can call the team on 01733 308 380. ~ Jamie

Posted 6 years ago

“I was well informed as to how it works and given ample opportunity to opt out. I think this will encourage me to be a more disciplined driver and to slow down!”

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Posted 8 years ago

Hi, I'm very sorry to see that you were happy but have now reduiced your score - please do get in touch with us if you need help or if there's some way we can resolve your issue ~Joe?

Posted 6 years ago

“Although I am guess many people have a positive experience with Smartmiles, it does not take into account geographic differences. I live in Milton Keynes, well known for its numerous roundabouts. Smartmiles registered the constant brake/ acceleration process due to these roundabouts as a "low score". Even when my mum, a named driver on the insurance, with over 30 years of a completely clean driving record, and a high mileage user, used the car, it recorded a low score. I contacted Hastings but they refused to acknowledge that the geography affected the score. If you check out internet reviews you will see similar feedback. What a pity, it's a great idea to reward safe drivers, but "safe" seems to be determined by computer algorithms rather than common sense.”

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Posted 7 years ago

Hi, Thanks for your review, I'm sorry to see your scores weren't as you'd hoped. The box uses an accelerometer to judge how harshly you brake rather than the number of times you do it. I appreciate that your area has many roundabouts to navigate although with more smooth accelerating and braking you should see your scores increase?? ~Joe?

Posted 6 years ago

“Black box rating goes down so quickly I think it's ridiculous. Says regularly but goes down to 0 after one time.”

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Posted 8 years ago

Hi, If you'd like to learn more about how your scores change, we're happy to help. Give the team a call on?01733 308 380 and we can go through it with you and provide advice ~Joe?

Posted 6 years ago

“Customer service quite good however, the options for job were very limited and I could not actually put the job that I do and the price I paid isn't the price I was quoted which if I'm not mistaken is a criminal offence”

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Posted 8 years ago

Hi,? Thank you fro the feedback, we're grateful for the opportunity to improve where we can. Prices obtained by using a comparison site are subject to change at anytime and should be explained on the respective site when saving a quote. When you obtain a quote from our site, the most up to date and best offer we can provide is always displayed. I hope this helps ~Joe

Posted 6 years ago

“Get better customer reviews”

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Posted 8 years ago

Hi, I'm very sorry to see you are unhappy. Is there any help I can provide at this time?

Posted 6 years ago

“Awful customer service, extremely rude.”

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Posted 7 years ago

Hi there,Thank you for your review. I'm sorry to see you have had such a bad experience with our Customer Services team. We strive to be as professional as possible when dealing with our policy holders so its disappointing to we have not achieved this when dealing with yourself. If you feel we have mistreated you please raise a complaint by clicking on this link: https://www.hastingsdirect.com/quotehisle/views/common/RequestForm.jsf?reason=feedback.~ Jamie

Posted 6 years ago

Hastings Direct Smart Miles is rated 3.3 based on 2,010 reviews