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Thought i'd see if I could get some advice on this one.
I recently sorted out car insurance for my Mum via hastings.
I had to chase them up something rotten to get the £30 fuel vouchers through, eventually they came through and my mum started collecting her receipts.
After getting one receipt from november, december and january she sent them off with the vouchers.
Got a letter back today, claim denied because the postmark was too soon.
After checking the leaflet it says that the receipts must be "posted within 14 days of the last day of the last month claimed"
So instead of sending them off half way through january, she was supposed to wait until february.
Even I had to really think about it for a minute before I realised what they were getting at, and my mum is over 70 for christs sakes. So not only did they refuse the claim, keep the vouchers and use the stamped addressed envelope that she had to include in the first place because she sent them back a couple weeks too early, but now the letter from them, which only has hastings contact information and no reference number appears useless too.
When contacting hastings you are told the fuel vouchers are handled by The Leapfrog Group who they don't have a phone number for??
Hmmm well just rang back again, pushed the issue, 4 departments later and half an hour gone I've been told the person that deals with this is not in till monday, call back monday evening and they should have an answer for me.
To be fair, Hastings are in my experience a very good company in terms of motor insurance. Family and friends use them and never once have they ever charged for paperwork when providing a new Certificate of Insurance or effecteing a Change of Vehicle (even when it was only for a few days), most Companies would be charging £25 - £40 for this.
I'd be tempted to look at who is/was running this promotion and alos check that you followed their rules and terms and conditions. A lot of Companies (not just Insurance) use cashback or voucher promotions but they build in some strange conditions like when and how you can claim and if you don't follow them then they deny the offer.
The onus is always on you to check that you have complied with exactly what they stated.
Well the reality is she didn't follow the T's&C's to the letter, which is why they refused it.
She sent the vouchers back a month too early.
I just feel the way the deal is designed is to help you make mistakes such as this, and with my mum being over 70, that they should give a little more leeway on this.
Hastings Direct Fuel Vouchers
for my Mum via hastings.
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