I am really confused with Hastings Direct Smartmiles.
am 25, got my license 4 months ago and got myself a little car a couple of days later.
A couple of issues I have had with them,
Insured it with Hastings direct Smartmiles as it seemed to be a good policy and for a good price.
Set up my appointment to have the blackbox fitted all fine.
The night before the engineer was due to come in the morning and fit the blackbox (which was a couple of days before the end of the two week grace period due to my hectic work schedule)
I got a call saying they wouldnt be turning up as the engineer had been taken ill, all fine and understandable so re-arranged it for a few days later.
Again the night before I got another call saying the engineer would not be coming due to where I live.
Hang on, they knew where I live when the original appointment was set up (and when I took out the insurance)
how are they only just realising the engineer can't get here?
Then told i would have to go to an authorised installer over 18 miles away to get it installed, annoying and so much for the installation being at my convenience.
this was set for a weeks time, way past the grace period, which of course meant I was getting hounded by letters and calls threatening to cancel my insurance policy as I hadnt had the box installed.
called them multiple times to explain the situation and confirm it wasnt my fault it was theirs and they promised not to cancel.
Carried on getting the letters.
the morning of the appointment i get a call from the installing garage asking me about my appointment as they had only just been told about it
. I confirmed it and explained the situation to them and they were very short to me about it due to the short notice which was understandable.
Got it done, then got home to put in a complaint to hastings re all the touble and threats id recieved
they said they would investigate it.
A few days later I get a letter from them saying the issue had been resovled and id be getting a £90 refund from the installation team due to my issues. great.
Except I NEVER got it.
Fast forward a few months and im involved in an accident (not serious) which i agreed liability to as Id been pulling out onto a main road
, (the other person hadn't seen me pulling out and therefore hadn't slowed down).
They got a small amount of damage (A smashed headlight and a dent in the bonnet),
my car was written off.
eventually when my car had been taken away and inspected by an engineer to confirm it was a write off,
the engineer said I would recieve back the valuation of the car £1250 minus my excess which was £95.
she asked me how I would want the money to be paid with me either bank transfer or cheque, I stated bank transfer please.
Another week later (17/08/2016) i finally receive a text from hastings saying that my claim had been settled and I would recieve my payment within 7 days.
Finally I thought, I can start looking for another car!
Today (24/08/16) I called them during my lunch break to ask about my payment as I had not received it
they said it had been authorised on the 19th.
Got home and there was a cheque waiting for me.
Funny bank transfer huh.
Heres the good bit, the cheque was for £741, over £400 pounds less than I had been told!
Straight onto the phone to them again to find out what had happened
apparently as well as the excess they had also taken the £400+ as I pay monthly to pay the rest of my insurance for the year(which I hadnt been told would happen, just minus the excess), even though I had been previously told that my insurance had been suspended waiting for me to cancel it if i wanted.
He explained that I had 30 days to add another car onto my policy (which I also hadnt been told).
I informed him that I wasnt going to add another car onto my policy as I was thinking of getting a policy with the main arm of hastings when i got another car as i didnt want the black box anymore, and why have i been made to pay for the whole years insurance when Id only had it a few months and wasnt going to keep it anymore
Suddenly he was speechless and didnt know what to say anymore,
then said maybe you should speak to the total loss team as they were handling it.
He then put me on hold again for a while (about 5-10 mins)
said they seem quite busy do you want to call back, i asked to be transferred.
Another 5-10 mins later and someone picks up,
i explain the previous conversation and she says i have not idea what to do about that the people you were speaking to deal with all that stuff,
but its just gone past 6 pm so they cant speak to you any more about it today.
She then even laughed a little and admitted it saying 'yeah probably' when i said 'oh thats just typical thats probably why they transferred me here then'
Has anyone else had a similar experience or even heard of being made to pay for the whole years insurance when they dont even know if you will be keeping it any more.
Im fed up with this company,
safe to say they will never be getting any more business from me or my family again,
I'd rather pay a bit more to someone else that have customer service like this!
If anyone has had a similar experience or has any advice on what I could do I'd be very grateful!