[ Hastings Direct ] Trying to add £150 on to my policy ***RESOLVED***

[Tink_2010x]

Afternoon Everyone,

Basically last year I was insured with Hastings Direct - my renewal quote came for the 2nd Jan this year - was high so didnt renew. So went on the internet and found a cheaper quote still with Hastings though so took out the policy - they took my deposit and the took my first payment on the 16.01.2012. A week later I got a call out of the blue saying they were adding £153 onto my policy when asking why they said 'because you made a cliam last year and didnt put this on when you applied' erm well thats because I have never ever claimed on my insurance I have 5 years no claims bonus. She then told me that I need to contact my previous insurers which was them! So she had a look, said she could see that I simply enquired last year about how much my excess was because I bumped my wheel on the kirb in the snow and didnt know how much the repair would be. I said yes so I didnt go through with the claim! She apologised and said my premium wouldnt increase.

A letter arrived a few days later saying they had looked into it and my claim still stands and I am being charged £153 onto my policy. Rang them again and was told that it has been investigated and they are basically saying my claim still stands even though it was enquiry. They never gave me a penny and I paid with my own money for the repair because they told me my excess was £700!

Obviously I wasnt going to claim with such a ridiculous excess. When I bumped my car and rang them up saying i'd bumped my wheel can I ask how much my excess is they did take all my details about my bump and I told them I didnt realise my excess was so high so I wouldnt be going through with any claim!

Anyway they have altered my direct debit and added the £153 onto my policy!

Any help or advice would be appreciated!

[unclebulgaria67]

Make a complaint and threaten to involve the FOS. What they are doing is totally unfair.

 

I could understand it, if you had an accident where a third party may be involved, but this was an accident of just bumping the wheel, for which you did not claim and paid for the damage yourself. I would suggest that you explain this to them again.

 

If Hastings are still causing a problem, phone the FOS to see if they will intervene.

[honeybee13]

Hello there.

 

I'll moved your thread to the Hastings subforum within this one. Hopefully their rep will see it.

 

My best, HB

[Tink_2010x]

Ahh thank you for your replies!

 

I have spoke to them on the phone and i'm getting nowhere with them!

 

I have also complained to them in writing and threatened involving the FOS but dont I have to wait for their response first?

 

Yep nobody was involved just me - going round a roundabout skidded in the snow bumped my wheel on the kirb and it bent something.. I have explained all this and them and they wont budge!

 

My payment is due on the 17th of this month and they want to take the higher payment!

 

Thanks again!

[unclebulgaria67]

Well ask Hastings for their final response letter now, rather than wait 8 weeks from the original complaint date and get your complaint into the FOS.

 

Kick up a real stink with Hastings and demand the final response letter, as the FOS will I am sure say that Hastings are being unfair. Hastings might not want you to go to the FOS, as they will get charged a £500 case fee. I am sure that they can come to some form of compromise.

 

You could cancel and go elsewhere if you can find cover cheaper, but they will probably charge you a cancellation fee. The cancellation fee can be up to £50 and they will charge you a time on risk taking into account the revised premium amount.

[Hastings Direct. Joe - Soc]

Hi Tink_2010x,Sorry to hear that you are unhappy with our service, I would really like the opportunity to investigate this for you. In order to do so I will need some more information about your policy, please contact me directly.Many Thanks,Jamie WicksSocial Media Manager Hastings Direct01424 735735 (ext 8662)

[Tink_2010x]

Well in my complaint I aked for a reply within 14 days because that will be before they are due to take my direct debit.

 

If i've not heard anything next week think i'll ring them and ask for my final response sooner.

 

I have looked and I can get it cheaper. They are still coming up as the cheapest though. I have enquired about cancelling and they want £57 cancellation fee from me. They have already had over £100 in January alone (deposit and first installment). I dont really wanna be paying the raised direct debit either. I'd rather get their response before its due if I can.

 

I'd phone and complain again but it was like hitting my head against a brick wall they were just saying its gone down as a claim. I also challenged them if I had lost my no claims bonus and she said no because you didnt claim...... erm well thats exactly my point!!

 

[Gbarbm]

Blimey! Even Dick Turpin had the decency to wear a mask when he was robbing you!

I think you need to e mail the CEO because you are getting no where with the contact centre drones..... Give me a minute and I'll try and find the e mail address for you

Regards

Gbarbm

[Gbarbm]

Here it is;

 

mailto:[email protected]

[Tink_2010x]

Haha that made me chuckle. Yeah getting absolutely nowhere at minute. They make me feel as if im in wrong for contesting it when I ring up. its like theyre not understanding what im saying!

 

Thats a big help thanks! I'll email them straight away!

 

Thank you

[Gbarbm]

Hope you get it sorted....let us know how you did.

Regards

Gbarbm

[Tink_2010x]

I will do thanks again!

[Guest Cathy Eastwood Customer Relations Manager Hastings.com]

Afternoon Everyone,

 

Basically last year I was insured with Hastings Direct - my renewal quote came for the 2nd Jan this year - was high so didnt renew. So went on the internet and found a cheaper quote still with Hastings though so took out the policy - they took my deposit and the took my first payment on the 16.01.2012. A week later I got a call out of the blue saying they were adding £153 onto my policy when asking why they said 'because you made a cliam last year and didnt put this on when you applied' erm well thats because I have never ever claimed on my insurance I have 5 years no claims bonus. She then told me that I need to contact my previous insurers which was them! So she had a look, said she could see that I simply enquired last year about how much my excess was because I bumped my wheel on the kirb in the snow and didnt know how much the repair would be. I said yes so I didnt go through with the claim! She apologised and said my premium wouldnt increase.

 

A letter arrived a few days later saying they had looked into it and my claim still stands and I am being charged £153 onto my policy. Rang them again and was told that it has been investigated and they are basically saying my claim still stands even though it was enquiry. They never gave me a penny and I paid with my own money for the repair because they told me my excess was £700!

 

Obviously I wasnt going to claim with such a ridiculous excess. When I bumped my car and rang them up saying i'd bumped my wheel can I ask how much my excess is they did take all my details about my bump and I told them I didnt realise my excess was so high so I wouldnt be going through with any claim!

 

Anyway they have altered my direct debit and added the £153 onto my policy!

 

Any help or advice would be appreciated!

Thanks for taking the time to let us know what you think. I’m so sorry that you’re not happy the service from us. I would really like an opportunity to look into this for you and need your help to do so. Please would you let me have a bit more detail such as your policy number and contact details? I look forward to helping you very soon. Cathy Eastwood, Customer Relations Manager, Hastings DirectPlease contact the Customer Relations Department on 01424 739338 between 9 am and 5.30 pm Monday to Friday or email customerrelations @hastingsdirect.com

[ims21]

Tink

 

I have unapproved your post as it is not wise to post that kind of personal information on open forum.

 

If Cathy Eastwood is going to help then you should contact her in the manner she suggests.

 

You can keep the thread updated as to developments and customer service reps undertake to do the same asa part of their approval to post on CAG

 

ims

[Tink_2010x]

Ah no worries - I thought that already..

 

Already emailed customer relations a week ago & I havent heard anything back.

 

Thanks anyway!

[ims21]

Hi

 

I'd e-mail them again marking for the attention of Cathy Edwards and mentioning that she offered her help today at 12:33

 

ims

[queensclose]

hasting are correct by upping the premium. you dont need to make a claim. you admitted you had a bump. and the question is. have made a claim or been involved in an accident in the last 5 years. just by phoning them is telling them. but £153 increase in steep

[Tink_2010x]

Yeah I know that but I just think £153 is a large amount of money to be added on. Even doing a new Hastings quote and adding my 'accident' on it still comes up as cheap as when I didnt add the accident on.

 

Also when speaking to one of the Hastings team for the first time the other week, after looking into it he said that my premium wouldnt be increased but there would be £35 added to my policy because of my accident and then I got a letter 2 days later saying its been investigated and £153 is being added on because I made a claim - which I didnt and this is what they have been saying ever since..

 

fair enough add £35 on but I never claimed.. So £153 is steep.

[MARTIN3030]

I have emailed Cathy with the info.

We also now have an additional member of Hastings on our Customer Rep database.

He did respond earlier but it needed the account being approved.

 

See post 6

[Tink_2010x]

Thanks Martin. I already took Ims advice yesterday and emailed Cathy and she was very helpful - replied to me within 10 minutes and she got someone to look into my complaint and they are going to get back to me.

 

I'll let you know how I get on.

 

Thanks Everyone.

[MARTIN3030]

Good.

Yes I have to say Cathy has been very quick to respond when made aware.

Now its a shame Swinton dont take a leaf out of their book and start getting complaints dealt with.

[Tink_2010x]

Just an update for everyone.

 

Hastings have already given me a response regarding my complaint. To cut a long story short seen as though I was informed wrong in one of the phone calls regarding my policy they are not charging me the extra premium. I also now understand when applying for my next insurance I must make sure I tick the accident box!

 

Thanks all for you help and also to the Hastings reps for sorting my little problem so quickly!

 

[honeybee13]

That's a good result. Well done to Hastings. And thank you for letting us know, Tink.

 

My best, HB

[MARTIN3030]

Good to hear.

Will mark the thread as resolved.

 

The OFTs calls for information from the Motor Insurance Industry was concluded in December 2011.

There is likely to be new guidance and proposals issued in spring 2012,which is likely to see some changes and expectations for a wide range of things.

Hopefully this will benefit consumers,and also the Insurance Industry themselves as the other proposals from the MOJ in respect of the claims situation run along side.