HASTINGS - One problem after another!

[Hayley1988]

Had an accident about 7 weeks ago and seem to be having one problem after another with my claim.

 

I was not provided with the hire car I had paid for in my policy. After 5 weeks of constant complaining I was finally given a hire car with no explanation or apology for the 5 weeks I had to go without.

 

I received a letter from Hastings 2 weeks ago to confirm that the other party had admitted liability and that they had waived my excess and allowed my no claims bonus. However, I have now received my renewal letter from Hastings which does not take into account the 4 years no claims that I should have. After speaking with Hastings they are now telling me that I will not be given my no claims bonus until they have received all the costs from the other side. The letter they have sent out saying that they are allowing my no claims bonus is therefore clearly false.

 

I am now in a position where I will have to renew my policy with Hastings or I will lose my 4 years no claims bonus! They have said that if I stay with them they will reduce the car insurance accordingly when all the costs are finally recovered but they will not provide me with any proof of my no claims to enable me to get my insurance elsewhere.

 

My car was a total loss and I was given a valuation which was unacceptable. This was referred to their revaluation department who I was told would be in touch within 8 working days to provide me with a new valuation. Over three weeks later and after much chasing up I have still heard nothing.

 

I was also told that an interim cheque for the initial valuation had been sent out to me over two weeks ago. I was told after chasing this up a week later that the cheque had been sent and therefore it must have been lost in the post. They have said that they have reissued and sent out a new cheque, but again this has not been received.

The staff on their claims line are unhelpful and when you ask to speak to a manager or someone more senior you are told that even though there are managers in the office they will not speak to you. Apparently it is there procedure that someone will call you back 24 hours later. I have asked for a manger to do this on several occasions and have received no calls.

 

I made a formal complaint over four weeks ago and have heard nothing from Hastings. Am fed up stressed and left wondering what i've actually paid them for.

[Hastings Direct. Joe - Soc]

Hi Hayley, Thanks very much for postings about your experience. I am sorry to hear that you have been having problems with our service. I would like to help, if you could send me an email with some details about your policy I would be happy to get the situation investigated for you. [email protected] Many Thanks, Jamie