Hastings Direct claim - still completely in the dark

[DoozerSenior]

Hi,

 

I really wish I'd read this forum before going with Hastings. Yes they're cheap but I'm not having a good experience now that I'm having to claim.

 

Story so far -

 

Day 1 - Friday 28/06/13

 

Had a crash, wet roads, skidded into the path of oncoming traffic but managed to swing it back before hitting anyone else but skidded 180 degrees and the car went over onto it's side. The kerb has buckled one of the back wheels and that apparently means total loss for a 55 plate Vauxhall Agila. No injuries thankfully. The police arranged for it to be recovered.

 

Day 2.

 

Rang Hastings Direct to start a claim - I've got fully comp with them. Went through some info and was told it would need to be looked at by an underwriter which, I was told, would be "Monday or Tuesday at the latest".

 

Day 4.

 

Rang to see if there was any news as I really could have done with a courtesy car for work. Told that it would take a lot longer for the underwriters to look at it and that I'd probably got "one of the weekend staff who doesn't know anything" - which fills you with confidence. They said they'd get a supervisor to see if they could get my case prioritised.

 

Day 5.

 

Rang again to see if it had been prioritised. It hadn't been. No-one can tell me anything, and no-one can give me any idea when this will be looked at.

 

Day 6.

 

Received a letter from the recovery people saying they would be charging £250 for the recovery and £20 a day for storage. Rang Hastings to make sure they would be covering this but they can't confirm this until the underwriters had looked at the case.

 

Day 7 (today)

 

Rang Hasting again - actually got someone who seemed willing to have a look at things in a little more detail at least. They arranged for the car to be moved from the recovery company to stop that bill clocking up. They looked and told me it was a total loss (RIP old friend) but it would be sometime next week that it would be looked into.

 

 

In summary, this is sooo frustrating. I was hit by a neighbour a while back and the claiming process was incredibly slick. I never had to chase anyone and was given a courtesy car immediately and all parties involved knew exactly what was going on, when things would be happening next and, get this, all the information was accurate. A complete contrast to the "erm sometime in the next so many days, possibly" attitude I'm getting at the minute.

 

Swinton Insurance tried to get my business back last renewal by price matching and I wish I'd gone back. When I told Hastings they updated some details (they still had my old occupation - even though I'd told them previously - and put on protected no claims as Swinton were offering me that) and it came out significantly cheaper so I decided to renew. Lesson learned, I suppose.

 

Has anyone had any similar experiences? I'd like to know how long the total loss cheque is likely to be? Anyone had to end up paying for the recovery costs?

 

Cheers,

 

DSr

[citizenB]

Are you dealing with this by telephone ? Do you have an email address for them - perhaps contacting them that way might speed things up. As it stands, unless you have been recording your calls, there is likely to be no record.

 

It does sounds as though the customer service is pretty shoddy though. I think we have a Hastings rep on the forum. I will check that out for you and send them an S.O.S.

[Hastings Direct. Joe - Soc]

Hi DSr, Thank you for taking the time to post about your experience, I am sorry to hear that you are not happy with the service you have received so far. I would like to offer my assistance in getting your claim dealt with as quickly and efficiently as possible. Can you please contact me directly with your policy details so that I can liaise with our claims team on your behalf? [email protected] Many Thanks, Jamie

[citizenB]

There you doozer, please contact Jamie as advised above.

 

Thanks for looking in Jamie

[DoozerSenior]

Thanks to Jamie for coming back to me so quickly. Hopefully I will be getting contacted by the claims bods soon.

[citizenB]

Please keep us updated on progress

[DoozerSenior]

Hi again,

 

Thanks for the interest.

 

Seems it's down to a non-disclosure of TS10 that needs looking at. Don't know why this wasn't noted on the policy, I've never hidden it (and if I was had hidden it then I wouldn't have volunteered the information now).

 

Hopefully it's just a case of a slightly increased premium, which is fair enough I suppose. A bit annoying as the Swinton quote I had were aware of it so I reckon it would have been sorted by now had I gone back to them.

 

Anyway, expecting a definite answer on Tuesday which is 10 days after I put the claim in. Is that good?

 

Cheers,

 

DSr

[unclebulgaria67]

What sometimes appears to happen is that people enter these driving offences into the comparison sites and then it is not transfered over to the Insurers sites, when you arrange the policy. You should check with the comparison site you used, about what you entered on their system.

[Tompkins9085]

Hello Doozer Senior

 

I share your frustrations! I had an accident back in December 2012 . A car pulled directly into my lane (right hand) from the left lane....

(clearly wasn't checking to see if it was clear, which it wasn't).......... (Tried to blame it on me)

 

 

I have done all what you have (accident forms etc.) and my claim is still ongoing. Many occasions I called to get an update but all I got for 6 months was "We are still awaiting for the 3rd party's response" On some occasions they informed me the car that hit me was a rented vehicle which was making the process much more complex I kept calling for months and I got a different response every time. On one occasion I was told that "The driver which hit you was driving a rented vehicle and was not insured"... of course this was all adding to my frustration.. so I decided to cancel my insurance with Hastings Direct as I was getting no where.

 

 

Surprisingly enough I received a letter 2 weeks ago (8 MONTHS AFTER THE ACCIDENT) with an accident form (which I had already completed back in December). Luckily enough I had scanned all the originals that I sent in last year so have just forwarded them back.

 

Not heard anything back as yet.... I don't really hold out much hope.

 

Let me know how you get on!

Edited August 8, 2013 by Tompkins9085

[Hastings Direct. Joe - Soc]

Hi Tompkins9085, Thank you for taking the time to post about your experience in relation to this thread. I am sorry to hear that you are unhappy with the service you have received during your claim, I hope that this gets resolved soon but if there is anything further we can do to be of assistance in the meantime please let us know. [email protected] Many Thanks, Jamie

[Tompkins9085]

Jamie

 

 

The case should have been resolved months ago. Not happy at all. What would you suggest I do?

 

Mark

[Hastings Direct. Joe - Soc]

Hi Mark, Thanks for your reply. I would need to know more details about the case in order to provide an answer. Can you please send me some of the policy details to the email address supplied above? Many Thanks, Jamie

[Tompkins9085]

Hi Jamie

 

 

Done that.

Mark

[Hastings Direct. Joe - Soc]

Thanks Mark, I have received your email and will investigate now. Jamie