Ongoing problems following a claim with Hastings Direct - DO NOT USE

[LM1977]

Ongoing problems following a claim with Hastings Direct - DO NOT USE!!!!!!My experience: • I took a 12 month policy out with them in June of this year. The policy allowed me to pay in monthly instalments with 30 day notice cancellation fee. • In July they wrote to me stating they would be amending the policy as I had not provided evidence of no claims discount (this was not made clear to me from the start). The adjustment to my policy would then result in an additional £587.24 added to my policy, plus a £35.00 admin charge. • After two months of wrangling and providing hard copy evidence (they would not accept via emai) they amended back to the original policy.• I unfortunately had to claim in September following a serious electrical fault. A subsequent inspection by Hastings declared the car was a write off and confirmed they would process the claim. They advised they would not issue a settlement figure until the car had been collected, which I arranged.• I also sent all the relevant required documentation to the Total loss team to them over two weeks ago but heard nothing. • I called this morning for an update and the customer services advisor advisor then gave a figure for the car which was way below market value. However when I challenged they agreed to review and suggested they may be able to offer a higher figure. • However, they then said they would be deducting the full year’s premiums from the final settlement figure. I challenged this stating that I wanted to continue to pay by monthly instalments (AS PER MY POLICY), while I try to use the claim money to buy another car. However the extremely rude customer service advisor stated this would not be possible and essentially it was not their problem because they need to be able to recover the costs from their side. She gave no reason , rationale or justification for taking this position and failing to exercise the discretion that the T&Cs allows ( see below). • This is a complete win for Hastings because they are now able to pay out next to nothing for the car, once the excess is taken off. I am left without any car, nor any money to put towards a new car. • I am absolutely disgusted with their lack of customer service and also checked their T & Cs which state the following; “12. In the event of a claim or total loss claim, any outstanding instalments must continue to be paid. We reserve the right to deduct from any claim payment any Outstanding Amount (less a sum equal to any Rebate) due under the agreement.” • I would argue this is not clear at all as the T& Cs clearly state that Hastings has the discretion to enable customers to continue to pay any outstanding instalments as per the original policy; i.e there is no blanket policy to deduct the entire amount outstanding from the agreed payout figure (the various posts on this site confirm that that this discretion has been used and that other customers have been given the opportunity to continue paying their instalments. This therefore demonstrates a completely inconsistent and unfair policy towards customers • This is completely unacceptable and I have already made it clear I intend to write to the Financial Ombudsman and would really appreciate any advice on how to challenge further. They should not be able to provide such a shoddy service to customers!Thanks

[Hastings Direct. Joe - Soc]

Hi LM1977, Thank you for taking the time to post the details of your experience with Hastings. I am sorry to hear that you are unhappy with the service you have received and the terms of the policy. If you would like us to look into this matter in further detail for you please feel free to contact us directly. [email protected] Many Thanks, Jamie

[unclebulgaria67]

Put your complaint into Hastings in writing via their site rep if it helps.

 

Many Insurers will deduct instalment payments remaining from the settlement figure. This is because policyholders would pocket the total loss payout, cancel their direct debits and refuse to pay the full years premium. It is an annual policy and not monthly.

[LM1977]

I do not accept that. It is an annual policy which is paid in monthly instalments. Those were the terms of my agreement. I have already made clear that I have no problem paying the remaining premiums, but object to them deducting from my settlement. Its not my problem if other customers choose not to continue to pay their direct debits following a claim, why should I be penalised for that! As I stated in my last post, there is not a blanket policy applied on this issue (the various posts on this site confirm that that this discretion has been used and that other customers have been given the opportunity to continue paying their instalments). This therefore demonstrates a completely inconsistent and unfair policy towards customers. I would strongly advise customers look elsewhere if they dont want to be duped!I have emailed Jamie @HastingsHelp in an effort to see if this can be resolved. Lets see if anything happens.....

[Hastings Direct. Joe - Soc]

Hi LM1977, Thank you for getting in contact with us directly. I have responded to your email and will await an update from our team, I hope we can come to a speedy resolution. Many Thanks, Jamie

[Anirbasx]

I have recently had a accident. I'm insured with hasthings and reading these reviews these past couple of days I feel as though I have a tough and hard fight ahead of me. I hope you can get your claim all sorted as soon as

[maroondevo52]

Hello and welcome Anirbasx,

 

We never found out how this thread turned out and with it being nearly two years old I doubt we ever will.

 

Regards,

 

Scott.