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adamplatt
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In short:

 

Had an accident on Sunday night, (fault in dispute). Rang in to report and as damage to our car meant it was not drivable they organized recovery. All well and good at this point.

 

Come Monday we get a call to say they'd received a third party claim and did we know about an incident. Explained we'd already reported it which they had no knowledge of (despite having our car!).

 

Rang in today and they said they didn't think we wanted to make a claim!! News to us and did they think they could just keep our car and we'd somehow forget about it?

 

Totally unbelievable, it's now Wednesday and they don't even know where the car is let alone what's going to happen next.

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The Hastings rep will reply soon and you should see what help they can provide. I think Hastings have outsourced some of their claims work, so you get to a position of the left hand not knowing what the right hand is doing. This would explain what has happened to you. The claim is registered with the accident/claim company Hastings use which may be Albany Assistance and they don't pass on the information straightaway. Then Hastings contact you about the accident, before they have been advised about it.

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Hi adamplatt,

 

Thank you for taking the time to post about what has happened. There may have been a delay in the process of data transfer from our out of hours claims registration team that has caused this issue added to the claim also being raised with us by the third party. If you could please send us an email with your policy details I will ensure that we follow this up for you. help@hastingsdirect.com

 

Many Thanks,

Jamie

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Thanks and fair play to Danielle who got back to us and confirmed an agent had noted we weren't making a claim in error. She was able to locate the car and get it sent off to a repair shop.

 

It's just a shame they aren't as efficient as her. Car booked in yesterday to be looked at but didn't happen. Booked in today and again didn't happen so now will be Monday at the earliest but not holding my breath.

 

Takes us to day 8 without anyone even looking at the car let alone deciding if it can be repaired so we get a courtesy car or a write off so we can get looking for another car

Edited by honeybee13
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