Lol @ writing a book.

The first offer is always a little less than what they are prepared to part with. However, are you sure you have got the correct and current value of your vehicle correct? Depreciation doesn't differ from each insurer so you would probably receive a similar amount regardless of the insurer. The settlement of a claim, or series of concurrent claims (such as the stereo) should be done promptly. This aspect of insurance is what, ultimately, insurers are judged upon by joe public. Unfortunately people are too quick to accept a quote on the basis of price and when it comes to making a claim they are let down. This is due to ill-researched profiling and recommendations. How often do you hear "Oh I'm with 'X', they're really cheap! Give them a try!"? They're ridiculously cheap for a reason and if the person recommending you had to make a claim, the other side of the coin would be revealed - ie. "I was with 'X', don't go near them. They're cheap but hard to deal with!". And so the story unfolds...!

Although the quality of staff (by knowledge) at Hastings is not very desirable, there are a lot worse companies out there in terms of initial price:claims handling ratio. Sometimes things slip through the net and in any business there will be disgruntled customers. It would appear you are one of the unlucky ones.

Finally, I'd just like to add that a stolen car used in a ram raid, which is subsequently written off, is far from a 'very open and shut case'. In fact it's at the other end of the spectrum!

Good luck, and let us know how you get on!

You received a cheque...oh how i envy you, i have been wating nearly 11 weeks for some money from Hastings.my vehicle was stolen in early december and used in a ram raid, and written off....a very open and shut case you would think.not with Hastings, i received just over half what my vehicle was worth!!..and then after 10 seperate phone requests for the stereo to be paid for i have just received a cheque for £190....for a £370 stereo, depreciation is 10 fold in Hastings..but i will receive my money i refuse to be cheated..i have sent my second letter , after my first went totally ignored, and will wait 14 days for a reply.then this whole lack of customer service and pathetic payouts will be broadcast and printed everywhere i can get it..i could write a book..but i wont....will let you know...

hi, has anyone had any luck with there complaints? how did everyone get on with new insurance policies?

I am in the same situation as everyone else on this thread. Im 19, had a policy for 6 months,was phoned on the 20th and was told my car insurance was being canelled. Anyways recieved my cheque on the 30st of August. Had sent away a letter of complaint on the 28th of August, recieved a letter this morning, 1/09, telling me they had recieved my letter.

Hi All

 I received my cheque (refund) from Hastings as I was told I would. I have had no further correspondence RE my complaint with anyone I have complained to. I expect to hear something anytime, not that I will

Eggy

Hi all

We have now had a letter from Hastings stating, “the reason your policy was cancelled early is that sometime last year a programming error caused the system to quote incorrectly for Highway Choice policies for 2 types of business:- 19 year olds – post code area 40.”

So definitely their error, no consolation to all the people that have lost out! And it took them a long time to find out.

 My son has been looking for new insurance (by phone this time) and it’s amazing how none of them knew about Hasting problem!!! (They do now, spread the word)

He now has new insurance through Endsleigh which is cheaper than Hastings was anyway.

I still can’t see why Hasting couldn’t have tried harder to sort out insurance out for all affected customers. They may not think 3500 customers are very important, but to each and every one affected it matters.

every 1 beware hastings av took the mick and ar still continuing to they have still taken payment out of my bank even though they canceleed insurance  and i dont no about you but i get nowere wen i ring or email them so cancel any direct debit with the cowboys hastings

Hi - I've been looking at the website trying to find the infiormation about the complaints procedure for Hastings

The information is as follows:

What to do if you have a complaint

If you wish to register a complaint, please contact us:

... in writing Write to Customer Relations Department, Hastings Insurance Services Limited, Conquest House, Collington

Avenue, Bexhill-on-Sea, East Sussex, TN39 3LW

Avenue, Bexhill-on-Sea, East Sussex, TN39 3LW

... by phone Telephone 08705 730133

... by phone Telephone 08705 730133

As a general note:

The broker has to acknowledge your complaint within 7 days.

They must give an initial response within 28 days.

They must give a final response 28 days after and in that final response include a brochure on how to contact the Financial Ombudsman Service. It is only at this stage that you can involve the FOS. Please note that it will cost Hastings a fee of £375 for each complaint that the FOS has to adjudicate on (hint - hint). They are bound by the decision of the FOS but you are not.

Finally it might help if you look under the FSA website and see their information on 'Treating Customers Fairly'.

Hi

I have rang the customer relations department today after receiving my default letter this mornind. Apparently a cheque of just over £40 is on its way to me (i wont hold my breath) I have been told than no ones NCB will be honoured but explained to them that the difficulty for me is paying a deposit out again as I am on benefits including disability and told them how I am having to go without some food to help towards the cost of this new policy.

She said she would make a note of this and it would be taken into consideration. I informed her of the forum and the fact that people are kicking up a stink and also said about the article in the daily mail (I thought it may just rattle her a little and show her people aren't just sitting back and taking this).

From what I can gather Hastings are the ones that have made tthe mistake not Highway but as it is underwritten by Highway it is Highway that have told Hastings they have to cancel as they will not continue cover. For those of you struggling on the phone I advise that you put your complaint in writing via E-mail to service quality AT hasting sdirect.com (remove spaces) the ladys name is Rachael Henson Tel' No' 0161 817 5030

Rachael said that each case would be treated differently dependant on circumstances, I think what she meant was that those who dont kick up a fuss will get less than those who do by way of a fair reasonable solution so keep on at them and push it as much as you can, we deserve to be treated like humans not pawns

Please keep coming back and updating us all

Eggy

they told me they ar sending my cheque of wat im owed today im gona ring em to make sure they av i spoke to em and all they say is read my handbook they can cancel anytime but it says they can cancel with 7 days notice in writing they give me 7 days notice by telephone i told them and they offered me another 7 days free because once again they ar wrong and that is breach of contract i refused because they ar taking the p......sssss  wen it suites them they change there mind lets all stick together and show them they carnt mess people about in this way its naughty and out of order iv now lost out on 6 monthes thanks to hastings and hastings only not highway i want my money back there quick anoth to give you a quote but wen i ring to speak to manager they try fobing you of iv rang about 6 times only bin manager to speak to on 1 occasion hastings do no there wrong but wont try to make this fare to those concerned iv now got the financial ombudsman service to contact them

hi all

 

i rang hastings again today, as i was told that within the seven days i would recieve a check for the outstanding balance that they owe me, i rang them today to find out where itr was and they told me i will not recieve it for another week possibly two, they are just taking the absolute mick now.

there is an article in the daily mail today on page 49 about this situation, but it only gives a brief outline

kev

Hi All

In response to Ironman's post I sent a complaint to Highway. They say Hastings are responsible for all aspects of the servicing and admin of my policy and that due to a computer error a "small" amount of policies have been set up in error or have been charged the incorrect premium

Hastings have had to take action to address the matter, however they are making every effort to keep inconvenience to a minimum and have set up a specialist team who can helpp arrange alternative insurance.

As Highway Insurance has no involvement in the activities of Hastings Direct, may I suggest that you address the complaint directly to Hastings Direct using the complaints procedure contained in your policy booklet.

LETTER NO2,,,,YOU WILL ALL LIKE THIS 1, JUST TO ADD INSULT TO INJURY

Default Notice Served under section 87(1) of the Consumer Credit Act 1974

Your bankers are unable to pay the installment under policy number ****************** of £18.07 due on 17th August 2007 for the reason: instruction cancelled.

Under the terms of the installment agreement and your policy, we now require payment of £18.07 which represents the outstanding balance of premium on this policy being cancelled, payment must bereceived in this office within 7 days.

You may settle the outatanding balance by ringing this office on 01424 735700. Hastings Direct accept,,,,,,cards etc

If the action required by this notice is taken BEFORE THE DATE INDICATED then no further action will be taken in respect of this breach. If you do NOT take the action required by this notice BEFORE THE DATE INDICATED then the further action set out above may be taken against you.

 Yours SIncerely,,,,,,

Ok am I missing something here, I assume this is just a standard letter but what a cheek! I intend to ring them today anyway so i will do that shortly and get back to you all again

Eggy

Hey Eggy,

Yes, the GPS box that knows where you are and sends this to you over 0.5miles is a little nerving. I suppose it's not really an issue, and can probably come in handy. It's a little bit like a tracker, and the insurer should be giving you an extra discount for the peace of mind in knowing where the car is.

Can you imagine the hassle this will cause when more and more people take out PAYG insurance (before its forced upon everyone). Other companies will be jumping on the band wagon, prices will fall to compete (not too bad eh?) but then a new box would have to be fitted each time you swapped insurers (to which, I imagine there will be a charge for the installation or removal).

At the moment, it's new and full of benefits to get you interested... I'm just one of those that sit back and wait until something cocks up, it gets rectified, then give it a go!

Full respect for giving it a try though... without people like you, no one would know if anything worked properly!

Let us all know how it goes!! :)

RGB:

Be VERY careful with Pay as you Go insurance. For one, it's a fairly new product although the concept was floating around for a few years. I'm just waiting for somebody to come on here and moan about one of the conditions.

And trust me .... it will happen.

Also, the younger ones will probably be using their car more often than those that have had their licence for a while. The excitement, the freedom etc. It really will not be worth it, despite the PAYG insurance with NU boasting several benefits. The only way you will find out if it is cheaper or not is, at the end of the year, tot-up the itemised bill.

Hiya RGB

I hear what you are saying on this but personally I wont be doing many miles this year so I weighed up the risk and made the decision to give it a go for myself,,,, I will report back when I can see how things are going

I think the benefits for the younger people may be found if they are low mileage users and are getting silly quotes in the region of £2200 like one said in a earlier post. I would advise anyone to make a proper estimation of their mileage before going for this option but surely its worth getting a price?.

For me i was getting quotes for TPFT at £230 upwards towards £700. This pay as you go is around £370 for the year based on my mileage and usage and gives me the security of knowing that if the cost goes above that of the price they would of given me for a standard policy I will pay no more than the standard price which was £470 and also this policy is fully comp so a risk I am willing to take. I dont drive at peak times which is in my favour and only use for SD&P 6 years NCB 

I can't say I like the idea too much of having something in my car that knows everywhere I go but then I have nothing to hide. I will have a button that I press for assistance if I breakdown or have an accident which I do think is a good thing, I am in the RAC anyway and Norwich Union contact them for you (no charge)

All in all I figured I would try it now while I know my mileage isn't going to be as much as usual but thanks for the pointers

Might I add that Hastings told me they would honour the years NCB but maybe this is because I have a few years anyway? but as of yet I haven't had this sent to me or put in writing, I need to remember to ring them tomorrow!

 Eggy

another friend for y'all here.  bit of info:  myself and my partner both on my policy, i am 27 he is 32 both living in liverpool and drive R reg escort, with 3 years no claims bonus earned and have held licence for 5 yrs and 12years, no claims or convictions with in 5yrs (or ever) ... so i don't think its an age or inexperience thing... perhaps it is regional

but yes i think it is awful and am complaining as we speak and have lodged complaint with Financial Services Ombudsman, and would recommend that we all do, and have contacted MONEYBOX on radio 4 (don't know if they care) but thought was to get the word out there.

not only are their requotes coming in at double the original price they told me that they would NOT honour the 4 months earned towards NCB, so what incentive do we have for staying with them!! surely no one will stay, so that's 3000+ customers they have lost in a week... surely it would have been better for their business and customer kudos to simply subsidise their customers until the end of their policy as it was their error.   also i found the staff answering the help line and those providing requotes to be most unhelpful, and disinterested, i understand it is just a job and not their fault but you'd think customer relations woiuld have told them to be friendly at least, all i got was "well its not our fault, and there's nothing we can do"

sick of moaning about it now, i really did have better things to do than find new car insurance., and wait on hold at hastings