I received my 7 day notice on the 14th. I phoned them numerous times to get some more information out of them and finally managed to get through to them on Friday. I asked for some information in writing, including the reason why the policy was being cancelled, notifcation of any refund due and a return of my NCB document. I was promised this by today at the latest, but i'm still waiting. Here’s what I got from the conversation anyway, it may be of help.

 

They are entitled to cancel polices giving 7 days notice. However, doing so when they are at fault and offering no compensation just shows the lack of integrity of both Hastings Direct and Highways Choice.

 

They don’t have an official complaints procedure. The operator recommended filing a complaint with their customer relations department. Following this, write a second letter to the FSA stating you are unhappy with what has happened. Both addresses are on page 4 of the policy booklet.

 

Refunds of premiums and NCB will only be on a pro rata basis.

 

They gave me a second quote for exactly the same policy and it was double. Naturally I declined this.

 

Polices affected. Postcode area 40 which for insurers is Liverpool, Manchester and Bradford. Also drivers aged 19 or under on a third party fire and theft cover.

 

There are over 3500 policies that are being cancelled.

 

Highway Choice. These are the underwriters of the insurance policies. If anyone wishes to complain to this company, they are on the web under the name Highway Insurance Holdings. The website is www.highway-insurance.co.uk. Their main number is 0870 443 1111.

 

Compensation. There are no plans in the pipeline to offer compensation. However, according to the policy booklet, Hastings are covered by the Financial Services Compensation Scheme and the policy holders may be entitled to compensation from the scheme if Hastings cannot meet their obligations.

 

The problems with the premiums resulted from a programming error. When I asked whose fault this was, the operator said he was told to say Hastings were responsible for it.

 

I would recommend everyone write letters of complaint to Hastings, the FSA, Watchdog and their local newspapers. Also writing to the Financial Ombudsman is a good idea as I read somewhere that they charge the company involved a fee for each letter received. This alone may make Hastings take notice of our complaints.

 

Hi Kev

Please read this, I think you might benefit from it with your age etc. I have now taken out a policy with these and it seems to be a good thing for younger drivers and low mileage users

Pay-as-you-g o cuts costs for so me drivers | Insur ance_ | Guardian  Unlimited Money  (remove spaces)

Eggy

Hi, I am 19 (with 1yr NCB) and had TPFT insurance. I received one of these calls today - but reading in the terms and conditions booklet (page 17) doesn't it say they have to give me 7days notice in writing? Have the people that got this call a while ago got notice in the post automatically or had to ask for it first? and does it mean they can't cancel my policy until i've received this letter?

 Also, when will I get my refund? Do I have to return the insurance certificate first?

I have been insured on this policy for 4 months, 8 remaining so I don't have two full years NCB. If I get reinsured with someone else, where do I get my proof of 1yr NCB from - Hastings or my previous insurer?

I paid £668 to start with, requote is going to be well over £1000, but Endsleigh have quoted me £727 so I guess i'll have to go with that.

 Tom

It seems that everbody here is managing to get similar quotes with other insurers elsewhere, so it is not simply a matter of the insurer reassesing the risk based on new data, other insurers find the risk acceptable at around the previous premium figures given.

Hastings is being unfair and trying to profiteer from its own mistakes, at its customers expense, they should at least be offering a market competitive premium to those affected rather than forcing them into skyhigh additional premiums with the threat of losing any months earned towards a years ncb if they dont agree.

Otherwise what stops every insurer doing this to everybody 10 months into their year... sounds like blackmail to me. Pay WHATEVER we ask WHENEVER we want it for ANY reason or lose this years accrued ncb.

Where's the industry regulation in that?

Just found this thread and think it is appalling. I for one will not be getting a quote from Hastings Direct in future !

hi  i receveved the same phone call and not happy odviously they assured me they was in there rights  to cancel within 7 days as they say it states in the handbook i phoned them spoke to a manager told him i want componsation because  as u no no claims discount work in years im 6 month through now canceled i will avto start again from day 1 when i should be 6 month through it I also told them they should pay my first payment to get reinsured as i can not afford it and it is there fault if my car is on drive till i get cash they offered me 50 pound componsation but i refused as it was an insult to 6 monthes  of my time  wasted i personaly dont think they would of offered me 50 pound if they didnt think they was  wrong i  can only think we should stick together and not be parmed of for there mistake im gona email trading standards please let me no if you make any progress thanks

My son is one of the 3,500 people being contacted over the phone to be told
they will not be insured in seven days time

FIGHT WITH THE POWER OF EMAIL -

THEIR LOGO IS CALLED HARRY - COPY AND PASTE HIM FROM
THEIR WEB SITE AND
SEND IT TO EVERYONE ON YOUR MAILING LIST TELLING
THEM HE IS NOT TO BE
TRUSTED......?

 

I'm sure it says in the handbook they have to give you 7 days notice IN WRITING? Does that not mean they can't cancel your insurance until you've received a letter from them. They can't cancel it by telephone without a letter to back it up if the terms and conditions are correct?

Hiya

I received a phonecall on the 16th to cancel mine and then received a letter dated the 16th saying 7 days from the date at the top of the letter. I have heard nothing more on amy of my complaints as of yet, I will keep you all posted. I do believe this forum will keep growing and hopefully if all complain we will get somewhere. I submitted a E-mail to Highway too yesterday with my grievences

Maggie I really dont understand your message

I really think its worth some of you younger ones checking out the pay as you go insurance, its supposed to be a good deal if your sensible driver and with norwich union you get the first 100 miles each month without any charge

 

 Eggy

neils123:

I also think that it should be made clearer to the consumer, what key facts or assumptions the insurers are using to estimate their risk for each policy, I imagine that some of the information is gathered from third parties so may not be known to us at all, and other details given over the phone or the internet could be transcribed incorrectly or even missed out, unless we have access to this information, how are we able to confirm its accuracy? Yet that onus is on the consumer...

The problem here is that the agent you spoke to put your claim in incorrectly or not at all, and they are trying to cover their tracks. There should be adequate training for those on the telephone dealing with insurance due to it's serious nature. My first Insurance job I was told to answer telephones and answer the questions. No training, nothing. That's just poor.

Luckily some companies push for the employee's to go on training courses and encourage the CII exams.

Another problem is the internet. You should always confirm the details with the insurer before taking out the cover - regardless if the company is stupid enough to allow online purchasing for the cover.

eggyineggsile:

Hiya

I received a phonecall on the 16th to cancel mine and then received a letter dated the 16th saying 7 days from the date at the top of the letter. I have heard nothing more on amy of my complaints as of yet, I will keep you all posted. I do believe this forum will keep growing and hopefully if all complain we will get somewhere. I submitted a E-mail to Highway too yesterday with my grievences

Maggie I really dont understand your message

I really think its worth some of you younger ones checking out the pay as you go insurance, its supposed to be a good deal if your sensible driver and with norwich union you get the first 100 miles each month without any charge

 Eggy

Hi Eggy,

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.

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 

 

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

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!! :)

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