Name: Hastings Direct Smart Miles
Rating: 3.31

“Good but needs improvement,my scores are fairly reasonable and have not dropped badly like some people’s on here but when your score has dropped (my acceleration is 94 and braking 90) it’s near impossible to get your scores back up. I have to pull out on an extremely busy road Every time I get in my car which is also on a hill meaning I have to put my foot down but clearly get penalised for it even though it would be rather dangerous to pull out slowly and as for braking I always give myself enough time to stop and the only time I’ve had to brake a bit harder is at the fault of other drivers yet it looks bad on my score. Smart miles need to make it easier for you to get your scores back up as it isn’t fair.”

Helpful Report

Posted 5 years ago

Hello Chloe, Thanks for taking the time to feed that back to us, we've passed this on to our development team to make sure they are aware of this. For future reference, if you do have any questions around your score and you need to get in contact with us, our first response team will be happy to help and you can contact us on 0333 999 8372. ~Ethan.

Posted 5 years ago

“My daughter changed her car three months ago and had a new box fitted. Immediately we noticed that there was a 20 odd point disparity in scores between the old and new boxes. I called Hastings straight away and a lovely lady offered to investigate. Eight weeks and none phone calls later (and three requests to be put through to a supervisor to no avail) I have been informed that my daughter’s policy is being cancelled in four days time (too short a time for the complaints procedure). We now have lost eight months worth if policy payments because she will be starting a new policy from scratch. The frontline customer service staff are fantastic and very helpful but they are totally let down by inept management that refuse to look at evidence (we have screenshots of both box scores) I can not recommend highly enough that any considering a Hastings policy go elsewhere..... (ps insurance ombudsman is now involved)”

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Posted 5 years ago

Hi Jason, I'm sorry if you've had a negative experience. We have a dedicated SmartMiles team who look into how to improve your score and you can reach them on 0333 999 8372. If you're looking to go to the Ombudsman, you'd have to raise a complaint through us first, if you email us at contact@hastingsdirectsmartmiles.com with your policy details and complaint points, we'd be able to raise on for you. I hope you're able to come to a reasonable outcome. ~Elle

Posted 5 years ago

“Ive just had an interesting chat with a customer service worker for hastings smart miles. When i asked if the scre was worked out by percentage? He replied no?? I the asked if it was possible for him to send me an email explaining the scoring system. His reply. "Oh no sir its company policy not to divulge the way we score YOUR driving". I then asked. So how do we know if your scoring us correctly or incorrectly. His answer. "Well sir we at Hastings don't like to give out our secrets for competitors to steal" At this point my lip was bleeding. I had to bite it that hard to stop me laughing. What are Hastings afraid of? Why can they not just divulge the way they calculate their scoring method. Or is this a cute way of stopping you scoring to high. Therefore making excuses to raise your insurance premiums. There's a funny smell to this. Maybe it's B/S. I'll leave you to decide!!!......”

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Posted 5 years ago

Hello Trevor, Thank you for your feedback and apologies that it seems there has been hurdles when trying to get straight answers. The scoring system is no mystery or secret, your braking and acceleration scores are generated via G-force and if you brake too late or accelerate too quickly your score will be affected. Your time of day score is quite simple in that if you drive between 10 pm or 5 am again your score will be reduced. The speed score is calculated via a GPS signal that is found in the telematics box. Your braking and acceleration score has lesser bearing on your score than your time of day and speed, if you speed between 10 pm and 5 am, your score will be heavily affected. If you wish to discuss this in more detail, please don't hesitate in contacting the team on 0333 999 8372. ~ Jamie

Posted 5 years ago

“Absolutely the worst first time insurance I could have went to, constantly emailing and threatening to cancel my insurance claiming it was due to my driving. Then demanding to change near £200.00 in cancellation fees. Disgraceful!”

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Posted 5 years ago

Hello Olivia, Thank you for your feedback. I'm sorry to see your experience has been a negative one. We do require you to have a score above 40/100 and are very transparent about this, the reason we try and contact you is to offer help, support and advise to improve your score. If you call the team on 0333 999 8372 an advisor will be able to assist you further. ~Jamie

Posted 5 years ago

“Very confused with how sensitive my Hastings smart miles telematics box is? Each time I drive my car (Vauxhall Corsa) my overall score declines. It is currently showing up as a good overall score of 61/100 but I’m very worried why my score seems to in no way shape of form improving? I’ve had my policy for nearly 3 months now and I’m just struggling to figure out how to keep at least a good score to avoid any cancellation. Being a new young driver I don’t want insurance to be anymore difficult to afford than what it already is and the stress of worrying about something that shouldn’t be so stressful! I’ve read everything about my policy and about the insurance company on how I can improve etc. Queries about my score : Acceleration : Since taking out my policy my acceleration score 90% of the time declines, normally by 1 or 2 points each journey I make. So I did my own experiment on how I could improve. I began by using 1st gear just to pull away with and crawling in traffic, 2nd gear for crawling in slow moving but not standstill traffic and building up speed. Then 3rd gear for driving in 20 zones and in built up areas and other roads for example which may have many parked cars to then build up some speed to change to 4th gear in 30/40mph zones. I only use 5th gear while on dual carriageways and on the motorway. This did manage to start building my score up again but only for a short while. I managed to build my acceleration score from 53/100 to 59/100 just for it now to fall back to 51/100 even though my driving hasn’t changed since that time of improving... it doesn’t make sense. It’s even caused me to stall many times, especially on hills as I’m too scared to rev on the accelerator thinking that my score is going to drop. I live in a city where there are many steep hills and slopes so sometimes it’s unavoidable. Braking - Now braking is my worst score! I’ve got 4/100. I’m considering getting myself a dash cam to prove that I keep more than enough good distance behind other cars and giving myself plenty of time to brake. Could it be that I may have a problem with my brake pads? I’m not sure but I am having them changed this upcoming weekend and I’m hoping new brakes might help improve my score and performance. Even on a sunny clear day I brake in plenty of time and as smoothly as I can almost like I’m in icy conditions! I think they are too harsh with the braking score. Sometimes you can’t help needing to brake sharply or suddenly, especially where I live, other drivers just have the audacity to pull out in front of you or chance dangerous manoeuvres! Has anyone else managed to improve their braking score or is there no going back? Speed - My speed score is pretty standard. It is 80/100 even though I know I never speed. I can not stand speeding, even in 20mph zones. I believe it’s that speed for a reason. Black box or not I keep to the rules of the road on that one. I believe my score may have dropped because a road may not be updated on their system yet. There is a new dual carriageway in my city that’s recently changed from a 30mph to a 40mph and I use that road at least twice a week. Could be the culprit so I’m not too worried about that as I trust Hastings will have there’s record of roads updated regularly. Time of day - I understand and I know that is has been stated on the policy that there is a ‘curfew’ between 10pm and 5am. Hastings do state that driving after 10pm could affect your score but understands that people can’t always avoid driving after this time. Especially for me I get the odd shift at work which requires me to finish at 10pm. Even though I rarely get a shift like that, I still have to drive myself safely home otherwise it’s a 2 hour bus journey and why should I catch a bus and be less safe when I have a car and license! I’ve very rarely drove between these hours and the latest I’ve ever drove is 11. I do believe they should extend the hours between 11/12 till like 5. I know they say that accidents are more likely to happen between the hours they have stated and at least they give a bit of way with that. It’s not advisable to take the policy if you have to drive after 10pm regularly. I do disagree with having a curfew, it doesn’t make driving feel as free as it should be. I know they’re trying to avoid accidents and look out for their drivers but really? If something bad is going to happen it’s going to happen and can happen any time of the day. I don’t tend to drive after 9pm anyway but when I need to drive later it can be very frustrating. Overall, it’s just an average black box and telematics system. I believe that some people can get faulty problems with them and I don’t believe they’re always true. What ever happened to us relying on technology now a days. It’s proven that all types of technology isn’t always correct so the same out look should be for the black box. Not too long back the Daily Mail flagged up an article ‘Can you really trust your vehicles black box ?‘ So far I won’t be renewing with Hastings smart miles if this problem with the black box persists until I see improvements again. It can not be blamed just fully on my driving, they also need to realise that new drivers don’t learn how to drive properly until after passing and driving on their own. Also take in to consideration that every car feels different to drive and drivers need a chance to get use to their car and how their car works. For example my corsa could give a completely different score to an Mercedes or Fiat as they all work different in some way? And how do they expect to receive more customers when all they seem to do is get bad reviews? Won’t surprise me if they go bust when everyone stops renewing with them or serious legal action is taken against them by the sounds of things. My personal experience so far is 40/100 and it’s now up to Hastings if they want to be fair to me and their other customers that seem to be having the same problems as I am. All they need to be is more considerate and have more faith in their drivers. Fingers crossed I see improvements !”

Helpful Report

Posted 5 years ago

Hello, I'm sorry to hear you feel this way and I hope you have since managed to speak to someone to look into this for you. We do have a team specifically designed to help you improve your score and they are our first response team. You can contact them on 0333 999 8372 to look into this for you but in the meantime we'll be sure to pass your feedback on to the relevant department. If you do have any further queries around your policy and you need to get in contact with us, you can email us at socialmedia@hastingsdirect.com. ~Ethan.

Posted 5 years ago

“My son had a black box fitted from Hastings Direct (his second, first was a different coy but dearer than the renewal quote from Hastings hence the move) and the scores he receives are laughable. Please avoid this company if you want to insure your child. I have been out with him and watched his style of driving and then looked at his scores. I was amazed at how bad they are. It’s either broke or they expect him to drive Miss Daisy around??? Looking to source a new provider and pay that little bit more. Their threatening behaviour is alarming for a young lad. Frankly just S**t!!”

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Posted 5 years ago

Hi, I'm sorry to hear this is the case. We do have a first response team who will be happy to advise you on how to improve your score and you can speak to them by calling 0333 999 8452. I hope this issue is soon resolved for you. ~Lillie

Posted 5 years ago

“AVOID AVOID AVOID!! I took out the policy January this year, received an email in February stating a low score. At this point requested the iPhone link app. to measure performance. No link received. Called twice more, received no communication. Tried to go on line to register, but you can not without a password that they should forward you. Called again, to which they asked for a password, explained I had not been sent one. Later in September received another low score rating, at which I searched the net an ideal of how they measure performance. I do not break hard, and rarely out late. My car stationery for best part of the day. November, I receive another low score, and notice to cancel policy. (IF THEY CANCEL, YOU WILL BE PENALISED BY OTHER INSURERS) On calling, they explained my performance and actually stated it was not that bad on most area's but I should drive more in the day if I have a rare late night out, (surely stationery is safer?) and that I must accelerate to fast between gears if my breaking was controlled? I explained that I requested the dashboard several times, to which the Lewis, taking the call said he understood and that he would check calls logged, go to the underwriter and email back the next day. Guess what, he did not. But received another cancelation letter the following day. Another call was made, and Lewis did not take my call as he said he would, but another representative said that my call logs where not found, only one requesting the Dashboard. He said if we had not receive it we should have kept contacting them ….. REALLY? If they record all calls, they must have evidence they sent the email with iPhone link, or evidence they posted out a pass word ?? I asked for their complaints policy procedure, He said I would receive an email from their complaints department. Nothing as of yet. Today, I have spoken to Tasha, who was very helpful in cancelling the policy. One team member who actually come through. Please read through these reviews, I wish I had. It is a total rip off. And hassle a new driver could do without. No claims bonus here, they will cut your policy short, and try to charge you for cancelling too.”

Helpful Report

Posted 5 years ago

Hello there, I'm sorry to see you have had such a negative experience especially if you have tried so hard to get assistance from us. We would like to understand why this matter has arisen and why we were unable to help you as we should have. Please can you email us at socialmedia@hastingsdirect.com with your policy number, vehicle registration and date of birth along with this review so that we can ensure it gets raised with the Customer Relations department. As soon as this is investigated, we will get back to you. ~Jamie

Posted 5 years ago

“The price is good but its not worth the amount of stress they put you under to keep your score above 40. It sounds easy enough but they will f**k you over at every given opportunity. Taking points off you for no reason. They say there curfew isn’t strict but it is and once you score drops good luck trying to recover from it.”

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Posted 5 years ago

Hello, I'm sorry to read that you had a poor experience with your Smartmiles policy. Hastings Smartmiles does disclose that the time of day will affect the score before the policy is bought, I'm sorry if this information wasn't seen before purchase. If you're still insured with Hastings, I hope your time with us improves. You can contact the Smartmiles team on 01733 308 380 if you need any help with your policy. ~Theo

Posted 5 years ago

“Staff are very friendly for the most part, but the scoring system is awful and far too harsh. Cancelling my policy now and going elsewhere, they’re awful and improvement is nearly impossible.”

Helpful Report

Posted 5 years ago

Hello Kieron, I'm sorry to hear you're looking at leaving us and I do understand the frustration this may have caused. We'll be sure to pass your feedback on to the relevant department and hopefully we'll be able to offer you a competitive price in the future. ~Ethan.

Posted 5 years ago

“Took out this policy for my son. His girlfriend has the same policy. He had someone out to put the telematics box in his car,yet his girlfriend and some of his friends had to fit their own. He has received a threat to cancel his policy as his braking score is extremely low,yet he brakes in plenty of time. Once a week he drives to college which is in the country side. So its₩ lane driving. Yes sometimes you have to brake harder than normal due to other drivers. He has been given several reasons why his braking is low and they are all a load of bull. Who else is having these issues?? We really dont need the added stress especially the way he is being spoken too on the phone by Hastings. His braking score has been the same for the passed 3 months and has not moved. I have driven uis car with 25yrs experience yet his score still doesn't move. They tell him the box has updated their end. Personally I think it's a faulty box.any advise before I start really complaining.”

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Posted 5 years ago

Hello Karen, I'm sorry to hear you feel this way and I hope you have since managed to speak to someone to look into this for you. When setting up a policy with us, we do make sure you are aware that some vehicles need one of our engineers to come out and fit the box to your vehicle, whereas other vehicles allow you to fit the box yourself. That would just depend on the location of your car battery and how easy that is to fit. However, if you'd like to discuss your score, we do have a first response team who will be happy to advise how to improve your score. If you'd like to speak to them, you can call them on 0333 999 8372. ~Ethan.

Posted 5 years ago

“DO NOT USE THIS COMPANY. Paid £100 for a black box got a 94/100 and was congratulated, they promised a discount , from day one I was sorry I fitted a box because you get a lot of stick from other drivers for driving correctly ! My quote for renewal with discount came back at double last years cost, the promise not to increase is just bull.....DO NOT USE THIS COMPANY”

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Posted 5 years ago

Hello Christopher, I'm sorry to see your experience with our SmartMiles policy was not a good one. With such a high driving behavior we would expect to see a good reduction on your renewal quote however, if there has been a claim in the year or any other discrepancies during this time, the quote can be higher. All quotes are also generated in 'live pricing' so can change constantly. ~ Jamie

Posted 5 years ago

“i have had the policy for a year no problems im looking to reneiw and have been told if scored drop below 40 it wont be cancelled is this correct?”

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Posted 5 years ago

Hello Rob, Yes, that's correct. We're pleased you've been happy with your policy and we'd like to thank you for taking the time to leave us a review. ~Ethan.

Posted 5 years ago

“This is not company to do business with. I bought one of their policies on the understanding that it promotes cheaper car insurance for careful driving. What nonsense. I know how to drive. I have been driving for over 50 years which includes driving professionally for part of my driving career. I completed a year with a score of 94/100. on receiving a renewal quote from this company, the premium had risen considerably. I contacted this company and I was not given an explanation for the dramatic increase except that insurance is apparently calculated on a daily basis. I wonder then what on earth had happened on the day my renewal was created. I carried out a search and found comparable insurance much cheaper. This company places stringent restrictions with driving habits and there is no advantage. It creates an environment of dangerous intimidation from other road users and there is no reward. My message is, unless this situation is unique to me (which I doubt), don't bother with telematics. it is expensive in itself and clearly doesn't make a difference.”

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Posted 5 years ago

Hello there, I am really sorry that we weren't able to offer you a competitive renewal quote and that you feel you've had a negative experience with us. We thank you for previously insuring with us and we're sorry to be losing you as a customer. ~ Amber

Posted 5 years ago

“A couple of months in and fine so far. It seems worth the hassle for significantly cheaper insurance and I'm pleased that it makes me observe the speed limit 100% of the time - tricky at first but now it's just habit. It was the only vaguely affordable way to insure my daughter on my car so unfortunately it lumps both of us together as one driver even though I am the main user and have been driving for 25 years. We're losing more points than I expected on accelerating but maybe that's fair feedback. I'd like more info about how this is measured though as I suspect it is related to how/when I am changing gear rather than actual acceleration. The 10pm curfew is a bit on the early side and we lose around 5/100 points each time we travel after 10 although we get them back over time - I would avoid getting this insurance if you know you regularly have to drive after 10pm. I personally think they should change this to 11pm to cater for people who work and have a social life!”

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Posted 5 years ago

“Never have I experienced such poor customer service if I ran my business like this I would be bankrupt in a month Staff have no interest in customer service Payed upfront £1600 pounds for a policy for my son with smart miles box last November he got all the usual threats every one gets to cancel for late night driving not driving etc etc Cancelled policy told no refund as a claim was outstanding against my son which has since been thrown out contacted Hastings after this and the now don’t recognise our policy number what a load of bull will be taking this much further”

Helpful Report

Posted 5 years ago

Hello, I do apologise if you feel you've had a negative experience with us and I hope you have since managed to speak to someone to look into this for you. Without looking at the policy, we're not able to confirm what has happened in your circumstances. However, we can raise a complaint on your behalf if you contact us at contact@smartmiles.com. We'll do our best to help in any way we can. ~Ethan.

Posted 5 years ago

“Spoke to Hastings before taking out policy for my daughter. Explained that she does work until 10pm twice a week, but only 1 mile from home. The guy told me that they understand people have jobs, but if she drives more during the day it will counteract this. After a 27 mile trip today, her time of day does not seem to be improving. How many miles do we have to drive. Feel like I’ve been misold this policy. Any advice???”

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Posted 5 years ago

Hello Jo, I'm sorry to hear you feel this way and I do understand the frustration this can cause. Your scores will update every 60 miles and we do have a specific team designed to help you improve your score and they will be able to inform you of the best ways to do so. If you'd like to discuss this further, you can contact our first response team on 0333 999 8372. We'll do all we can to help. ~Ethan.

Posted 5 years ago

“The WORST. Hastings direct has caused me nothing but stress!!!! Please save yourself the trouble. Lazy, inconsiderate and sloppy! Way more hassle than it’s worth. The worst communication and correspondence team I’ve ever experienced. Various mistakes constantly made on there behalf yet no effort to rectify. If you want anything done you have to call them 10 thousand times! This company will find any opportunity to squeeze money out of you, i have even had claims put on my account that did not even exist!! They will find any opportunity to try and cancel your policy and even tried to cancel me because I changed my job ( even though I made it explicitly clear that I would not be driving to work). Impossible to communicate with, and when you do finally get of hold majority of the team are RUDE. You can just tell the don’t care about you or your problems. Please young drivers, STAY AWAY!!!”

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Posted 5 years ago

Hello, I'm sorry to read that you had such a poor experience with us and if throughout your time you did not receive the level of customer service you deserve. Please be aware that the occupation is a rating factor on the policy so whether you drive to work or not the correct information does need to be recorded on the cover or the policy would be invalid. If you have since cancelled the policy with Hastings Smart miles, I hope that you were able to find suitable, competitive cover for your vehicle. Also if you do wish to raise a complaint with the Smart miles team concerning the poor experience you've had, please contact them on contact@hastingsdirectsmartmiles.com so this can be raised for you ~Theo

Posted 5 years ago

“Do not go for this company you honestly would rather pay a bit more to save your self from the worst company out there! I had an accident in which my cars structure was damage so my car was a right off. I spent THREE weeks without a car because that’s how long it took them to give me a price and resell it to me. bare in mind I am pregnant and they had no consideration. They don’t ever call you you have to chase them up every day and each tel member has completely different information and tells you a completely different story! Three weeks of struggling then I got the car back and that was the shock on my life during the accident the front pumper was damaged and that’s about it.. I get the car back and it looked like it had been through a word war I couldn’t even recognise it. scratches all around the car seats have been ripped apart and broken the radiator was hanging off the car wires you name it the whole front bumper was ripped off and bent to fit inside the car all the lights were ripped off when they were completely fine prior to the accident tape all over the car pieces were missing a bad a quote to fix it for £800 within a week to then become £2000 and minimum two weeks wait. They couldn’t care less and acted like it wasn’t their fault disgusting company honestly”

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Posted 5 years ago

Hello, I'm sorry to hear you've had an accident and I do appreciate the frustration this could have caused. I hope you have since managed to speak to someone to get some clarification around the damage to your vehicle and the outcome of your claim. If you do have any other questions around your claim or would like to get in contact with us, you can email us at socialmedia@hastingsdirect.com. We'll do our best to help in any way we can. ~Ethan.

Posted 5 years ago

“After reporting the damage caused to my car by Rs and showing you the pictures of the bodged wiring you have the cheek to send me a letter saying that it’s ok to do that and I should contact other people to sort it out . You were very quick to not insure my son when he put a exhaust on his car which was professionally fitted but won’t recignise poor workmanship by people you contract to fit smartmiles boxes . You’ve just took there word for it without even looking at the car which I find totally out of order . I would say to everybody having a box fitted make sure it’s fitted to the batterie and not solderd and cut into the main wiring loom . A very upset customer Lewis white”

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Posted 5 years ago

Hello Lewis, I'm sorry to hear you feel this way and I hope you have since managed to speak to someone in regards to this. For future reference, if you do need to get in contact with our smartmiles team, you can contact us on 0344 800 2561. Alternatively, you can email us at socialmedia@hastingsdirect.com. We'll do all we can to help with any questions or queries you may have and we will do our utmost to help in any way we can. ~Ethan.

Posted 5 years ago

“Absolute disgrace of a system that gives the underwriters more control of us than law or even legalese. My son has been on this system for 5 mths and after paying to date a large sum of money, his insurance is being cancelled because he doesn't pull away or brake correctly and drives after 10pm too much. Insurance corps like all corps are control mechanisms stealing our hard earned cash whilst controlling us like they are our parents!! Will be taking legal action, they bribed my son with "If you leave you won't have cancelled insurance to deal with" so people won't have a leg to stand on in court. We refused this disgust also!! Will be chasing down directors of both hastings and the under writers, might turn up at one of their functions!!”

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Posted 5 years ago

Hello Mark, I'm sorry to hear you feel this way and I hope you have since managed to speak to someone to explain the reasoning behind the cancellation. Without looking at your son's policy it's difficult to understand why the score has dropped so dramatically. We are very transparent with our terms and conditions on our website about driving between 10pm to 5am, the reason we have this time frame as an insurer, we know that most accidents happen between these hours and we do have a responsibility to ensure our younger, more inexperienced drivers are safe on the road. We do suggest that you don't drive between these hours but we do understand that sometimes you may need to. For any further questions around the score on the policy, you can contact our first response team on 0800 048 2955. We'll do our best to help with anything we can. ~Ethan.

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 72%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

Hastings Direct Smart Miles Reviews