So, I had bought a Car Insurance Policy with Hastings Direct on Tuesday.
The day after (which was yesterday), I get an email telling me that my policy had been cancelled.
I had to call to get more information, however all they told me was that the underwriter had me flagged for making multiple quotes with different details.
Now, as far as I am aware, the only “different quotes” would have come from using different comparison websites.
I requested more information about these different quotes but all they told me was that what they told me was all the information was what the underwriter had given them.
They told me that I would be able to start a new quote and get a new policy.
That was the end of the first call.
I called them up again as I wanted to clarify whether or not if I can make the quote straight away or do I need to wait some time and whether or not I will be getting a full refund.
They told me that I wouldn’t be able to get another quote with Hastings and I’d have to take out a policy with another company and that I’d be getting a refund but they’ll be keeping a £20 set-up fee.
I asked to speak a manager but one wasn’t available so they had to call me back.
They called me back in about 30 minutes and all she did was basically reiterate the same thing the last person I was on the phone to said and that I will not be able to get the £20 set-up fee back. I asked if I could at least get more information regarding the reason behind cancelling my policy but they again told me that the underwriter made this decision and they are unable to get any more information from the underwriter.
So I asked for the underwriter’s details so I can contact them myself and maybe get some details.
But, they couldn’t give any contact details. They could only give me the underwriter’s name, which is Advantage Insurance Company. I told them that I intend to make a complaint about the service and I was told that I would be contacted by the Customer Relations team in the next few working days.
That ended another pointless phone call.
So, I looked online for the underwriter to see if I could get information.
It turns out that they have their own complaints email…..which is a hastingsdirect.com email address. But Hastings told me they couldn’t give me any contact details.
In the end, I decide to email a complaint to the provided address, pretty much explaining everything that I had been through and asked about the set-up fee, so we’ll see what happens.
I just wanted to know if this has happened to anyone and what they did about it?
Thanks for reading and responding.