A blunder by insurance company Hastings Direct has caused a mix-up, with some customers anticipating refunds while others are left scratching their heads. The firm sent out emails to certain clients stating they had been “overcharged” on their recent car insurance agreements.
The email further promised that customers would be reimbursed “everything” owed and would be “paying the amount you should have done originally” as reported by the Mirror. The message added: “As you paid a higher price when you renewed your policy, it is being refunded to you. We’re really sorry for any inconvenience and here’s what we’re doing to put things right as quickly as possible.”
However, confusion ensued as many of those who received the email had never held policies with Hastings Direct or had cancelled them, leading to suspicions of a sophisticated scam. Meanwhile, genuine customers were concerned their policies may have changed.
In an attempt to clarify matters, people took to the company’s digital channels, only to find the website, phone lines, and app were all unavailable at the time. Frustrated customers took to social media on Tuesday, tagging the official Hastings Direct page in their posts, asking “what’s going on? ” and expressing brief relief with comments like “it’s not just me”.
Eventually, the company responded on the platform, clarifying that, contrary to the earlier communication, no refunds would be issued. The company issued an apology on X, addressing the mix-up with customers: “Thanks for contacting us about this email. We are aware that a number of our customers have received an email regarding a refund for their insurance policy. Unfortunately this email was sent in error and we have let them know they should ignore it..”
They added: “We can also confirm this incident is not a data breach or leak. Just so you know, if you’re currently insured with us then nothing has changed with your policy. We apologise for any confusion that the email may have caused.”
“To clear up any misunderstanding, a follow-up email was reportedly dispatched to all recipients of the erroneous message, clarifying that it had been sent in error and advising them to “disregard it”. Despite the resolution, not all customers were appeased, as one disgruntled individual expressed on the expanding X thread: “Don’t play with my emotions like that. Felt like I had won the lottery for an hour and seventeen minutes.”