Hastings Direct customers have been left baffled by whether a car insurance refund email is real or a scam. Hastings Direct sent two contradictory emails to customers and non-customers and the first claimed a refund was due to an overcharge.
But a follow-up email quickly clarified that the refund email was sent by mistake. The first email read: “Since you renewed your car insurance… we’ve discovered an error. Unfortunately, you were charged a higher price than you should have been. We’re now going to make sure you’re refunded everything you’re owed.”
One customer took to Reddit thread r/CarTalkUK and wrote: “I’ve never had car insurance with Hastings…” Around half an hour later, a second email was sent out by Hastings, putting an end to anyone’s hopes that they may have been due for a surprise January reimbursement.
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“You may have received an email telling you that we are part refunding you for your renewal,” it said. “Unfortunately, this was sent to you by mistake – so please disregard it.” The second email continued: “Just so you know, nothing has changed with your policy, so you don’t need to call us or log in to your Hastings Direct account. Thanks for your understanding and we’re really sorry for any confusion this may have caused.”
In an official statement, the insurer said: “We are aware that a number of our customers have received an email regarding a refund for their insurance policy. Unfortunately for most, this email was sent in error, and we have let them know they should ignore it, and apologised for any confusion that it may have caused.”
It came after another fumed: “Just had an e-mail informing me of a partial refund of my car insurance premium, and your phone lines seem to have fallen over so I can’t get through. What’s going on?”