Provider responds after promising customers car insurance refunds ‘in error’

Hastings Direct has apologised after telling customers that they were eligible for a refund on their car insurance by mistake.

An email, which was sent out yesterday afternoon (7 January 2025), said that customers were charged a “higher price” than they should have been.

It added: “We’re really sorry for an inconvenience and here’s what we’re doing to put things right as quickly as possible.

“We’re now going to make sure you’re refunded everything you’re owed, so you’re paying the amount you should have done originally.”

Confusion

However, people were left confused by the email, with some having not even taken out a car insurance policy with the firm.

One person said on X: “I’ve had an email regarding a refund on my car insurance, my car insurance is no longer with you but my home insurance is. I can’t log into my account or get through to anyone on the phones. Help!”

Another added: “Looking forward to my refund although I’m not a Hastings customer? Never had car insurance with you?”

Meanwhile, one person took to LinkedIn to say that they had received a second email telling them to ignore the previous one.

They said: “The universe giveth and taketh away… or at least Hastings Direct does.

“I received the email below. Then I received another one telling me to ignore the first email. Gutted.”

Apology

Hastings Direct also responded to customers individually on social media yesterday afternoon to inform them that a mistake had been made.

And in a statement to Insurance Times, it 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.”