So, here’s the thing – in November 2021 my son changed his car. He bought a top of the range Golf R at a good price. It was a 2015 plate but only had 4832 miles on it. It was absolutely pristine – it even still smelt like a new car. The previous owner was a millionaire and had hardly used it. He’d also ticked every available option. The car still had the bar code stickers on the shock absorbers and still had the original screen wash. It had adaptive cruise control, winter pack, adaptive headlights, heated water jets, heated headlights, heated seats, panoramic sunroof – absolutely everything. This was a unique car in immaculate condition. There simply wasn’t a mark on it. My son bought this car as an investment as it was likely to hold its value well or even increase in value (as values of second hand cars are currently rising).
On Jan 7th 2022, barely six weeks after buying the car, my son was driving to work along a long straight road when a large Mercedes SUV approached from the left at a crossroads. That side road is a little used country road. The road my son was on was the main road. The driver braked for the junction but hadn’t taken into account that she was on sheet ice. She couldn’t stop and slammed into the side of my son’s car pushing him across the road and into the hedge. Fortunately, no-one was injured.
Both parties contacted their insurance companies and arranged for collection of the vehicles. The woman driver admitted fault. She was insured with Hastings Direct and Hastings offered my son £200 if they could just deal with it, rather than going through his own insurer. Thinking this would simplify matters my son agreed. They provided a courtesy car very quickly and he was back on the road the same day. So far, so good.
On Jan 26th my son was informed by Hastings that the car was being written off in Category S (ie salvageable) and that the engineers had valued the car at £23,265.
Bear in mind that in his own insurance policy it states: << with another of the same make, specification, model, age, mileage and condition as my car immediately before the loss or damage happened
>>.
Let’s not forget that this was a rare car and to replace with a Golf R of anywhere near this specification was minimum £27K. As soon as you added panoramic sunroof to the search terms the minimum price was £30K and there were only 59 cars available in the whole country.
Therefore a response was sent to Hastings
(a) Rejecting the valuation
(b) Asking to see the engineer’s valuation report
(c) Asking what criteria the valuation was based on
(d) Providing photos of the car to show the exceptional condition
(e) A condition statement from the previous owner
(f) Screen shots of prices of comparable vehicles.
In fact, here is the condition statement from the previous owner:
<< To whom it may concern.
I Bxxxx Mxxxxxx am writing this letter as I am the person who sold the VW Golf R reg XX12 XXX only on the 21st of November 2021 just around 7 weeks ago.
I'm writing this statement just so you're aware of how immaculate this car was before the accident.
The car in question had only covered 4832 miles which is as you can understand a very rare find for a 5 year old car indeed totalling an average of 996.4 miles per year, because of the substantial low mileage as you can understand the car was immaculate everywhere as it had never even been out on a wet road before Mr X Hildreth’s purchase.
This car has had all services carried out at every interval regardless of hardly moving between one service to the next.
When you opened the door on the car it still smelled showroom fresh and for you to understand how little the car had been used it still had the water and screen wash that it come with from the VW dealership.
The car was also ordered with a very high spec, including heated water jets, heated mirrors, heated seats, satellite navigation, adaptive cruise control, Dynaudio, parking sensors front and rear and also the panoramic roof.
The car itself was finished in the most desirable Lapiz blue and paintwork was immaculate everywhere with no stone chips or blemishes anywhere, the car had been ceramic coated at a cost of £750 also keeping the paint in top top condition.
All four wheels diamond cut face were absolutely immaculate without a mark in any of them whatsoever.
As you can imagine to get a car of this standard and spec and the incredible super low mileage ( backed up by the service book and mot's) to own a car like this costs more than the average raced and abused VW Golf R's that the market is normally saturated with comes at a cost.
Mr Hildreth just bought this car less than only 7 weeks ago, as you can understand this car has such a high spec and mileage so incredibly low this car must of been so very rare that I very much doubt there will be another like it for him to replace the car like he had before the accident.
>>
After that there was a long delay. My son would get phone calls at work that he couldn’t take so he emailed Hastings on more than one occasion to say they should communicate by email as he works long hours and is unable to take phone calls at work. The emails were never from a named contact and they ignored his requests to not phone him at work.
At one point, in frustration he asked his own insurers (Zenith) for advice/help – they referred him to their underwriters Markerstudy. They made one contact with my son and said they had him down as being at fault. When it was pointed out to them that this was wrong the lady said that she would get that sorted and they would get back to my son in 5 working days – then nothing. They were going to try and get the engineer’s valuation report but we heard absolutely nothing so were still forced to deal with horrendous Hastings.
Hastings increased their valuation to a still measly £24,613 but ignored the request for sight of the engineer’s report, and still ignored the request for the valuation criteria.
My son again rejected the valuation, asked again to see the report and the criteria and now submitted details of a trade valuation from a trade database of £27K+ (bear in mind that this is a trade average valuation and does not reflect the retail valuation of a car that is so far above average).
Again, nothing from Hastings apart from the occasional phone call when he was unable to take the call.
Finally, in desperation, an email was sent to the CEO of Hastings asking for him to intervene. He did – but the outcome was not what we wanted.
(a) The following day there was an email from a named contact – at last.
(b) The valuation of £24,613 was repeated as the final valuation and if this was not accepted by the following day the wrecked car would be returned and the courtesy car reclaimed and my son would have to start the process all over again with his own insurance company.
This left my son with no option but to reluctantly and under duress accept a valuation approximately £6000 less than the true value of the car.
Hastings:
• Ignored all the evidence submitted about the condition and value of the car
• Ignored the requests to see the report and valuation criteria
• Ignored requests to communicate by email
• Provided an insultingly low valuation
• When challenged provided another valuation, still insultingly and ridiculously low and below the true value of the car
• Ignored recent increases in the values of second hand cars (indeed, the value of the car my son sold to buy the Golf had increased by £2000 in the time since he sold it)
• Basically blackmailed my son into accepting the low valuation by threatening to dump the wrecked car on him for him to start the process all over again.
• Did not even offer the opportunity of mediation by an independent arbitrator
This is disgusting and disgraceful treatment from an insurance company. My son bought a car with the expectation that it would at least hold its value well but has had been reimbursed with a sum that was at least £6000 less than the car’s true value and yet he was the innocent party in all this. This process took so long that my son had the courtesy car longer than he had the Golf and in that time the values of second hand cars was still rising. My son feels he has been totally ripped-off and cheated by Hastings who have shown themselves to be conforming to the worst stereotype of the insurance industry.
Our experience of Hastings is totally negative. My son feels totally ripped off! He is out of pocket through no fault of his own. Hastings treatment of my son's claim was appalling and shows they are a company to be avoided at all costs.