DO NOT USE THEM !!!!Cancelled my policy unfairly.
I’ve had my policy cancelled due to false accusations. They have stated that I have breached my terms when I haven’t. There is no phone line to speak to a member of team, but rather a VERY SLOW chat message feature where they withhold information from you. I am now without insurance and need my car to commute for work. I would NOT recommend this company as they’re team are very inconsiderate and incompetent. I have been told that I have to wait 10 days for a response from the complaints team. Really unacceptable.
Reply from Marshmallow
Hi Anisah,
We are sorry to hear we have not been able to keep your insurance active. With all insurance contracts, the Policyholder has to ensure that all policy terms are adhered to. Failure to do so may necessitate the policy cancellation.
We understand how this situation can be challenging. It is stated in our Policy wording that our team may cancel a policy where reasonable grounds have been found to do so. For more details on why a policy may be cancelled, I have attached our FAQ page from our website below.
https://www.marshmallow.com/article/why-has-my-policy-been-cancelled
Here is our complaints handling procedure as well: https://www.marshmallow.com/complaints-policy
If you have any other questions, please feel free to open a new chat with us. You can either do this in the Marshmallow app or on our website here; https://www.marshmallow.com/help. Just scroll down to the pink "Chat to us" button.
Best wishes,
The Marshmallow Team