Basically, after my yearly car insurance policy has ended. I received a quotation to auto renew my policy which was nearly double what I was previously paying. I emailed my intentions using the online portal because marshmallow insurance claim to not have any offices for human interactions. The ai correspondent did everything not to understand my request to cancel the auto renewal which I had 14 days to do.
During this time I lost my phone and was unable to log back into my portal without using the telephone number associated with the app… after several failed attempts marshmallow went ahead and debited my account £202 for which they stated was for the time used plus cancellation fee. This is 16 days after auto renewal, including a 14 day grace period. I requested my money back and explained through email that my intentions were clear and furthermore was not using the car.
What fascinated me the most was that the auto renewal had several add ons which was not on my previous policy which gave them a leverage to entrap the customer attempting to leave and look elsewhere. I raised the concerns with my bank which I believed prompted an email clarifying their actions with only half of the conversation I had prior in the portal.
I’m still unable to get back into the portal to retrieve the conversations that I did not wish to continue and was looking elsewhere from the auto renewal was announced as a result they consider their actions justified to my dismay.
Claim your business profile now and gain access to all features and respond to customer reviews.
We are building a world where insurance benefits everyone. This means using technology to provide car insurance which is affordable, instant, and inclusive.
