Review Time
Customer journey for me has been awful. I sold my car and tried to cancel the insurance. Got passed around lots of advisors after giving up on the chat bot.They couldn't cancel because of system issues, in the end I just asked they lapse it from renewal as this is in 2 weeks away and I just wanted off the phone.Got an email confirming lapse. Then last night I got an email confirming my policy has renewed and I need to sign a credit agreement. Called them and said this should be lasted, you confirmed it. Got passed to 3 different people and it still isn't sorted! They said they will call back as it is taking so long, been 2 hours now and my policy (for a car i no longer own) is still on cover and payment will go out next week.I am exhausted and really angry. Avoid at all costs!!
Ridiculous company. Appalling website and enquiry form clearly written by somebody who cannot write English, and with customer service staff who don't know what their own form actually says, and then say that it does not mean what it says. Why not write what they mean (it says when was car bought, but that apparently includes leased vehicles, which are never bought). They also think that the person leasing a vehicle might be the registered keeper of that vehicle. They can't be. The lease company is both the owner and registered keeper of all the vehicles they lease
this is a great product, adding insurance cover for a learner driver to the existing car insurance cover for a vehicle. It is exactly the common sense product required for a learner driver without risking the no claims bonus for the owner. Marmalade was very easy to complete the application.
Need to improve customer service; quicker to answer phone lines, speedier webchat responses. I personally spent hours on the phone! Noisy phone lines once you get through. Higher than average admin costs e.g to make changes to your policy and cancellation fees.Your response just highlights the inconvenience to customers having to contact you online which would mean holding on a telephone call for hours!
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Marmalade are champions for young drivers aiming to help you get on the road in a safer, fairer and simpler way.
Our learner driver insurance helps you to practise your driving skills in a friend or family member’s car without risking their no claims discount.
Our range of black box insurance policies allow young drivers to develop safer driving skills and build their own no claims discount.
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