Marmalade Motor Insurance won't communicate with us?

ChristopherWren

Our new 2 1/2 month old car was stolen on 14 November during a trip to London and we immediately informed Marmalade about the loss (the Police closed our case the next day saying they did not expect to get the car back or apprehend the thieves). However, after our first call to inform them Marmalade have never answered any more calls or responded to our emails. Our insurance with Marmalade is underwritten by Ageas who are trying to help, but they are having the same problem trying to resolve our case as Marmalade won't respond to their calls and emails either.  Ageas say that we should get a 'new-for-old' settlement but because Marmalade won't communicate with Ageas or with us, we are stuck. My wife and I are beyond retirement age. We are devastated by the loss of the car and we live in a rural area so we really rely on our car.  We can't go anywhere because Marmalade won't engage with us or the underwriter to progress this case as normal. We're now stuck in limbo and don't know where to turn. Has anyone else had the same experience with Marmalade? Does anyone have any advice about what we should do next to get our case moving?

DullGreyGuy

When you registered the claim did they give you a different claims telephone number to use going forward? I note their claims number on their website goes to Carpenters Solicitors who do offer a full service claims offering but more commonly just take first notification of loss before passing fault/theft/fire claims off elsewhere. 

You ultimately need to follow the complaints process as outlined in your policy book.