One of the worst customer service experiences of my life... I moved away from Admiral as Marshmellow had good reviews and fairly cheap fully comprehensive insurance, I looked past the fact that they are new and have no phone number, and all was well in the beginning until "Finley" reached out asking for my NCD proof, threatening to increase my policy fee in 7 days by £746.64 "I'm afraid that without any additional proof from you, we will need to remove any unproven discounts we have applied. I can see that this will lead to an increase in your premium of £746.64. As this is a large amount, we'll need to charge a 15% upfront payment of £112.00, to ensure you are covered for the rest of the month. The remaining £634.64 will be added to your monthly payment plan. I completely understand that this is not what you were expecting to hear and I'm sorry for any disappointment caused. What happens next? You have two options: You can confirm the change. In this case, depending on your payment method we will either spread the additional amount across your monthly payments or charge the card we have on record. You can decide to cancel your policy with us . Please note there may be a cancellation fee if you are outside of your 14 day cooling off period. If we don't hear back from you within the next 7 days we will assume you don't want your cover to be interrupted so we'll process the change. Please note, if you are on the Marshmallow Essential or Lightest plan, there may be an additional admin fee included in the price to make any changes.  Please let us know how you would like to proceed. Best wishes, Author name The Marshmallow Team" I responded straight away to say that this should have been requested within the two-week cooling-off period and that I am awaiting the proof to come through from my previous insurers in Australia.  "On Tue, 22 Aug 2023 at 12:31, The Riddle wrote: Hi Finley, I have asked my previous Australian insurance company to issue an NCD certificate for my car. I'm not very happy about this; when I used the comparison site, it told me that the NCD was relevant irrespective of whether it was a bike or a car. I'm also not very happy because you have had ample time to let me know the provided documentation was unsuitable within the 14-day cooling-off period. If I cannot satisfy your requirements, I will cancel my policy and move it to an alternative provider. As mentioned, I don't think I should be penalised for this because you've had ample time to confirm within the 14-day cooling-off period.  Please confirm that If I wish to cancel between now and the next five days, I can do so without penalty. I will be forced to pursue an official complaint if you cannot confirm this. FYI, my previous insurer Admiral accepted the same NCD proof I provided you; I only migrated as I wanted a better "Comprehensive" quote" With this response, I was greeted with yet more smoke and mirrors with none of my concerns acknowledged. Clearly this "Finley" must be a bot or else incapable of reading, at the same time no one from the "complaints" team has responded to me and then this morning the crowning email from the diabolical team at Marshmallow. "On Tue, 29 Aug 2023 at 09:22, Finley from Marshmallow wrote:Hi there,I hope you're well  Just a reminder that I will be processing this change to your policy later today. Please do let me know if you have any questions. Best wishes, Finley The Marshmallow Team   FinleyMarshmallow" It goes without saying that this email essentially says "irrespecitve of what you have written we are going to charge you extra money today and no one at the Marshallow team gives two hoots.  I responded with the NCD proof and asked them to confirm where my complaint was up to and my options to cancel the policy. So unless you want your time wasted by a company that has zero understanding of customer service, avoid Marshmellow.