Marmalade specialises in cover for those with a learner's permit, short-term cover for students when they're home, black box cover for young drivers and named drivers on a parent's or grandparent's car. Solid customer reviews are encouraging and clear rules for black box driving keep you in the driver seat, however potential customer should be aware of a few missing features before signing up, such as no guarantee on repairs.
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In This Review
- Marmalade Car Insurance: Overall Review
- Customer Reviews and Ratings
- Phone numbers and policy documents
Marmalade Car Insurance Overall Review
Marmalade is a specialist provider of car insurance policies for young drivers who want a black box policy, learner drivers who don't have their full licence yet, student drivers and young drivers driving their parent's or grandparent's car. Marmalade accepts drivers up to 34 years of age and has policies aimed at 4 different types of young driver:
|Type of Marmalade Cover||Details|
|Young Driver Black Box|
Customers of Marmalade will have their policy underwritten by one of the biggest UK car insurance companies, LV= or ageas:
|Who underwrites Marmalade policies?||As of November 2019|
|New, Young Driver Black Box||highway (part of LV=)|
Marmalade Black Box: How Restrictive Is It?
A black box policy can save a young driver hundreds of pounds a year or more, because it encourages safe driving while a new driver is gaining valuable experience behind the wheel. Many black box policies are quite restrictive, imposing curfews and cancelling policies if you get a speeding ticket. How tough is Marmalade's policy?
For starters, there's no curfew so you can drive at any time and there's no mileage limit.
Marmalade tracks your driving through a black box which you can fit (or you can hire a professional from Marmalade for £50 - £100 to install it for you—call 01733 207960). The black box will track data including but not limited to the time of day/date of travel, location, distance driven, speed, braking frequency and force, acceleration and time spent stationary. This data will be used to develop a profile of your driving habits and patterns, as well as "driving behaviour scores" for each journey:
- Green journeys: Driving score over 75%; no premium increase or cancellation.
- Amber journeys: Driving score between 55% and 75%; no premium increase or cancellation but you and your named drivers can review these journeys on the secure Internet portal.
- Red journeys: High risk. A driving behaviour score of less than 55%; may result in increased premiums or cancellation of your policy.
Named drivers are altogether allowed one red journey, at which point you'll receive a caution notice by email and SMS. You have 24 hours to review this caution—after the 24 hours are up then an additional red journey will see you entering "Stage 1". You'll be in Stage 1 for 30 days, during which time a third red journey will cost you £125 and moving to stage 2, and so on:
|Red Zone||Time Period||Consequence of a Red Journey during this stage|
|Stage 1||30 days||Additional premium of £125 and move to stage 2|
|Stage 2||60 days||Additional premium of £250 and move to stage 3|
|Stage 3||90 days||Policy cancellation|
As you'll see in the features table below, Marmalade black box policies offer most of the "must have" features one should look for in a policy according to the Money Advice Service, with a few exceptions. For example, Marmalade doesn't offer a guarantee on insured damage repairs carried out by their approved repairers (most car insurance will offer some form of guarantee). Also, the optional NCD protection only allows for 2 claims in 5 years, while many other insurers cover you for 2 claims in just 3 years.
If these aren't important to you then Marmalade might still be a great option for you.
Here is a high-level summary of Marmalade comprehensive cover features for black box policies bought direct from Marmalade—remember, these are always subject to conditions and exclusions, which you can read about in the policy documents.
|How Good is Marmalade Car Insurance?||A Good Policy Includes||Does Marmalade Deliver?||Marmalade Comprehensive Black Box Coverage|
|"Must Have" Features|
|Windscreen||Full repair or replacement||Included|
|Belongings||£200+||Up to £250|
|Keys||£300+||Up to £1,000 if lost or stolen provided they think whoever has them knows the identity and location of your car.|
|Protected NCD||2 times in 3 years (standard or optional extra)||If you buy the add on|
|Car recovery after accident||Included||Included|
|Courtesy car (repairs)||Minimum 14 days||Included for duration of repairs|
|Repairs guaranteed||12-month guarantee||Not included|
|"Should Have" Features|
|New car replacement||Theft or damage at least 60% of list price; cars up to 12 months old||Included|
|Stereo and satellite nav||Market value for manufactur fitted||Up to the limit on your schedule|
|Alternative transport & Hotel after accident||£250+||Up to £300|
|24-hour emergency helpline||Standard||Included|
|Courtesy car (total loss or theft)||Standard or add-on extra||Not included|
|Motor legal expenses||Standard or add-on extra||Included|
|Breakdown cover||Standard or add-on extra||If you buy the add on|
|"Could Have" Features|
|Same cover in EU||Standard or add-on extra||Minimum cover only (see terms)|
|Child car seat replacement after accident, theft, fire||Ideally replaced even if no visible damage||Included, so long as you provide the purchase receipt for the original item|
|Larger/premium courtesy car||Standard or add-on extra||Not available|
|No fault NCD protection||Standard||Not included|
|Uninsured driver NCD protection||Standard||Included|
|Cancellation fee||No more than £50||£25 (plus tax, of course)|
Marmalade Car Insurance Customer Service Reviews and Ratings
Is Marmalade any good? Marmalade has really good customer reviews, achieving 4.6 out of 5 stars on Trustpilot from over 4,000 customers—this is a relatively high customer rating. However, Marmalade car insurance only gets 2 out of 5 stars from defaqto for features, which is not a surprise considering some of the missing features mentioned above.
|Marmalade Ratings & Customer Reviews|
|Trustpilot customer service rating||4.6 out of 5|
|defaqto||2 out of 5|
Sample of positive customer reviews of Marmalade
Here is a sample of some of the positive comments left by Marmalade customers online, so you can get a feel for what works well:
"Really good insurance also covers driving practical test."
"Really good to be able to talk to someone direct. Quick to answer the phone. Information emails confirming conversations and insurance very prompt."
"A fantastic insurance company for learner drivers! So easy to arrange and options for how long you want to insure the learner driver for. Thank you for making this experience from a parents point of view really stress free"
"fab service value for money"
"This is an excellent insurance company. Used them approx 3 years ago. Bought some more insurance again a couple of weeks ago for my daughter. Unfortunately there was a close family death the day after the insurance started so I wasn't able to take my daughter out. Spoke to the team leader who was very sympathetic and handled my call excellently. She cancelled the insurance and gave me the premium back then advised that when we were ready to re buy the learner driver insurance. A company that is this caring and understanding is definitely worth shouting about."
"Quick and easy to set up and goes towards your own no claims. Simply incredible and can get driving straight away"
"Great service and the cheapest quote for a new driver by about £200."
"Very helpful and easy to arrange and the price stays the same when my son passes totally recommend. Have also been using the app it’s great keeps on eye on how your doing had no problems."
Sample of negative customer reviews of Marmalade
Here is a sample of negative comments left by customers so you can see some common complaints:
"Customer service is a hit and miss..."
"Think it’s wrong that the additional adult has to be a parent. I don’t think it caters for every one with different family structures."
"... complained that it was a postcode lottery, I see your response was that sometimes you won’t insure people if their address is in a new build which I’m guessing is the reason you declined my daughter because she has her own home in a new build."
"Been trying to contact them for days to get my black box fitted and the only date available is 2 weeks from now!"
Marmalade Car Insurance Discounts
Marmalade offers a typical set of car insurance discounts, such as savings for good driving records, no claims discounts and paying in full at the start of each policy year.
|No Claims Discount||Each year you don't make a claim should increase your NCD up to 9 years of no claims discount with iGO4, up to a limit|
|Pay upfront||Pay your full premium at the start of the policy to save money (variable APR)|
|Buy your policy early||Buying your policy a few weeks ahead of the start date can generally save you money|
|Safe driving||The safest black box drivers will receive a discount upon renewal.|
Cancellation & Admin Fees
Marmalade fees vary depending on the type of policy you have, but in most cases you should expect to pay a fee to the insurer (e.g., highway or ageas) and also to Marmalade if you want to cancel your policy.
|Marmalade Cancellation Fees|
|Black Box policies|
|Cancel within 14 days||Marmalade charge: £10 (+ Insurer charge: Minimum of £25 + Insurance Premium Tax)|
|Cancel after 14 days||Marmalade charge: £25 (+ Insurer charge: Minimum of £25 + Insurance Premium Tax)|
|Cancel within 14 days||30, 60, 90 or 180 day policy: £10 admin fee; 1 year policy: £20 admin fee|
|Cancel after 14 days||30, 60, 90 or 180 day policy: no refund available; year policy: £50 admin fee|
|Named Young Driver|
|Cancel within 14 days||no fee|
|Cancel after 14 days||£100|
Important Marmalade Car Insurance Phone Numbers
Customers can reach Marmalade customer service 6 days a week, not on Sundays. There's an online live chat feature and phone customer service lines which are open Monday - Thursday: 9:00am - 6:30pm, Friday: 9:00am - 5:30pm and Saturday: 9:00am - 3:00pm.
|Marmalade Car Insurance Contact Numbers|
|Customer Services||0333 358 3441|
|24 Hour Helplines|
|Claims||0333 358 0258|
|Glass Repair Helpline (Highway Glassline)||0333 358 0028|
Policy Documents & Claims
To find out more about the conditions and exclusions, read the policy documents. Below we supply links to the policy documents for each type of Marmalade insurance, as well as links for claiming.
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