Mulsanne Insurance Company Limited Reviews 

Reference 2022132982

I was involved in a car accident in France with a vehicle insured by Mulsanne Insurance Company. The accident was caused by their policyholder, who initially stepped out of his car to assess the damage but then immediately got back in and fled the scene. I have provided video evidence of his escape, along with other supporting documentation.

As I am based in Germany, I engaged Van Ameyde, an international claims management company, to handle the communication with Mulsanne Insurance on my behalf. However, despite two years having passed, I have yet to receive any substantial update or official statement regarding my claim. Van Ameyde has informed me that Mulsanne Insurance is extremely slow in responding to their emails.

I have also attempted to contact Mulsanne directly on 24.01.2025 through their contact number for whicch i had to pay per minute along with charges for international call. Furthermore, after waiting on hold for over 40 minutes, I was simply told that my claim is still under review.

This prolonged delay is unacceptable. I have now formally requested an official statement regarding my claim. If I do not receive a response soon, I will have no choice but to take legal action in England.

I am also addressing this message to Aimee, as I have seen that she actively responds to customer reviews and forwards issues to the claims department. Aimee, I kindly request that you provide me with the latest update on my claim at your earliest convenience.

Claim Reference: 2022132982

I appreciate your prompt attention to this matter and look forward to your response.

Hit by a driver insured through these people back in august 24, I was parked at the time, we saw it happen & spoke to the driver after.
Mulsanne were slow to respond to my inurance company but did eventually admit liability. Im yet to get my excess back, have emailed with no response, sat on hold for hours on a premium rate number, been hung up on & am still out of pocket nearly 6m later. Shocking company !

Absolutely appalling company!

They thoroughly deserve all the negative reviews and complaints on Trustpilot.

They and their associated companies Boom (the Broker and Key Claim (the Claims Management company) are majority owned by Mulsanne Insurance (the Underwriter) and all 3 have incredibly negative reviews.

They are all failing to abide by FCA rules and guidelines in properly handling claims.

Policy Number : 0085923

Took car insurance out through Boom in November 2023.

My car was stolen whilst visiting friends in Cardiff on 24th November 2024, coincidentally just before my cover period ended, and Key Claims and the police were immediately informed.

On 5th December, as requested, the keys to my car and all requested documents were hand delivered by me to the Key Claims office in Tarporley, Cheshire and they effectively took possession of the car at that time.

On the 8th December 2024 I was advised by Swansea police that my car had been found after having been fitted with false plates and had been involved in 'several' accidents.

On 9th December 2024 I informed Key Claims that the car had been recovered and passed on the full details from Swansea police so that they could recover the car and carry out a full damage assessment and progress my claim.

I contacted the Swansea police compound on 27th January 2025 and the car is still there and to their knowledge no-one has made any attempt to inspect the car some 7/8 weeks after it was reported to Key Claims.

I have demanded immediate settlement of my claim and compensation for the distress, inconvenience and lack of professionalism they have demonstrated throughout the claims process and will be complaining to the Insurance Ombudsman / making a private legal claim on this matter.

Despite threats to take the above action Key Claims have failed to respond in any way to my last 3 emails.

Avoid at all costs as well as Boom and Key Claims!

Date of experience: 03 February 2025

We paid over £2.5k for a years car insurance through Boom who use Mulsanne. We needed to update the address as I have moved and after some back and forth with emails, chat bots and operatives in the chat, they want to charge us an additional £1k more to update an address! They have been incredibly unhelpful and are now sending emails to say the policy is cancelled although that is not what the app says. Judging by the other reviews here many people have had an awful experience with Mulsanne who are used by an array of different companies, thus I would suggest you avoid this company and any that use Mulsanne as an underwriter and go with a big trusted brand.

Hit by one of their drivers in Sept 2024 (they hit me from behind whilst I was stationary at traffic lights) whilst they have settled the claim for the hire car and repairs with my insurance company they have yet to respond to my claim of £550 for the excess. They have ignored me and my solicitors so my solicitors are now looking at further recovery action. If you get hit by one of their drivers, good luck trying to get them to pay you

I was hit by one of the apparently insured customers on 28/10/2022..He decided not to speak English once i had called the police because he offered a bundle of cash !The car was not his and it got towed away. I had to take my car to be inspected, then collect it after it was repaired so 3 visits .. now i have to go to court because of him so 4 days wasted so far ..

Reported the accident on the 26th of September 2024; it is now the 8th of January 2025. My vehicle was collected 2 weeks after the accident occurred (the driver accepted fault as it was an accident with no collision). I was told by FMG Services that it was a total loss and that my vehicle was collected by the recovery team; it is now sitting in an industrial estate in Winsford. During all of this, I have not once been contacted by Mulsanne or Keyclaims; I have had to email them time and time again with no substantial response. I do hope I will hear from them soon. All I want to know is what happens next.

Policy No. PX28290017123

Claim Ref: 2024155319

Was placed onto the insurer through a broker. Had comprehensive insurance from an accident in November 2021 where I was at fault. A court claim has come personally today for injury payments as the insurers are not handling it! Could I get through to anyone - not after trying both their numbers 08002404988 or through the other numbers the broker referred. Or on 01273 741 991 being on hold for 2 hours. I've sent an email to claims(at)key.claims but I'm regretting getting this insurer.

Laura was absolutely brilliant.
I called requesting proof of my no claims bonus and she has it sent directly to my email within three minutes.
Excellent customer service and communication skills.

***UPDATE***

This reply was left before I contacted Mulsanne directly as I was only dealing with the broker (U Drive). I can confirm everything Mulsanne have said in response to this reply and they have inded been Helpfull. However probably of no fault of Mulsannes, U Drive are still requesting the full premium wrongfully and stating to me wrongfully rhat it is Mulsanne that are requesting it.

I would completely stay away from this company. After getting insurance through a broker (U Driver cover). I got notification a month later saying my insurance is being cancelled after calling them at least 5 times eventually getting to speak to a manager,hearing different reasons for it being cancelled I am still to here back from a manager as to the reason my insurance was cancelled. They claimed the police had called them to declare something I had not declared however I had declared everything as I have had this problem in the past. On top of that the manager said I must pay the full premium amount even though they cancelled my insurance about a month later as they said I mi's represented information which I did not. if that is not robbery than what is. Please do yourselves a favour pay a little extra and go elsewhere.

***FURTHER UPDATE****
I would highly recommend this company, even though my policy was cancelled due to misunderstandings which is understandable.

They have been very helpful in dealing with the matter when I had some issues even though they did keep my deposit which seems unfair but again I some what understand.

Even though Mulsaane have dealt with all issues I must say the broker they use(I'm not sure if that's the only broker that you are able to get Mulsanne Insurance from) has been alot of hassle from the onset.

Star rating has been changed according.

On September 29, 2024, my parked car was hit by an uninsured driver who was at fault. Trying to handle this claim has been nothing short of a nightmare.

I didn't even know they were the insurancer since no paperwork mentioned them. You only find out when try to get in touch for claims

Firstly, reaching customer support is extremely difficult. When I finally got through, I was told they’re just a third-party contractor for BOOM and can’t actually help. They only communicate over email and, despite providing all requested documents, I’m still left in the dark. I’ve had to chase them multiple times just to get a response—email threads back this up.

I also requested recordings of my phone conversations with them. While two agents, Derren and Amir, assured me I’d receive these, I still haven’t gotten anything. Adding to the frustration, I was actually warned that “pushing too hard” for my claim could make things worse, which is utterly outrageous and unprofessional.

I’ve lodged two formal complaints through their official process, but was told they merely forward complaints to BOOM's higher-ups, without being able to give any updates. They have no authority or accountability, making it feel like my complaint is just being passed around without any real resolution in sight.

They are actually called Mulsanne Insurance Company Limited who was previously know
keyClaims LTD for "claims handling" only. Each has 1/5 star in reviews. The BOOM is just as rebranded name who uses this company as under writers. The company Mulsanne Insurance Company Limited has multiple reviews where they don't pay or response after non fault incident as well as delays.

If you're considering this insurance, do yourself a favour and look elsewhere.

Edit 1: Action 356 is removed.
Edit 2: Since the review, my insurance claim is still pending. Its been two months with no updates.

Reported my accident on 13th November. The first I knew I was with Mullsane was on that date when my broker told me as I have had no email or paperwork from them since paying my premium. Phone calls are a waste of time as on hold for in excess of 20 minutes. Dreading my experience with them judging by these reviews. Soon see. If all goes well I will come back on here and give them credit but it has not started well at the moment.

They added two claims in my policy and did not give any information, just increased my insurance. Never deal with them!

Thanks Lorayne for your prompt response solving the issues.

20/6/2026 update Insurance also know as Action 365 !!!
Even when this company have been taken to court by carpenters insurance they still haven’t paid out my no fault claim it’s been over two years. Now because this company won’t pay carpenters have had to organise enforcement officers to claim the money back from a company that is supposed to be reputable. You will see below that they’ve replied, but they’ve issued no telephone number contact details. They ignore everything that carpenter send them to pay and settle the claim. I should be getting extra compensation for the way they’ve treated me. It’s absolutely appalling. Please, please please avoid this company.😡
Update 226/15 absolutely disgusted still not received my payout even though the courts have settled due to the other party not responding after two years of contacting them. Now the money is owed carpenter I feel that carpenter should just pay more money and sort it out with the other party. Every week I have to email chasing payment. For a no fault to claim of 3K now have to complete enforcement on the company to get them to pay my money. What sort of company does not pay their bills or make a settlement. Update 16/4/2025 the court have now authorised and settled my claim action365 have 4 to 6 weeks to pay I doubt this is gonna happen they’ve replied to my post but I’ve given me no contact name or details to sort this out with them. So how am I supposed to do that? All I want is the money that’s owed to me. I’ve waited over two years. This didn’t have to go to court if they had responded to a no fault claim by carpenter’s insurance . SOU1128_01704 . My vehicle DN18DLV . Just pay what you owe.

09/04/2025 UPDATE STILL NOT RESPONDED TO MY INSURANCE COMPANY CARPENTERS FOR MY NO FAULT CLAIM WITH THERE INSURED DRIVER MARCH 2023 . REFUSE TO SETTLE CLAIM , WONT ENGAGE WITH CARPENTERS COURT DATE 11/04/2025 HOPEFULLY WILL GET A FINAL SETTLEMENT . GO NOWS WHEN THEY WILL PAY APALLING AND DISGUSTING COMPANY !!!!
AVOID ! AVOID ! avoid THIS COMPANY DO NOT SETTLE CLAIMS /IGNORE ATTEMPTS TO RESOLVE .
Mulsanne Insurance also know as Action 365 !!! even if not fault claim . They will make you go to court wait all this time , even though claim no fault , been going on since 15/02/2023 still not settled .Terrible , unprofessional company do not used them and Go Help !! you if you have to deal with them or your insurance company have to !!! they still get there money
09/04/2025 UPDATE STILL NOT RESPONDED TO MY INSURANCE COMPANY CARPENTERS FOR MY NO FAULT CLAIM WITH THERE INSURED DRIVER MARCH 2023 . REFUSE TO SETTLE CLAIM , WONT ENGAGE WITH CARPENTERS COURT DATE 11/04/2025 HOPEFULLY WILL GET A FINAL SETTLEMENT . GO NOWS WHEN THEY WILL PAY APALLING AND DISGUSTING COMPANY !!!!
AVOID ! AVOID ! avoid THIS COMPANY DO NOT SETTLE CLAIMS /IGNORE ATTEMPTS TO RESOLVE .
Mulsanne Insurance also know as Action 365 !!! even if not fault claim . They will make you go to court wait all this time , even though claim no fault , been going on since 15/02/2023 still not settled .Terrible , unprofessional company do not used them and Go Help !! you if you have to deal with them or your insurance company have to !!! they still get there money

I was hit by one of there drivers my car was hit from behind and went into the cars in front of me total write off .It took them almost 8 months to settle the car claim that was only £1800 so the bill for a rental car was terrible (there fault). Neck back and head injury and they still haven’t settled this over a year later . The effect off this on me and my family has been terrible. I hope no one has to deal with a claim from these people it absolutely shocking expect a long wait guys 🥺

I contacted Mulsanne for a no claim documents about a 2022 incident. I received it in less than 10 minutes. Very swift & efficient, thank you. Wessam

Mulsanne insured a driver that hit my car - the driver decided to leave as if nothing had happened. Fast forward 8 months and my insurers finally have their money. I called Mulsanne to try get my policy excess back (as directed by my insurer) and waited for 20+ minutes to speak to someone at 7p a minute (no indication where you are in the queue) Gave up in the end. Tried calling again but still no reply from the department. Sent Mulsanne an email which remains unanswered.

If zero stars were an option, that would be more like it! Absolutely shocking insurance company! I had a crash in December where I was rear ended on a motorway and the crash is still down as fault pending, even with witnesses who say I wasn't at fault.

They declared my car a write off and then sold it straight away without informing me and without my approval of the price, leaving me thousands of pounds out of pocket.

I've had no communication from them at all unless prompted by me, even then I have a hard time getting a response.

This company is appalling, unprofessional and absolutely not worth a penny!!

A driver they insured hit a car I was in whilst we were stationary at a red light ,they have left it to the last possible day to move on with the claim at every stage even being ordered buy the court to attend hearings ,I have accepted an offer and now we're into the 7th week waiting on the accepted offer being payed , January 2023 this happened I was offered over 3 grand 7 weeks ago and I'm writing this to tell them I'd have probably accepted a grand before Christmas, on top of court fees it's probably 4 times that now, whoever is in charge of that department is as useful as an ashtray on a scooter

Edit in response
It's MULSANE named on all court proceedings so it's MULSANE I'm naming in this review , it's also mulsane who are stalling payment for some reason even though the driver of the vehicle has already been payed out
MULSANE are by far the worst ran company I've ever dealt with in any capacity
Shameful way to deal with people