Mulsanne Insurance Company Limited Reviews 

Four and a half months ago, I was involved in an accident and immediately contacted the company to file a claim. I have communicated with them multiple times via email and phone, but I feel they have not been handling my claim in a positive manner. As a result, I have been without a car for over a month, which has severely impacted my ability to commute.

To make matters worse, as a result, my vehicle had been disposed without my knowledge or consent. I feel completely taken advantage of and deceived by their actions. I have now had to purchase a new vehicle at my own expense, yet my original claim remains unresolved after all this time.

Regrettably, I am now forced to seek assistance from a third-party ombudsman company to help resolve this issue. I would strongly advise anyone reading this to avoid buying insurance with this company, as you will likely face a great deal of frustration and difficulties if you need to file a claim. Their unwillingness to properly address customer concerns is unacceptable.

I hope my experience serves as a cautionary tale. Please consider alternative providers who are more responsive and treat their customers with the respect they deserve.

Feared the worst when reading previous messages. Aimee was great and helped alot with my issue.
Ty Aimee

By far one of the worst companies I've had the displeasure of dealing with. Their customer service is a complete joke, with incredibly incompetent staff. Most of the people you talk to have no idea what they're job is and have no business working for an "insurance company"... if you can call Mulsanne an insurance company that is.

My son had his car stolen off his drive while on holiday in January. He had to send his key off for forensic to check the key??? Freya in key claims (her attitude is diabolical and shouldn't be in the job) She said the key wasn't to the car. She returned a key that was different to the one we sent in so obviously didn't match my sons car. We had it checked at BMW so now have a key to someone else's car and have all the details reg and history on the car. The police said this key that must have got mixed up in there hands should have gone to them not returned to us. We are now taking legal action.

I had a false claim put against my policy. at the time of the claim my car was parked on my driveway and I had taken a lift in to my place of work. I had the only key to the car and at the time of the accident my car was some 100 miles or more away at home. This happened on the 5th October 2023. I wasn't informed until the 25th February 2024, and they have only closed the claim TODAY 20th May 2024 and it is going to take a further 2 days to update the insurance databases. In the meantime they are also stating that they are not willing to put in writing that the claim made against me was false so that I can get an insurance quote that doesn't have this claim on my record and so have to wait another 2 days. These people are an absolute joke and appear to have done no investigative work. They sent me no correspondance save a text message that I received on the 25th of Feb 2024. This case should have been reported as false and closed on the 25th Feb, but was not done as such and remained open until it was closed TODAY a full further three months after it was reported as false. I will be making a concerted effort to avoid this company in future as they appear to be lacking any kind of timely communications, they appear lazy, inactive, and inept. They are a disgrace to the name Insurers

Offered the best price for temporary insurance via Cuvva. Fair terms, couldn’t be happier.

0 star

From what I see, you don't read the mail. Or is it a way to put pressure on the customer? I waited for your offer with the car to keep it and without keeping the car. It seems that you did not make me the offer as I asked you to. I have the impression that you did it on purpose, to leave everything to the last day, just to give me a bad offer. What else do you like to make fun of customers. Aggressive language on the phone, do not answer the customer's questions and try to pressure him. I called a lawyer, I believe that a client does not deserve this. And if you don't know how to do your duty, it's not the client's problem. Tomorrow I will lose my car and my lawyer will solve it.

Avoid at all costs will just steal your money

I was insured via boom and when they asked for proof of adress the only current things i could provide was my v5c/ license or my bank statement . I also did state the adress on the policy was an adress that is temporary as i will be changing it again in the near future and my current adress is not going to be permenant for the next year . They will refuse to accept any of theese forms of verification which leaves me stuck with nothing but a cancellation and them stealing my deposit for the next two months. This company is terrible and i would advise to stay far away at all costs.
Which insurance companies will not accept bank statements or even a v5c as proof of adress ive been with way bigger insurance comapnies such as privalage which accept that all the time . Whats so special about this company??

I was insured to this company through boom what’s s**t show of a company needs to be closed down my policy was cancelled because that asked me for my licence and also my v5c I sent my licence in an email along with stating my v5c has not be delivered yet and as soon as I have it I will send it they then sent me an email a few days later saying my insurance will be cancelled at 16:35 they sent the email at 16:30 giving me 5 mins to respond I had sent my v5c as soon as I got it contacted them telling them the v5c had been sent to them but they said the company was closed when I sent it they didn’t give me a dead line to send it surely they open emails everyday even the ones sent after closing but I have contacted my solicitor as I dont think that was fair terrible company stay well away

If you reading this then I really advise you to avoid this company. I was insured with them back in 2019-2020 another driver hit me from behind which also happens to be insured by them. 4 years later the matter is going to court. Reading their statement I can see so many lies from them. I have proof which will be shown to the judge. Absolutely scams

AVOID AVOID AVOID

oh dear if i could give this company no stars i would. I was insured by this company via Boom what a nightmare. My car was stolen on 14th December 2023 and reported it to claims. The car was recovered an hour later no damage so phone them up cancelled the claim. All good. I contacted Boom as my insurance was up for renewal on 19th March 2024 and had no quote. I was informed my insurance was cancelled in early January 2024 as i had not notified them of my new car. I haven’t got a new car. I have been dribmving around for 10 weeks with no insurance on a £20k car. The response i received was sorry it was our error but fortunately you were not stopped by the police or han an accident. Really is that acceptable. I have just come home to a letter from the police advising me that i am dribmving around with no insurance. Please don’t use this company and read reviews of these companies as you don’t realise until you need them

What on earth are you talking about? My first complaints was not rejected. They simply said for you to fix my car if you said it was fixable! Now I recently logged a complaint just few days ago in regards to retuning my car as a death trap even after the assessor deemed it a death trap. Every single thing you said you fixed is still not working and as you can see the car as been without MOT and insurance as it isn’t road worthy just as you returned it. All the inconvenience I have faced to make my Mental health deteriorate will be asked when we get to court. As I kept complaining even after you returned it until I couldn’t anymore. Why are you trying so hard to misinterpret the ombudsman?!? Like I said they is a new complaint with all I have stated and you shall be contacted. Then after the new judgment from the ombudsman for returning my car on a delivery truck as a death trap. Then legal aid will take over both incompetence and what you have caused my mental health ! So you know they will be a case on my car and my self ! So stop making the public think otherwise, I practically called and emailed for almost 2 years after the assessor deemed it a death trap. Yet you returned it just the same way ! Nothing has changed besides the paint job ! Please quit trying so hard. Instead of spending time thinking of getting a new job! With all the evidence I have gathered and what you have caused me ! You will definitely need one !

Absolutely shocking company, multiple different numbers yet nobody can ever seem to answer, just the same as emails im being blatantly ignored just because they’re fed up of my calls! I had an accident back in December where I was hit from behind and into cars ahead, it’s even all down on police report to say who was at fault and yet Mulsanne have kept my £600 excess and everytime I’ve gotten through to someone in the past I’m always fobbed off with “we’re going to be chasing it up this week” then nobody ever does. And now for the last god knows how many week I can’t get an answer from anyone. Absolute shambles of a company, took them long enough to actually get my car but now this is beyond

I advise everyone to NOT use this insurance company, they are fraudsters. They will use any excuse to not pay when something happens. My car was stolen about a year ago and I am still fighting for this injustice. There is poor communication and it all really feels like a scam. if I could give this 0 stars i would.

My sons car was badly damaged in an accident back on 26th November 2023, he was not at fault and the driver of the vehicle which hit him admitted full responsibility for the accident; we also have independent witnesses to back this up. Yet here we are on 26th February and my son has still not had the claim settled. The communication from my sons insurance company Mulsanne Insurance is very poor, basically none existent, we have had to make all the running. They were initially very keen to collect my sons car, deeming it to be a total loss, without them even inspecting it to make this assumption; so if this had been allowed to happen he would have lost his car and still be without any form of reimbursement. The most recent contact we had from Mulsanne Insurance / Key Claims was on 9th February following my son also posting a review on Trustpilot. They responded on Trustpilot, apologizing and saying that they would update my son regarding the progress with his insurance claim, since this we have heard absolutely nothing from them, hence me now having to post my frustration & disappointment with the very poor way in which my sons claim is being handled, or not handled as the case may be. We have no option but to know refer this to the Insurance Ombudsman.

Car stolen in September 2023. Reported to police. CCTV showing the thieves taking the car.
5 months later, no payment. Say they are waiting on a police report and cannot make a payment until they have a full report from the police. Not sure what they are expecting to see on this report. Police never even showed up at the scene of the crime! All done over the phone.
If not a scam, feels like one. Take your premium and then never pay out the claim.

Edit1: I have obviously spent numerous hours on the phone with Key Claims...
Met Police have informed me that it is unusual for an insurance company to require a police report unless they suspect something. The only scam in this process is Mulsanne/Key not paying out.
Complaint already submitted. If not dealt with, next step is Ombudsman and regulator.
You are clearly delaying payment as you get interest on your float. Screw the clients, they can wait on your made up requirements.

I'm not sure if this company is just a scam. I was involved in a collision on a motorcycle on the 3rd of August 2023. And still no payment made to myself. They have lied and said that they sent the money to my insurance provider witch they never did and right now all they do is ignore emails. ( Reference Arjbh/11039485 )

We have agreed on an amount and I was told I'd be paid about a month ago. What is taking so long and why are you consistently lying. Absolutely terrible service sort it out !!!

If I could rate these any lower I would. Customer service is not in any way professional, there is no response to emails. I have requested certain things to be emailed to me and on the phone I was reassured (by a Jordan on the phone) these emails would be sent by the end of the day (26/01/24). I have still not received what I requested. I have been pursuing a NON FAULT CLAIM!! Since last year! and I am struggling to get any co operation from Mulsanne. I am thinking of taking this up with the ombudsman’s to settle this, should not have to get to that.

This company is a joke! Only good reviews must be fake! You’re not a scam but you don’t give a care in the world when you have to do something. No one ever phones you back when they say they will. No responsibility or no contact since my accident only time I’ve had contact is when I’ve contacted them on top of the numerous bs responses you get out of them! The garage where the car is being held can’t even contact Mulsanne so they contact me asking for there info and then talk to key claims and they tell me they don’t even know where the car is. You can blame it on as many other companies as you want your service is still awful. Rude useless/attitude people working the phones don’t know what there doing put you on hold for an hour then hang up the phone or just put you through to another person in key claims and start all over again. On top of all the lies they tell stay away

These people simply do not reply to you calls or emails.... I can only describe as an elaborate delay ,however if you can endure the very Slow process they did settle my claim to my satisfaction eventually. Amir was very helpful. If only they could speed up the process.