What does a declined claim mean?
A declined claim means Marshmallow has assessed your claim and determined that we are unable to cover it. This could be due to reasons such as:
The claim falling outside the terms of your policy
Insufficient evidence to support the claim
Issues such as missed payments or inaccurate information
Even if your claim is declined, you may still be responsible for costs we’ve already incurred while assessing or handling your case. If this is the case we will contact you by phone or email.
Will I get a refund if I cancel?
No. If your claim has been declined, you will not receive a refund of your premium—even if you cancel early. This is because costs may have already been incurred during the investigation of your claim, and the policy wording states that no refund is allowed if there has been an incident that could give rise to a claim.
Do I have to pay the rest of my premium?
Yes. Even if we are not progressing your claim, the remaining premium for your policy is still due. This applies whether you pay monthly or annually.
Monthly customers: You must pay the outstanding balance.
Annual customers: No refund is provided for the unused months.
There is no cancellation fee in these cases, but the remaining premium still applies.