Marshmallow Insurance User Reviews

Marshmallow Technology Ltd

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Stupid verification requirement!

I am extremely disappointed with this company. First of all, their communication is highly inefficient, their contact team often taking several days to respond! They required me to verify my address, which my previous insurance company never did. My car needs to be temporarily parked at a location for one month, but it’s not my residence. They couldn’t be flexible about this, so I had to cancel the insurance, causing me a lot of trouble. Many people don’t necessarily store their car at their residence, and requiring address verification is a ridiculous setting. At least some companies don’t have such a silly requirement!

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NOCMISM

2 months ago

Response from developer

Hi NOCMISM, we are sorry to hear you have had a negative experience with our document process and that you have cancelled your policy. Please see more about why we ask for proof of address on our FAQ: https://www.marshmallow.com/article/how-do-i-prove-my-uk-address If you would like to discuss your queries further, please feel free to reach out to our Live Chat team. Best wishes, The Marshmallow Team.

Dissatisfaction and Fraudulent

I feel compelled to express my dissatisfaction with the conduct of Marshmallow Insurance. While they may offer competitive rates compared to the market, their handling of my policy has been deeply troubling and, in my view, fraudulent. As my renewal date approached, the company inexplicably opened a claim on my account without any prior communication or evidence to support their actions. Despite my repeated attempts to engage with their team, I was met only with standard template responses, offering no meaningful explanation or resolution.

The claim in question alleges an incident on 2nd December 2023, which was reported on 6th June 2024, without any substantiating proof. Marshmallow proceeded to hold me liable for £4,000, resulting in the unjust depletion of my No Claims Discount (NCD). Their handling of the situation has been utterly inadequate and unprofessional. I consider their conduct to be not only unacceptable but also indicative of malpractice.

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Ajdbejrn

3 months ago

Response from developer

Hi Ajdbejrn, thank you for sharing your review with us. We regret to hear about adding a claim to your file with poor confirmation. It is completely understandable that clear and prompt communication is essential when someone has a newly added claim on their file. Please be reassured it is not in our intention to put a claim on a policy without any reasoning. If you would like to further discuss this issue with us, please get in touch via Live Chat. Best wishes, The Marshmallow Team.

Seeing is believing

I've read so many negative comments online about Marshmallow that I eventually stopped paying attention to them or even checking out any of their ads. However, a friend of mine who has used their services told me that he never experienced any of the issues people were complaining about online. While I can't say that all complaints are unfounded, some are valid, others may not be, I decided to trust my friend and give Marshmallow a try.

So far, I can't complain. I can't definitively say that all the negative comments are false, but based on my experience with them so far, I've had no issues, and everything has gone smoothly. Most importantly, their app is extremely user-friendly. I don't know what the future holds, and whether or not I will encounter any problems remains to be seen. But for now, I'm speaking from my current experience. You need to see it to believe it, it's impossible to form a belief without giving it a try.

I've heard many people online complain about Marshmallow raising their insurance rates, among other things. I haven't encountered that yet, but if I do, I'll post about it online. In the meantime, I'm enjoying their service and am happy with it. I hope it continues this way as time goes on.

This is my story, and I encourage you to try it for yourself and see what your experience is like.

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You must be outta your mind

4 months ago

Live chat made me mad

The only way to contact Their customer serviceis through live chat. But I contacted for several times and every time I waited for whole days. I even set my phone does not shut the screen automatically. But never successfully chatted with a human agent. Sometimes in the middle of the night, I received a reply said they are so sorry and will reach you as soon as they can. They they never read my previous messages. NEVER! This is the first time I am so mad about a company’s customer service. I totally don’t understand why they can rated 4.8 score. And won awards?!

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No one nothing elsewhere

4 months ago

Response from developer

Hi No one nothing elsewhere, thank you for taking the time to share your experience with us. We are sorry to hear about the delayed responses. Our team currently handles a larger number of requests, which may affect our response times. Please rest assured that the team is working on getting back to our customers as soon as possible. Thank you for your continued patience and cooperation. Best wishes, The Marshmallow Team

Poor representative reponse. Scam insurance company

Segun olopa

5 months ago

Response from developer

Hi Segun olopa, thank you for your review and we are sorry to hear you feel that way. If you have any worries we would be more than happy to answer any questions you might have. Please reach out to our Live Chat team for further assistance. You can either do this in your Marshmallow app or on our website here; https://www.marshmallow.com/help. Best wishes, The Marshmallow Team.

Never ever use this company

My car was broken into 4 weeks ago I still have not been given a time when any repairs will be done on the car, which is not driveable. We are a family of 6 without a car and it is impossible to speak to a human being with regards to our claim. I have been dealing with live chat only and the service is one message a day saying that they are looking into it. The service is shocking and I wish I had never signed up with them. Also all the terms and conditions are much more onerous in the same print including not being able to have a courtesy car until they have found someone to do the repair, if no one does the repair no courtesy car and you are stuck in catch 22. Do not get into this terrible situation like my family is. NEVER EVER USE THIS COMPANY IT IS HELL.

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Tom76S

5 months ago

Response from developer

Hi Tom76S, thank you for sharing your experience with us on your claims handling. We are sorry to hear about the challenges you have faced reaching out to our team and the delays you have experienced during this process. Your feedback highlights areas where we have room to improve, and we are committed to addressing these issues promptly. Thank you for your continued patience and understanding. Best wishes, The Marshmallow Team

Renewal document

I can only see my existing document and not the renewal one.
I worry that if I ever need to process a claim it would be challenging.

Ravensaker

6 months ago

Response from developer

Hi Ravensaker! Thanks for getting in touch here. If you still need help, could you please open a new Live Chat window, as we are not able to discuss your policy via our social platforms currently. You can either do this in the Marshmallow app or on our website here even if you do not have an active policy with us; https://marshmallow.com/help. Just scroll down to the pink "Chat to us" button. Thanks!

Worse ever

Worse insurance ever… if you thinking joining then you are a fool!!! Theres no customer service other than online chat. Yes they dont own a land line and you trust them to cover your car 💀….
Claim has been made 1year ago as someone crashed into me its still hasnt even been processed by them… if you message them on their “live” chat good luck getting a reply back 😅 takes 2-4 days longing out the question etc. never again… even now to cancel my renewal is taking over a week on the chat as they dont reply straight on so i might be charged this month as they do take their time but good luck guys!!!! If i was yous id run, whole place needs closing down

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Zbzmks

6 months ago

Response from developer

Hi Zbzmks, we are very sorry to hear about that! We hope you have been able to receive assistance from the team regarding your claim and renewal. Our agents might have handled a larger number of requests recently, but please be reassured, they will get back to you as soon as possible. Thanks!

“Oops something went wrong”

The app has been displaying this error message for the last 6 months and nobody from the live chat has been able to help with the issue.

It’s useless.

Also because of this everyone I need to get in touch with them, I need to use the browse live chat which keep getting closed on me as I am not answering straight away after they reply to my query hours later. They expect me to have my browser open for 6 hours staring at my phone waiting for their answer . Rubbish rubbish rubbish

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Andrea15x15

9 months ago

A real person writing an honest review. Don’t use Marshmallow.

Firstly, there are so many clearly fake reviews (see the 5 paragraph ChatGPT overly verbose template on so many of them), which should have been enough of a warning but I must have missed that when first signing up to Marshmallow in 2022.. a good precursor to how this company operates.

There is a reason it is cheap. As I found out, when you have an accident which isn’t your fault, they transfer you to a no win no fee partner called Winn solicitors. This group owns a credit hire car firm as well as the legal firm and tries to exploit you for as many costs as they can get from the other side. Amongst the 10 mins of small print they read to you while you’re still in shock from the accident, you can agree to be personally liable for credit hire of a hire car at £200 per day.

I could go into plenty of detail but the summary is it took 19 months, plenty of stress, and a 3 hour court appearance, for me to eventually get paid for my old written off Astra. The hire car costs billed to the other party were almost double my cars value.

It should be illegal. I urge anyone to avoid Marshmallow and any other budget insurance firm partaking in this ugly practice.

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cdewsy