“Absolute terrible company. Started my policy with them April 1st and they requested proof of address which is fine. However I have just recently moved address so was limited with the documents I could provide. They ask for bank statements with full name and address which I provided however when submitting they say they can’t accept the documents and need more evidence? I then sent them a utility bill which they asked for then said they unfortunately can’t accept it??? And now they are threatening to cancel my policy may 1st with no real explanation. And to top it off you can’t call anyone you can only rely on live chat which is awful. STAY AWAY FROM THIS COMPANY PLEASE. Yes the price is appealing which is why I went for them but I sincerely recommend paying a bit more and go with another company that you can actually contact when needed and are trusted.”
“I will never order from a company like this The packages are blown up marshmallow is mixed at the bottom with some fluid It's disgusting and unfavorable”
“Absolutely appalling. They are not answering to my emails for weeks. Keep referring to 'live chat' which is absolutely useless. No numbers to call and you can't speak to people. Had an accident which wasn't my fault. Third party emailed all necessary confirmation to them and no answer. However, somehow they have managed to acknowledge my complaint within 24h. I wish they were reading their emails at the same pace.”
“absolutely abysmal service. The live chat is so slow that there are hour gaps between responses and no one can give you a straight answer, they say that you need to contact other departments which take 48 hours to reply. AVOID THIS COMPANY AT YOUR PERIL.”
“I am trying to cancel a policy for a vehicle I no longer own. I have telephoned, logged in on my p.c. and all I am told to do is login on the app. I have been attempting to do this for hours but I am not receiving a code via SMS. I will never deal with these amateurs again. I am going to contact my bank to stop marshmallow taking the renewal price and I am logging it as fraudulent. Waste of money and time.”
“I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process. Despite providing all the necessary documentation and evidence, my claim was denied without a valid reason. It felt like they were actively looking for any excuse to avoid paying out.
To make matters worse, communication was a nightmare. I tried reaching out multiple times via phone and email, but my attempts were mostly ignored. When I finally got through to someone, they were unhelpful and dismissive. It was clear that resolving my issue was not a priority for them.
One specific incident that stands out is when I was promised a call back from a claims manager within 48 hours. That call never came, and when I followed up, I was told that there was no record of my previous conversation. This level of incompetence and lack of accountability is unacceptable.
Marshmallow Insurance seems to specialize in finding reasons to deny claims, even when they are clearly at fault. If you want to avoid losing your hard-earned money and dealing with a company that doesn't care about its customers, look elsewhere.”
“quoted a price a week ago and was ready when i was ready to pay deposit. sign up and uploaded photo details was easy and my policy started rightaway.”
“🚨 WARNING: DO NOT PURCHASE INSURANCE FROM MARSHMALLOW 🚨
I’ve been with Marshmallow Insurance for over 3 years, never made a claim, and always kept my MOT up to date. However, after I was involved in a car accident, they completely failed me.
After reporting the accident, it took them 15 days to provide me with an engineer’s report, and when I asked for the full report to understand what happened, they refused to give it to me. Instead, they just told me the issue was my tyres.
Once my policy was cancelled, they provided no support whatsoever. I had no idea where my car was, and they only gave me unreachable contact details for a third-party engineer. I had to spend hours calling different garages and scrap metal companies just to figure out what to do. Marshmallow left me alone, stressed, and completely unsupported in a time when I needed help most.
On top of that, they refused to refund the unused portion of my premium and charged me cancellation fees. All of this while they failed to provide me with the guidance I needed to resolve the situation.
If you’re thinking about going with Marshmallow for your insurance, DON’T. They may seem like a good deal at first, but when things go wrong, you’ll be left high and dry with no help. This is by far the worst customer service I’ve ever experienced.
Stay far away from them, and do yourself a favor by choosing a company that actually cares about its customers. 👎👎
#MarshmallowInsurance #CustomerServiceFail #InsuranceNightmare #AvoidMarshmallow”
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“I had an accident on 23rd Nov 2024. Made a claim on the same day, today its 5th Jan 2025. and my car is still in my driveway in the same shape it was. It is an absolute joke trying to contact them, live chat, email, everything. Having transport is crucial to my line work and guess what, I lost my job and my only source income due to lack of responsibility of this joke of an insurance company. It's been six weeks and my car hasn't been collected, courtesy car not provided and I am STILL paying for a service they're not providing. When is my car getting picked up? When am I receiving a straight answer? Is there going to be a compensation for my loss of job and loss of earning caused by marshmallow? Additionally why was my contract changed "updated" on 5th Dec without my consent?”
