“Great communication once the insurance was paid for, all documents are available under your profile on their website, which is also accessible through a wonderful app!
Highly recommend Marshmallow!”
“It was an unexpected and totally unpleasant experience.
I am very confused about the emails I received from Hatty Team.
One of the subjects of the email is "Thank you for sending us everything".
Then it is mentioned in the email that my license was cancelled because they did not received all the requested data, even though they have it.
In addition, they charged a cancellation charge of £75.
Looking back at the multiple messages I have received from the Hatty team, where they either refute or confirm what they have received, or even ask for additions, as can be seen below, it seems that they do this on purpose:
"- Apologies there has been a mistake on my behalf. I did not send you the correct link to your account but I have manually uploaded the documents you sent to your account now so they will be on there. Sorry if this caused any confusion.
- Thanks for the photo with your ID. Can you also please upload an image of the FRONT and BACK of your licence please?
- Thanks for that! Can you instead upload the photographs as a PDF please?
-Thanks for sending through your ID to us
We're of course available if you have further questions.
Thanks for choosing Marshmallow, and safe driving!"
Why did they send wrong links and ask for documents several times and in several formats if they are uploaded on their server?
Isn't this behavior evidence of harassment and a plan by which they wish to achieve cancellation of insurance just after 1 month, and precisely because in the first period the insured is charged the most money? Isn't this a method of theft?”
“AWFUL INSURANCE COMPANY - our catalytic convertor was stolen, we have been told on a daily basis a replacement car will be organised. We call daily and are told different info; and are lied to repeatedly. We have been ping ponged between marshmallow and aGL - no one is taking responsibility. Today, we were told by agl it could take up to 12 months to replace.....and still no courtesy car. So we have a car in our driveway which we cannot use and we pay £1500 a year for what? Unable to contact via phone, live messenger communication have repeatedly said ' someone will call, your car will be replace over the weekend'
Today we spoke to someone who couldn't answer our question and she said 'sorry i don't know, i'm new....after speaking to 7 people over 1 hour, for the 10th time (it's been 10 days), they all kept saying the same thing- no one is honest and no one know what on earth it going on. Ridiculous.”
“Sign up was okay, few details incorrect. Price was on point with other companies.
The claim. The part when you need an insurance company, at its best or at least mediocre.
Someone stole my catalyst convertor. Can't drive the car, engine light on, sound is very loud, car shakes and engine light came on within 20 seconds or starting up car.
Called police, crime number all good. Called Marshmallow to file a claim.
Sunday Nov 14th called 3 times, after 80 mins I was cut off. Next two calls waited over 60 mins, no answer.
Monday, on my 2nd attempt at 1940, finally someone answered. Took details. Next step someone will call you Tuesday am. Good.
Tuesday, nothing.
Wednesday, I made 9 calls. To three different numbers, as advised by the agents. A roundabout of handoffs. I can't help call this number. Oh I am WNS it's not on the system, you must have called the night team that's marshmallow internal. Call them. And the ping-pong is ongoing still.
Thursday, Friday same issues.
Saturday. Office is closed and call the 0800 060 8622 that's the team who can't help me. Okay thanks or wait until Monday the 22 Nov to talk to someone.
No car, its parked in a car park cost 25 a day. I don't live in London, but I am in London staying in a hotel waiting for them to pick up car and get the key from me.
Everyone says sorry, but no action. Nothing tangible. Nothing done except sorry, someone will call you, tomorrow. And, if your lucky, super lucky, lime lottery winning lucky, we might actually call you.
So, ongoing issue, no action, not caring. Not interested and not really responsible it seems.”
“The only reason I'm giving them 1 star is because there is no option of zero or negative rating. Absolute scam!
Guess why their quotes are the most competitive? Coz they will never accept your claim and may even void your policy without notice. They did commit a fraudulent act in my case and changed the wording of the policy just to fit their purpose. Funny as they still left the old policy documents in my account. Fraudulent and stupid.
I have received legal advice and will be taking this further. My lawyer said he never saw such a behaviour from an insurance company.
I will be updating this review with their response and with any further steps I will be taking.
Stay clear from them, they are absolute scam. I wonder how many FCA reports have been filed against them for such misconduct.”
“Fantastic company and incredibly straightforward as I had to change my car details rather suddenly due to a new purchase. It was the same the last couple of years.
Thanks a million Marshmallow!!”
“Absolutely awful company, I had two policies with marshmallow, which after 5 months of being with them they have cancelled and claimed I have misrepresented (accusing me of not being the main driver) absolute shambles! Then also charging me £75 for the cancellation fee! When I try and speak to someone on there live chat, the response I get is ‘I’m so sorry this is the final decision’ ‘I’m so sorry this is sad news’
I can not believe I am having to argue with a robot that doesn’t speak any sense when trying to get to the bottom of this. When I ask for proof to back up there reason for accusing me of not being the main driver, they cannot provide me. I have been driving 8+ Years never once I have I had this problem. AWFUL COMPANY! AND I WILL BE TAKING THIS FUTHER!”
“I have my car insurance with Marshmallow and every single review about it being fine until you need to make a claim is absolutely spot on! I have had and still having a nightmare dealing with this company. There’s an agent by the name Millie who has to be the rudest and most patronising girl I’ve ever had the displeasure of speaking to! She has no compassion, no empathy and is just point blank rude. I’ve called the claims line every single day for over a week, spent over 40mins on hold everyday and not a single person knows what to do. I keep getting told someone else will call me and deal with the claim but no one ever does! I’m 100% sure there’s only about 3 inexperienced people working for the entire company. The worst mistake I made was insuring with this company. I was told I could cancel my claim, when I then called to cancel it, I was then told I couldn’t cancel it.
Please stay away if you want peace!!”
“They cancel your policy randomly and then say they’d hate to loose you please pay the full amount. And claim they can’t let me pay monthly - though when signing up the option was to pay monthly or I wouldn’t have gone with them!
No actual help when you contact them, sounds like you’re going back and forth with a robot they don’t answer any of your questions they just state the same thing Over and over - basically pay £1000etc or it’s cancelled. 👍🏼
I wouldn’t even give it 1 star.”
“It’s been three weeks since I had an accident and nobody has followed up on my claim via email and I cannot get through on the phone, meanwhile water drips inside the car following the accident. I feel totally conned into taking insurance with this company and have no way of contacting them. Completely unacceptable/no existent customer service.”
“The process to add two drivers took some time, but, the issues were entirely caused by our incorrect submission of information. Once we got the hang of it we were all good. Thanks you.”
“Utterly awful customer service. Email only company with no proper complaints handling or anyone willing to listen to needs of customers. Ridiculous hidden fees and under trained staff. Avoid.”
