“After an accident they just canceled my policy and said that the direct debit failed in case no reason to be failed - after checking I found that there was no attempt for direct debit. The explanation which I received from them was -my policy has already been canceled by the system and they there is nothing they can do. Just I received a warning message at 12.36pm in which was written that my policy will cancelled after 12 hours when the deadline to pay is 11.00am Communication is impossible - on live chat they answer after 3 days and say some nonsense which not connected with the topic after 10 days just they say that for the reason I’m not answer for a long time (1h in case they answer me after 3 days) they close the chat and if I have more questions to open a new chat!!! And so everything repeats itself. This company is absolutely fraud!!!”
“Hi Pride,
We’re Marshmallow. You recently bought a car insurance policy with us.
On the day you bought this policy, we had a bit of a technical glitch. This meant some policies were priced a lot lower than they should have been. And they should not have been sold.
Unfortunately, yours was one of those policies.
While this is not your fault at all, we’ve had to make the decision to cancel the policies that were sold at the incorrect price.
That means your Marshmallow cover will come to an end on 1/12/2023 at 23.59. You are still fully protected from your policy start date until then.
There is no cancellation fee
You’ll get a pro-rata refund (based on your days on cover)
This will not affect your record. You do not need to declare this cancellation to other insurers in the future.
We are really sorry about this. And for any inconvenience it might cause you.
To make up for things, we’d like to give you £50 off your cover if you come back. Click the pink button below, and use the code SORRY50 at the checkout.”
“I have a few thing for you to be aware of:
Please do not look on the good review, as currently AI system able to generate the good review to push your review down until disappear from the first page.
1. The company have no contact number to discuss with live staff only on the chat,
2. Be aware of the fee, I apply and cancel the policy in the same day even it after an hour, I have to pay the fee £30 and if, off cooling down period the fee is £50, I read some review paid £150.
3. the chat support team so busy, I have to wait almost two hours just to cancel the policy, and I am not sure how long will it take to refund the money back.”
“The police stopped me and said I’m not insured even though I have the documentation and the account status is showing Live online. I’m getting no response on the Live chat or via email”
“The company canceled my car insurance for not sending proof of residence, caused problems and imposed a cancellation penalty. Contributions and prepayment were paid on time. At this point, I have a problem with finding insurance through information about cancellation and I couldn't do anything anymore because the last message I received from them was just before closing, and when I tried to clarify the matter, the insurance had already been canceled, I received emails in the spam folder and I didn't see them and I was traveling abroad in the UK”
“Poor customer service. I am extremely dissatisfied with the customer service I received. I needed to update my occupation status and promptly submitted my payslip for the necessary changes. However, the customer service assistant erroneously confused my recent document with one I uploaded months ago for a different issue. She proceeded to request further documentation without seeking clarification from me. What's particularly frustrating is that she failed to acknowledge her mistake or issue an apology. Furthermore, despite being active online, she neglected to respond to my additional queries.
Additionally, I find it highly unreasonable that when canceling the policy, the consumed premium is calculated for one extra day beyond the date of policy cancellation. This policy practice is quite perplexing, and regrettably, the customer service assistant could not provide a satisfactory explanation as to why I was charged for a day when Marshmallow did not provide coverage under the policy.”
“One of the worst insurance company in UK . At the time of claim they try to reject your claim by saying fault reasons. My parked car had an accident somebody hit on the back it’s not my mistake but the third party not having insurance, when I contacted marshmallow they simplay said that I used my car in multiple locations .. I given all proof showing that I never used it but they haven’t responded, customer service is pathetic. I regret to choose this company and cheated by them . This complaint is dealing by my solicitor now, I will take them to court and fight till the end to get the compensation and don’t allow them to cheat any customers like me in future.”
“I was quoted £588 I added my husband and insurance went up to £918. Marshmallow insured my husband and me on a bigger car for £600. The quotes seem very random”
“terrible company they were cheap but you cant speak to a person the live cat takes at least a day to respond .the app doesnt work properly stay away from them.They asked for paperwork via the app i sent it 5 times they kept saying they didnt have it then they sent an email link and asked for hmrc letter i did that and the next morning at 9.39 they asked for an invoice of my work and by 3.20pm they had cancelled my insurance because i didnt see the email or respond in a few hours because i was at work. So my insurance runs out tonight they wont refund for days my van is my living and now i cant use it because i havnt got the insurance money they have.”
“The system they use is unable to cope with applications that are not standard.I am retired but still req my van to have business cover to carry my tools in it.they could not get around this problem.also I have never dealt with a company that needs so much sent information ie photos of licence pay slips and all sorts.”
“Go elsewhere people, Pay a well known insurance company. Not these money grabbing scammer. Took our money. Claimed our documents didn’t pass security, They didn’t receive them due to their system error. And then cancelled our policy. Disgusting people”
“Extremely bad customer service, waiting more than 3 months for my vehicle. Completion date changes weekly . Can not escalate my issue. No help from the Marshmallow team.”
“One of the worst customer service experiences of my life...
I moved away from Admiral as Marshmellow had good reviews and fairly cheap fully comprehensive insurance, I looked past the fact that they are new and have no phone number, and all was well in the beginning until "Finley" reached out asking for my NCD proof, threatening to increase my policy fee in 7 days by £746.64
"I'm afraid that without any additional proof from you, we will need to remove any unproven discounts we have applied. I can see that this will lead to an increase in your premium of £746.64.
As this is a large amount, we'll need to charge a 15% upfront payment of £112.00, to ensure you are covered for the rest of the month. The remaining £634.64 will be added to your monthly payment plan.
I completely understand that this is not what you were expecting to hear and I'm sorry for any disappointment caused.
What happens next?
You have two options:
You can confirm the change. In this case, depending on your payment method we will either spread the additional amount across your monthly payments or charge the card we have on record.
You can decide to cancel your policy with us . Please note there may be a cancellation fee if you are outside of your 14 day cooling off period.
If we don't hear back from you within the next 7 days we will assume you don't want your cover to be interrupted so we'll process the change.
Please note, if you are on the Marshmallow Essential or Lightest plan, there may be an additional admin fee included in the price to make any changes.
Please let us know how you would like to proceed.
Best wishes,
Author name
The Marshmallow Team"
I responded straight away to say that this should have been requested within the two-week cooling-off period and that I am awaiting the proof to come through from my previous insurers in Australia.
"On Tue, 22 Aug 2023 at 12:31, The Riddle wrote: Hi Finley,
I have asked my previous Australian insurance company to issue an NCD certificate for my car.
I'm not very happy about this; when I used the comparison site, it told me that the NCD was relevant irrespective of whether it was a bike or a car.
I'm also not very happy because you have had ample time to let me know the provided documentation was unsuitable within the 14-day cooling-off period. If I cannot satisfy your requirements, I will cancel my policy and move it to an alternative provider. As mentioned, I don't think I should be penalised for this because you've had ample time to confirm within the 14-day cooling-off period.
Please confirm that If I wish to cancel between now and the next five days, I can do so without penalty.
I will be forced to pursue an official complaint if you cannot confirm this.
FYI, my previous insurer Admiral accepted the same NCD proof I provided you; I only migrated as I wanted a better "Comprehensive" quote"
With this response, I was greeted with yet more smoke and mirrors with none of my concerns acknowledged.
Clearly this "Finley" must be a bot or else incapable of reading, at the same time no one from the "complaints" team has responded to me and then this morning the crowning email from the diabolical team at Marshmallow.
"On Tue, 29 Aug 2023 at 09:22, Finley from Marshmallow wrote:Hi there,I hope you're well Just a reminder that I will be processing this change to your policy later today. Please do let me know if you have any questions. Best wishes,
Finley
The Marshmallow Team FinleyMarshmallow"
It goes without saying that this email essentially says "irrespecitve of what you have written we are going to charge you extra money today and no one at the Marshallow team gives two hoots.
I responded with the NCD proof and asked them to confirm where my complaint was up to and my options to cancel the policy.
So unless you want your time wasted by a company that has zero understanding of customer service, avoid Marshmellow.”
“It’s all good till you have an accident then getting in touch with anyone after making the initial new claim is like trying to get blood out of a stone. I’ve resorted to filing a complaint against them for the overall handling of my claim of which I’ll still have to deal with for the foreseeable future. Unfortunately as a web based company there’s no phone number for the claim team or customer service. When I do get through on the live chat. I’m told different things by different people trying to shift responsibility onto one another with no actual resolve.
Pay more for a different company because the amount of stress that marshmallow has given me. It’s honestly not worth it.”
“Excellent insurance company but sadly my insurance was a lot higher this year than last but couldn’t fault them there app is excellent has everything you need”
“Actually making a claim - left me in the dark alone literally and metaphorically.
5 months to repair my car
Complained / went to financial ombudsman but can’t progress as they are not registered in the UK . Thought I’d left all of that behind me in 2021 …. However I’m now being taken to court as marshmallow haven’t paid to settle my claim now in 2023 . Please do not use them”
