“Terrible. Been on web chat for an hour. Still waiting. Complaint emailed which will be escalated to financial ombudsman. Avoid this company. There is no way to contact them.”
“My experience with Marshmallow Insurance has been a right nightmare. Every time I needed to make even the tiniest change to my policy, they had their hand out, demanding more dosh. It felt like they were just out to nickel and dime me at every turn. The customer service was particularly dire, with a representative named Gabby standing out for all the wrong reasons. Her manner was downright aggressive, making threats over money which left me feeling proper stressed. The whole ordeal has been so distressing that it’s taken a toll on my mental health, and I’m now on medication because of it.
It’s clear that Marshmallow Insurance prioritises profit over providing decent service. Instead of helping their customers, they seem more interested in squeezing every last penny out of them. This kind of behaviour is simply unacceptable, and it’s shocking that a company can operate in such a shoddy manner. For anyone considering Marshmallow Insurance, I’d strongly recommend giving them a wide berth. There are plenty of other insurers out there who won't leave you feeling fleeced and frazzled. My advice: steer clear and save yourself the aggravation. Marshmallow Insurance has been nothing but a source of grief and financial strain for me.”
“Highly unprofessional and worst company to have an insurance with.
They just sent me an email for my policy cancellation without giving any reason.
I tried to contact them through chat but no one is there to answer, you will keep waiting for hours and hours and hours but no response.
I emailed Mr. Apollo the only email contact I had with Marshmallow but instead giving me a reason he replied our decision is final without any reason.
I have not received my fee refund as well.
Beware it is a scam company to whom you can not contact in case of any claim or refund”
“Awful!!! Can’t get hold of anyone. Added a curtesy car as an add on and I can’t even talk to anyone about getting one
Been waiting on live chat for 5 hours now!”
“Well i thought this company provides cheap insurance but recently I just found I’m paying double. So I’ve decided to cancel my policy, to cancel the policy I have to go through the live chat. I’m talking to this person more than an hour so far this person only took my phone personal details. I don’t even know am I talking to person or AI. I had enough so I’ve tried to call the company and they gave me an option press one to talk about the policy but when I press one, then there was automated voice note saying they don’t deal policy enquiries over the phone. Then why do you have that an option? Also what happens if someone who won’t be able to do online chat? Now I’m back live chat and just waiting for this person to reply. Now all I want cancel my policy.”
“I got a new car during policy and needed to change my date to pay , I paid an extra £50 to change my car per month and then they took £116 on 8th June and still wanted another £116 the same month due to me changing date, I asked if I could have the 2 lots taken on my payday as its double and they said point blank no , in the current climate you would think companies would be a bit more helpful. After this policy is up I will NOT be using them and definable not recommending .”
“We’ll first of all, they need to get a phone, then maybe they’ll get a wee bit further with their business. Wanted to get a quote and I was waiting for this girl sami to look into something,she said 15-20 mins I’ve been waiting 45 mins. Not please at all. I will definitely not be using them.”
“TERRIBLE…. I purchased my marshmallow car insurance last September through TopCashback because they offered £75 cashback , I’ve had a open case since September last year with TopCashback who have spoken to marshmallow insurance to chase up my cashback Marshmallow can’t identify my details to pay my £75 - WHAT A JOKE as I have my car insurance STILL with marshmallow until this September 24 and I have provided my policy number - CLEARLY false advertising !!! FRAUDSTERS
I Will tell everyone I know not to use marshmallow & i will never use them again”
“Beware foreign drivers! This company will give you a quote based on accurate information, you buy it, pay for it, then a month later hike the price saying you didn't fill in the policy documents correctly DESPITE the fact that the quote documents are 100% correct (which they also agree is correct). In essence, they will quote you one thing then hike the price. The complaints email advertised of course doesn't work and there seems to be no way to have your case escalated. Do not go with these guys, they are scammers taking advantage of foreigners.”
“Absolutely awful service from an insurance company - DO NOT USE THEM!
If I could put less than 1 star I would because they deserve less.
They do not care about customer service and only care about getting money from those who are vulnerable.
Trying to claim £1000 off an individual whos car was stolen to make up for the fact that they wont be able to get any money from other places due to the vehicle not being recoverable.
Will make sure that no one that I know uses this company, nor will I ever use again.”
“Marshmallow)!
They will let you down when you need them the most and i promise they will base it on the fact that they are an online company.
You will not understand how scam they actually are until you have an active claim with them. They will waste your time and have you suffer even more when you’re already feeling devastated after an accident. It’s like mental torture and i just don’t have a clue how and why they are getting away with this OMG!
I have a premium policy with marshmallow which suddenly became extremely difficult to comprehend having made a claim .
Before my claim, i genuinely understood “marshmallow will keep me moving even if my vehicle has other ideas by providing a manual courtesy car “ as stated on the app until mine is sorted.
I decided to go premium mainly due to that because i absolutely cannot afford to NOT be on the road .
My vehicle was involved in an accident on friday and here we are 5 days later and not a clue when i will be provided a courtesy car.
I contacted Marshmallow via a very disgusting live chat which they replied hours later and said i cannot get a courtesy car until my car is assessed.
Why did you not have this visible on the app? Why does it suddenly feel like scam ?
How do i explain to anyone that i have already spent £145 on transportation and lost over £300 for missing work since my car crash and still not provided with a courtesy car which i have been paying for with my hard earned money?
I have seeked advice from more than 20 people , from my dad who has been driving for 35 years to the veteran taxi driver who brought me home after my accident. They all said i should be provided a courtesy car within 48 hours at max as per their experience.
Nobody seem to be familiar with your so called disgusting policy of waiting for my car to be assessed before i can be provided with a courtesy car.
If this is the case , why is it not visible on the “ Courtesy Car Section “ on your app?
If this is no scam, why did you not have it in black and white on the app knowing fully well the confusion and misunderstandings this will result to.
I am a family man and currently missing work ( my only source of income) due to this , meanwhile my monthly premium payment with them is due on the 28th . Where do i get the money from if i am not working? Where ? This is real and I’m writing this with total honesty, this is not some chess game . My income is my life, don’t play games with my income !
On a serious note , where is the sense in this ? Why offer the courtesy car option when you do not want to provide it when we need it the most ? It is called ( Courtesy Car ) for crying out loud .
I am also demanding they should make certain policies very visible the app so people can make the right choices as its not a pleasant feeling knowing you are technically getting scammed by your insurer .
Extremely Horrible company”
“Avoid at all costs,
Especially a guy called Jack wood. Completely unproffesional and openly discriminate against elderly and disabled.
This company should be investigated as soon as possible as they are breaking the law.
Terrible service. With terrible employees. A complete scam!!
Avoid at all costs!!!”
“Marshmallow recently changed their payment system and have changed my debit order date from the 27th of the month to the 17th, without asking me if that date was suitable. When I asked them to change it back to the original date, they told me that I would need pay two amounts in one month in order to do that, even though I didn't ask for the change of date. I started making enquiries on the 20th May and to date, I am still waiting for Jeff from "The Marshmallow Team" to "review my complaint" Apparently he needs almost two months to do this. Absolutely disgusting customer service!!”
“My decision to use Marshmallow for car insurance has been a complete nightmare. Five months ago, my parked car was hit, and I promptly reported the incident. Marshmallow assigned Winn Solicitor to manage my claim, promising a swift resolution.
Unfortunately, their assurances quickly fell flat. Winn Solicitor deemed my car irreparable and scheduled it for scrapping. They assured me the other party admitted fault and promised a settlement by the end of the week. Despite these promises back in March, my claim remains unresolved as of June.
Adding to the frustration, Marshmallow and Winn Solicitor have continuously passed the buck, leaving me and my 4-year-old without a vehicle and no courtesy car provided. Marshmallow’s customer service is abysmal, offering only a slow live chat option with inadequate response times.
This entire ordeal has been incredibly distressing. Marshmallow’s negligence has left me carless and without compensation for my scrapped vehicle. I strongly advise against choosing Marshmallow if you expect reliable and compassionate service. Marshmallow, I urge you to contact me promptly to resolve this situation and provide proper compensation for the inconvenience and distress caused.”
“Absolute legal scam! Literally have an option on the app to turn off auto renew (which was done!) Only to find out they auto renewed the policy anyway with no correspondence! Upon finding this out i reached out to get answers only to be told it was basically all my fault and only way you can turn off auto renew is by speaking to an advisor which is total lies! As there is literally an option on the mobile app. I was then told via email that i would get a response in 2 days to my complaint (taking it to approx 3rd / 4th of June)
So i wait and wait and wait for a matter of weeks with no response at all, i reach out again only to be told that it is now an 8 week wait for a response!
I have decided to cut my losses today and cancel the policy after being ignored for 16 days only to be told that it is going to cost me £125 cancellation fee rather then the £30 admin fee that was stated when the complaint was first logged!
It is literally 1 thing after the other with this company and all because of a mistake that they made!
Shocking company and even worse customer service!”
“If you are a third party involved with one of their insured drivers, do yourself a favour and use your own insurers for the repair and let them deal with claiming from Marshmallow. I have never dealt with a more unresponsive company or incompetent customer services team.”
