“They are to be avoided.
They didn’t have the incorrect email for me so I never received documents or notice of renewal. They have an auto renewal and the premium has quadrupled in four years. I
had no idea how bad this company was.
Stay away. I’m taking them to the small claims court as they refuse to refund my auto renewal.”
“Such a bad company to insure with for newcomers in UK. They asked me address proof and I was unable provide address proof, these marons reported me to CIFAS and all credit history is gone in your UK life and you can never buy a house in UK or take a bank account. Not a good insurance company if you are new to UK”
“I have also message brokers like gocompare, confused and others about them, they give you a price when you use the brokers page, but when they transfer you to there page even if details are exactly the same as they are transfered by the broker, they tell you how much you have to pay, they ask you to make the pay and prove with your bank account to do that, you do it and after that the page reloads telling you that they will not offer you an insurance, that mean they are just scammers to get into your bank account and grab details, i have already frozen my bank account and i will speak with them about this in the morning and change it...so yes please do stay away from them”
“If u are new to UK or received a cheap insurace quote based on your international driving experience, then be prepare to provide NCD (non claimable discount) proofs from your home country/ or they will double your premium and on top of that there is another £168 fee for removing NCD as well . These guys don’t have any direct customer support line . So u need to spend hours in their online chat window to fix an issue . it’s a TRAP 🚨”
“Policy was wrongfully cancelled due to “not uploading my documents on time” however this wasn’t the case.
All of this automated stuff and talking to bots is a load of rubbish. No real communication and no real help to the customers.
Even when I started emailing and provided proof that my documents were uploaded on time and were accepted they still gave me the runaround.
100% wouldn’t recommend to anyone”
“Terrible! Stay away don't expect a quick service and be prepared to upload your life and your bank account for verification!
They use numerous other companys to ID you!
The Links they send don't work!
And not to mention the amount Of selfys you have to take each time!
They use numerous other companys to ID! And all they were saving me was £60 on my Van insurance! Cancelled and payed the £60 for less stress!
Took 3 days to Cancel the policy and still waiting now for the money to be refunded minus their Admin fee! and still waiting on their chat now for 3 days with promises of someone will be with me as am a priority!! Obviously Not!!
Just cos it's cheaper doesn't mean it's better! Considerably worst! Avoid!! If you don't belive me check out there Facebook page! Full to the brim of complaints!!! With someone waiting 9 months to have there car Fixed!!
absolutely disgusted with this company and absolutely no customer service!”
“Pls avoid Marshmallow, it's fraud. I made my monthly premium payment, it was automatically deducted as cancellation fee without my consent. my £143 IS GONE.”
“Marshmallow is a total scam guys. Its better to go for a little expensive then this As its is going to cost you more latter on. I would make sure at least none of my family and friend ever get this Insurance. Whatever happened to me is a long story but believe this Insurance is a total scam”
“I'm a young driver, getting insurance quotes are already hard and pricey. they gave me an insurance and then cancelled it although I provided them with the evidence they've asked for. They did not give me a choice to appeal or replied to my emails on time, it was only after they cancelled it with a few hour notice. They don't have a phone line or an office address where you can visit, only live chat which they never responded to me on as well. Now my name is written off in the system as cancelled, I can't get any insurance anymore although I haven't done anything fraudulent. This is extremely damaging and distressful. I'm now reporting the company to the Financial Ombudsman. Because of their attitude and lack of response, it almost as if seems that they wanted to cancel me even though I have sent them valid evidence, I am reluctant to think this way normally but, I can now say that this also feels to be a racially motivated stance. I posted this on Trust pilot and they tried to take it down, I received an email from them saying they flagged this review as containing harmful or illegal content? Instead of solving my problem and actually treating a customer well and getting paid they chose to destroy my future and silence me, this is what exactly Marshmallow is!”
“£125 policy cancelation admin fee when all you are doing is speaking with someone over a chatbox is abhorrent. The cancelation fee is more than a months policy cover. Amidst the other expenses this company will bolt on, the staff were also extremely unhelpful. Safe to say I wouldn't recommend to anyone.”
“They auto renewed my insurance and would not provide me a contact number to call and cancel. They didnt send me any postal correspondance to inform me. They took out over 1000£ as premium from my bank account. Only chat facility available to corresspond which is slow. I cancelled the insurance over chat immediately (within cooling off period) but they still charged me £30 admin fee. They also gave me a huge bill for 2 days' insurance they charged pro-rata. Raised a complaint and they took months to respond. They didnt do anything. They took a long time refunding the money as well and still charged Admin fee (even though I was withing 7 day cooling off period). Thieves. Stay away from them”
“Never use this company..cancelled my auto renewal still took my money and now want to charge a cancellation fee plus admin..I am taking them to the fca and ombudsman..can't imagine if you needed them after an accident..absolute jokers...”
“This insurance company was one that I looked up to but it proved me otherwise. My wife is going through a rough page trying to settle anything with Marshmallow.
1. Very poor communication
They take a very long time to respond to anything yet time waits for no man. Some of the things are not fully answered and you still have to dig deep yet as a company everything has to be in black and white.
2.Very Poor people skills
They don't have any courtesy at all only when they want money from you or any benefit not the other way round to your benefit. The language or set tone is below standard and that is absurd for an insurance company dealing with people from all walks of life cultures and traditions. Have an international standard way of communication.
3. Limited feedback
Limited to none to what exactly is to transpire eg in case of an accident.... the feeling one gets is you guys fold your hands and don't get your hands to work immediately all you do is brush things aside leaving one weary and deserted. With that behavior it would leave many cases going unsettled or unfairly settled because of the way of conduct.
4. Lack of professionalism
Your employees lack respect and their language is totally unexpected and the good part is I even have a recording of a conversation my wife had with one of your employees totally disheartening. Seemingly by all means you do not want to claim responsibility but as customers pay their monthly fees you have to stand on their behalf in terms of accidents, breakdowns or any insurance matters.
Pull up your socks and gain a reputable stature so that there is trust for those within the system or those intending to join your insurance company.
Deal with matters with urgency as everything is about time.
I was going through all your clauses laws and regulations that governs you as a company and from a lawyer's background it saddens me.
Change is now please change the way you deal with matters and communication is key and every essential.
Thank you”
“I was asked to provide documents for proof of address in which I provided 3 bank statements which stated my full name, address, is not an online bank and was within the last 3 months. I was requested my NCD in which I also provided before the set deadline. I was then told they couldn’t accept my documents even though they were fully legitimate, when I tried contacting them to resolve the matter I couldn’t get through to them via: phone call, email or through the apps live chat, I was always just in a queue or talking to a bot and ultimately my policy ended up being wrongfully cancelled. I would 100% not recommend!”
