“My renewal price was the best I could get so I renewed. It was easy to process.
I then bought a new car and needed to change the policy. This was also very easy to process, and there was no admin fee.
Very satisfied with my experience with Marshmallow.”
“Exercise extreme caution
I joined them last Sept as they were nearly £80 cheaper than competition and all was good till I had a claim last week. Literally the worst experience I've ever faced from any car insurance company.
- I paid for a courtesy car cover and a week in, there is no sign of anything to help me even though I have hassled them since.
- There is no telephone number so you have to use their live chat function which is rarely live. They can take minutes or hours to respond and what is supposed to take 5 mins on a phone takes a day or two. Most of the responses are generic copy and pasted responses and they ignore a plethora of questions. Now imagine that you have a time sensitive request and after 48 hrs of pulling your hair all they say it will be escalated and they don't escalate anything
- they continue to make promise after promise that they don't meet. E.g. my manager will definitely contact you by COP today / claims team will message you within 20 mins etc. The only good thing about the live chat is that all their promises are documented for reference.
All the money I had saved in using them has been blown out of the water by the ubers/taxis/public transport trip I've had to endure in the last week given that they have yet to get me a courtesy car or even assign it to a garage”
“They can't even change a simple house address.
I found that out when, after a claim, they kept sending car repair garages in a city I wasn't living in. Eve after I complained, they couldn't be bothered to change it. Indeed, the CSA asked me for how long I was going to stay there!
In my experience, I found the company lazy, unprofessional, and unreliable. If you ever got any information from them, check it against it. Chances are it's probably wrong. These people are incompetent and they don't care.
Something else, if you check Trustpilot, the review for Marshmallow is much higher. That's because they remove reviews that are too truthful. It happened to mine as well.
Avoid Marshmallow at all costs. They are cheap because they have the worst service ever. The money you save doesn't make up for the hassle. Avoid.”
“I have been trying to change my car on the policy, enter the details and it automatically updated to the current time and no way to alter that, and for whatever reason you can't speak to someone on the phone, but you can online chat, but wait the 10 minute response is a pile of nonsense and is closer to 30 mins and they tell you to go online and follow the instructions, great, I still can't alter the time when I am due to collect the car. So I tried to switch off the 'auto renewal' but you can't do that either or you wont get your renewal documents, what idiot thought that was a good idea, I wonder if they have any idea that people like to call and speak to someone and save these problems”
“Having returned to the UK from living overseas, I bought a car and got a quote from Marshmallow. I specifically asked if the cost of my insurance would reduce when 1) I moved to a more permanent address (from temporary Airbnb) and 2) when I received my UK driving licence. The answer was yes, it would automatically adjust. Well that didn't happen.
I put in my new details for quote from Marshmallow and was surprised to see a nearly 50% difference to the price of my insurance. I've asked Marshmallow about this and they now say that insurance prices don't change and the only way I can get the reduced price is to pay a £50 cancelation fee then take out a new quote.
This company are dishonest and unethical.”
“One thing I have to tell you. Do you want to be held hostage by a company that cares little about you? I do not think so. They canceled my insurance, without even making a call to let me know what was happening, I managed by chance to see a message in the message box and a day later I returned wanting to solve the case and they do not respond to my emails, my messages and of the total amount I paid £147 and used only 20 days, I was returned only £20. This is the real example of a bad company”
“I have just had them cancel my policy because I tried to add my daughter to our car policy. Because we have taken a year off to travel the world they have cancelled our policy. Giving us 7 days to cancel or get a black mark against our name. What a load of SH 1 . I would not recommend them”
“I cancelled my existing policy with my current car insurance as I found a cheaper renewal price with Marshmallow insurance via confused.com. However, when paying for the insurance, I did not see it state anywhere that the policy did not cover use of driving of other vehicles.
It was only when I had paid and received the policy documents that it then stated I could not drive other vehicles. I contacted customer services via their live chat option and they confirmed this to be the case. If I wanted to cancel the policy I was told I would be charged a £25 admin fee. I made them aware that I had paid only 10 minutes prior and that this was completely unacceptable and told them at no point did I see it stated that the use of other vehicles was not permitted until I paid.
I was left completely unsatisfied. Avoid this company”
“We was hit by the policy holder from behind at 3.15pm Friday we sent all the proof, and even informed the woman that his bonnet was that damaged he couldn't open, you can't phone this company online chat only, she wasn't bothered about the proof only his version of events 3 hours later she finds every word we said was true about there policy holder rear ending us, there are no actual claim assessors that work weekends only Monday to Friday, they only give you a courtesy car in there approved garage when the spare parts are in stock, they refused to refund out of pocket expense for taxis,missing work etc, from Friday 3.30 pm chatting everyday all day Saturday, Sunday and Monday, we got one call from a solicitor, who wanted photo, s of the accident and actually made loads of promises and did nothing at 6.30pm we phoned our insurance A.A with in 20 mins they had arranged a courtesy car for next day delivered to our door, they had sorted a proper accredited garage out that repairs our make of car, we was informed because it wasn't our fault this wasn't going to cost us a penny and wouldn't effect us in anyway, avoid marshmallow insurance like the plague”
“I have been driving since 1999 and never have I come across an insurance company so bad!
I chose this because they were cheaper but people, paying cheap isn’t always the way. Once my renewal date is up, I’ll pay the extra £150 to go with someone who provides the service. Stay well clear.”
“Disgusting company took my deposit and now cancelling my insurance and want £50 of me!!! Due to false information which is not true KEEP WELL AWAY FROM THESE PEOPLE!!!! Scammers!!!”
