“Customer service to begin with was poor. The communication was bad and caused me a lot of stress and anxiety. But I spoke to someone called Felicity and she was the only one to fully explain the situation to me and so it became a much easier solution to fix the problem.”
“I had an accident two months ago. I haven't heard anything from marshmallow insurance company. They have done nothing about it. My car is broken and staying in front of my house. They didn't give any car either and due to that my regular life gets problem. For two months, they did not do anything. I am trying to get in touch with them but I still not responded about my claim. They couldn't make any progress. They didn't do anything that would solve my problem whole months. I have been suffering because of them. I will be informing FCA about this shame they done if I don't hear anything from them next week.”
“Absolutely diabolical company AWFUL been driving 38 years never had a problem with any company ! I paid in full and they cancelled my policy after 2 months !!they changed there underwriting criteria ! Almost impossible to contact them !!! TOTAL NIGHTMARE!! Don’t even know if they are going to refund me for the other 10 months i have had no accidents or anything”
“Extremely bad company with no clue how to handle claims. It’s been a month and I am running lamp to post but no one has an answer
No one knows anything”
“AVOID THIS COMPANY AT ALL COSTS
I joined them in June when I had a 2l Audi TT and what their quote to me sounded fair- just over £700 per year. I changed my car to a skoda fabia in December which is a 5 seater 1.2 car. They refused to re quote me and gave me a £70 refund for the year so I would still be paying £650+ for this car. I went on their website and put my skoda details in and as a new customer would charge me £426. When I bought this up with a customer service lady via their chat she couldn't give me a straight answer and said it is what is it and nothing can be done and I can leave if its a big issue. Obviously its a massive issue, I'm not paying sports car insurance on a standard family car. When I left I had to pay £50 leaving fee but since then have joined hastings direct and for the exact same car and insurance I have gotten it for £388. I would never reccomend Marshmellow they are just money grabbing.”
“I recommend Marshmallow as it accepts NCD of Hong Kong and offer competitive package.
Besides, Marshmallow reacts promptly for information updates by providing quick replies and fast rebate arrangements.”
“I'm disappointed with marshmallow insurance, really bad customer service web chat they don't know what exactly they doing in every time going to ask someone it's going to be taking ages if you going to change a car they are probably going tell u wait 2 weeks, please don't buy insurance with this company marshmallow, personal experience if you still gonna have an experience go ahead good luck👍”
“Awful customer service! They won’t take a lot of verified proof of addresses, such as bank letter, finance agreement letter, driving licence? Payslips have to have the address on or they don’t accept them. Even if you have recently moved house, they won’t give you an extension to provide these details. This is just a scam to take your money and not provide the insurance or service!”
“The worse insurance company ever after an accident. The most incompetent staff, the worse service and the worse experience of my life. Their phones never work and there is no one to respond to your query. The information provided in their e-mails are all wrong and sadly the companies they work with are as incompetent as themselves. I wish I had known all these before I took out my insurance”
