“filled in forms for my car insurance on £ was do you have a smart phone I answered no at the end after taking my payment they needed me to send photo of D/Licence which I could not due to not having a mobile so they cancelled the policy and it took nearly a week to sort it out and then it was only after my Bank told me what I needed to have to sort things Marshmallow employees were useless did chat with two males and the second male actually shut of the chat line quite abrutly”
“I bought Marshmallow insurance an year ago and when I wanted to renew they increased the premium. Whereas I do not have any claim last year. While reaching out to customer service they give me a additional discount which is still 10% higher than last year. When I asked about the reason of increase they say 'I am not able to comment on that. What a transparency ????
I am so disappointed with Marshmallow. Seriously, this is how you value a loyal customer????”
“I made a claim with Marshmallow 5 weeks ago as my car caught on fire due to a malfunction with the vehicle. Since then I have had little to no contact from them unless I have contacted them myself about my claim. They use third party companies for everything - who are absolutely shocking! You cannot speak to anyone via telephone and it is all online chat service which is horrendous. They requested photos of the damage of my vehicle to send to their third party repair company which I sent over straight away however, Marshmallow did not send my photos over until a week later and this was only done as I had contacted the repair company who had told me they had not received them! I have been 5 weeks without a car and am now on the brink of losing my job due to their lack of urgency and customer care. The repair company they use, Motor Repair Network, have no sense of urgency and Marshmallow will not chase them up and request you contact them directly yourself. I have my car manufacturer waiting on their report so they can carry out their own investigation. They are now hounding me for Marshmallow and their repair companies report as they cannot keep my car for a long period of time due to it being in the way at their garage. Despite me explaining this situation and the manufacturer contacting them themselves nothing has been done or progressed! I have submitted numerous formal complaints about how my claim has been handled however, have not heard back and I am still waiting for this claim to be resolved. They have caused me sleepless nights, tears and made an already stressful situation ten times worse.. AVOID AT ALL COSTS!”
“We can’t get hold of you! And your breakdown company SGS have given us the run around, let us down badly and left me at the side of the road as a young female for 5 hours. The Police had to rescue me. I need help immediately and can’t get through to your system online. I have no transport and Marshmallow have been so unhelpful. We feel abandoned in a time of huge stress and financial difficulty.”
“After two months insurance cancelled no reason given I tried to contact but this company does not have phone line and is online without realtime answer so you wait snf get only very unprofessional answer.SAVE YOUR MONEY AND TIME. Their are other better companies out there.”
“Please for the love of god don’t go near this company, I’m having a nightmare at the moment. Constantly asking for proof of address documents which I provided but keep getting emails saying my policy will be cancelled. Actually sick with worry now as I’m a carer for my partner and have no disposable income to just switch companies, today 30/5/22 they are now demanding my partners ID and proof of address and she doesn’t even drive. I’m at my wits end now and please don’t think you can phone to sort things out with them YOU CANT, it’s all done through a chat portal which seems to be down every time you try uploading a document. I hope this review helps even just one person to steer clear.”
