“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.”
“Misleading Car Insurance Company!Beware…
Misleading Car Insurance Company!Beware the first 2 cheapest plans eg; Marshmallow Go Lightest does not cover you to drive any other vehicle, nowhere to be seen before you take the above plans, if you cancel the policy before the 14 cooling period you get charged £30.00 fees.Just be very very careful...”
“They activated two policies at once, charged me for both and also charged a cancellation fee once I requested one be cancelled. Online chat ensured I would not be charged a cancellation fee and would be refunded for the deposit on the invalid second policy, but it was all charged anyway. Terrible customer service, feeling completely scammed. DO NOT USE MARSHMALLOW, they online have online chat customer service and it's impossible to get replies that solve the issue.”
“I was involved in a accident whit a marshmallow customer and from 11 march I don’t receive no response from them I try to make a complaint to they’re complaining email address and you can’t send no mail you can’t contact them by phone and you don’t receive no answer on live chat blue car is victim black car crazy driver”
“I put in an order and received an email May 6, stating it was on its way and out for delivery. I never received my order. There is no way to email them with a complaint. It just gets sent back to me. Awful service! I can't afford to give my money away with nothing in return.”
“DO NOT DO IT!! They just waste your time and ask for pointless question just to try and get out of paying a claim. just don't do it. all that advertising and its worth nothing.”
“"Absolute frustration and disappointment. I do not recommend trusting their quotes, as they can get double after you pay, and they ask for fee to cancel it"
I am extremely shocked with my experience today.
I signed up for car insurance with Marshmallow. To get the quote, I said that I had a non-UK license and 8 years of NCD in another country. They did not ask for any document or proof of that. I thought this might not be something important then.
I carried on, paid for the insurance, and then after an hour they sent me an email and asked for a proof. Regarding the nature of the insurance companies in my country, I am not able to provide such a document. Therefore, I asked for cancellation since their new quote was 50% more expensive.
I did not accept the offer, they kept offering me lower and lower prices, until I was satisfied, and accepted the offer. Then they suddenly charged me with a ridiculously large amount for an "extra upfront" money, saying that someone else mentioned it in one of the offers above!!
I really felt unsafe and I don't recommend sharing your bank details with these people. Therefore, I immediately asked for termination. Again, they CHARGED ME FOR ADMIN FEE!!
1- I paid for my previous insurance cancellation due to misleading quote from marshmallow.
2- I spend over 3 hours chatting with online agents, it was very slow and not helpful at all.
3- They charged me without asking my consent, and I really like to follow this up from a legal perspective.
4- They charged me for an admin fee, even though I believe they made the mistake of not asking for the documents before finalising the payments. If the account is not set up, there is no need to cancel it. if it is set up, there is no need to show "proof".”
“Avoid it’s a scam… definitely more of a…
Avoid it’s a scam… definitely more of a kind of scam to get more money
Another member wrote this review and I’m having the same experience.. It’s more of a kind of scam. You don't know until you pay them and become victim of this. Specially directed towards most weak communities and people. They start asking more money once you’ve paid them and agreed on something and later threaten to cancel if you don’t pay more. Hard to communicate no telephone, chat box agents takes too long I’d rather talk in the phone. But if they want you to threaten or extract more money they reach you immediately.You don’t know actually who is real insurers. I am planning to send a complaint to regulators in UK and ask to check and stop this scam and pay back financial and moral losses. They want every little detail and if you don’t have paperwork they want to charge more or cancel the policy 😔”
“Absolute joke of a company , I reached out to change my job ( which I didn’t end up starting ) they then said I need proof I’ve not started my job and put my insurance up from £4000 a year to just over £5000 a year which I can’t pay , left me with no insurance and jobless absolute twa*** , no one to call and the help line is like speaking to a brick wall AVOID THIS COMPANY AT ALL COSTS”
“They take double the arranged payment on payment plan then email you as you can’t talk ti a human !! All on line !! Beware !! Then when you cancel they try charge you£130 cancellation fee !!! They are a shambles I wish I had of read there terrible reviews first terrible company I reported them to the financial obnasman and they have had multiple complaints”
“During most of April, I was absent from work with glandular fever, not by choice, it can be very contagious, during this time I was obviously not earning money so when my paycheck came in I had to decide what would be paid and what wouldn't, obviously the mortgage and bills gets done, food shopping so my family doesn't starve and unfortunately car insurance took the hit. After contacting Marshmallow and asking them how I can proceed they have advised they require a payment by 20.05.2024 or they'll cancel my policy and charge me an extra £125 for the privilege. Sending over medical records or hospital admission paperwork means nothing. Save yourself the stress, no humility here at all.
They can only give you another 20-day extension on a payment. When asked why I couldn't have another 9 days, so I can pay double next month, the response I got was 'The reason we cannot do this is we cannot push our customers into debt'. and what do you think you're doing giving a 20-day extension? A large majority of people only get paid once a month, Where exactly do you expect them to find the money within 20 days without putting them into debt?
Absolutely disguising, the lack of empathy towards their customers when they're being honest and vulnerable only to push them further into a hole of panic and borrowing money. Absolutely shameful. If I could give zero stars I would.”
“They are not accessible to their customer. It's taking them up to 3months to settle a claim. You can't speak with them on phone or email. Just live chat. You might not get any response from the live chat for a whole day. Poor service and I believe you guys can do better. Just avoid them and find insurance that is easily accessible when you need them.”
“Scammers, be careful they just wanna charge u and also give u higher offer from any other company totally bad company and bad customer service, 👎🏻👎🏻👎🏻”
“i recently had an experience of a minor accident. And we reported them already. Its almost 4 days now nd no one has contacted us yet. And despite we paid premium we didnt receive any replacement car. We have been calling them since last 3 days and their virtual chat system is worst.
Highly disappointed with them. They shared the number of their workshop networks and when we called them they are saying, there system showing no updates.
Not recommended and i will not insure my 2nd car with them. Due to this, i have to rent a car.”
“I had car insurance with Marshmallow. They asked for far more paperwork and proof of everything than any other insurer I have used.
it would put me off using them in future.
there is an implied trust in taking out insurance that you are being honest (because otherwise you policy is invalid), so why do they need all this extra proof????”
“Do not take out insurance with these please it’s been a nightmare from taking out insurance and unfortunately having a accident in September last year January this year agreed to a settlement to then go back and say the information was wrong on the policy bull and still can’t ring a person to discuss or get the car back absolute nightmare and stress levels threw the roof”
“BEWARE! Do not use! They Break The Law!
I came from a comparison website to marshmallow and clearly something in the tech messed up as my start date changed to 2 weeks in the future! Marshmallow did not inform me of this however until I had paid the deposit, and fully completed taking out the policy!
I immediately got in touch with their customer support who said they cannot change start dates on policies and proceeded to state it was my fault and my only option was to live with it or cancel the policy, and that if I cancel they would charge me a £30 admin fee!
BEWARE distance selling regulations are VERY clear that admin fees are not allowed to be charge in the first 14 days the only surcharges allows are transaction fees "It is important that surcharges can only consist of costs borne by the payee/trader for
use of the payment method in question." so in that case as I used a debit card no more than 20p could be charged in fees!
DO NOT USE!”
