“Beware if your a new driver….
Auto renewed me at a far higher premium than other providers.
Spent 2hrs with them to be told they can get my insurance £7 better (laughable!).
Tried to charge me and charge admin fees to cancel my policy within the 14-day FCA cooling off window when I realised just a few days after the renewal.
Cowboys, be careful…”
“I want to give them zero stars. Their service is appalling and you only get replies days later via their useless app. I had a comprehensive insurance and my son was a named driver on the policy which double in price. The car was stolen in Nov 23 and they had 45+ texts from me. When I put in complaint they only replied after the max 8 weeks. My claim has for the car is void as they say I do not legally own the car. I own the car, V5C, Nissan finance, insurance and Tax all in my name. How they have the audacity to say it is not legally mine is barmy. I am now disputing their claim and will take it to the Ombudsman and also have a solicitor guiding. Utterly dismayed and bewildered never insure with them.”
“They took my car to a garage on the 11th of March and to this day I know nothing about it. I have sent a complaint email to them and the replied saying someone will contact me within two days. That was 6 days ago.
Not happy. Will send this complaint to ombudsman.”
“I had very bad experience with them they canceled my insurance and reduce around 200 pond from my policy only for one proof of address and I sent them 2 hours later but they didn't accept and they didn't have any l
Direct number for speaking with them .Any way if you want to lose your money ,time ,and get nervous, stress choosing them very quick.”
“SCAMMERS .. They are expensive and if you wanna cancel earlier, 100 pounds , or even more, depends by they own terms. After one year insurance has gone up, not down, and now after nearly 2 , they charge me 100 pounds cancellation fee.. JOKERS”
“Avoid this company. They have hided clauses and they are trying to rip you off money. Added a second driver to my insurance and paid over £270 upfront. After a few months I decided to remove the 2nd driver off policy and my insistence price has stayed the same (as for 2 drivers) and they did not want to give me the upfront money back too. And also asking for £125 cancellation fee. Please don’t get fooled by this scam company”
“Avoid this insurance company at all costs. Endless delays in payment, poor communication, and unresponsive customer service make them a nightmare to deal with. Don't risk it.”
“We opened insurance with Marshmallow in September 2023 and unfortunately had our vehicle stolen in December 2023, therefore had to initiate a claim for the total loss of our vehicle.
Initially, we found Marshmallow customer advisors helpful, however when our vehicle was being valued by the engineers, there was a lot of back and forth in which we were being told by the engineers that it was in Marshmallow's hands and Marshmallow was advising it was still with the engineers.
Throughout the whole of February, we have been facing more difficulty in accessing our funds for the car, and have been repeatedly asked for the same documents, and have felt Marshmallow were avoiding paying us out.
On 01/03/2024, we were informed by Marshmallow that they were cancelling our policy, and would not be paying us our £5,300 for the vehicle due to us "falsifying information". Marshmallow claim that we were dishonest about who the registered keeper of the vehicle was (my father), even though I have the screenshots from when I filled in the details on Compare the Market, advising my father is the registered keeper and I am the policy holder. On all of my insurance policies since 2021, I have documented that my father is the registered keeper. I would have no reason to lie about this as it does not affect the cost of my policy whatsoever.
Upon looking at my documents with Marshmallow, it does unfortunately say that I am the registered keeper however this is a mistake on Marshmallow's behalf when collating my documents, which I do not believe I should be paying a hefty price for.
As well as being the victim of a crime, and the loss of 5.3k, Marshmallow have advised I must declare from now on that I have had cancelled insurance, which is going to create further significant financial impact on my life.
Since the start of the claim, Marshmallow have clearly been trying to find loop holes as a way of not paying us out, and I have all the evidence for this which I am taking to the Financial Ombudsman, as well as evidence that I claim my father is the registered keeper.
Please, please do not be drawn in by the cheap quotes and pay extra for a more reputable insurance company, who actually care about their customers and reputation. I know it is easy to go for the cheapest, particularly during the current cost of living crisis, but it is definitely worth it to avoid suffering an either bigger cost down the line.
I obviously didn't anticipate having to submit a claim, and initially Marshmallow seemed a good option to go with, and we found them helpful however, they way they deal with claims is absolutely atrocious. Me and my partner are both very hard working, honest individuals, and are genuinely shocked and appalled at how we have been treated.
Please think twice before opening insurance with Marshmallow.”
“Please be careful with this insurance, they are totally scammers. Somebody hit our car that was parked in front of our house. We provided them a form from our gap insurance that it took two months for them to fill it up, now they say that they are just giving us 50 % because put us on liability split, when we showed them all the evidence, that it wasn’t our fault. We are passing really bad time because of this, they don’t answer by online chat. I tried to call them but you don’t have any option transfers you to an agent to discuss any claim. They are just doing like this to ignore you until you get tired and give up, that’s all about.
When we had the accident they provided a car just for 2 weeks. And it was so hard for us being after without car, they didn’t care, because they are just keeping us waiting and waiting not help at all.
Maybe if we could join forces together we can take them to court all of us. My number is +44 7878 491646 please write me there if you would like to join. Hopefully we can sort this problem out.”
“Awful company. Terrible communication, takes ages to sort anything through the app and no other ways of contacting them.
Their renewal price jumped from £1600 to £2700/year with no changes or claims!!! I've gone with Flow Insurance, at £1200/year for the same cover.
Marshmallow is very good at sending you multiple emails plus texts if you miss a payment (and it's impossible to change your payment date due to the rubbish communication) but conveniently, I received NO text when it came to the automated renewal (just ONE email 14 days before, which I missed).
Very convenient, especially given the £30 cancellation fee. I'd consider this an underhand communication strategy and not in the best interests of the consumer and therefore I am logging a formal complaint.
BEWARE - they have two Trustpilot accounts, this one (which is lots of good reviews which I'm assuming are collected reviews) and a second one which is filled with negative reviews.”
“Avoid at all costs! Long story but they are trying to scam me out of more money by charging me extra on my premium mid contract and I have had to reported them to the Financial Ombudsman's. The good reviews you see must be AI bots, the customer service is like speaking to a brick wall all on online chat. They accused me of miss information and I have proof that I had given it to them so they don't have a leg to stand on. I paid a lot of money for a dreadful service, they interrogate you and try to catch you out rather than help you.”
“My policy soon over they send me renewal price and no claim bonus discount later its showing i had accident and clamed i didnt done any accident how they can write that i try to contact claim team which is layd was say to me didnt had any claim she said write email and online chat i write email and i try to chat online team i spend 5 hours no one write one word stay away this insurance company. Give bit more money who got telefone line at list you can sort out problems. Not even 1 star wort it.”
“This company are terrible, can't phone them you have to request a call by email. Never reply to a single email you have to do it 2 or 3 times before you get a reply. Had replacement car cover but because my car was stolen it don't count. And now what us to pay 26% of the claim because I have two addresses and Insured the car where it is kept.
Be careful people pay a little extra as these are awful”
“It's been a horrible experience with this fraud called Marshmallow. How could you refuse you repair your client's car that was involved in an accident because you felt she was going to a patient's house instead of her workplace. Isn't a patient's house a workplace? Worst still, Marshmallow said they are cancelling her policy and at the same time she will pay the rest of her policy cost for a complete period. If you think they are cheap, wait till you have a claim.”
“Do not use. Shocking online company. With hidden terms and conditions.
Couldn’t change over vehicles on my policy so was told had to cancel it and start again losing my 6 months towards my no claims discount and that a cancellation fee off £125 will be added.”
