“Marshamello has made it super easy for me to start my insurance no annoying phonecalls or emails I have been driving 6 year now excited to see how long i will last with them.”
“This is a rip-off! I went online to disable my auto-renewal because the renewal quote wa £250 more expensive than the previous one. Even though I had made no claim at all. The only way to do this was via the chat service. However, they responsed so late that when I eventually saw the response (which was a generic 'tell us the reason for...). But when I tried to reply I fouund that teh chat has been disabled, and with no option to start a new chat. There are no numbers to call and emailing the complaints department has so far proved worthless! So it seems like I am forced to renew with them even though I have much cheaper quotes that I could go with.”
“6 months later and I'm still waiting for my incident to be resolved. Damage to my car caused by 3rd party, all details given when making the claim, including witness details. I've been passed between several companies to get my car fixed with no help from Marshmallow. I had to pay the excess and STILL waiting for that to be returned. Incident marked as my fault on my insurance despite all details given to prove otherwise. I will NOT be renewing my insurance with this company and I would STRONGLY recommend others avoid them too! Only given 1 star as I can't give 0”
“If there was zero start, that would have been appropriate. I make claimed on 06th of August to MArshamallow, they towed down my car on 07th August.
Today 01st september, still no courtesy car, my car not repaired. I have made numerous calls and complaints, no use.
Marshmallow is easy in getting the car insurance to you, however they are completely useless, poor customer service, ineffective in handling the claim. No direct line to make your issue heared by them
They have 2-3 other party involved in handling your claim, who categorically say they are not the provider of insurance and for any claim related issue talk to them, but on the other side marshmallow has no direct line, only emails & horribly delayed chat facility. Do proper reseach before getting car insurnace form marshamllow.”
“Had to make a claim and the only way to communicate with them is over a chat which is fine if they respond. Between each sentence you may have to wait for an hour. Adding to this the representatives has no clue what they are talking about.
Not only that. A settlement has been agreed and when i was chasing them for payment they did not know what is going on. So i explain all over again and nothing happens. 6 weeks into the claim and i have nothing, no information no updates and now they even stopped responding on the chat. Not sure where to turn next. I have never had such poor customer experience with any organisation i have dealt with in my life. I am 54 so that tells a lot.”
“If I could give a lower rating for my experience with Marshmallow I would. Absolutely terrible service and extremely frustrating when it comes to making a claim.
Made a claim on the 17th of August and was made aware that I would be contacted within 2-3 days about further info needed. Wasn’t contacted with any updates and had to chase Marshmallow through chat service to get an update and pass it through to internal claims team. The internal claims team then told me that the claim had been passed on to Winn Solicitors and that I would be contacted by them. Again no contact from them about my claim so I had to chase and call them directly. When I called them, they made me aware that Marshmallow haven’t forwarded my claim to them as it wasn’t in their system, so I was told false information. I was then told that Motor Repair Network are taking my case forward. I received a call from them saying my car would be collected in max 24 hours which I was hopeful for. It has now been a week and my car hasn’t been collected and I haven’t been contacted. I contacted Marshmallow again and they said I would be contacted by end of day and again I haven’t been contacted.
Marshmallow seemed to pass my claim back and forth with no update to the customer. It’s been 2 weeks since my car accident and I don’t know what else to do.
On top on that they only have a live chat function which is terrible for people with an existing claim.
Really upset and frustrated with this company and regret getting insurance with them. Avoid at all costs!!”
“Terrible company! Cancelled my policy and want to charge me £75 because they accused me of fronting! I’m 74 and my naked driver is 44! They have no proof of their accusation and have said they can’t provide any. They said they’ll give 7 days insurance which they will be deducting from my premium they have given me no ideas of how much this will be nor have they issued me any refund! TERRIBLE COMPANY TO DEAL WITH take ages to respond and are now “investigating my complaint”AVOID!”
“It is hugely frustrating not being able to call and speak to a human being. Live chat would be fine...IF it were actually 'live' and instant, but far from it - at least 1hr waits just to receive a reply in live chat.”
“I have had the most awful experience, I have made a page and would appreciate people joining me and share your experiences and thoughts. possibly giving out advice to people who need help. from cancelled policy/claim to increased premiums and even filing a complaint. Search Beware Marshmallow Insurance on facebook to find it.”
“They have the worst customer service in the world. No number to call. Just a stupid chatting app where no one ever replies to. For two weeks I've been trying to speak to someone to sort an issue. Two weeks!!!!!!!!!!!!!!. Every single time they say they're going to take me to the right department. The department never gets back to me. One time I thought I had a break through when someone gave me a number to call. I called the number, found out what I wanted had been updated but no one had updated my profile so my trouble just continued. My two weeks struggle still continues. Rubbish. Utter rubbish”
“Very new to Marshmallow and happy so far. I had an issue with my windscreen and the app made it very simple to do everything, plus I avoided spending hours waiting on a phone.
Also added an additional driver again on the app and this actually reduced my premium.”
