“Avoid this. They made my life miserable
I moved UK from abroad, they ask me documents such a sort time, they didn’t even call me, just cancle my agreement. Now I have to pay more money then month ago… deeply regret that I choose this nonsense company…”
“I have had my accident since 28th Feb and on the same day I made the claim. I have not received a courtesy car and noe one has come to collect my car. As this horrible company is only online they take hours to reply back. When i ask for updates they pass me through various companies. All i have heard is lies and excuses. The day i made the claim i told them that the other driver has a dashcam, which will prove that its the other drivers fault, it still took them till 7th March to submit a claim for the dashcam. I sent them photos of where and how the accident happened and still they are saying it s split decision, meaning i will need to pay for excess. I was told that i can pay for excess once my car has been fixed and just today they change theiir own words and are saying i will need to pay on the spot of car collection. The way this company works and all other companies partnered with them is soo horrible. I would advise not to use them. I'd rather pay more money but get better service.”
“I have just moved to the UK from NZ.
It's been a waiting game getting official documents in order to prove address etc. After communication I had uploaded a document with a reply email confirming this and clearly stating "if we need anything else we will be in contact" this is also in the document tab on the app.
I had no contact after that upload until I had an email saying my account is going to be cancelled.
After 4 hours on the online chat (the only to communicate for customer care of any kind, I was told nothing could be done and I'm still being charged £75 cancellation fee.
I have all emails, conversations etc but still "this decision is final"
Essentially being charged for their incompetence not at all on me as I had other documents to hand ready to submit.
I extremely do not recommend Marshmallow purely on their customer care ability (chat only and not direct with the team you need you speak with "customer happiness executives".
If nothing else I've said deters you just don't based on their customer care facilities.”
“Documents uploading was not fair.
I tried to upload documents 2 or 3 times to be succeeded. Also warning came every time like policy will be cancelled shortly.
To get a chat reply took a lot time and replies were not fair to be considered as advices. So unfortunately I had to cancel it within 15 days.”
“So I had no issues up until I had to make a claim. I had a crash that really shook me up and I was in new territory. Calling to make a claim, I explained all details of the situation and explaining I had business insurance and needed to get back on the road so need a courtesy car. Lady on the phone was really nice. Next day I get a text message saying they have cancelled not only my claim but also my policy. Due to my job title, I am not covered. They said I was a debt collector which I am 100% not. I said I was a field agent and they continued to say I was a debt collector. Next day I tried to convince them to overturn their decision and they then said that field agents are not insured. I screenshotted the type of use they provide and all it says is it covers all but not tradesman, Salesman or food delivery. I am none of these. I am currently going through the complaints procedure but I have also sought out legal and ombudsman. I am injured from the crash, cannot sleep, I am out of work as I have no courtesy car, now liable for all costs with no coverage due their wrongful decision and assumption that I work as a debt collector. Worst thing is, I approached as a new customer enquiring whether they insure field agents for a credit management company, they said yes and asked if I wanted to proceed.”
“This company is an absolute disgrace do not go near them!!!!
A fully comp policy with them and despite a fairly minor claim not even involving a 3rd party that was had in Nov 2021 i have still not had my car back repaired and its now Feb 2022
They fobbed me off to various 3rd party companies and they state there not even alloeed to make outgoing calls wgeb you want them to give you an update , I had to deal with the whole claim myself...they are cheap in cost initialy but when you have to claim you will not get anything.. appalling...this is a warning , go with directline, AA or a well established insurance company, i am taking legal advice on the lenghth its taken them to basically fit a new alloy and tyre to my car !”
“The worst insurance company I've ever seen.
I insured my car after 1 month and a half, they sent me an email to cancel my insurance for a stupid reason. They have a cunnin strategy to attract you with a low price and then they will cancel you insurance and take the deposit plus a cancellation fees even though the cancellation came from their part.
They didn't take the time to explain, they didn't answer to my email and when they did it was at the limit of the rudness.
Save you self time, money, harassment and unnecessary stress.”
“Pathetic company went out of their way to ruin my life because they didn’t believe I lived at my address. Hounded me for proof of address and then blacklisted me and put me on a cifas register. I can no longer work for drive because of the cifas marker!”
“Avoid like the plague they are scammers they have taken my money then a couple of weeks later cancelled my policy due to false information about my work details..I looked at my policy and it is nonsense. I have looked at other reviews and this is a common thing they do to customers..its a disgrace they need reporting..the live chat staff are just as useless as you can't ring them only email..if any other customer want to take them to court I will happily join you,civil case”
“reported my car stolen, from the moment I had an issue in regard to getting my car sorted the service went from easy payments to a life time of hell since 15th November 2021 up until now and ongoing.
Hardly ever respond that is worth a response, give you a number to ring which you can never get through too. When you do they're almost as pointless as a child working there.
Always polite to talk to but they all say they're sorry and then the shocking experience continues!
The stress, anxiety and poor mental health I have from this service is at it's lowest.
Worst insurance company, web based or not there is not a single excuse for not being given 1 single update in regard to your claim!
Quick enough to respond to your emails when its to chase up a complaint though being snotty about me enquiring what will be done in regard to my complaint.
STAY AWAY NOT WORTH IT!!!”
“Don't bother with this miserable people. Someone hit my rear bumper when I stopped to let 2 ladies pass on the zebra crossing a year ago. Their claiming solution agency (rta) had a disturbed telephone line and I could not continue the discussion and from that moment the claim,for them, is closed. 2000pounds damages on the car and one week at home for a whiplash. 0 pound compensation despite the video I have got from the camera. Thank you.”
“Have been driving for over 25 years and never ever have I had car insurance cancelled on me for putting the wrong occupation in. (Even though I had not put the wrong occupation) no one contacted me about this and just got a text message stating that my car insurance is cancelled. When contacting them I was told that I will be refunded back for the days I have not used the insurance for but will also be charged £75.00 for the insurance being cancelled. I told them I am not paying £75.00 for cancellation as it was not my fault. Still waiting for a refund, definitely think this insurance company are scammers. Have had to dispute via my bank now to claim the money back”
