“absolutely abysmal service. The live chat is so slow that there are hour gaps between responses and no one can give you a straight answer, they say that you need to contact other departments which take 48 hours to reply. AVOID THIS COMPANY AT YOUR PERIL.”
“I am trying to cancel a policy for a vehicle I no longer own. I have telephoned, logged in on my p.c. and all I am told to do is login on the app. I have been attempting to do this for hours but I am not receiving a code via SMS. I will never deal with these amateurs again. I am going to contact my bank to stop marshmallow taking the renewal price and I am logging it as fraudulent. Waste of money and time.”
“I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process. Despite providing all the necessary documentation and evidence, my claim was denied without a valid reason. It felt like they were actively looking for any excuse to avoid paying out.
To make matters worse, communication was a nightmare. I tried reaching out multiple times via phone and email, but my attempts were mostly ignored. When I finally got through to someone, they were unhelpful and dismissive. It was clear that resolving my issue was not a priority for them.
One specific incident that stands out is when I was promised a call back from a claims manager within 48 hours. That call never came, and when I followed up, I was told that there was no record of my previous conversation. This level of incompetence and lack of accountability is unacceptable.
Marshmallow Insurance seems to specialize in finding reasons to deny claims, even when they are clearly at fault. If you want to avoid losing your hard-earned money and dealing with a company that doesn't care about its customers, look elsewhere.”
“quoted a price a week ago and was ready when i was ready to pay deposit. sign up and uploaded photo details was easy and my policy started rightaway.”
“🚨 WARNING: DO NOT PURCHASE INSURANCE FROM MARSHMALLOW 🚨
I’ve been with Marshmallow Insurance for over 3 years, never made a claim, and always kept my MOT up to date. However, after I was involved in a car accident, they completely failed me.
After reporting the accident, it took them 15 days to provide me with an engineer’s report, and when I asked for the full report to understand what happened, they refused to give it to me. Instead, they just told me the issue was my tyres.
Once my policy was cancelled, they provided no support whatsoever. I had no idea where my car was, and they only gave me unreachable contact details for a third-party engineer. I had to spend hours calling different garages and scrap metal companies just to figure out what to do. Marshmallow left me alone, stressed, and completely unsupported in a time when I needed help most.
On top of that, they refused to refund the unused portion of my premium and charged me cancellation fees. All of this while they failed to provide me with the guidance I needed to resolve the situation.
If you’re thinking about going with Marshmallow for your insurance, DON’T. They may seem like a good deal at first, but when things go wrong, you’ll be left high and dry with no help. This is by far the worst customer service I’ve ever experienced.
Stay far away from them, and do yourself a favor by choosing a company that actually cares about its customers. 👎👎
#MarshmallowInsurance #CustomerServiceFail #InsuranceNightmare #AvoidMarshmallow”
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“I had an accident on 23rd Nov 2024. Made a claim on the same day, today its 5th Jan 2025. and my car is still in my driveway in the same shape it was. It is an absolute joke trying to contact them, live chat, email, everything. Having transport is crucial to my line work and guess what, I lost my job and my only source income due to lack of responsibility of this joke of an insurance company. It's been six weeks and my car hasn't been collected, courtesy car not provided and I am STILL paying for a service they're not providing. When is my car getting picked up? When am I receiving a straight answer? Is there going to be a compensation for my loss of job and loss of earning caused by marshmallow? Additionally why was my contract changed "updated" on 5th Dec without my consent?”
“By far the worst company I have ever had to deal with. One of their customers (Name and shame) Tokunbo Fasoro hit my car... not only did she refuse to provide me basic information, my insurance company cannot get through to them. Presently, I am about to take Tokunbo to Civil court for the costs and then my companies legal team are going to sue Marshmallow insurance for their failure to comply. Dreadful company”
“Is been 4 months and they didn't do anything with my claim they keep saying as they speak with they solicitor said speak with insurance,insurance said speak with solicitor.wasted my time get me stressed with a simple case no fault.i had accident with another insurance even was my fault they solved within 1 week time”
“Awful and appalling experience. Handling our claim terribly with long delays and no communication. I would tell everyone to stay far away from this insurer.”
“legitimate scammers. Avoid at any cost. They are quoting me £440 cheaper online, however upon renewal they are charging me £2 more than existing price, with £25 admission fee.
I have advised them with this info and they were not willing to help. Please note that I've worked with Marshmallow because of those online comparison websites, and they're telling me that they do not always keep the right info, if that is the case, are you insuring everyone with incorrect information on your database?
Upon requesting cancelletion, they have told that there will be fee of £170 too
avoid it. Imagine if you had an accident, is this the company going to help you out? I will certainly never ever work with them, even if they quote me the cheapest quote.
Now i am working with another provider, who gives £1000 cheaper deal. so my lost here is £170 admission fee, £25 admission fee of renewal(god knows why and how they are charging me when i decide to not renew my contract)”
“I didn't get insurance from this company as they said that my informations are not matching any record. However by putting my details on DVLA website , you can fetch my share code.”
“After 3 years on cover with Marshmallow, I've had to claim this month. A no fault claim saw me passed around many of their 'partner' companies with no cohesion at all. Now, my policy is being cancelled as a consequence of damage to my vehicle in the accident. They are not paying out, telling me my brand new car was unroadworthy at the time of the accident which was simply untrue. DO NOT TRUST THEM”
“Very bad they don't even have a number to call they will ask you to wait for 6 hours on the chat. I cancelled my policy they charged me £127 and refused to refund my £400 upfront payment”
