Horrendous

My garden wall was demolished by a car insured with Marshmallow. We attempted to make a claim, but were unable to contact the claims department. Eventually the driver managed to contact them, but was told to ring back next week as they were now closed t Read more

My garden wall was demolished by a car insured with Marshmallow. We attempted to make a claim, but were unable to contact the claims department. Eventually the driver managed to contact them, but was told to ring back next week as they were now closed till Tuesday. It took Marshmallow several weeks to contact us and ask for photographs of damage which we sent. We then had to wait over two weeks for a reply when they then asked us to provide two quotes. After quotes were sent it took the Claims department nearly a month to get back to us and only then because I asked them to confirm that they had received the quotes. They are now telling us that they would expect us to claim through our Household insurance or pay for the work ourselves and then send them an invoice which they will then send to their partner company S&G who will then review the credibility of the invoice and look to reimburse. All this having to be done by email, never a person to speak to.

Reviewed on 12th August 2022

Robbie McKennan

Avoid like trash

I have been spammed with messages and emails after finishing my contract, nothing seems to work to stop it. The worst company, customer service hopeless.

Reviewed on 29th July 2022

D A

They stole my money

I applied for car insurance and it said all would go ahead in the next few days. They took my money and the next day they decided to decline my policy. They refuned me a 1/4 of the ammont I paid due to "me cancelling" which i didnt they stop it before it Read more

I applied for car insurance and it said all would go ahead in the next few days. They took my money and the next day they decided to decline my policy. They refuned me a 1/4 of the ammont I paid due to "me cancelling" which i didnt they stop it before it began. Customer service was awful, no one to call as a purely online based. 100% avoid this disgusting insurance company or should say scammers.

Reviewed on 25th July 2022

Potter

Terrible

Left me 3 without repair and do not have a phone number still do not have car repaired

Reviewed on 23rd July 2022

Carole Broster-mcconville

Scammers

Took last payment of the policy then returned it to me claiming i hadnt paid it and demand more money on top of it. absolute scam i will not be paying this. Stay away from this place. Also had an accident in December 2021 which has still not been resolved Read more

Took last payment of the policy then returned it to me claiming i hadnt paid it and demand more money on top of it. absolute scam i will not be paying this. Stay away from this place. Also had an accident in December 2021 which has still not been resolved...

Reviewed on 22nd July 2022

Naztul

Avoid at ALL costs!!!

I made a claim with Marshmallow 5 weeks ago as my car caught on fire due to a malfunction with the vehicle. Since then I have had little to no contact from them unless I have contacted them myself about my claim. They use third party companies for everyth Read more

I made a claim with Marshmallow 5 weeks ago as my car caught on fire due to a malfunction with the vehicle. Since then I have had little to no contact from them unless I have contacted them myself about my claim. They use third party companies for everything - who are absolutely shocking! You cannot speak to anyone via telephone and it is all online chat service which is horrendous. They requested photos of the damage of my vehicle to send to their third party repair company which I sent over straight away however, Marshmallow did not send my photos over until a week later and this was only done as I had contacted the repair company who had told me they had not received them! I have been 5 weeks without a car and am now on the brink of losing my job due to their lack of urgency and customer care. The repair company they use, Motor Repair Network, have no sense of urgency and Marshmallow will not chase them up and request you contact them directly yourself. I have my car manufacturer waiting on their report so they can carry out their own investigation. They are now hounding me for Marshmallow and their repair companies report as they cannot keep my car for a long period of time due to it being in the way at their garage. Despite me explaining this situation and the manufacturer contacting them themselves nothing has been done or progressed! I have submitted numerous formal complaints about how my claim has been handled however, have not heard back and I am still waiting for this claim to be resolved. They have caused me sleepless nights, tears and made an already stressful situation ten times worse.. AVOID AT ALL COSTS!

Reviewed on 28th June 2022

HannahB77

Manipulative

After an awful experience when my car was written off my a Marshamllow customer I wrote an honest review on Trust Pilot. This was then removed as Marshmallow lodged a claim with Trust Pilot for defamation. This says all you need to know - they would rathe Read more

After an awful experience when my car was written off my a Marshamllow customer I wrote an honest review on Trust Pilot. This was then removed as Marshmallow lodged a claim with Trust Pilot for defamation. This says all you need to know - they would rather claim defamation for someone saying they are doing a bad job than try to resolve issues and take responsibility.

Reviewed on 7th June 2022

Emily Lawrence

over 6 months and my claim isn't resolved

The company is an abomination. claim has been active since November 2021 and still they haven't been able to recover my car, no courtesy whatsoever.

Reviewed on 25th May 2022

StratzTn1

I was ripped off

I had to cancel my policy as I had sold my car - they charged me a whopping £50 just to cancel my policy - they told me it was to cover their expenses for cancelling - what rubbish, there's no way it costs them that much.

Reviewed on 25th May 2022

VMP

Scam company!!! Avoid

Scam company it would seem Scam company it would seem. Took out policy and paid the £70 deposit and 3 days later said they cancelling policy due to us lying about who owned the vehicle??? Queried it as i dont know what they mean and got 'our descion is Read more

Scam company it would seem
Scam company it would seem.
Took out policy and paid the £70 deposit and 3 days later said they cancelling policy due to us lying about who owned the vehicle??? Queried it as i dont know what they mean and got 'our descion is final' response.
Now said it I'll have to pay a £75 cancellation fee and won't get a refund. Absolute scam. I will be taking them to ombudsman.

Imagine what it would be like trying to make a claim with them. Glad I'm out before that ever happened. They will try anything not to pay

Reviewed on 24th May 2022

Kevin Macdougall

Very bad insurance company so far i came across. They are fraud.

Very bad insurance company so far i came across. They are fraud. first they will be very nice to you during buying policy then will not ask any document further they will ask document on your name else they willl cancel the policy.. they will not bother Read more

Very bad insurance company so far i came across. They are fraud. first they will be very nice to you during buying policy then will not ask any document further they will ask document on your name else they willl cancel the policy.. they will not bother you for anything in the grace period. once you crossed the month. they will suddenly increased the insurance premium.. VERY UNPROFESSIONAL customer support.. They will treat you very badly once you purchased the policy.

Reviewed on 13th May 2022

Saalim Khan

Absolutely Terrible

I changed my address and was informed that everything has been processed. i received a new payment plan - I even SIGNED AN AGREENMENT. My address change was in November... It us now may and they are demanding an increase in payment as if they have not alr Read more

I changed my address and was informed that everything has been processed. i received a new payment plan - I even SIGNED AN AGREENMENT. My address change was in November... It us now may and they are demanding an increase in payment as if they have not already done so. They are claiming that on there system nothing was processed and its only now arise.
This is only one issue that have had with them. Not to mentioned taking two payment in one month without being notified
I WOULD NOT RECOMMEND ANY ONE ON THE PLANET TO THIS INSURANCE COMPANY. VERY UNPROFESSIONAL.

Reviewed on 12th May 2022

Olivia

2 weeks post-accident still no replacement car

My son had an accident 2 weeks ago and is still to receive a replacement vehicle from Marshmallow. They say they can’t provide one until they’ve assessed his car but can’t do that yet as all the garages they are contracted with are full!!!

Reviewed on 10th May 2022

maureen brodie

Appalling

They can't even change a simple house address. I found that out when, after a claim, they kept sending car repair garages in a city I wasn't living in. Eve after I complained, they couldn't be bothered to change it. Indeed, the CSA asked me for how long Read more

They can't even change a simple house address.
I found that out when, after a claim, they kept sending car repair garages in a city I wasn't living in. Eve after I complained, they couldn't be bothered to change it. Indeed, the CSA asked me for how long I was going to stay there!
In my experience, I found the company lazy, unprofessional, and unreliable. If you ever got any information from them, check it against it. Chances are it's probably wrong. These people are incompetent and they don't care.
Something else, if you check Trustpilot, the review score for Marshmallow is much higher. That's because they remove reviews that are too truthful. It happened to mine as well.
Avoid Marshmallow at all costs. They are cheap because they have the worst service ever. The money you save doesn't make up for the hassle. Avoid.

Reviewed on 7th May 2022

Lae Monier

worst company ever!!

2 weeks before renewal, i had an accident, contact made, worst staff i have dealt with. Took 5 days to check who knows what, before they even authorised repairs. Poor customer service, unhelpful staff, unable to talk to the, manager was just as unhelpful Read more

2 weeks before renewal, i had an accident, contact made, worst staff i have dealt with. Took 5 days to check who knows what, before they even authorised repairs. Poor customer service, unhelpful staff, unable to talk to the, manager was just as unhelpful and uneducated, unable to differentiate between 72 hours and 72 working hours. I advise anybody to avoid at all costs, you will regret if involved in an accident. I have made a complaint, which i will pursue as far as possible, nonetheless it will take a month for a response and hopefully by then, my car will be fixed, fingers crossed

Reviewed on 27th April 2022

pritesh patel

Please avoid

Please avoid by far the worst insurance company I have ever been insured with in my 18years of driving. They are testing my mental health, they are so unprofessional and there communication is so bad. There web chat is very basic and generic. Please avoid Read more

Please avoid by far the worst insurance company I have ever been insured with in my 18years of driving. They are testing my mental health, they are so unprofessional and there communication is so bad. There web chat is very basic and generic. Please avoid

Reviewed on 22nd April 2022

Ismothara

Stay away, this company is scum

Don't use this company. My car was hit by a third party while parked at the roadside. It's going to be 2 weeks before I get a replacement vehicle. They could not care less about impacts to my life, lost earnings or stress. They don't know the meaning of c Read more

Don't use this company. My car was hit by a third party while parked at the roadside. It's going to be 2 weeks before I get a replacement vehicle. They could not care less about impacts to my life, lost earnings or stress. They don't know the meaning of customer service. Stay away if you have any sense. They are scum.
There are hundreds of reviews on the below sites from customers who have had similar experiences to mine. I implore you to read them then switch insurer.
reviews.io
moneysavingexpert
mamma
16/04/2022 Update
After I posted this review that Marshmallow mob asked for my claim reference and my name, presumably with a view to investigate it. They have done NOTHING. Nice to see they've taken the time to respond on here. NOT! I am stuck here with no car, can't get to work, visit my brother in hospital or do errands to help my family. This is where you'll be if you use this disgusting company. STAY AWAY.

Reviewed on 16th April 2022

AM

We was hit from behind by there policy holder

Friday 3. 15pm we was hit by there policy holder from behind so hard he couldn't open his bonnet, you can't phone this company its online chat only, the woman wasn't interested in the proof and wanted the policy holders version of events first, 3 hours la Read more

Friday 3. 15pm we was hit by there policy holder from behind so hard he couldn't open his bonnet, you can't phone this company its online chat only, the woman wasn't interested in the proof and wanted the policy holders version of events first, 3 hours later you was interested in talking to us, they wouldn't provide a courtesy till the spare parts was in the garage, there claims assessors only work Monday to Friday, they will not reimburse any out of pocket expenses, taxis my partner missing work, we was messed about from start to finish, Monday night 6.30pm they had done absolutely nothing for us, so we contacted our insurance A.A and with in 20 mins, they had sorted out a accredited garage for our make of car, had a courtesy car delivered to our next day, and arranged for our car to be repaired all free of charge, they charge the other company,

Reviewed on 9th April 2022

Mark Harris

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…

Reviewed on 27th March 2022

Soh AY

Room for improvement

As a company that only operates via messenger, it would be appreciated that you respond quickly. In all honesty, I don't even know if its legal to operate a company this way. Communication is not a strong point for this company.

Reviewed on 23rd March 2022

Trudie Small