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Matt Jenkinson

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Review of the Marshmallow, Car insurance:

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Great in Theory, Shambolic in Practice

Initially was great in that I had lived in the US for 15 years and upon moving back to the UK I needed my no claims from the US considered - super easy set up and easy documentation submittal and seemed super slick (that's why they're getting 2 stars and not 1. EDIT - got more annoyed as I wrote the review so I knocked the second star off). Following that, utterly useless. 1. You can't do ANYTHING on desktop. Its all run through the app which is fine for quick bits like updating details and other bits and pieces, but anything bigger or serious where I imagine most people would be more comfortable on a desktop, you're at the mercy of the App UI... which isn't great. 2. You get a cheaper rate and quote for the first year which is nice if you're a foreign driver or have been away form the UK for a while, but they will SIGNIFICANTLY increase your annual costs year on year unless you threaten to go elsewhere (which I did for the last 3 years) and then just like that they return your annual premium to what it was and sometimes less! You know, instead of like the customer first business they claim to be, they try it on unless you call them out on it. Oh, and then they throw the "raised in line with market standard rates" line at you... I've been with you 3-4 years, I would think my loyalty is worth more than "market average". No claims made btw. 3. No phone lines. Chat only. Again, fine for menial stuff and they will solve things like the above (like give me my old price back when they try to raise it on you on the sly) but if you get sick of tapping out explanations and the back and forth on a smartphone, no option to speak to a person on the phone, AT ALL. 4. App UI is RUBBISH. Looks all slick and pink and simple, but the functionality and intuitiveness is 0. EXAMPLE: I had a new card issued by my bank a few months ago, exact same details except for a new expiry date so obviously I forgot to update on all the different platforms you have to live with in 2025. My annual renewal for 2025 was due to come out (I'd already had the fight to get it reduced to what it was from the £400 increase they had tried to push through the door) and it was declined because the expiry date on my card hadn't been updated. They sent an email to tell me, so within half an hour of that failing I had updated my card details. I checked to see where to manually pay, but there is no option and nothing in FAQ about it. So (naively) assumed the payment would be tried again on my new card - again, I updated my card details immediately and three days before expiry of my coverage. Well it expired and there is no way to manually renew on the App because of course there isn't and they won't let you do anything on desk top. Now, after all of the above, I'd have already decided to jump ship and go with someone else, but I am currently in the process of part-exchanging my current car and I have a week gap between my (original) policy renewal data and when I pickup my new car. So today I have spend 3 hours (AND COUNTING) trying to get their chat agent to give me a quote on the new care and renew my policy that lapsed due to their clunky system. They can't do it because technically my policy lapsed (their fault). So what am I doing? Paying 6 days worth of temp insurance (which isn't cheap) and taking out a policy with Darwin. Marshmallow asked me to "give them the day" whilst I sat here with an uninsured car in my driveway unable to go where I had planned. lol. Reviewed on: 23rd June 2025

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