Jiajing Sun's community profile page

Write a review

Newsletter

Go to business site

Viewing profile for,

Jiajing Sun

Total reviews written

Helpful marks given to their reviews

Times reviews seen

All reviews (1)

Review of the Marshmallow, Car insurance:

View on product page

A non-fault accident became a nightmare

I rarely write reviews like this, but my experience with Marshmallow has left me angry, exhausted and deeply let down. I reported a non-fault accident in September 2024. At exactly the moment when I needed my insurer to provide calm, clear and practical help, I found myself trapped in an app-based system. I could not access a normal customer-service phone line where I could speak to one person who understood the whole case and was prepared to take responsibility. The only practical way to seek help was to send messages through the app and wait, often for a long time, for somebody to reply. I spent an unreasonable amount of time chasing updates, searching for information and trying to work out who was responsible. When you have just been involved in an accident, this is the last thing you need. Instead of Marshmallow taking ownership, the matter was passed from Marshmallow to Winn Solicitors, then to On Hire, and then to a repair garage. I felt like a ball being kicked from one company to another. Whenever there was a problem, I was pointed towards somebody else. Meanwhile, I was left carrying the stress, the risk and ultimately the cost. The way I was treated felt appalling and dehumanising. After the car was returned, I noticed noise from the front-left side, but I did not realise that the problem might be dangerous. During a major service in March 2026, Halfords found two missing pinch bolts in the front-left suspension and steering area. Halfords later supplied its original call recording through a subject access request. The recording states that the condition was dangerous and records the mechanic's view that whoever had carried out the earlier work appeared not to have fitted the bolts. I had been driving the car without knowing the seriousness of the risk. Thinking about what might have happened is genuinely frightening. I had to pay over £600 to make the car safe. I supplied Marshmallow with the recording, invoices and repair records and asked it to investigate its own referral and claims-handling decisions. Instead of a clear, compassionate and substantive answer, I was redirected again, while the central complaint was closed or divided without resolving the issue. I was effectively expected to do the work myself: identify the companies involved, obtain evidence, connect the different parts of the claim and repeatedly explain what had happened. This was a non-fault accident, yet I ended up feeling as though I was the problem. I paid money I could ill afford and spent many hours dealing with a fragmented system in which responsibility always seemed to be passed elsewhere. What I needed was a human being and an insurer willing to take ownership. What I received was an app, long waits and another company to contact. I have now submitted my complaint to the Financial Ombudsman Service. The outcome is pending, and I intend to pursue the matter properly through the available process to the end. This is not about spite. It is about obtaining a fair outcome, accountability and justice. No customer should be left feeling this powerless after trusting an insurer to help them following an accident. Based on my experience, I cannot recommend Marshmallow. Reviewed on: 26th August 2026

We are helping 1000s to make smarter financial decisions

We use the power of consumer reviews to help increase trust and transparency in financial services and to deliver industry leading insight and events.