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Jason Marlin

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Review of the Marshmallow, Car insurance:

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Worst customer care facilities ever

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. Reviewed on: 11th March 2022

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