We opened insurance with Marshmallow in September 2023 and unfortunately had our vehicle stolen in December 2023, therefore had to initiate a claim for the total loss of our vehicle.
Initially, we found Marshmallow customer advisors helpful, however when our vehicle was being valued by the engineers, there was a lot of back and forth in which we were being told by the engineers that it was in Marshmallow's hands and Marshmallow was advising it was still with the engineers.
Throughout the whole of February, we have been facing more difficulty in accessing our funds for the car, and have been repeatedly asked for the same documents, and have felt Marshmallow were avoiding paying us out.
On 01/03/2024, we were informed by Marshmallow that they were cancelling our policy, and would not be paying us our £5,300 for the vehicle due to us "falsifying information". Marshmallow claim that we were dishonest about who the registered keeper of the vehicle was (my father), even though I have the screenshots from when I filled in the details on Compare the Market, advising my father is the registered keeper and I am the policy holder. On all of my insurance policies since 2021, I have documented that my father is the registered keeper. I would have no reason to lie about this as it does not affect the cost of my policy whatsoever.
Upon looking at my documents with Marshmallow, it does unfortunately say that I am the registered keeper however this is a mistake on Marshmallow's behalf when collating my documents, which I do not believe I should be paying a hefty price for.
As well as being the victim of a crime, and the loss of 5.3k, Marshmallow have advised I must declare from now on that I have had cancelled insurance, which is going to create further significant financial impact on my life.
Since the start of the claim, Marshmallow have clearly been trying to find loop holes as a way of not paying us out, and I have all the evidence for this which I am taking to the Financial Ombudsman, as well as evidence that I claim my father is the registered keeper.
Please, please do not be drawn in by the cheap quotes and pay extra for a more reputable insurance company, who actually care about their customers and reputation. I know it is easy to go for the cheapest, particularly during the current cost of living crisis, but it is definitely worth it to avoid suffering an either bigger cost down the line.
I obviously didn't anticipate having to submit a claim, and initially Marshmallow seemed a good option to go with, and we found them helpful however, they way they deal with claims is absolutely atrocious. Me and my partner are both very hard working, honest individuals, and are genuinely shocked and appalled at how we have been treated.
Please think twice before opening insurance with Marshmallow.
Reviewed on: 2nd March 2024
