Review Time
Severely delayed and poorly handled claim by Marshmallow.
I first contacted Marshmallow in August. Although confirmation was only received in January, it then took over 35 days just to identify a repair garage. My car was collected on 17 February and remains unrepaired, with no progress, no timeline, and no clear communication, despite daily follow-ups.
No courtesy car has been provided. I am spending £70–£80 per day on alternative transport for work and my 7-year-old child’s school commute, and urgent international travel has been disrupted, causing additional costs.
I have now been forced to raise a formal complaint and escalate the matter to get basic action. Completely unacceptable service.
Marshmallow team member Ms Adeline did a great job 👏 she convinced me with patience and took good effort to made me understand effectively, hence I took decision to continue. 👍
Stay away!! This is the worsed insurance company ive ever come accross! There impossible to speak to and waiting days and still no response on live chat. Someone hit my car and admitted to it and have payed for my van to be repaired but marshmallow have put on my no claims that i made a claim and it was my fault and it cost £3500??? It wasnt my fault and it cost THE OTHER PERSON £6000 what are they on about!?!?!? Now im trying to get new insurance and they wamt my no claims bomus but it has false info on it should so there was no claims and cant get hold of them to get it sorted i am SOOOO ANGRY!!!!!!!! Never using them ever again and ill tell everyone i know to stay away from this company
This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer.
I returned my vehicle to the finance company and immediately requested cancellation of my policy. It has now been four days, multiple emails, and repeated contact attempts — and I have received absolutely no response. Not even an acknowledgment.
There is no functional cancellation process, no accountability, and no visible customer support. A customer should not have to chase for days just to stop paying for a vehicle they no longer own.
As an FCA-regulated company, Marshmallow has an obligation to handle cancellations promptly and fairly. Ignoring formal cancellation requests while payments remain active is deeply concerning.
I am now escalating this matter formally and will not hesitate to refer it to the Financial Ombudsman Service if it is not resolved immediately.
This level of service is completely unacceptable.
After having a non fault accident over 5 weeks ago I would just like to take the time to advise people to use any other insurance company other than marshmallow. You can't speak to a real person it's all on webchat they refuse to call us they take days to respond to messages they are beyond useless. Pay a little extra and go with a proper company unlike these morons. Feel free to reply to this with some rubbish message about helping me get to the bottom of it. But the truth is you just don't care. Been a customer over 5 years. Never again
This insurance company has terrible communication. When something actually happens and you need support, you quickly realize that they simply do not care at all. Reaching them is difficult, and when you finally do, you are met with rude, dismissive, and completely unhelpful responses. They talk to customers in a disrespectful way and offer no real solutions whatsoever. There is no guidance, no accountability, and no effort to help. Everything feels rushed and careless, as if customers are a burden to them. They are happy to take your money, but when it’s time to do their job, they disappear. Absolutely unreliable and not trustworthy. I would never recommend this company to anyone. Even 1 star too much.
They have finally gotten back to me. One person who works there was extremely helpful. the issue has now been sorted. they have also cancelled my auto-renewal. which means I won't be charged without my consent. I must therefore say I am overall pleased with Marshmallow
Was contacted (after ages) by a so called Senior complaints handler Jennifer. Useless!! I explained to her about my problem and I took the trouble because I thought okay someone in authority that will help, as she said to me anything I can help with pls let her know. So I did. And what does she bloody do ? Tell me that I should contact the relevant team such ‘slowly Andy’ in recoveries. That was the whole point. The recoveries were lacking behind with a response or an update but thinking she would rather follow it up for me given she is the so called SENIOR COMPLAINTS HANDLER. Just a title lol. Cant buy sense can u.. she replies saying to contact them. lol yeah sure. Like I am not waiting already. They are just waiting for me to pay the excess and then they will try to recover the costs. What’s the bloody point just do it before hand but nooo they won’t do it, as if I’m paying my premiums for nothing. lol scammers.
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