Marshmallow insurance: non-fault claim, impossible support + poor repair quality flagged at MOT

Kittenjane1234

Hello Forumites,

I’m posting to warn others about my experience with Marshmallow after a non-fault accident.

The main issues

1) Customer support is basically app-only
There was no straightforward way to speak to someone on the phone. Everything was via in-app messaging, and replies were very slow (sometimes it felt like I was just waiting and waiting with no clear progress).

2) Repair quality was poor (and potentially unsafe)
After a non-fault accident, Marshmallow arranged repairs through a garage in Birmingham. At the time I assumed it was handled properly.

However, at my next MOT, I was told the previous repair work was unsafe/incomplete:

• a bolt had not been put back in (from the prior repair work)
• one side of the suspension/shock absorber was still damaged / not properly repaired

This was really frustrating because the whole point of going through the insurer’s process is to have the car repaired properly and safely.

Where I’m at now

A lot of time has passed (over a year) and I’m no longer living in Birmingham, so I’m realistically going to write it off rather than spend months chasing it. But I feel people should know what they might be getting into.

Warning to others

Marshmallow may look cheaper upfront, but if anything goes wrong, the time cost, stress, and risk of poor repairs can be far more expensive in the long run.

Aylesbury_Duck

Presumably the first point was known up-front? There are a few of these app-only or online-only insurers. It's how they keep the costs down. It's why choosing based on price alone (which I suspect is what most people do) is not a good idea.

DeathByFluffy

This is the consumer rights forum - if you don’t have a question this would be best posted on praise, vents and warnings.

Your experience just describes one I’d expect from a bottom of the market insurer - pay peanuts, get monkeys. They have a terrible reputation and stuff like this is why.