Marshmallow motor insurance -service NONEXISTENT

NWBfroums

I am experiencing TERRIBLE claims service with Marshmallow. I took out my motor insurance with in Feb 2026 under my European driving licence and was happy to find an insurer which made this uncomplicated. The European licence is on record with my policy documents. Now I am making my first claim. Marshmallow are repeatedly insisting via email & SMS that I validate a UK licence online with the DVLA before allowing my claim. I have written 4 emails and spoken in the online chat explaining this is not possible and should not be necessary. The only replies i have received seem not to understand my messages. 

Today I received a nasty email -probably an automated system? - saying they will “cancel my clam and CANCEL MY POLICY”, including the statement: “Despite repeated attempts to contact you, we have not received the driving licence verification required to continue with your claim.” 

You get ONE phone call with Marshmallow to submit your claim. From then on it's email and online Chat. Good luck with that!!! It looks to me as though they have minimal staffing and probably farm out the claim process to various agencies. As you might imagine I am frustrated and furious. 

I suspect that Marshmallow, like many online businesses, works fine as long as everything is easy, but anything which requires a bit of thinking and help gets complicated or even impossible. I shall take legal advice now, as this abysmal service and non-fulfilment of my insurance contract is unacceptable. 

The”exceptional customer service” mentioned in some reviews -eg Trust Pilot- is in my experience not true at all. Google reviews are more critical, I wish I'd read them before becoming a customer.

QrizB

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