Marshmallow Insurance

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Marshmallow Insurance's key feedback

Customer Support Delays

A significant number of users report frustration with delayed responses from customer support, particularly through live chat, which can take hours or even days to get a response. Approximately 20% of users seem to be affected by this issue.

I've been waiting nearly 3 hours to speak to someone from live chat with no response.

Policy Cancellation Issues

Many customers experience unexpected policy cancellations, often accompanied by high cancellation fees, which they find unjustified and frustrating. This issue affects around 15% of users.

They cancelled my policy in 5 days and charged a £130 cancellation fee.

App Functionality Problems

Users frequently encounter technical issues with the app, such as login problems and the app not loading, which hinders their ability to manage their policies effectively. Approximately 10% of users report these issues.

The app doesn’t load, just a spinning wheel of ‘death’.

Complicated Verification Process

The verification process is perceived as overly complex and time-consuming, causing dissatisfaction among users who find it difficult to complete. This affects about 10% of users.

The verification process is unnecessarily complicated and confusing.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Lemonade

Lemonade receives high praise for its user-friendly app, competitive pricing, and excellent customer service. Users appreciate the ease of setting up policies and the added feature of choosing a charity to donate to, making it a popular choice among customers.

#2 RUNNER UP

Marshmallow Insurance

Marshmallow Insurance has mixed reviews, with some users praising its competitive pricing and easy-to-use app, while others criticize its customer service and policy management. Many users express frustration with the lack of human support and issues with policy cancellations and renewals.

#3 Straggler

Metromile

Metromile is generally well-received for its functionality and ease of use, particularly for musicians. However, users are frustrated with the app's persistent cookie consent requests and intrusive ads, which detract from the overall user experience.

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Nuggets

Major Highlights of the Week

Unreachable Support

Customers face significant delays in reaching customer support, with some waiting hours or even days for a response, leading to frustration and unresolved issues. This lack of timely support undermines the app's promise of quick assistance.

I've been waiting nearly 3 hours to speak to someone from live chat with no response.

Policy Cancellations

Users report unexpected policy cancellations without clear justification, often accompanied by high cancellation fees, which erodes trust and satisfaction. This practice appears to prioritize financial gain over customer loyalty.

They cancelled my policy in 5 days and charged a £130 cancellation fee.

App Functionality Issues

The app frequently fails to load or function properly, leaving users unable to access their accounts or make necessary changes, which contradicts the app's promise of convenience and reliability.

App doesn’t load, just a spinning wheel of ‘death’.

Verification Delays

The verification process is cumbersome and slow, preventing users from accessing their insurance coverage promptly, which can leave them without necessary protection.

They make you pay for your new policy and then tell you that you cannot drive your car until they have completed your ID check which takes six days.

High Administrative Fees

Customers are charged excessive fees for simple administrative changes, such as address updates, which feels exploitative and diminishes the value proposition of the service.

Charged £25 to change my address!

Inadequate Claim Handling

The claims process is perceived as inefficient and unfair, with users receiving less compensation than expected and experiencing long processing times, which damages the company's reputation for customer care.

They will not ever claim your insurance and give you the money half price of car etc and takes too long.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unreachable Support

Policy Cancellations

App Functionality Issues

The app frequently fails to load or function properly, leaving users unable to access their accounts or make necessary changes, which contradicts the app's promise of convenience and reliability.

Verification Delays

The verification process is cumbersome and slow, preventing users from accessing their insurance coverage promptly, which can leave them without necessary protection.

High Administrative Fees

Customers are charged excessive fees for simple administrative changes, such as address updates, which feels exploitative and diminishes the value proposition of the service.

Inadequate Claim Handling

Quotes of the week

Hear from some of the most impactful users to drive changes

I've had a very disappointing experience with this company. The customer service is unhelpful and unfriendly, and the verification process is unnecessarily complicated. Worst of all, after signing a contract, the company changed the price and made excuses instead of honoring the agreed terms.

Duosam3839

I started an online chat yesterday, they were not able to assist as it was outside of business hours. That chat was not closed and now I am unable to stop the auto renewal on my policy because the chat function is open and a new chat cannot be started. Please sort this out.

superbit82

Despite being just 8 days away from the end of my policy, they cancelled it without proper justification, leaving me without cover unexpectedly. Their vehicle change charges were extremely high, far beyond what I’ve seen with other insurers. I expected far better service and transparency.

alex_khan

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Marshmallow Insurance

Top Insights This Week

Customer Support Delays

Policy Cancellation Issues

App Functionality Problems

Complicated Verification Process

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts