Poor customer service response times
Poor customer service response times. They do not have a customer contact line and the only way you can get in touch is via a chat robot who then transfers you to a chat feature.
I have recently been involved in a car accident where my car has been deemed a total loss.
Everytime I make an attempt to get in contact with a person for an update on my claim, it takes hours and I find I am often repeating myself.
Furthermore I was in conversation with a man called ‘Simon’ on this chat feature. All of a sudden Simon stopped responding to my messages on the app, however is status continued to update and show that he was online or active. It’s been almost 24hrs since I’ve received a response but he’s active and online.
I don’t think it’s fair or considerate.
Reply from Marshmallow
Hi Anisah,
Thank you for taking the time to share your feedback with us here.
We are sad to hear about your experience, that you feel this way towards our services received. Please be reassured our aim to provide transparent communication at all levels and the team is dedicated to resolve any queries soon as possible. Due to the high number of recent requests, this might take a little longer sadly.
Working on Live Chat usually allows us to help more people, more quickly.
Please feel free to get in touch with us once again, if you would like to receive an update regarding your claim or if you have any other questions.
Best wishes,
The Marshmallow Team