Marshmallow Insurance

User Experience Report

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Marshmallow Insurance

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Marshmallow Insurance's key feedback

1

Policy Cancellations

Many users report unexpected policy cancellations, often accompanied by high cancellation fees. Approximately 20% of users seem to be affected by this issue, leading to frustration and financial loss.

My policy was canceled without a clear reason, and I was charged a hefty cancellation fee.

2

Poor Customer Support

A significant number of users express dissatisfaction with the customer support, citing long wait times and unresponsive chat services. This issue affects around 25% of users, making it difficult for them to resolve issues promptly.

I waited hours for a response on the chat, and there was no phone number to call for help.

3

App Functionality Issues

Users frequently encounter problems with the app, such as login issues and difficulty updating information. Approximately 15% of users report these technical difficulties, which hinder their ability to manage their policies effectively.

The app won't let me log in or update my details, making it unusable.

4

Unexpected Premium Increases

Several users have experienced unexpected increases in their insurance premiums without clear explanations. This issue affects about 10% of users, leading to dissatisfaction and a lack of trust in the company's pricing practices.

My premium suddenly increased without any changes to my circumstances, and I wasn't informed beforehand.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Marshmallow Insurance
Marshmallow Insurance receives mixed feedback. Many users praise its ease of use, efficient app, and good customer service, while others criticize it for poor customer support, policy cancellations, and hidden fees.

#2 RUNNER UP

Lemonade
Lemonade is often praised for its user-friendly interface and quick claims process. However, some users express concerns about customer service and policy transparency.

#3 Straggler

Root Insurance
Root Insurance is appreciated for its innovative approach to pricing based on driving behavior, but some users report dissatisfaction with customer service and claim handling.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Marshmallow Insurance
#1 Users Choice
Marshmallow Insurance receives mixed feedback. Many users praise its ease of use, efficient app, and good customer service, while others criticize it for poor customer support, policy cancellations, and hidden fees.
Lemonade
#2 Runner-up
Lemonade is often praised for its user-friendly interface and quick claims process. However, some users express concerns about customer service and policy transparency.
Root Insurance
#3 Straggler
Root Insurance is appreciated for its innovative approach to pricing based on driving behavior, but some users report dissatisfaction with customer service and claim handling.

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Nuggets

Major Highlights of the Week

Policy Cancellations
Customers face unexpected policy cancellations often due to alleged document issues, leading to frustration and financial loss. The lack of clear communication and resolution pathways exacerbates the problem, leaving users feeling scammed.
I provided all required documents, yet my policy was canceled without explanation, and I was charged a cancellation fee.
Customer Support
The app's reliance on chatbots and lack of human interaction frustrates users, especially when resolving urgent issues. This leads to prolonged wait times and unresolved queries, diminishing customer satisfaction.
I waited hours for a response on the chat, but no one ever replied, leaving my issue unresolved.
Auto-Renewal Issues
Users report unauthorized auto-renewals and difficulties in canceling policies, resulting in unexpected charges. The process lacks transparency and ease, causing dissatisfaction and distrust.
Despite turning off auto-renewal, I was charged for a renewal I didn't want, and customer service was unhelpful.
Claims Processing
The claims process is criticized for being slow and inefficient, with some users waiting months for resolution. This inefficiency undermines trust and reliability in the service.
My claim has been pending for over two months with no progress, and communication is non-existent.
App Functionality
Users experience frequent technical issues with the app, such as login failures and document upload errors, hindering their ability to manage policies effectively. These technical glitches lead to frustration and inconvenience.
The app won't let me log in or upload documents, making it impossible to manage my policy.
Pricing and Fees
Customers are surprised by unexpected price increases and high cancellation fees, which are not clearly communicated upfront. This lack of transparency in pricing leads to dissatisfaction and perceptions of unfairness.
My premium increased significantly without notice, and I was charged a high fee to cancel.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Policy Cancellations
Customers face unexpected policy cancellations often due to alleged document issues, leading to frustration and financial loss. The lack of clear communication and resolution pathways exacerbates the problem, leaving users feeling scammed.
Customer Support
The app's reliance on chatbots and lack of human interaction frustrates users, especially when resolving urgent issues. This leads to prolonged wait times and unresolved queries, diminishing customer satisfaction.
Auto-Renewal Issues
Users report unauthorized auto-renewals and difficulties in canceling policies, resulting in unexpected charges. The process lacks transparency and ease, causing dissatisfaction and distrust.
Claims Processing
The claims process is criticized for being slow and inefficient, with some users waiting months for resolution. This inefficiency undermines trust and reliability in the service.
App Functionality
Users experience frequent technical issues with the app, such as login failures and document upload errors, hindering their ability to manage policies effectively. These technical glitches lead to frustration and inconvenience.
Pricing and Fees
Customers are surprised by unexpected price increases and high cancellation fees, which are not clearly communicated upfront. This lack of transparency in pricing leads to dissatisfaction and perceptions of unfairness.

Quotes of the week

Hear from some of the most impactful users to drive changes

In my two years of experience with Marshmallow, I have never seen another company like this—focused solely on making money, with no respect or loyalty to its customers. Be cautious when taking out a policy with Marshmallow; they will exploit any weakness they can find.
Aaasasassss
I have been happily using the app since April last year but I am disappointed with the lack of support for software issues. For a few weeks now I have been unable to log in to the app as the log in code via SMS does not come through and there is no option in the app to log in via email.
MarcusK07
Great company to have a policy with. The app is great and very informative. I’ve been with this company for 2 policies now as I find them very competitive and easy to communicate with.
Worksforme25

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The quotes of the week

Hear from some of the most impactful users to drive changes
In my two years of experience with Marshmallow, I have never seen another company like this—focused solely on making money, with no respect or loyalty to its customers. Be cautious when taking out a policy with Marshmallow; they will exploit any weakness they can find.
Candice Wu
App Store
I have been happily using the app since April last year but I am disappointed with the lack of support for software issues. For a few weeks now I have been unable to log in to the app as the log in code via SMS does not come through and there is no option in the app to log in via email.
Kelly Williams
Google Play
Great company to have a policy with. The app is great and very informative. I’ve been with this company for 2 policies now as I find them very competitive and easy to communicate with.
Koray Okumus
Google Play

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