Marshmallow Insurance
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Top Insights
Top Insights
Top Insights
A weekly roundup of 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.'s key feedback
A weekly roundup of 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.'s key feedback
A weekly roundup of 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.'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.
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.
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.
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.
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’.
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’.
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.
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.
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.
Competitor Benchmark
A weekly roundup of Client
A weekly roundup of Client
Users' choice
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.
Users' choice
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.
Users' choice
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.
Runner up
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.
Runner up
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.
Runner up
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.
Straggler
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.
Straggler
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.
Straggler
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.
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
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.
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.
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
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.
Your voice of customer, unified
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Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
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20 million
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We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
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We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
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"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
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