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M&S Bank - Marks and Spencer: Car insurance reviews

Name: Car insurance
Rating: 1.78 (102 reviews)

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1.53

Based on 102 reviews, last reviewed 29th Oct 2025

No new 5 star reviews

in the past 90 days

600% increase in 1 star reviews

in the past 90 days

13%

75%

Latest highest rating:

4

Great service thanks Helping me out of when I need to get insurance Reviewed on: 13th October 2023

Latest lowest rating:

1

Won't let me change my vehicle I have car insurance Call up as I'm changing my vehicle. They told me they can't offer me anything if I change my car other than a new policy. Absolut... Read more Reviewed on: 29th October 2025

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About this product

M&S Bank car insurance is arranged and administered by BSL limited using a panel of insurers.

If you need to make a claim, you get a personal claims manager to keep you updated with progress. You can choose between premier or standard cover. Premier provides additional benefits including a guaranteed replacement car.

M&S Bank car insurance reviews help you find out what it’s really like to be a customer. If you’ve used M&S Bank before, you can also leave a review and share your experience.

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M&S Bank - Marks and Spencer Car insurance reviews (102)

Awful - avoid

I insured my car with them after selecting from a car comparison website. I was given a quote and took their cover. 2 months into the cover i was sent a letter saying I had failed to disclose a claim from almost 5 years ago and as a result they were increasing my premium by £70. I have not made any claim on my insurance or had any claim against me in the past 35 years. But they say they have found an entry on a claims database that says i made a "no fault claim" in 2014. Its odd how none of my 4 other insurers since then have found or are making such a statement. I'm cancelling and going elsewhere - awful service Reviewed on: 16th June 2019

avoid M&S Motor insurance - customer support is misleading

Be wary about buying an M&S Car insurance , as i received a renewal quote from them for 700+£ & i just requested for an address change , that doubled the insurance to 1500+ £ , whereas i got offers for the same address from other vendors with the original offer price of 700+£, what the hell on this Earth could fire up your insurance quote to double just for an address change ; unless M&S customer support reps are trained to cheat on their existing customers. Very bad experience with M&S customer support . Reviewed on: 5th April 2019

Avoid, avoid, avoid...

My fist ever claim after 14 years of driving, and it had to be with them! Similarly to other reviews the initial contact was good, I was assigned a personal claim assistant and I hopped for the best. Sadly Zenith the underwriter don't care at all ( missed appointments, replacement car not delivered etc) When complained to M&S, they said it nothing to do I should complained to the garage and the insurer. Spent hours on the phone to arrange a repair, shocking lack of customer service. After a month my car in finally in for repairs. Shame on you all, will never buy again! Reviewed on: 4th April 2019

Disastrous claim handling

The first call I made to them to make the claim was great, but it all went downhill from there on. They contract the claim processing out to a company called IMS, who valued my car without even looking at it. It took weeks of negotiating with them to get the actual value of the car according to the valuing companies that they use, they didn't know what it should be because they hadn't even seen a picture of my car. When I complained to M+S, it took them two months to to get back to me, by which time I had already sorted it out myself. I always pay a premium for insurance because I know that some of the cheaper ones can be difficult if you do have to make a claim, but in this instance the extra money was a complete waste and I'm sure I would have received far better service from cheaper providers. Reviewed on: 30th December 2018

Farcical

Found that an elderly aunt was still having her direct debits taken nearly a year after she wrote to them and cancelled. Refunded only 50% and guy didn’t have a clue ! Result is that we are going to small claims court where if nothing else they can explain why it is nessessary for them to STEAL from an 84 year old woman Reviewed on: 15th September 2018

Overcharging

I have had my car insurance with M&S for nearly 2 years now and, so far, never have had any issues with them - until recently. How come? I did buy a new car a few days ago and decided to insure this car with my existing policy which, I thought, should be easy to do. Indeed, the procedure to do this change online was very easy and was completed in a mere 5 minutes. However, things took a turn for the worst when I received an SMS from my bank, notifying me that a larger amount of money was taken from my account. In fact, M&S charged twice the amount of the additional premium plus their administration fee. Consequently, I contacted their customer service department to find out what went wrong and that is when things really got out of hand. First, they immediately admitted that they have charged twice the amount, but were very quick to accuse me to have used the back button on my internet browser. At this stage, I can assure everyone here that this is one thing that would never happen to me, and it never did. The online transaction went through as usual and the invoice I received confirmed, that I should have been charged the correct amount. Nevertheless, customer services assured me that they would be aware of it now and the overcharged amount would be credited back to my account. REALLY!!! The following day, another SMS came from my bank, this time informing me that they have charged my card three times the additional premium. Understandably, I am quite irritated and upset and have decided now to put forward a written complain to M&S management. One thing is for sure, M&S Insurance will lose out when my next renewal is due. Reviewed on: 9th September 2018

Prices scandalous

We have been with them for car insurance for 13 years without one claim but this year they want to put it up by over £200 and I have phoned around and got prices at 40 per cent less than their quote. So much for customer care Reviewed on: 2nd August 2018

Not the service I expected from M&S

Very disappointed that M&S would put its name to such a terrible insurance. The service is very poor - to get to speak to someone you have to spend at least 15 minutes listening to automated messages. When I moved house, they more than doubled my premium without explaining why and despite having not made any insurance claims. I will certainly not be using them again. Reviewed on: 1st August 2018

Appalling

Avoid at all costs. i was hit by uninsured driver who admitted liability but M and S (who blame underwriters Ageas) not interested and I have claim against my insurance unfairly!!! I would not recommend or use again! Reviewed on: 9th March 2018

They ramp the price up at every chance they get

Title says it all really, after the first year they increase the premium by a significant amount. Same applies if you need to make any changes to your policy because they know that you are locked into a contract. Avoid! Reviewed on: 6th December 2017

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