Marshmallow reviews

Marshmallow reviews
Verified businesses always have up to date contact details and can respond to reviews.
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FCA approved and regulated
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On-line application and approval process
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Manage your account or policy via an app or website
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Fully digital service with no in-person branches
Review summary
People rate this company as Poor based on 315 product reviews
Latest positive rating
I’m really grateful for the excellent service I’ve r...
I’m really grateful for the excellent service I’ve received from Marshmallow Insurance. They’ve been understanding and supportive through every situation I’ve faced, and their prices... I’m really grateful for the excellent service I’ve received from Marshmallow Insurance. They’ve been understanding and supportive through every situation I’ve faced, and their prices reflect great value for money. I wouldn’t hesitate to recommend them to anyone looking for reliable and caring customer service. Read more Read less

Latest negative rating
Predatory Pricing & Poor Customer Service
Policy Period: July 2024 - July 2025 Customer Since: 1 year, clean driving record Summary: Price Gouging & Unfair Practices Marshmallow attempted to increase my... Policy Period: July 2024 - July 2025 Customer Since: 1 year, clean driving record Summary: Price Gouging & Unfair Practices Marshmallow attempted to increase my renewal premium by 231% above market rate then spent days trying to extract illegal cancellation fees. This is not a customer-focused company. Outrageous Renewal Pricing Their renewal quote vs reality: Previous premium: £2,466.65 Renewal demand: £4,306.23 (74% increase!) Market rate: £1,300 (found same day) Marshmallow overpricing: 231% above market Despite maintaining a perfect driving record with 1 year UK NCD, they tried to nearly double my premium while the market rate was 70% lower. Terrible Customer Service Response Times Timeline of delays: July 4th: Submitted formal objection and cancellation request July 4th-8th: Complete silence from Marshmallow (4 days!) July 8th: Finally responded after multiple follow-ups Customer service was unresponsive when I needed immediate assistance with pricing concerns. Attempted Illegal Fee Extraction After agreeing to cancel, they tried to charge: £58.99 "consumed premium" (for 5 days of rejected coverage) £30 administration fee Total attempted extraction: £88.99 Legal reality: Maximum £30 for cooling-off period cancellation per their own Terms of Business Agreement. They only backed down after I threatened regulatory complaints. Misleading Practices Auto-renewal price shock - 74% increase with no justification Ignoring cancellation requests - 4-day delay in processing Invented fees - charging for services explicitly rejected Bad faith billing - trying to extract £58.99 for their operational delays Market Comparison What I actually paid elsewhere: Marshmallow wanted: £4,306.23 Market alternative: £1,300 (identical coverage) Savings by switching: £3,006.23 Same car, same driver, same coverage - 70% cheaper elsewhere. Legal Issues Their practices potentially violate: Consumer Contracts Regulations 2013 (cooling-off rights) FCA "Treating Customers Fairly" principles Consumer Rights Act 2015 Only resolved after threatening FCA and Ombudsman complaints. Final Verdict Avoid Marshmallow Insurance. Pros: None identified during my experience Cons: Predatory renewal pricing (231% above market) Poor customer service response times Attempts to charge illegal fees Bad faith business practices Complete disconnect from market reality Recommendation Shop around before renewal. I found identical coverage for £1,300 vs their £4,306 demand. Know your cooling-off rights - you have 14 days to cancel with minimal fees regardless of what they claim. Don't let them pressure you into accepting unreasonable pricing. The market has much better options. Alternative Action If you're stuck with similar issues: Know your 14-day cooling-off rights (£30 max fee) Threaten FCA/Ombudsman complaints Shop competitors immediately Document everything in writing Update: After regulatory pressure, they waived all fees and I paid £0 to Marshmallow. Found better coverage for 70% less elsewhere. Save yourself the hassle - choose a different insurer from the start. Read more Read less

About Marshmallow
Marshmallow is a car insurance company based in the UK.
The founders started Marshmallow when they found out how unfair insurance prices are for people who move to the UK. The team developed their own technology and pricing models to cater to people new to the UK. Licences from all countries are covered and there are discounts based on all your driving experience - in any country.
Marshmallow provide insurance for cars and vans.
Marshmallow at a glance
Reviews for Marshmallow
Showing 11 of 315 company reviews • Last reviewed within 7 days
Predatory Pricing & Poor Customer Service
Policy Period: July 2024 - July 2025 Customer Since: 1 year, clean driving record Summary: Price Gouging & Unfair Practices Marshmallow attempted to increase my... Policy Period: July 2024 - July 2025 Customer Since: 1 year, clean driving record Summary: Price Gouging & Unfair Practices Marshmallow attempted to increase my renewal premium by 231% above market rate then spent days trying to extract illegal cancellation fees. This is not a customer-focused company. Outrageous Renewal Pricing Their renewal quote vs reality: Previous premium: £2,466.65 Renewal demand: £4,306.23 (74% increase!) Market rate: £1,300 (found same day) Marshmallow overpricing: 231% above market Despite maintaining a perfect driving record with 1 year UK NCD, they tried to nearly double my premium while the market rate was 70% lower. Terrible Customer Service Response Times Timeline of delays: July 4th: Submitted formal objection and cancellation request July 4th-8th: Complete silence from Marshmallow (4 days!) July 8th: Finally responded after multiple follow-ups Customer service was unresponsive when I needed immediate assistance with pricing concerns. Attempted Illegal Fee Extraction After agreeing to cancel, they tried to charge: £58.99 "consumed premium" (for 5 days of rejected coverage) £30 administration fee Total attempted extraction: £88.99 Legal reality: Maximum £30 for cooling-off period cancellation per their own Terms of Business Agreement. They only backed down after I threatened regulatory complaints. Misleading Practices Auto-renewal price shock - 74% increase with no justification Ignoring cancellation requests - 4-day delay in processing Invented fees - charging for services explicitly rejected Bad faith billing - trying to extract £58.99 for their operational delays Market Comparison What I actually paid elsewhere: Marshmallow wanted: £4,306.23 Market alternative: £1,300 (identical coverage) Savings by switching: £3,006.23 Same car, same driver, same coverage - 70% cheaper elsewhere. Legal Issues Their practices potentially violate: Consumer Contracts Regulations 2013 (cooling-off rights) FCA "Treating Customers Fairly" principles Consumer Rights Act 2015 Only resolved after threatening FCA and Ombudsman complaints. Final Verdict Avoid Marshmallow Insurance. Pros: None identified during my experience Cons: Predatory renewal pricing (231% above market) Poor customer service response times Attempts to charge illegal fees Bad faith business practices Complete disconnect from market reality Recommendation Shop around before renewal. I found identical coverage for £1,300 vs their £4,306 demand. Know your cooling-off rights - you have 14 days to cancel with minimal fees regardless of what they claim. Don't let them pressure you into accepting unreasonable pricing. The market has much better options. Alternative Action If you're stuck with similar issues: Know your 14-day cooling-off rights (£30 max fee) Threaten FCA/Ombudsman complaints Shop competitors immediately Document everything in writing Update: After regulatory pressure, they waived all fees and I paid £0 to Marshmallow. Found better coverage for 70% less elsewhere. Save yourself the hassle - choose a different insurer from the start. Read more Read less
I’m really grateful for the excellent service I’ve r...
I’m really grateful for the excellent service I’ve received from Marshmallow Insurance. They’ve been understanding and supportive through every situation I’ve faced, and their prices... I’m really grateful for the excellent service I’ve received from Marshmallow Insurance. They’ve been understanding and supportive through every situation I’ve faced, and their prices reflect great value for money. I wouldn’t hesitate to recommend them to anyone looking for reliable and caring customer service. Read more Read less
Products from Marshmallow
Showing all products offered by Marshmallow
Car insurance
by MarshmallowMarshmallow provide car and van insurance policies. With Marshmallow, you can choose from four levels of cover: lightest, essential, original and plus. You can add extras for additional costs including...
Car insurance
by MarshmallowMarshmallow provide car and van insurance policies. With Marshmallow, you can choose from four levels of cover: lightest, essential, original and plus. You can add extras for additional costs including...
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