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Marshmallow: Car insurance reviews

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1.70
Based on 315 reviews, last reviewed 9th Jul 2025
200% increase in 5 star reviews
in the past 90 days
57% decrease in 1 star reviews
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Latest highest rating:

5

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 situat... Read more Reviewed on: 6th July 2025
Hawa 's avatar
Hawa

Latest lowest rating:

1

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 i... Read more Reviewed on: 9th July 2025
Ihor C's avatar
Ihor C
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About this product

Marshmallow 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 breakdown cover, legal protection, excess protection and Europe roaming.

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

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Marshmallow Car insurance reviews (315)

Predatory Pricing & Poor Customer Service

1
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. Reviewed on: 9th July 2025
Ihor C's avatar
Ihor C

I’m really grateful for the excellent service I’ve r...

5
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. Reviewed on: 6th July 2025
Hawa 's avatar
Hawa

Great in Theory, Shambolic in Practice

1
Initially was great in that I had lived in the US for 15 years and upon moving back to the UK I needed my no claims from the US considered - super easy set up and easy documentation submittal and seemed super slick (that's why they're getting 2 stars and not 1. EDIT - got more annoyed as I wrote the review so I knocked the second star off). Following that, utterly useless. 1. You can't do ANYTHING on desktop. Its all run through the app which is fine for quick bits like updating details and other bits and pieces, but anything bigger or serious where I imagine most people would be more comfortable on a desktop, you're at the mercy of the App UI... which isn't great. 2. You get a cheaper rate and quote for the first year which is nice if you're a foreign driver or have been away form the UK for a while, but they will SIGNIFICANTLY increase your annual costs year on year unless you threaten to go elsewhere (which I did for the last 3 years) and then just like that they return your annual premium to what it was and sometimes less! You know, instead of like the customer first business they claim to be, they try it on unless you call them out on it. Oh, and then they throw the "raised in line with market standard rates" line at you... I've been with you 3-4 years, I would think my loyalty is worth more than "market average". No claims made btw. 3. No phone lines. Chat only. Again, fine for menial stuff and they will solve things like the above (like give me my old price back when they try to raise it on you on the sly) but if you get sick of tapping out explanations and the back and forth on a smartphone, no option to speak to a person on the phone, AT ALL. 4. App UI is RUBBISH. Looks all slick and pink and simple, but the functionality and intuitiveness is 0. EXAMPLE: I had a new card issued by my bank a few months ago, exact same details except for a new expiry date so obviously I forgot to update on all the different platforms you have to live with in 2025. My annual renewal for 2025 was due to come out (I'd already had the fight to get it reduced to what it was from the £400 increase they had tried to push through the door) and it was declined because the expiry date on my card hadn't been updated. They sent an email to tell me, so within half an hour of that failing I had updated my card details. I checked to see where to manually pay, but there is no option and nothing in FAQ about it. So (naively) assumed the payment would be tried again on my new card - again, I updated my card details immediately and three days before expiry of my coverage. Well it expired and there is no way to manually renew on the App because of course there isn't and they won't let you do anything on desk top. Now, after all of the above, I'd have already decided to jump ship and go with someone else, but I am currently in the process of part-exchanging my current car and I have a week gap between my (original) policy renewal data and when I pickup my new car. So today I have spend 3 hours (AND COUNTING) trying to get their chat agent to give me a quote on the new care and renew my policy that lapsed due to their clunky system. They can't do it because technically my policy lapsed (their fault). So what am I doing? Paying 6 days worth of temp insurance (which isn't cheap) and taking out a policy with Darwin. Marshmallow asked me to "give them the day" whilst I sat here with an uninsured car in my driveway unable to go where I had planned. lol. Reviewed on: 23rd June 2025
Matt Jenkinson's avatar
Matt Jenkinson

Very efficient and professional.

5
alan was very understanding and helped me sort out my issue Reviewed on: 16th June 2025
steve l's avatar
steve l

an Awful company to deal with .

1
an Awful company to deal with . My accident was in July 2024 not my fault , I still have not received my policy excess back . Despite over 8 emails sent and 4 recorded delivery letters . I have now got solicitors involved and processing court proceedings Reviewed on: 28th May 2025
Anthony H's avatar
Anthony H

One of the worst and poor insurance company, I had f...

1
One of the worst and poor insurance company, I had faced very very bad experience I request you everyone go with any car insurance company apart from the Marshmallow insurance. Customer service and claim department never support to the customer. Very disappointed with the bad experience Reviewed on: 23rd May 2025
Bhavesh G's avatar
Bhavesh G

How sad it is to be recommended such an awful car in...

1
How sad it is to be recommended such an awful car insurance company. It is not a company, it is a scam. A very rude way to scam people. After being insured through them for 2 years, they rejected giving me no claim bounce just because I found much cheaper provider. Moreover, they have extended my policy for one more year without my addmission, and when I said that I want to cancel it, they charged me with £250 for a mistake they made. The customer service is awful, rude, uneducated people. Stay away or you will end up having very terrible time. Reviewed on: 19th May 2025
Lutfi L's avatar
Lutfi L

Poor Claims Handling and Retroactive Premium Increase

1
I filed a claim with Marshmallow after my vehicle was stolen and recovered. They then said my vehicle purchase date didn’t match their records and increased my premium retroactively. Now they want me to pay a £400 excess plus 18.67% of the repair costs to cover the difference. Their customer service is very poor - “live chat” responses take over 24 hours, claims handlers take over a week to reply, and there’s no phone number. I’ve raised a formal complaint asking for detailed calculations but have yet to receive a clear explanation. I wouldn’t recommend Marshmallow based on this experience. Reviewed on: 16th May 2025
Tanya S's avatar
Tanya S

I had an accident and it was sorted out no bother.

5
I had an accident and it was sorted out no bother. Hire car and everything and it was me hitting a raised pavement Reviewed on: 24th April 2025
Y boustead's avatar
Y boustead

This is the worst company for car insurance that I h...

1
This is the worst company for car insurance that I have came across. Reviewed on: 8th April 2025
harris m's avatar
harris m

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