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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.80 (380 reviews)

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1.80

Based on 380 reviews, last reviewed 28th Aug 2026

100% decrease in 5 star reviews

in the past 90 days

83% increase in 1 star reviews

in the past 90 days

17%

80%

Latest highest rating:

4

Great service so far. Great service so far. Monthly pay is fair and looking forward to getting more discount next year. Reviewed on: 15th August 2026

Latest lowest rating:

1

ONLY CHAT NO PHONE- RIP offs stay away ONLY CHAT NO PHONE- RIP offs stay away Only chat first AI no real person. Ask for real person in the chat and finally getting a person on the chat, p... Read more Reviewed on: 28th August 2026

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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 (380)

ONLY CHAT NO PHONE- RIP offs stay away

ONLY CHAT NO PHONE- RIP offs stay away Only chat first AI no real person. Ask for real person in the chat and finally getting a person on the chat, passed on to another person and their supervisor decides to cancel the policy. Nobody talks on the phone and cancelled the policy due to being a street trader. Charged me £190+ for 11 days policy. Reviewed on: 28th August 2026

A non-fault accident became a nightmare

I rarely write reviews like this, but my experience with Marshmallow has left me angry, exhausted and deeply let down. I reported a non-fault accident in September 2024. At exactly the moment when I needed my insurer to provide calm, clear and practical help, I found myself trapped in an app-based system. I could not access a normal customer-service phone line where I could speak to one person who understood the whole case and was prepared to take responsibility. The only practical way to seek help was to send messages through the app and wait, often for a long time, for somebody to reply. I spent an unreasonable amount of time chasing updates, searching for information and trying to work out who was responsible. When you have just been involved in an accident, this is the last thing you need. Instead of Marshmallow taking ownership, the matter was passed from Marshmallow to Winn Solicitors, then to On Hire, and then to a repair garage. I felt like a ball being kicked from one company to another. Whenever there was a problem, I was pointed towards somebody else. Meanwhile, I was left carrying the stress, the risk and ultimately the cost. The way I was treated felt appalling and dehumanising. After the car was returned, I noticed noise from the front-left side, but I did not realise that the problem might be dangerous. During a major service in March 2026, Halfords found two missing pinch bolts in the front-left suspension and steering area. Halfords later supplied its original call recording through a subject access request. The recording states that the condition was dangerous and records the mechanic's view that whoever had carried out the earlier work appeared not to have fitted the bolts. I had been driving the car without knowing the seriousness of the risk. Thinking about what might have happened is genuinely frightening. I had to pay over £600 to make the car safe. I supplied Marshmallow with the recording, invoices and repair records and asked it to investigate its own referral and claims-handling decisions. Instead of a clear, compassionate and substantive answer, I was redirected again, while the central complaint was closed or divided without resolving the issue. I was effectively expected to do the work myself: identify the companies involved, obtain evidence, connect the different parts of the claim and repeatedly explain what had happened. This was a non-fault accident, yet I ended up feeling as though I was the problem. I paid money I could ill afford and spent many hours dealing with a fragmented system in which responsibility always seemed to be passed elsewhere. What I needed was a human being and an insurer willing to take ownership. What I received was an app, long waits and another company to contact. I have now submitted my complaint to the Financial Ombudsman Service. The outcome is pending, and I intend to pursue the matter properly through the available process to the end. This is not about spite. It is about obtaining a fair outcome, accountability and justice. No customer should be left feeling this powerless after trusting an insurer to help them following an accident. Based on my experience, I cannot recommend Marshmallow. Reviewed on: 26th August 2026

Watch out for the driving score and tag

I am with Marshmallow because they offered a good price provided I agreed to having a tag. I have been driving years, have never had an accident and consider myself to be competent. However the tag thinks otherwise and marks you down for stupid things like if you go 1 mile over speed limit, if you brake harshly (even if you had to react to something), if your passenger used your phone whilst you’re driving (apparently it can’t tell who was using phone). I used to get annoyed with slow drivers and people who drove under the limit but perhaps this is the explanation! The final frustrating is they claim to have tips on how to improve your score but they are so vague eg keep to limit, don’t brake harshly. Finally they send passive aggressive notifications for any of the above and if you disconnect your Bluetooth (as this stops the tag from working!) Reviewed on: 19th August 2026

Easily the worst insurance company I have ever dealt...

Easily the worst insurance company I have ever dealt with My experience with Marshmallow has been absolutely appalling, and I would never insure a vehicle with them again. Trying to actually speak to a human being when something goes wrong is incredibly difficult. I was left dealing with a chat system and waited more than three hours without receiving a reply. When you are dealing with something as important as car insurance, that level of customer service is simply unacceptable. What finally finished it for me was discovering that my policy had been cancelled because I had failed to update my credit card details. There was no phone call from Marshmallow to warn me that my insurance was about to be cancelled or to make sure I understood the seriousness of the situation. I was completely unaware that the policy had been cancelled. Considering the consequences of unknowingly driving without valid insurance, I find their approach extremely concerning. My experience with their pricing wasn't much better. After my first year, I obtained a renewal quote from another insurer for around half the price Marshmallow wanted to charge me. I contacted Marshmallow to cancel and, remarkably, they were suddenly able to match the other company's price without a problem. That left me wondering why I was being asked to pay so much in the first place. I bitterly regret not simply moving to the other insurer there and then. What I find particularly telling is that getting help when I was a customer was painfully slow, yet after leaving a one-star review, Marshmallow suddenly seemed capable of responding very quickly indeed. That says everything to me. Based on my experience, I felt like keeping a dissatisfied customer happy was nowhere near as important as dealing with the public criticism once it appeared online. I have now insured my vehicle with another company and I will never use Marshmallow again. Poor communication, extremely frustrating customer service, questionable renewal pricing in my experience, and seemingly no urgency until a one-star review appears. **In my book, Marshmallow is the worst company I have EVER dealt with. If you're considering them, I would strongly recommend shopping around and looking very carefully at the alternatives before committing. One star – only because zero stars isn't an option. Reviewed on: 17th August 2026

I was involved in an accident .

I was involved in an accident . 10 months ago . I’m still waiting for may car and caravan to be repaired. They don’t return emails or phone calls . More a scam than insurance. Avoid Reviewed on: 17th August 2026

Great service so far.

Great service so far. Monthly pay is fair and looking forward to getting more discount next year. Reviewed on: 15th August 2026

I recently purchased car insurance from Marshmallow...

I recently purchased car insurance from Marshmallow and found the process straightforward and easy to complete online. The quote was competitive compared with other insurers, and the policy information was clearly presented. The overall application process was quick and convenient. I am pleased with my experience so far and hope to continue receiving good service throughout my policy. Reviewed on: 14th August 2026

Absolute disappointment.

Absolute disappointment. Exorbitant fees and they levy a penalty for cancelling your policy. Slow to process claims but very quick to ask for money. Had a no fault claim and was offered settlement with the third party insurer. Chose to claim with Marshmallow and that was the biggest mistake I made. Had to pay my excess and be threatened with a penalty if I chose to cancel my policy early. Reviewed on: 3rd August 2026

EXTREME WARNING: AVOID MARSHMALLOW

EXTREME WARNING: AVOID MARSHMALLOW — ONE SMALL ERROR CAN LEAVE YOU CANCELLED, FINED, UNINSURED AND FACING YEARS OF HIGHER PREMIUMS Policy number: MM000872250 This is the worst insurance company I have dealt with in Britain. I reported a minor error in my day of birth immediately. Marshmallow agreed to correct it, increased my premium by £36.77, issued corrected documents and allowed the policy to begin. Several days later, they reversed their decision, cancelled the policy and imposed a £130 fee for the same error they had already accepted and corrected. They accepted the correction. They accepted the higher premium. They confirmed the amended policy. Then they cancelled it anyway. Their handling has left me facing: - an insurer-initiated cancellation; - serious risk to my previously clean insurance record; - replacement quotations of around £2,900–£3,000; - a £130 penalty; - major financial loss; - and the possibility of being left unable to drive my own vehicle. A simple and honest error, reported immediately, was turned into a major insurance problem that may affect the cost and availability of my insurance for years. I have submitted a formal complaint. A generic public reply saying that Marshmallow has “contacted me” or is “looking into the matter” will not change what happened. In my experience, this company accepted the correction, took the higher premium, cancelled the policy anyway and left me to deal with the financial and insurance consequences. Avoid Marshmallow if you value your clean insurance record, your money and your ability to remain insured. Reviewed on: 10th July 2026

Avoid this company at all costs.

Avoid this company at all costs. Their payment app is entirely broken—it refuses to show Apple Pay, won't let you delete old cards, and blindly charges the wrong card. This glitch forces you to miss payments so they can slap you with an extra £22 fee every single month. On top of that, they hiked my monthly premium from £110.02 to £169.43 without permission.When you try to get help, you are met with an AI loop followed by a completely rude, dismissive human agent ("Brooke") who gaslipped me by claiming "no other customers have this issue." They completely refused to help remove my cards, fix the glitch, or refund the unfair fees, lazily repeating the same useless app instructions. I am now forced to go through my bank to issue chargebacks for every single incorrect charge. An absolutely shameless business model and the worst customer care I have ever experienced. Reviewed on: 9th July 2026

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Marshmallow: Car insurance reviews

100% decrease in 5 star reviews

83% increase in 1 star reviews

Latest highest rating:

4

Latest lowest rating:

1

About this product

Review Marshmallow: Car insurance now

Marshmallow Car insurance reviews (380)

ONLY CHAT NO PHONE- RIP offs stay away

A non-fault accident became a nightmare

Watch out for the driving score and tag

Easily the worst insurance company I have ever dealt...

I was involved in an accident .

Great service so far.

I recently purchased car insurance from Marshmallow...

Absolute disappointment.

EXTREME WARNING: AVOID MARSHMALLOW

Avoid this company at all costs.

Review Marshmallow: Car insurance now

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