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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.72 (372 reviews)

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1.72

Based on 372 reviews, last reviewed 10th Jul 2026

200% increase in 5 star reviews

in the past 90 days

70% decrease in 1 star reviews

in the past 90 days

17%

80%

Latest highest rating:

5

User friendly Their rates are reasonable and their app is easy to use Reviewed on: 16th April 2026

Latest lowest rating:

1

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: MM0... Read more Reviewed on: 10th July 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 (372)

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

Rubbish company

Rubbish company with extremely rubbish customer service, taken money out of my account without my authorisation, consent or knowledge. They are unable to prove that I am a customer -AS I AM NOT- and cannot find me on their system, yet they have not refunded my money or resolved this issue. WOULD NOT RECOMMEND to anyone as I am not even a customer yet my dispute has not been resolved. Pathetic and unsatisfactory!!!! Reviewed on: 16th June 2026

Punitive fees and terrible customer support

Punitive fees and terrible customer support My experience with Marshmallow has been genuinely awful. I paid my June premium yet they still continued pushing another late payment charge on top of the £67.50 in late fees I had already been hit with. I explained clearly that I had already been forced into making two payments from one salary month and asked for the payment date to be moved to the 1st of the month so this would not keep happening. Instead of showing any common sense or trying to help they just hid behind policy wording and repeated that a £22.50 fee applies every time a payment is missed. That is not customer service. That is a company choosing to keep punishing a customer with extra charges rather than fixing a simple payment date issue. The whole experience has made Marshmallow look completely unreasonable and unsupportive. When a customer is trying to pay and is asking for a practical solution the answer should not be more fees more stress and robotic replies. It feels like their system is designed to trap people in repeated charges instead of helping them stay on track. I have been left angry disappointed and completely put off using them again. Based on my experience I would strongly warn others to be careful before taking a policy with Marshmallow. The cheap quote is not worth it if this is how they treat customers when something goes wrong. Reviewed on: 16th June 2026

Would advise avoiding Marshmallow

I’m very dissatisfied with my experience of Marshmallow Car Insurance and would advise people to look for other companies. I intended to take out a policy due to needing cover for a foreign national which was difficult to find. After completing the application process, I paid the insurance premium. I thought I was now insured, however they then stated that I need to connect my bank account to their system. This is extremely intrusive and in 25 years of driving I have never been asked this before. I have no intention of giving them this kind of access. I then tried to contact them – attempted to call only to be told that they won’t speak to me over the telephone and to contact via online chat. What kind of company refuses to speak to their customers? Only one that has a complete lack of consideration for their customers! I cannot support this kind of business. I cancelled my application and managed to find a broker who was very helpful, who I could speak to over the phone and actually beat Marshmallow’s price by around £80. Reviewed on: 2nd June 2026

Very disappointing and stressful experience overall

Very disappointing and stressful experience overall. I paid a very high monthly premium for what was presented as comprehensive insurance with courtesy car cover, but after a non-fault accident I discovered that the policy was practically unusable in my situation. My vehicle was valued at around £900 while the excess was £1,000, meaning there was effectively no financially viable route through my own insurer. After reporting the accident to Marshmallow during the early hours of 20/12/2025, I only received an automated acknowledgement. Within roughly 48 hours I was already being contacted by Winn Solicitors and associated third parties, with no meaningful explanation that I was being placed into a separate credit hire/legal arrangement with potentially significant financial implications. The entire process appeared to be part of the normal Marshmallow claims journey. Despite paying for courtesy car cover, I was not provided with what most customers would reasonably expect from a standard insurer replacement vehicle process. Instead, I ended up in a complex and expensive credit hire structure which was never clearly explained upfront. Communication throughout the claim was slow, fragmented, and often handled by automated systems. During a period of financial hardship I repeatedly tried to get support and guidance, but meaningful human assistance was delayed. Marshmallow later admitted in their final complaint response that this should not have happened. I also actively tried to reduce costs myself by requesting a smaller and more fuel-efficient replacement vehicle, but this was not accommodated. To be fair, the individual customer service agents were polite and professional. My criticism is directed at the overall system, transparency, and real-world handling of claims. Marshmallow’s final response to my complaint mostly repeated policy wording while ignoring the practical realities and evidence I provided. The matter is now proceeding to the Financial Ombudsman Service with further supporting evidence. Based on my experience, I cannot recommend this insurer. Reviewed on: 8th May 2026

My experience with this car insurance provider has b...

My experience with this car insurance provider has been extremely disappointing. They renewed my policy without clearly informing me or getting my approval, which feels completely unfair and misleading. To make matters worse, when I contacted customer service to question this and asked about their escalation process, they abruptly ended the chat instead of assisting me. That level of service is unacceptable and very unprofessional. Overall, the lack of transparency and poor handling of customer concerns has left a very negative impression. I strongly advise others to avoid this company—don’t buy from them. Reviewed on: 27th April 2026

I am beyond frustrated with this insurance company’s...

I am beyond frustrated with this insurance company’s service. I requested my final No Claims Discount (NCD) certificate after my policy ended—something that should be simple and straightforward. My new insurer cannot accept a certificate issued before the policy end date, so I clearly asked for an updated one. That’s all I need. It has now been over 2 days, and I have received absolutely no response from support. No update, no explanation—nothing. This delay is directly affecting my ability to set up my new insurance. This is completely unacceptable. Poor communication, slow service, and no accountability. Getting a basic document should not be this difficult. If you’re considering using this company, be prepared for serious delays and frustration when you actually need support. Reviewed on: 17th April 2026

User friendly

Their rates are reasonable and their app is easy to use Reviewed on: 16th April 2026

Good service provider good customer service

Good service provider good customer service Reviewed on: 16th April 2026

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View resource hub

Marshmallow: Car insurance reviews

200% increase in 5 star reviews

70% decrease in 1 star reviews

Latest highest rating:

5

Latest lowest rating:

1

About this product

Review Marshmallow: Car insurance now

Marshmallow Car insurance reviews (372)

EXTREME WARNING: AVOID MARSHMALLOW

Avoid this company at all costs.

Rubbish company

Punitive fees and terrible customer support

Would advise avoiding Marshmallow

Very disappointing and stressful experience overall

My experience with this car insurance provider has b...

I am beyond frustrated with this insurance company’s...

User friendly

Good service provider good customer service

Review Marshmallow: Car insurance now

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