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Marshmallow: Car insurance reviews

View other Marshmallow products
1.57
Based on 367 reviews, last reviewed 8th May 2026
100% increase in 5 star reviews
in the past 90 days
54% decrease in 1 star reviews
in the past 90 days
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17%
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2%
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1%
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1%
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79%

Latest highest rating:

5

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

Latest lowest rating:

1

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 courte... Read more Reviewed on: 8th May 2026
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Anonymous
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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 (367)

Very disappointing and stressful experience overall

1
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
Anonymous's avatar
Anonymous

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

1
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
Rocky's avatar
Rocky

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

1
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
Aqib J's avatar
Aqib J

User friendly

5
Their rates are reasonable and their app is easy to use Reviewed on: 16th April 2026
Constance h's avatar
Constance h

Good service provider good customer service

5
Good service provider good customer service Reviewed on: 16th April 2026
Lasith Jayawardena's avatar
Lasith Jayawardena

They are scammers.

1
They are scammers.They do not mantion amything about a black box in the policy.Once you pay the deposit or the whole amount,they will tell you about the black box.If you are not happy with that,they will not give you yourmoney back.Avoid these fraud compamy. Reviewed on: 9th April 2026
Luntraru Ion Cezar's avatar
Luntraru Ion Cezar

Absolutely shocking customer service.

1
Absolutely shocking customer service. I cannot get through to speak to anyone, either on the phone or online, just to update my policy after changing my car. I have had to take out temporary insurance while I wait for their online chatbot to get back to me. I won't be renewing with Marshmallow. Reviewed on: 24th March 2026
Helen W's avatar
Helen W

unprofessional car insurance company.

1
Very unprofessional car insurance company. It is almost impossible to contact them when you actually need assistance. I tried to cancel my policy through the app after contacting customer support. I was told that the cancellation had to be done directly in the app, but unfortunately the cancellation process did not work. From that moment, the whole situation became extremely frustrating. Since November 2025 I have been waiting for my refund, and as of today (16.03.2026) I still have not received it. The only option they offered was to cancel the policy now and be charged extra money, which makes no sense because the problem was not caused by me. Reviewed on: 16th March 2026
Natalia Mereacre's avatar
Natalia Mereacre

FCA-Regulated Insurer Ignoring Formal Cancellation

1
This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to the finance company and immediately requested cancellation of my policy. It has now been four days, multiple emails, and repeated contact attempts — and I have received absolutely no response. Not even an acknowledgment. There is no functional cancellation process, no accountability, and no visible customer support. A customer should not have to chase for days just to stop paying for a vehicle they no longer own. As an FCA-regulated company, Marshmallow has an obligation to handle cancellations promptly and fairly. Ignoring formal cancellation requests while payments remain active is deeply concerning. I am now escalating this matter formally and will not hesitate to refer it to the Financial Ombudsman Service if it is not resolved immediately. This level of service is completely unacceptable. Reviewed on: 26th February 2026
Vedrana V's avatar
Vedrana V

Marshmallow car insurance is a big scam

1
There's no telephone call service, you can only find them on live chat which will be only 3 days wait of each of your message to them, and with the purpose of flopping you off. What you get would be less than minimal service. They ask for documents you're unlikely to have—like a contract or council tax bill—only after the 14-day 'free cancellation' period has passed. When you can't provide them, they cancel your policy and charge you £130 on top of what you already paid. It's a deliberate scam to trap you into buying coverage and then squeeze more money out of you. Avoid these scammers at all costs. Reviewed on: 23rd February 2026
Sophia Win's avatar
Sophia Win

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