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Marshmallow: Car Insurance reviews

Name: Car Insurance
Rating: 1.82 (303 reviews)

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1.64

Based on 303 reviews, last reviewed 5th Mar 2025

50% decrease in 5 star reviews

in the past 90 days

12% decrease in 1 star reviews

in the past 90 days

18%

78%

Latest highest rating:

5

Thaigo was an amazing customer service agent. Thaigo was an amazing customer service agent. He understands my issues very quickly and helped me. His explanation was really good. Reviewed on: 14th February 2025

Latest lowest rating:

1

HORRIBLE HORRIBLE HORRIBLE. HORRIBLE HORRIBLE HORRIBLE. reported them to the Finance Ombudsman. Made a claim that i NEVER asked to be recorded as such and now they are ignoring m... Read more Reviewed on: 5th March 2025

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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.

Marshmallow Car Insurance reviews (303)

Review of the Marshmallow, Car Insurance:

The live chat service dosent work

The live chat service dosent work properly, and when you do get through to someone they cant answer your question and inform you that the relevant department will be in touch in 48 hours. AVOID THIS COMPANY Reviewed on: 20th February 2025

HORRIBLE HORRIBLE HORRIBLE.

HORRIBLE HORRIBLE HORRIBLE. reported them to the Finance Ombudsman. Made a claim that i NEVER asked to be recorded as such and now they are ignoring me. STAY AWAY Reviewed on: 5th March 2025

The worst customer service I have ever received.

The worst customer service I have ever received. I have never received an email from them and they decided to cancel my policy without leaving me any time to respond to anything. Their reason to do this was that I did not respond to their email, that I have NEVER received, and now they are trying to make me pay £1200 within 7 days for NO REASON AT ALL. When I address my concerns they said they cant do anything because its same day reinstallation only, even though I have been emailing them, calling them, and chatting to them from the first minute but they did not bother answering until the could say they cant do anything anymore. Do not come near this company if you do not want to be scammed, THEY ONLY WANT TO TAKE YOUR MONEY without providing any service. You can't speak to them on the phone because they based online only and they do not respond to you online either. Pay and then you can F... OF. I will take this all the way to court if that is the only way... Reviewed on: 5th March 2025

Scam! Avoid at any costs. Lost £19'000 with them!

They are perfect when I want to insure my car, but not so good when I have a claim. Furthermore, for my car accident they've instructed me to contact Winn Solicitors who gave me a hire car and spend 4 weeks repairing my car, and then asked me to pay £19'000 for their services suggesting I've breached the contract by providing false information about the accident. What's the purpose of the car insurance then if I pay the bills in full? I feel I was scammed! When I try to contact Marshmallow over the phone or the app there's no response! Reviewed on: 1st March 2025

Terrible experience, not good at all

Terrible experience. I have paid deposit and I need to validate ID..Impossible to speak with anyone..Robot only gives you options that you Don't need..ZCannot validate my ID!!.Terrible customer service! Very disappointing. They abuse of your ti.e. I lost a whole day with them . Not good at all Reviewed on: 21st February 2025

Avoid Marshmallow Insurance

I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process. Despite providing all the necessary documentation and evidence, my claim was denied without a valid reason. It felt like they were actively looking for any excuse to avoid paying out. To make matters worse, communication was a nightmare. I tried reaching out multiple times via phone and email, but my attempts were mostly ignored. When I finally got through to someone, they were unhelpful and dismissive. It was clear that resolving my issue was not a priority for them. One specific incident that stands out is when I was promised a call back from a claims manager within 48 hours. That call never came, and when I followed up, I was told that there was no record of my previous conversation. This level of incompetence and lack of accountability is unacceptable. Marshmallow Insurance seems to specialize in finding reasons to deny claims, even when they are clearly at fault. If you want to avoid losing your hard-earned money and dealing with a company that doesn't care about its customers, look elsewhere. Reviewed on: 18th February 2025

Thaigo was an amazing customer service agent.

Thaigo was an amazing customer service agent. He understands my issues very quickly and helped me. His explanation was really good. Reviewed on: 14th February 2025

Never use Marshmallow

I was more or less forced to use them when moving from Somerset to Buckinghamshire. The entire experience was fraught & expensive. They have no proper staff & their app is irritating in the extreme. It was an interim insurance, & I would have been penalised had I changed insurer within the first year. As it was I paid monthly at double what I was paying in Somerset. I moved to Cumbria in July 2024 & my year is up at the end of February. I have renewed at 64% less with a sensible solid insurer but extracting yourself from Marshmallow is a nightmare. They use the old scam of repeat debit card premium collections, notoriously difficult to cancel. Everything is slick marketing & a concerted effort to wear your down. Quite the worst car insurer I have ever dealt with- luckily I never had to claim (& never have claimed on car insurance in 50 years of driving) since the complaints about their claims procedures are legion. AVOID THIS AWFUL COMPANY. Reviewed on: 13th February 2025

Shocking company, when you need help for no fault of...

Shocking company, when you need help for no fault of your own and they just don’t care this insurance company is not for me Reviewed on: 12th February 2025

FROM THESE SCAMMERSago**STAY AWAY FROM THESE SCAMM

FROM THESE SCAMMERS ago **STAY AWAY FROM THESE SCAMMERS** **STAY AWAY FROM THESE SCAMMERS** Bought my insurance with them in December, they asked for the NCD from abroad which I provided them, their so called "underwriters" who are more like scammers told me it's a fake NCB and I will be notified to the other insurance Reviewed on: 26th January 2025

WARNING: DO NOT PURCHASE INSURANCE FROM MARSHMALLOW

I’ve been with Marshmallow Insurance for over 3 years, never made a claim, and always kept my MOT up to date. However, after I was involved in a car accident, they completely failed me. After reporting the accident, it took them 15 days to provide me with an engineer’s report, and when I asked for the full report to understand what happened, they refused to give it to me. Instead, they just told me the issue was my tyres. Once my policy was cancelled, they provided no support whatsoever. I had no idea where my car was, and they only gave me unreachable contact details for a third-party engineer. I had to spend hours calling different garages and scrap metal companies just to figure out what to do. Marshmallow left me alone, stressed, and completely unsupported in a time when I needed help most. On top of that, they refused to refund the unused portion of my premium and charged me cancellation fees. All of this while they failed to provide me with the guidance I needed to resolve the situation. If you’re thinking about going with Marshmallow for your insurance, DON’T. They may seem like a good deal at first, but when things go wrong, you’ll be left high and dry with no help. This is by far the worst customer service I’ve ever experienced. Stay far away from them, and do yourself a favor by choosing a company that actually cares about its customers. #MarshmallowInsurance #CustomerServiceFail #InsuranceNightmare #AvoidMarshmallow Reviewed on: 22nd January 2025

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