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Marshmallow: Car Insurance reviews

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1.66
Based on 290 reviews, last reviewed 10th Jan 2025
100% increase in 5 star reviews
in the past 90 days
38% decrease in 1 star reviews
in the past 90 days
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19%
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2%
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1%
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77%

Latest highest rating:

5

I ve meet a very good customer service I ve meet a very good customer service Reviewed on: 25th November 2024
Sebastian b's avatar
Sebastian b

Latest lowest rating:

1

Your life is in danger with Marshmallow People DO NOT GO FOR MARSHMALLOW. They will offer you cheap insurance to hunt you when you are vulnerable the most. But it will cost you more in the f... Read more Reviewed on: 10th January 2025
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Marlena K
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About this product

Check out the Marshmallow car insurance reviews on Smart Money People, left by genuine customers to help you make an informed decision when choosing your new provider.

Marshmallow was founded in 2015, dedicated to providing affordable insurance to those often hit with outrageously high quotes, like students and expats. Marshmallow designed its own systems and writes its own policies, claiming to provide cheaper car and van insurance for all.

Perhaps you have a low credit score and find many insurers penalise you for this,or maybe you’re an expat without a UK driving licence, again, paying extra for your insurance? Marshmallow claims to have affordable policies for all, regardless of factors such as these. Read the Marshmallow car insurance reviews on Smart Money People to see how well the company lives up to these claims.

Have you had an insurance policy with Marshmallow? Did you find your premium cost reasonable in comparison to other quotes? Was the level of cover suited to your needs? How did you find communications with Marshmallow: was the customer service team friendly and helpful with fast response times? Did you have to make a claim on your policy, and if so, how well was it dealt with? Whether positive or negative, leave a Marshmallow car insurance review today to help us increase trust and transparency in financial services.

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Marshmallow Car Insurance reviews (290)

Marshmallow is making hell for me to claim my policy and its been a month and I am still chasing

1
I have tried to claim my policy and this is what has happened. It took a whole week for the marhsmallow team to collect details from me. They have asked me about 40 questions on the call I first made, then they have sent a form to describe the incident. And then another team called to confirm the details. The next week I got tired and called the recovery team which was Egertons in this case and I could not figure out the station where my car was stored. It turns out they have used a third party called Mansfield to recover and store my car and their number is unavailable to reach out. I had to travel all the way to Slough where this Mansfield is located only to know that I have to call Egertons as they are the ones handling this one. Fair enough. I had to call Egerton and they have asked me to contact my insurance team which is Marshmallow as they are the ones who are handling the claim. Meanwhile the insurance team has asked MRN ( motor repair network ) to asses the repair costs and after a week they come back saying that this MRN is taking too long to assess. Now its been another week that they have changed the company from MRN to E2E. Their chat service takes hours and hours to reply and sometimes they dont even reply for an entire day. Its been a month, I do not have a courtesy vehicle, I do not have a car and My family is struggling to go anywhere. You cannot contact them through any other platform than chat. You cannot TALK to them and how can a service run like this? Date of experience: 17 October 2023 Reviewed on: 17th October 2023
Suhas D's avatar
Suhas D

Can't cancel renewal without speaking to them... but they don't respond!

1
Can't cancel renewal without speaking to them... but they don't respond! Shocking Reviewed on: 13th October 2023
b f's avatar
b f

Terrible customer service

1
I have been with marshmellow for a year. Had built up 5 years NCD over (through previous insurances and vehicles) but protected them. They automatically renewed my policy, making my monthly payments go from £67 a month to £263 a month for the same vehicle!!!!! When i questioned them on this, which by the way is an absolute pain (they have no phone number to speak to a person so you have to speak to a robot on the app), they then offered me a £175 discount ?! I declined and said can i cancel, they say yes you can cancel but you will not have your NCD protected and will have to pay a cancellation fee. Disgusting service. Do not go with this company. Reviewed on: 11th October 2023
Jade's avatar
Jade

Extremely Poor Service

1
I have had a marshmallow customer hit my car an getting to 3 months now my car has not been fixed, you call they never pick up even after an hour wait. horrible customer service especially Najma she's too rude to be in customer service. Hung the phone severally. please keep away from them Reviewed on: 9th October 2023
laura Anorue's avatar
laura Anorue

By far the By far the worst company to deal with when a claim arises.

1
By far the worst company to deal with when a claim arises. One member of staff states the claim is a split decision one, then disappears and won't respond to emails along with another of his colleagues too. Then a third and later a fourth person takes over the claim all within Marshmallow. This time having seen the same evidence the initial colleague of his had seen, he says it a split decision claim and a few days later changes his mind and says I'm at fault. They never respond to emails or correspondence in the stated time and have a very casual attitude to their insured once they have your money. Being a cheap insurance company says it all, cheap rates and definitely a cheap service provided. Please pay the extra and go with a reputable insurer, one who can talk on the phone, rather then Email or chat on site only, and worse still they contact you in their own time when and if they can be bothered. I have raised this issue and a complaint with the Financial Ombudsman Service, and urge anyone else who has had a similar experience from Marshmallow to do the same. Date of experience: October 08th 2023 Reviewed on: 9th October 2023
Z. Khan's avatar
Z. Khan

NCD

1
Even though all my NCD documents are valid they keep not accepting them and add 600 pounds on top of my 1500 pounds insurance. If there were 0 stars I would give you. Dont try them. Reviewed on: 2nd October 2023
Antonis Pishias's avatar
Antonis Pishias

Worst customer service

1
I recently been a customer of marshmallow and has received an automated email regarding my policy increasing by over 80% when I have no claims bonus for another year and nothing in my policy has changed. I tried to contact them regarding this and then get the most frustrating conversation of my life where I am waiting hours for replies and messages with so many smiley emojis next to them. I kept raising my complaint of how the can justify the increase in my policy of over 80% where I my question don't get answers and them just responding to verify what they can change in my policy to "lower the price" after 3 days of messages to them I have given up and decided to cancel my policy and go with another company and without any shock they can't even waive £30 cancellation fee. Greedy, and absolutely horrifying service. Reviewed on: 30th September 2023
Jp's avatar
Jp

Awful took £30 before my insurance even started?

1
No one you can speak to on phone awful customer service and robbing company stay well clear should even be able to take people money useless company Reviewed on: 28th September 2023
Charlie Horwood's avatar
Charlie Horwood

Worst Customer experience ever

1
May be a cheap insurance, but you will wait months before you are sorted . I waited 3 month and still don't have car. Completion date changes weekly . Reviewed on: 18th September 2023
Damien Pillay's avatar
Damien Pillay

Lousy service

1
Was informed that my renewal had gone through the evening before renewal due. I went on the app to try and stop it renewing at £690 rather than 350 the previous year. Went on price comparison and got it for £290 Marchmallow don't have phones only live chat and email, tried to contact them all day to no avail then received and email saying thanks for renewing! Absolute lousy service avoid!! Reviewed on: 10th September 2023
Dave Cook's avatar
Dave Cook

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