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Marshmallow: Car Insurance reviews

1.64
Based on 295 reviews, last reviewed 12th Feb 2025
50% decrease in 5 star reviews
in the past 90 days
29% decrease in 1 star reviews
in the past 90 days
See only 5 star reviews
19%
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2%
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1%
See only 1 star reviews
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

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
Louise's avatar
Louise

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.

Marshmallow Car Insurance reviews (295)

Review of the Marshmallow, Car Insurance:

WARNING: DO NOT PURCHASE INSURANCE FROM MARSHMALLOW

1
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

Ridiculous policy , and unfair cancelling process

1
The company serves you well at the beginning, however they have cancelled the policy due to lack of proof of address. If you are an expat or just arrived person to the UK, beware of this company. They cancelled the policy , and also cut a £100 as a cancelling penalty, I am not the one who is cancelling the policy. Modern scamming way of this century I guess. Reviewed on: 31st October 2023

Bunch of Animals

1
A bunch of animals working on the other side! It’s an app based insurance company that is ridiculous. When speaking to these things online you have to repeat everything 50 times as they have numerous animals trying to answer one question. Don’t waste your time with this company and go with British companies who have a real person to talk to when you need help Reviewed on: 27th October 2023

They cancelled my policy

1
They cancelled my policy for “not uploading documentation” when I’ve tried multiple times on their portal and they didn’t receive it. I have then sent them my licence on their chat and then the next day they have cancelled my policy as I didn’t upload my documentation. The worst insurance company I have ever seen in my life Reviewed on: 27th October 2023

stay away

1
terrible company they were cheap but you cant speak to a person the live chat takes at least a day to respond .the app doesnt work properly stay away from them.They asked for paperwork via the app i sent it 5 times they kept saying they didnt have it then they sent an email link and asked for hmrc letter i did that and the next morning at 9.39 they asked for an invoice of my work and by 3.20pm they had cancelled my insurance because i didnt see the email or respond in a few hours because i was at work. So my insurance runs out tonight they wont refund for days my van is my living and now i cant use it because i havnt got the insurance money they have. Reviewed on: 20th October 2023

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

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

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

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

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

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