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Marshmallow: Car Insurance reviews

Name: Car Insurance
Rating: 1.83 (300 reviews)

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1.64

Based on 300 reviews, last reviewed 21st Feb 2025

100% increase in 5 star reviews

in the past 90 days

18% decrease in 1 star reviews

in the past 90 days

19%

77%

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

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.... Read more Reviewed on: 21st February 2025

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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.

Marshmallow Car Insurance reviews (300)

Review of the Marshmallow, Car Insurance:

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

Poor Customer Service

Poor customer service. I am extremely dissatisfied with the customer service I received. I needed to update my occupation status and promptly submitted my payslip for the necessary changes. However, the customer service assistant erroneously confused my recent document with one I uploaded months ago for a different issue. She proceeded to request further documentation without seeking clarification from me. What's particularly frustrating is that she failed to acknowledge her mistake or issue an apology. Furthermore, despite being active online, she neglected to respond to my additional queries. Additionally, I find it highly unreasonable that when canceling the policy, the consumed premium is calculated for one extra day beyond the date of policy cancellation. This policy practice is quite perplexing, and regrettably, the customer service assistant could not provide a satisfactory explanation as to why I was charged for a day when Marshmallow did not provide coverage under the policy. Reviewed on: 7th November 2023

Very bad customer service

Increasing the claim rate monthly after submitting the documents. No proper contact number. Poor customer service Reviewed on: 7th November 2023

Worst insurance company in UK

One of the worst insurance company in UK . At the time of claim they try to reject your claim by saying fault reasons. My parked car had an accident somebody hit on the back it’s not my mistake but the third party not having insurance, when I contacted marshmallow they simplay said that I used my car in multiple locations .. I given all proof showing that I never used it but they haven’t responded, customer service is pathetic. I regret to choose this company and cheated . This complaint is dealing by my solicitor, I will take them to court and fight till the end to get the compensation and don’t allow them to cheat any customers like me in future. Reviewed on: 1st November 2023

They wont give me my money back

I have sold my car and ask for a refund. I told them not to sent the money to the previous account as I closed it. They did it anyways and I can’t get my money back. Lloyds has bounced it back as the account is closed and they don’t give any solution at all. Reviewed on: 31st October 2023

Avoid Marshmallow insurance

Had this company for 2 years and decided to not renew as the quoted premium is too expensive. Spent an inordinate amount of time on the app and off the app and going around in circles. Not easy to cancel, impossible to get through to a person, keep answering the same questions over Now i find they have taken the money early and i still can't get through. Beyond angry! Reviewed on: 31st October 2023

Ridiculous policy , and unfair cancelling process

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

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

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

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

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

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