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Marshmallow: Car Insurance reviews

Name: Car Insurance
Rating: 1.84 (297 reviews)

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1.65

Based on 297 reviews, last reviewed 14th Feb 2025

No new 5 star reviews

in the past 90 days

19% 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

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... Read more Reviewed on: 13th 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 (297)

Review of the Marshmallow, Car Insurance:

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

Worse ever.

This has to be one of if not the worst insurance company to not provide customer service. Lost my card so cancelled card. Unable to report because I can't get past the bot. Trying to tell them I'm awaiting a new card .impossible, Bot can't understand that statement. Just keeps sending me around in circles. But can still keep sending me emails offering to help with my missed payment. . No customer service what so ever. Reviewed on: 7th August 2023

We're not all soft Marshmallow!

Marshmallow insists on my selecting Auto-renew option when I took out my policy last year. Given 16 days notice of renewal. Although no claims or change of circumstances, they now propose to increase my premium by 78%. No explanation offered. I indicated on their App. web site that I did NOT want automatic renewal. Instead of just acknowledging my decision, they have asked additional 'security ' questions and my reason for my decision. 24 hours later, they have still not acknowledged that I do not want to renew their policy. I am appalled by their conduct, and will never use them again. Reviewed on: 3rd August 2023

Save yourself

The worst car insurance company ever. Please save yourself don't go there. They cancelled my policy and are asking me in the same time to cancel my policy within 7 days. The reason they can access data of my locations therefore they can not insure my car. Not to mention the possibility of cancellation fees, a cancellation they are initiating..the app on my phone is showing my movement and all but they are saying that I was inactive for certain period. Also they don't have a customer service and when the send you a text message it's either unpleasant or stressing with constant threats of cancellation.. I would NOT RECOMMEND THIS COMPANY....NEVER EVER SAVE YOURSELF AND SAVE YOUR MONEY AND YOUR PEACE OF MIND Reviewed on: 3rd August 2023

Worst insurance company ever

Absolutely awful. No customer service skills at all. Absolutely no communication between there staff. Nobody knows what they are doing. Worst car insurance experience of my life. Don't go anywhere near them. They will make you lose the will to live. Worst insurance company in the world Reviewed on: 2nd August 2023

People don't do this mistake!

People don't do this mistake! Pure form of fraud. Absolutely incorrect. I have been waiting for 11 months now to be paid my total damage. So far I haven't received a penny. In the end they offered to pay me a quarter of my policy amount by increasing my premium... Without my fault?! But first if I repair the car myself with my own funds!!! They change the rules as they see fit and break all kinds of laws. And the best part is that they don't have any contact phones... Just a fake life chat through which you talk to a bot (wall)... Don't make this mistake! You will never receive compensation regardless of whether you are at fault or not! In this company only resources are poured in one direction. Reviewed on: 28th July 2023

Do not use

Please do not use this company . Appalling customer service - left me alone and in the dark literally for 8 hours. Customer service doesn’t exist with no communication- took 5 months to repair my car - this is back in 2021 . I got contacted today to say that direct line are taking me to court due to marshmallow not paying the claim . Also you can’t complain to the financial ombudsman as they are not registered in the uk . Please use someone else !!! Reviewed on: 24th July 2023

Excellent car insurance service

I have been with their service since 2019, their service is excellent whenever I make a claim or discuss payment options with the team. Their rate is most competitive too. Reviewed on: 23rd July 2023

Appalling service

Had a small bump in my car - equally at fault Called marshmallow as a notification They said they contact me if anything occurred No contact demo them so I assume all ok Renew insurance with someone else (as theirs was too high) Months later I’m contacted by the new insurance company to say marshmallow have loaded my details on the industry database as being at fault in the accident and have settled my claim. Ines insurance company saying i didn't inform them,!!!!!!! Marshmallow do not have a phone line. All there is it’s a live chat which is rubbish Reviewed on: 19th July 2023

DO NOT USE THIS COMPANY

After a year they will double your insurance price for no reason!! Haven’t made a single claim or complaint for the whole year then get my renewal quote for double the price I was paying, their excuse is they’ve had to pay out lots of claims this year, it’s not my duty to pay for other peoples claims! Disgusting price hike in the middle of a cost of living crisis Reviewed on: 18th July 2023

STAY AWAY IF YOU DON'T WANT TO GET SICK!!!

Definitely stay away if you don't want to get sick! It has been 55 days since they took my car, and I'm left without a courtesy car. I have to pick up my child from school with no transportation. Marshmallow is not offering any solution other than keeping you waiting. I keep getting sent from S&G to Marshmallow and back again. I've sent an official complaint and will be in touch with watchdog and also the financial ombudsman. It's just a waste of time expecting a solution from Marshmallow. This situation is extremely distressing and frustrating. Waiting for so long can have a detrimental effect on mental health, and it's truly unbearable.I don't want anyone to experience this awful feeling. I will continue to provide updates on how the process progresses from here.Please stay away.!!! Reviewed on: 14th July 2023

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