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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.76 (358 reviews)

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1.58

Based on 358 reviews, last reviewed 23rd Feb 2026

No new 5 star reviews

in the past 90 days

190% increase in 1 star reviews

in the past 90 days

17%

79%

Latest highest rating:

5

Outstanding support and excellent service I had a truly excellent experience with Marshmallow. The support team, especially Bloom, went above and beyond to help me review my renewal price and ... Read more Reviewed on: 10th December 2025

Latest lowest rating:

1

Marshmallow car insurance is a big scam There's no telephone call service, you can only find them on live chat which will be only 3 days wait of each of your message to them, and with the pu... Read more Reviewed on: 23rd February 2026

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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 (358)

Review of the Marshmallow, Car insurance:

Auto renewing and refunding partially after a long time

They auto renewed my insurance and would not provide me a contact number to call and cancel. They didnt send me any postal correspondance to inform me. They took out over 1000£ as premium from my bank account. Only chat facility available to corresspond which is slow. I cancelled the insurance over chat immediately (within cooling off period) but they still charged me £30 admin fee. They also gave me a huge bill for 2 days' insurance they charged pro-rata. Raised a complaint and they took months to respond. They didnt do anything. They took a long time refunding the money as well and still charged Admin fee (even though I was withing 7 day cooling off period). Thieves. Stay away from them Reviewed on: 14th August 2024

Customer Service Non-Existant

You can't talk to anyone over the phone - App chat only where you will be waiting 4 hours+ for anyone to reply. Absolutely useless once you get through and no one wants to assist. Imagine you are asking for an update on a claim but can't, no idea whats occuring with your car etc. They are no help god forbid you have any accidents or claims even if they aren't your fault. Couldn't reccomend a company less. Although cheap, there is a reason for that! AVOID the stress! Reviewed on: 12th January 2024

Accident with Marshmallow Customer

Didn't have a choice but had to deal with them. Customer Service and Communication is not existing. Had an accident with one of their customers mid November 2023 Marshmallow Customer 100% at fault. Initial contact from Marshmallow with offer of courtesy car was great but had no contact with them since and even though you are provided with phone numbers you can't get through (trust me I tried 30+ times), no response on chatbot via website or email. Only contact I had was to the 3rd party dealer S&G. Took 10 days to tell me my car is a write off (my insurance done this on the day of the accident). Payment pay out agreed and car was picked up to scrap the day after. Now you think ok only a few days until you get paid you money. No way it took 6+ weeks and so many chases via me and S&G and still no reply. Only a threatening letter to get the Financial Ombudsman and Lawyer involved sprung them into action. All in all it took 2 months from the accident to the money hitting my account. Marshmallow will have to pay enterprise 3k+ for the courtesy car. Avoid if you can at all cost. Reviewed on: 10th January 2024

Least competent company.

Said I would be given a courtesy car, lie. Lost no claims as that was an extra package even on top of fully comp. They offered me 2000 pay up for a van that's worth closer to 6000. I urge anyone thinking of using this insurance company to really consider doing so as they are the least competent company I have ever had the misfortune of using. Reviewed on: 9th January 2024

It's been a horrible experience with this fraud call...

It's been a horrible experience with this fraud called Marshmallow. How could you refuse you repair your client's car that was involved in an accident because you felt she was going to a patient's house instead of her workplace. Isn't a patient's house a workplace? Worst still, Marshmallow said they are cancelling her policy and at the same time she will pay the rest of her policy cost for a complete period. If you think they are cheap, wait till you have a claim. Reviewed on: 6th January 2024

Do not use. Terms and conditions hidden from you

Hidden terms and conditions in your policy. Not able to change over vehicles on your policy. My van broke so had to get another van, they told me I had to cancel my policy and start again losing my 6 months towards my no claims and that a cancellation fee of £125 will be applied and deducted from my refund. Absolutely disgusting how you are treated. Again do not use pay that little bit more for a good company Reviewed on: 6th January 2024

Terrible customer service, no CRM

Terrible customer service, no CRM, impossible to get hold of them when you need help, even to report an incident. Accusatory customer service agents with bombastic tone of voice. I’m cancelling soon Reviewed on: 6th January 2024

Poor CRM.

Poor CRM...Zero service and only thinking about getting more money Reviewed on: 6th January 2024

No chance to contact no chance to have help with the...

No chance to contactno chance to have help with the claim, tricky insurance company Reviewed on: 5th January 2024

Absolutely awful insurance company

I chose them 2 years ago because I wanted to opt for a cheaper insurance in order to keep my outgoings low. I guess you really do get what you pay for. They have no contact number apart from the claims lines and they have a chat bot system that simply does not fulfill its function to communicate with the customer. I had to make a claim over a month ago and Marshmallow has been extremely slow to do anything, and progress of my claim and payout has been repeatedly bottlenecked on their end. I did not recieve immediate help, I never recieved a courtesy vehicle and even with my payout they are trying to take more money from me. Furthermore, they keep closing the chats, making it infuriatingly difficult to maintain a line of communication. Pay a good money and go with Admiral, AA, Privilege or someone else who will actually cover you. Reviewed on: 19th December 2023

AWFUL

Do not use . Awful customer service . Total rip offs . Worst insurance company ever Reviewed on: 7th December 2023

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