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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.58 (359 reviews)

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1.58

Based on 359 reviews, last reviewed 26th Feb 2026

No new 5 star reviews

in the past 90 days

164% 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

FCA-Regulated Insurer Ignoring Formal Cancellation This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to th... Read more Reviewed on: 26th 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 (359)

Review of the Marshmallow, Car insurance:

Avoid Marshmallow Insurance

I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process. Despite providing all the necessary documentation and evidence, my claim was denied without a valid reason. It felt like they were actively looking for any excuse to avoid paying out. To make matters worse, communication was a nightmare. I tried reaching out multiple times via phone and email, but my attempts were mostly ignored. When I finally got through to someone, they were unhelpful and dismissive. It was clear that resolving my issue was not a priority for them. One specific incident that stands out is when I was promised a call back from a claims manager within 48 hours. That call never came, and when I followed up, I was told that there was no record of my previous conversation. This level of incompetence and lack of accountability is unacceptable. Marshmallow Insurance seems to specialize in finding reasons to deny claims, even when they are clearly at fault. If you want to avoid losing your hard-earned money and dealing with a company that doesn't care about its customers, look elsewhere. Reviewed on: 18th February 2025

AWFUL

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

Great easy insurance

They were professional easy to set up and a really competitive price something odd with trust pilot as took this review down Reviewed on: 7th December 2023

SCAM

Omg very bad ! They lie to me all this time my car was not covered I checked on askmid all the time Now two months still not covered ITS A SCAM!!! Be careful everyone don’t trust this company! And it’s really hard to communicate with them it’s only chatt service even there no one reply!!!! Reviewed on: 6th December 2023

DONT USE THEM

Currently been chasing for a week. Don’t have a phone. Direct you to the app. Spend two hours waiting on the chat in the app and no one replies. Spent hours every day and still nothing. Will be reporting them to financial ombudsman. Reviewed on: 1st December 2023

Do not go with this broker

I have a few thing for you to be aware of: Please do not look on the good review, as currently AI system able to generate the good review to push your review down until disappear from the first page. 1. The company have no contact number to discuss with live staff only on the chat, 2. Be aware of the fee, I apply and cancel the policy in the same day even it after an hour, I have to pay the fee £30 and if, off cooling down period the fee is £50, I read some review paid £150. 3. the chat support team so busy, I have to wait almost two hours just to cancel the policy, and I am not sure how long will it take to refund the money back. Reviewed on: 27th November 2023

Absolutely no common sense

Cancelled my insurance because I didn’t show my ID, even though they saw it last year and I’m still the same person, now they’ve changed their quote to be over £500 higher than it was last week Reviewed on: 21st November 2023

TERRIBLE they dont repair and they dont allow you to get repaired

I think Marshmallow sleep specialist company than an insurance company. They make a comfortable mattress with a pile of complaints and claims and just sleep on them. If you wake them up the only thing you get is a bunch of lies and just shuttle you between them and MRN( their repairing partner) Unfortunately I had a minor incident with my car 8 days ago and living with no car, until now no update and no ETA when they will pick my car for repair. Until they pick my car for repair, they don't give me a courtesy car. These guys say they assigned my case to MRN. MRN says all the garages they operate in UK have no capacity and I have time wait until my someone shows mercy but no one knows when that will be, days, months or years? I took list of approved garages from Marshmallow and spoke to the garages in my area, and to my shock they both said that they have still not received instructions from MRN about my car. I called MRN who said the approved garage list shared by marshmallow is invalid. I asked MRN to share valid list and they denied. Asked for ETA when they can pick my car., they dont have an answer for that. I have made necessary escalations to see if I can fix at near by garage and claim. They will charge £250 as penalty and this is over and above excess £250. I demanded a waiveoff of this penalty as they are delaying it to which both MRN and Marshmallow blame each other that the penalty is charged by other party and they can't waive off. Nothing happened in 8 days and no one know when something can be done. So in short they don't care, they don't repair, they don't work, they sleep but you don't dare to wake them up as it will only frustrate you Reviewed on: 17th November 2023

Very poor customer service

I insured my van with Marshmallow. Their automated system failed to recognise a document I uploaded as proof of employment. As they have no contact phone number I was not able to discuss the issue or find an alternative suitable document. They did not consider contacting me to resolve. Their solution was to cancel the policy and charge me handsomely with a cancellation fee. Avoid, what they would do if I needed to make a claim nobody knows. Reviewed on: 9th November 2023

avoid at any cost

avoid at any cost, these people are scammers Reviewed on: 7th November 2023

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

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