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Marshmallow: Car Insurance reviews

Name: Car Insurance
Rating: 1.83 (299 reviews)

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1.65

Based on 299 reviews, last reviewed 20th Feb 2025

100% increase in 5 star reviews

in the past 90 days

24% 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

The live chat service dosent work The live chat service dosent work properly, and when you do get through to someone they cant answer your question and inform you that the relevant dep... Read more Reviewed on: 20th 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 (299)

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

Disgraceful company

Money taken from my account which I think was for house/contents insurance. No reminder e-mail sent by the company, no way to contact them via the app as it is only set up for car insurance, and they have failed to even acknowledge my e-mail enquiries. I am having to go through my credit card coming in an attempt to get a refund. Reviewed on: 17th May 2023

Never let them process your claim

Dreadful people to deal with, I hate to imagine how awful they are to people at fault. Shocking. Reviewed on: 12th May 2023

Avoid at all costs

Avoid at all costs. Policy cancelled with no warning - impossible to speak with customer service. I would advise you to look elsewhere. Very expensive mistake choosing marshmallow. Reviewed on: 12th May 2023

Zero star is what I would review

AVOID this company. 1 Star is honestly generous. I can tell you now that the majority of this company's 5* reviews are completed through social marketing campaigns. First of all, a neighbour reversed into my car completely by accident and I contacted Marshmallow. Everything to start with was fine, not an issue. However the reassurances they gave me were far from the truth. 1. I was advised I would get a like for like hire car, I have an SUV, Automatic and something with a large amount of space. It is also a diesel. I was advised it would be a like for like switch. Thoughts were great. 1A. The car they gave me is half the size of my other car, its petrol, it drinks fuel, its a manual and it has problems with gear 4 and the radio. 2. The car accident was a non fault of my own, I had a witness letter, acceptance of fault from another car owner and it was taken to a garage. 2a. It took 4 weeks to get the car outcome as a write off and still they have not paid me for my car as advised. Further more, absoluteness no communication whatsoever. I have called back over and over with no apology at all. 3 Renews have come through... 3a. A price almost doubled the year previously with an extra years no claims. Keep in mind this is a non fault, no claims affected renew. 4. I try to contact Marshmallow to discuss the claim : 4a, claims line tell me that there is no one I can discuss this with. I have to do this on the app. So I cancel my renew using the app as advised. The box automatically changes back so you have no choice but to speak to them on there chat facility where they try and sell you to stay with them. 5. On Thursday at 16.55 (Bank holiday Friday and Monday) I am given 24-48 hours to collect the car or the charges will be passed to me. 5a. Again I have to do the leg work that they should be doing. 6. Esure contacted me directly to fix the car as marshmallows had no contact for them. 6a. What a joke. Tonight I am collecting the car wish me luck as it will probably be at a different storage centre than advised. If GDPR took things seriously this company would be fined as they do not provide the facilities for customers to be contacted how they wish to use communications. Just because Winn Solicitors or Nationwide Vehicle recovery assistance or other parties are involved, does not mean that you do nothing. *I AM YOUR CUSTOMER NOT THERE'S* Worst insurance company I have ever dealt with and they still haven't paid me out yet. I hate to think how long it would take if the claim was a 50/50 or a driver at fault. AVOID this company like COVID. Reviewed on: 11th April 2023

Simply change address and vehicle

Tried to change address on policy ready for my move . Told not aloud too do this . Asked for quote for a new vehicle . Told same you can't change vehicle. Choices given were basically cancel my policy and start again and be charged £50 for the privilege. What a crap company . Reviewed on: 10th April 2023

Horrible

They made me cancel my policy on their error. They told me I can’t have a business class 1 insurance policy on a student role. I am a student that works part time. Their website allowed me put in the role and then they said I have to pay £50 cancellations and start a new policy. Use anyone but them Reviewed on: 10th April 2023

Worst company ever

From an ex-employee's point of view. The way they treat their own employees is to NOT support them as much as possible and use terrible HR to intimate you then kick you out. I was afraid that they will say bad things about me to my new employer so I kept my mouth shut. But now I'd like more people to avoid this terrible company. You can imagine how they treat their customers. Reviewed on: 1st April 2023

Great service

I was late with my payment and the due date was a day before I got paid I had the pleasure of having Archie sort everything out for me today in a very efficient and rather quick manner quite possibly the best service I have had from any company if being honest Reviewed on: 29th March 2023

This is probably the worst car insurance provider on the market

This is probably the worst car insurance provider on the market. Any change will increase your annual payment, cancellation costs are very high and overall the price of the policy is exceeding the ones on the market sometimes by double the price. The only good thing is the customer service which will be available to you in a relative close period of time 15-20 minutes to tell you that your policy price has an annual increase for various reasons. Stay away from this scam! Reviewed on: 28th March 2023

Thief

Marshmallow are burglars in disguise!! They will happily take your money from you however when you need them they try to avoid and cancel the policy. My vehicle was stolen and they tried to say as I didn’t declare points they are voiding my insurance and not paying out although this was a genuine error as it’s really difficult to contact them Reviewed on: 15th March 2023

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