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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

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

Can't cancel renewal without speaking to them... but they don't respond!

Can't cancel renewal without speaking to them... but they don't respond! Shocking Reviewed on: 13th October 2023

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