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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.81 (335 reviews)

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1.68

Based on 335 reviews, last reviewed 21st Dec 2025

50% decrease in 5 star reviews

in the past 90 days

160% increase in 1 star reviews

in the past 90 days

18%

78%

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

Shocking customer service Shocking customer service and inconsistent handling of a simple enquiry. I contacted Marshmallow to enquire about how my premium might change if I wer... Read more Reviewed on: 21st December 2025

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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 (335)

Review of the Marshmallow, Car insurance:

PLEASE AVOID AT ALL COSTS

We opened insurance with Marshmallow in September 2023 and unfortunately had our vehicle stolen in December 2023, therefore had to initiate a claim for the total loss of our vehicle. Initially, we found Marshmallow customer advisors helpful, however when our vehicle was being valued by the engineers, there was a lot of back and forth in which we were being told by the engineers that it was in Marshmallow's hands and Marshmallow was advising it was still with the engineers. Throughout the whole of February, we have been facing more difficulty in accessing our funds for the car, and have been repeatedly asked for the same documents, and have felt Marshmallow were avoiding paying us out. On 01/03/2024, we were informed by Marshmallow that they were cancelling our policy, and would not be paying us our £5,300 for the vehicle due to us "falsifying information". Marshmallow claim that we were dishonest about who the registered keeper of the vehicle was (my father), even though I have the screenshots from when I filled in the details on Compare the Market, advising my father is the registered keeper and I am the policy holder. On all of my insurance policies since 2021, I have documented that my father is the registered keeper. I would have no reason to lie about this as it does not affect the cost of my policy whatsoever. Upon looking at my documents with Marshmallow, it does unfortunately say that I am the registered keeper however this is a mistake on Marshmallow's behalf when collating my documents, which I do not believe I should be paying a hefty price for. As well as being the victim of a crime, and the loss of 5.3k, Marshmallow have advised I must declare from now on that I have had cancelled insurance, which is going to create further significant financial impact on my life. Since the start of the claim, Marshmallow have clearly been trying to find loop holes as a way of not paying us out, and I have all the evidence for this which I am taking to the Financial Ombudsman, as well as evidence that I claim my father is the registered keeper. Please, please do not be drawn in by the cheap quotes and pay extra for a more reputable insurance company, who actually care about their customers and reputation. I know it is easy to go for the cheapest, particularly during the current cost of living crisis, but it is definitely worth it to avoid suffering an either bigger cost down the line. I obviously didn't anticipate having to submit a claim, and initially Marshmallow seemed a good option to go with, and we found them helpful however, they way they deal with claims is absolutely atrocious. Me and my partner are both very hard working, honest individuals, and are genuinely shocked and appalled at how we have been treated. Please think twice before opening insurance with Marshmallow. Reviewed on: 2nd March 2024

Worst Experience with Marshmallow Insurance

Worst experience with Marshmallow Insurance Tried to cancel my policy, but their AI-only system makes it impossible to reach a human. My renewal jumped from £500 to £950 for a 2012 car worth only £2,000, even though I’ve had no claims in 7 years. They auto-renewed without consent, and the customer support is terrible. If it’s this hard to cancel, imagine how bad it would be to make a claim. Avoid this company! Their customer support system is the worst I’ve ever seen. It’s built in a way that blocks you from cancelling or getting any real assistance. This raises serious concerns about how they would ever handle a claim in an emergency or accident situation. At a time when I’m already facing financial difficulties, they automatically renewed my policy at this inflated price without proper notice or an easy way to opt out. This kind of treatment is unfair, insensitive, and unacceptable. In short: Marshmallow’s AI-only system, lack of human support, and unreasonable premium increases make it one of the worst insurance experiences I’ve ever had. Reviewed on: 6th November 2025

Disgusting customer service.

Disgusting customer service. They autorenewed with double premium without notifying. When contacted they charged £71, for what??? They will ignore your emails and delay, so that they can threaten stating debt recovery, while you are still waiting for their response. Do not use Marshmallow insurance. Reviewed on: 3rd November 2025

this company is a scam.

this company is a scam. its not "instead of long phone calls, everything is done online", it actually is no phone calls, no effective communication in the event you need the very services that you are paying for. Take it from me, i am currently going through a crisis with them where i now have extreme anxiety and immense stress due to the fact that i met in an accident almost 3 months ago whilst having a comprehensive policy and Marshmallow Insurance is doing everything in their power to make life even more difficult. the moment you make a claim, their "Live chat" take hours sometimes** to get an actual human and when you do, they tell you that will get back to you which takes another 24 hours. There is no direct line, no Efficiency and definitely no due care when you need it most. My car is being repaired which i have to do so out of pocket because their Appointed third party companies just seek to categorise the vehicle and i have submitted invoices for reimbursement and Marshmallow is now doing Everything in their power to avoid honouring making payments which i will surely update this forum and the live campaign which was initiated by other users of this company the outcome of my claim in it's entirety. One Accident and i face constant misery and anxiety due to simply having an insurance company that doesn't have it's policy holder's best interest at heart. People Their prices sometimes are cheaper as opposed to other reputable names but as you can imagine from my experience, Cheaper is not Always the best! Please Be Guided Accordingly. I will keep you updated. Reviewed on: 27th October 2025

Marshmallow are a Scam and should be seriously inves...

Marshmallow are a Scam and should be seriously investigated the software is designed to to scam am in the process of reporting to ombudsman. The buttons to stop auto renew not responsive deliberatly it is a scam company commiting fraud the directors seem to have a history of dissolved companys so are familiar with what they are doing which would make it criminal Reviewed on: 22nd October 2025

Do not use this insurance company.

Do not use this insurance company. You cannot speak to anyone, nobody replies on chat, they undervalue vehicles when there is a claim, they try to write off vehicles before they are inspected, do not share relevant reports and do not refund money when they are required to. Should not be operating. Reviewed on: 16th September 2025

They double your insurance the sevond year

I had car insurance with Marshmallow for a year without any issues. When I decided to add a second car to my policy, things became very disappointing. Instead of offering a reasonable adjustment, they wanted to double my existing policy and then quoted me almost double the price compared to what other insurers offered for the second car. This was despite the fact that I had no incidents, no claims, and a clean record. I expected loyalty to be rewarded, not penalised with inflated prices. Other companies offered far more competitive rates. Overall, the experience left me frustrated and I wouldn’t recommend Marshmallow if you are looking for fair pricing, just run away from them! Reviewed on: 15th September 2025

Horrible company to deal with.

Horrible company to deal with. Went with them because they are cheap. That was a big mistake! You can never speak to anyone, you have to contact them via live chat via the app and they never respond… we had a non-fault accident, but they failed to investigate it and therefore we had to pay an excess on our repair. The excess per my policy was £500, however they refused to pay £750 of the repair for which we were chased for. From start to finish, they’ve been an absolute nightmare …. Will never renew…. Having read a lot of the positive reviews on this site I am pretty sure they are fake. Reviewed on: 7th September 2025

All good with Marshmallow insurance

All good with Marshmallow insurance Reviewed on: 5th September 2025

It is very affordable especially to the new drivers...

It is very affordable especially to the new drivers and drivers from outside the country, it accommodates everyone i can say! And their application make this easier ! Reviewed on: 4th September 2025

Why there’s no option for zero star, that’s the reas...

Why there’s no option for zero star, that’s the reason i gave one star. I have premium insurance policy, as per that they can’t charge me for admin fees So instead of that they try to play with my insurance policy price after i just added one driver and removed one When I added my spouse in my policy that time they added around £15 per month, but then after 2 months later when i removed they reduce by only £2. so only adding driver and removing the same driver they added £13 per month extra in my premium in the name of risk factor or system. If they want to calculate properly then they should consider my age and driving experience by that time was increased but i don’t think so they consider any positive consideration. So felt like i am cheated to just adding and remove same driver. So please have a look before buy policy from marshmallow. Reviewed on: 11th August 2025

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