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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.82 (333 reviews)

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1.69

Based on 333 reviews, last reviewed 16th Dec 2025

50% decrease in 5 star reviews

in the past 90 days

83% 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

Absolutely a joke of a company no one actually works... Absolutely a joke of a company no one actually works there to answer questions all done by live chat which actually no one answers avoid like the plag... Read more Reviewed on: 16th 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 (333)

Review of the Marshmallow, Car insurance:

They are really amazing people and very professional

They are really amazing people and very professional Reviewed on: 22nd March 2024

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

Predatory Pricing & Poor Customer Service

Policy Period: July 2024 - July 2025 Customer Since: 1 year, clean driving record Summary: Price Gouging & Unfair Practices Marshmallow attempted to increase my renewal premium by 231% above market rate then spent days trying to extract illegal cancellation fees. This is not a customer-focused company. Outrageous Renewal Pricing Their renewal quote vs reality: Previous premium: £2,466.65 Renewal demand: £4,306.23 (74% increase!) Market rate: £1,300 (found same day) Marshmallow overpricing: 231% above market Despite maintaining a perfect driving record with 1 year UK NCD, they tried to nearly double my premium while the market rate was 70% lower. Terrible Customer Service Response Times Timeline of delays: July 4th: Submitted formal objection and cancellation request July 4th-8th: Complete silence from Marshmallow (4 days!) July 8th: Finally responded after multiple follow-ups Customer service was unresponsive when I needed immediate assistance with pricing concerns. Attempted Illegal Fee Extraction After agreeing to cancel, they tried to charge: £58.99 "consumed premium" (for 5 days of rejected coverage) £30 administration fee Total attempted extraction: £88.99 Legal reality: Maximum £30 for cooling-off period cancellation per their own Terms of Business Agreement. They only backed down after I threatened regulatory complaints. Misleading Practices Auto-renewal price shock - 74% increase with no justification Ignoring cancellation requests - 4-day delay in processing Invented fees - charging for services explicitly rejected Bad faith billing - trying to extract £58.99 for their operational delays Market Comparison What I actually paid elsewhere: Marshmallow wanted: £4,306.23 Market alternative: £1,300 (identical coverage) Savings by switching: £3,006.23 Same car, same driver, same coverage - 70% cheaper elsewhere. Legal Issues Their practices potentially violate: Consumer Contracts Regulations 2013 (cooling-off rights) FCA "Treating Customers Fairly" principles Consumer Rights Act 2015 Only resolved after threatening FCA and Ombudsman complaints. Final Verdict Avoid Marshmallow Insurance. Pros: None identified during my experience Cons: Predatory renewal pricing (231% above market) Poor customer service response times Attempts to charge illegal fees Bad faith business practices Complete disconnect from market reality Recommendation Shop around before renewal. I found identical coverage for £1,300 vs their £4,306 demand. Know your cooling-off rights - you have 14 days to cancel with minimal fees regardless of what they claim. Don't let them pressure you into accepting unreasonable pricing. The market has much better options. Alternative Action If you're stuck with similar issues: Know your 14-day cooling-off rights (£30 max fee) Threaten FCA/Ombudsman complaints Shop competitors immediately Document everything in writing Update: After regulatory pressure, they waived all fees and I paid £0 to Marshmallow. Found better coverage for 70% less elsewhere. Save yourself the hassle - choose a different insurer from the start. Reviewed on: 9th July 2025

I’m really grateful for the excellent service I’ve r...

I’m really grateful for the excellent service I’ve received from Marshmallow Insurance. They’ve been understanding and supportive through every situation I’ve faced, and their prices reflect great value for money. I wouldn’t hesitate to recommend them to anyone looking for reliable and caring customer service. Reviewed on: 6th July 2025

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