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Marshmallow: Car Insurance reviews

Name: Car Insurance
Rating: 1.82 (303 reviews)

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1.64

Based on 303 reviews, last reviewed 5th Mar 2025

50% decrease in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

18%

78%

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

HORRIBLE HORRIBLE HORRIBLE. HORRIBLE HORRIBLE HORRIBLE. reported them to the Finance Ombudsman. Made a claim that i NEVER asked to be recorded as such and now they are ignoring m... Read more Reviewed on: 5th March 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 (303)

Review of the Marshmallow, Car Insurance:

Scam- be aware!

Scam- be aware! It is an awful organisation. I reported my accident claim on the day of my accident (23/11/2024); I have not heard from this organisation since, and now I have found out they did not even log it !!!!!! They provide their customers with a telephone number; however, if you call it, you CAN NOT get to speak to anyone; you are directed to "live chat". The "live chat" is absolutely useless; no one has the courtesy to answer the chat at a good time, and if you start a conversation, you speak to a computer!!!!!. What is the point, Marshmallow?! I have been trying to cancel my policy and get the refund payment for December 2024 because I haven't had my car since the end of November (accident). I do not believe you are a genuine insurance company, but more like a scam. RIDICISOLOUS! Reviewed on: 6th December 2024

Worst insurance company ever!!! Avoid like the plague!!

Marshmallow is the worst insurance company I have ever encountered. It took them 7 weeks to get my car booked into a garage and then when I was forced to arrange and pay for my own repairs they approved the quotation but are now refusing to pay what they agreed to pay! DONT’T EVER USE THIS INSURANCE COMPANY EVEN IF YOUR LIFE DEPENDED ON IT. they are INCOMPETENT and GREEDY and DISHONEST Reviewed on: 8th December 2022

this company will not give you the right NCD cert

Don't join this company unless you want to lose all your NCB/NCD. I joined this company 2 years ago with 6 years NCD. They accepted my NCD and show it in the my account as normal. While I got a 80% increase in my premium without making any claims, I decided to leave them. They just give me a 2 years NCD and refused to give me a 8 years certificate. And, all other insurance companies only willing to accept the NCD cert from the last insurer. I tried to make a complaint to Financial Ombudsman Service but they just returned to me that marshmallow is not registered in the UK and is not under their regulation. What a joke that an insurance company doing business in the UK is not under the local regulation. If you don't mind, use them. they know they can increase the premium in the 2nd year as your old NCD certificate can only valid for 1 year. Reviewed on: 6th December 2022

Very excellent customer service

Quick and easy procedure with very beautiful customer services Reviewed on: 6th December 2022

Bonnie

Very helpful thanks to her she knows what she is doing Reviewed on: 5th December 2022

Terrible!

I would given them 0 stars if I could - when it comes to underground a repair it gets worse and worse. They outsource most of their process. You can’t get through to them and don’t have a direct line. Files get passed back and forth between departments and 3rd party companies and it’s gets worse and worse. If you choose a reputable garage for a repair they won’t pay them, rather they only pay what they think it should cost and then you pay the difference which defeats the purpose of insurance!! Stay away!! Reviewed on: 2nd December 2022

All their good reviews are not true until you get into an incident youll see their true colours

Avoiding to provide a courtesy car once your vehicle hits the garage and this is based on availability as stated in section 6 of your policy. So they’re happy to continue to take direct debit payments while my car is in their storage and no courtesy car has been given because of this. Awful service my claim has been ongoing for 3 months and i have not been provided with a courtesy car. Its all live chat based and each agent tells me something different. Reviewed on: 2nd December 2022

WORST CAR INSURANCE COMPANY

Such a very big mistake taking Marshmallow car insurance. My wife and daughter had a car accident almost 3weeks ago. Took 3days long before our car was towed by a salvaging car company from the area and says that our car will be write off so they are advised to take it to scrapyard. Recently we are contacted by a garage (Active Repair Accident) and says the car is repairable and they are still waiting a confirmation from the insurance to know the whereabout of our car for them to collect. Phoned the insurance and says they doesn't know or have the details where the exact location our car was kept. They don't give us proper information or update and keep us passing to their 3rd partner motor repair. Until now, we don't have any courtesy car which we are supposed to be entitled as it covers to our given policy and we're clueless whats the update of the situation. Such a very stressful and depressing experience not being treated fairly. We're paying properly for the insurance monthly but this is what we got. Reviewed on: 30th November 2022

worthless company

Crap service. Took over a month to process. I have too many negative things to say about this company! there is hardly any phone correspondence, they try to screw me for the value of my written off vehicle where the damage was so minor it could easily be repaired. AVOID. After their mechanical evaluator told me what the car was worth they have now come back to me and said a value a lot less, ridiculous bs. I don't even know how they can do this. There was no verbal communication of the cars written off value. The car collection company keeps calling me to collect the car but we have not settled the write off, nor is it in my bank account. Reviewed on: 30th November 2022

Great to be a member of the right insurance company

Response to all my emergency needs Reviewed on: 30th November 2022

inefficient and unprofessional

I had an accident 5th November and am writing this 25th November as precisely nothing has happened. The police removed my car and I had paid extra for a courtesy car. The courtesy car is only available when your vehicle is sent for repair so their failure to collect or even have it assessed clearly has no time limit. There is no customer service telephone number so it is only possible to communicate via the "APP" and it is evident that nobody cares and there is no evidence that customer service even exists in this company. They are not even worthy of 1 star Reviewed on: 25th November 2022

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