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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

12% decrease in 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 car insurance

STAY AWAY FROM THIS INSURANCE!! Worst mistake i ever made. Was great and straight forward at first until my car got stolen and torched. It's been over 2 months now without a another car. Poor communication, they fob you off to different people, you can only speak to them on an online chat and all you get as a response is a copy and paste text that they all get given rather than actually having a proper discussion on claims Reviewed on: 17th November 2022

Renewal Discussion

lulu was really helpful. I just wish there were phone lines for just quick communication. Reviewed on: 12th November 2022

helpful

The staffs are very helpful. They are able to reduce my premium when I change my address Reviewed on: 9th November 2022

No Problems Until you make a claim

The company was easy to use and very straight forward. Good app and easy to use and very responsive and had no problems “ UNTIL “ I made a claim . As soon as I had to make a claim , they basically ignored me for over 7 days at a time and the claim has been going on now for over two months . Asked for ridiculous documentation which has no relevance to the claim or the insurance policy. Never got told of the progress of the claim and still have no idea what’s going on . Still haven’t received payment. Good company if you don’t make a claim if you do good luck with getting any money . Reviewed on: 5th November 2022

Effective service

Fantastic and efficient response Reviewed on: 4th November 2022

DO NOT USE

Like any business you can only really judge them when something goes wrong, or as an insurance co, when you need to claim. Marshmallow are appalling. Hours waiting for live chat response, no responses to emails, on hold for 45 mins + to their claim partners. Made a claim 18 months ago and still not resolved. This business should not be allowed to trade. DO NOT USE. Reviewed on: 31st October 2022

Great, until...

Well, the price they offer you is great and if you don't need to use your policy, you're fine. However, note that they automatically put auto-renew onto your policy and don't inform you. So after a year you have a massive chunk of money (£700 in my case), disappear from your account. In the days leading up to this I didn't receive a single text, call or email to tell me my policy was about to auto-renew. I wouldn't have been inclined to write a review had this been my only experience with them but considering what has happened since, I now realise how cynical of a move this was from them. They also don't have a number to call to rectify problems like this. Instead, they have a online chat bot system that times out if you're not active. The past 2-3 times I've used this system, my initial message hasn't been answered for over two hours. And now I've been involved in an accident and I need to make a claim. This is where it gets really bad. After logging the claim, they immediately outsource the claim to a secondary company called MRN. This company DO have a call line but expect to wait about 40 minutes to reach somebody. I had a crash on a Wednesday morning and my car was recovered and taken away. It took until the following Tuesday for pictures to be taken and sent to MRN's in-house engineer to assess if it was a total loss or not. It's now the Friday after that and the engineer hasn't looked at my photos yet. Presumably this engineer sits in a central location and goes through photos on their computer - it can't take more than 10 minutes to assess each claim. So unless MRN are handling every insurance total loss claim in the country, and they've only got one engineer working on processing claims, I've got no idea how it could take this long. So it's now a week and a half after my accident and my car hasn't even been assessed yet. I haven't received a single update by email or text from Marshmallow or MRN, I've had to chase them and sit and listen to hold music to get the minimal updates I have got. I'm trying to imagine what would happen to me if I was this slow and bad at communicating in my job. I'd probably be sacked after 2 days. Avoid at all costs. Reviewed on: 28th October 2022

Excellent service

CS Philip very fast to help, any transaction easy and smooth Reviewed on: 25th October 2022

Steer Clear of this Company

An accident occurred a month ago & my car needed some repairs. I'd been with Marshmallow for 2 years with no previous issues but this was the first time i claimed on the policy & its been a nightmare ever since. If you're happy with the odd online chat from Marshmallow & text message from their partner Motor Repair Network with no action, delays and incompetence then this might be the insurance company for you. My car was taken to a non-network garage after the accident & at this point Motor Repair Network/Marshmallow according to policy, would act as engineers throughout the process which i was fine with. After some delays & me having to chase Motor Repair Network constantly (30 mins to 1 hour wait times on average when you call) it was eventually decided that Marshmallow & the garage didn't agree on fees and the car should be moved to a network garage. I didn't mind that as long as the car was moved quickly. Motor Repair Network then failed to correctly identify the right network garage the car should be moved to which created more delays. Due to my calling around & chasing did they address the issue & have found the right garage for the job just this week. Almost a month has gone by with all this incompetence & naturally the non-network garage holding my car are charging Marshmallow storage fees. Guess what, I've had to chase Marshmallow & the Motor Repair Network to approve these fees only to get an email today from Marshmallow telling me i need to pay the fees myself. They've got some nerve. The fees are due to delays caused by them & Motor Repair Network & my car still has not been even remotely repaired! This is a sham company with no real skin in the game both them & their partner Motor Repair Network. All i want is my car to be fixed & returned. I would advise anyone to avoid this company if you want efficiency & less headache. Reviewed on: 20th October 2022

Policy cost

I received a quote I wasn't happy with and asked them to review it. They came back with an acceptable quote. Randall was a star. Reviewed on: 13th October 2022

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