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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

over 6 months and my claim isn't resolved

The company is an abomination. claim has been active since November 2021 and still they haven't been able to recover my car, no courtesy whatsoever. Reviewed on: 25th May 2022

I was ripped off

I had to cancel my policy as I had sold my car - they charged me a whopping £50 just to cancel my policy - they told me it was to cover their expenses for cancelling - what rubbish, there's no way it costs them that much. Reviewed on: 25th May 2022

Scam company!!! Avoid

Scam company it would seem Scam company it would seem. Took out policy and paid the £70 deposit and 3 days later said they cancelling policy due to us lying about who owned the vehicle??? Queried it as i dont know what they mean and got 'our descion is final' response. Now said it I'll have to pay a £75 cancellation fee and won't get a refund. Absolute scam. I will be taking them to ombudsman. Imagine what it would be like trying to make a claim with them. Glad I'm out before that ever happened. They will try anything not to pay Reviewed on: 24th May 2022

Very bad insurance company so far i came across. They are fraud.

Very bad insurance company so far i came across. They are fraud. first they will be very nice to you during buying policy then will not ask any document further they will ask document on your name else they willl cancel the policy.. they will not bother you for anything in the grace period. once you crossed the month. they will suddenly increased the insurance premium.. VERY UNPROFESSIONAL customer support.. They will treat you very badly once you purchased the policy. Reviewed on: 13th May 2022

Absolutely Terrible

I changed my address and was informed that everything has been processed. i received a new payment plan - I even SIGNED AN AGREENMENT. My address change was in November... It us now may and they are demanding an increase in payment as if they have not already done so. They are claiming that on there system nothing was processed and its only now arise. This is only one issue that have had with them. Not to mentioned taking two payment in one month without being notified I WOULD NOT RECOMMEND ANY ONE ON THE PLANET TO THIS INSURANCE COMPANY. VERY UNPROFESSIONAL. Reviewed on: 12th May 2022

2 weeks post-accident still no replacement car

My son had an accident 2 weeks ago and is still to receive a replacement vehicle from Marshmallow. They say they can’t provide one until they’ve assessed his car but can’t do that yet as all the garages they are contracted with are full!!! Reviewed on: 10th May 2022

Appalling

They can't even change a simple house address. I found that out when, after a claim, they kept sending car repair garages in a city I wasn't living in. Eve after I complained, they couldn't be bothered to change it. Indeed, the CSA asked me for how long I was going to stay there! In my experience, I found the company lazy, unprofessional, and unreliable. If you ever got any information from them, check it against it. Chances are it's probably wrong. These people are incompetent and they don't care. Something else, if you check Trustpilot, the review score for Marshmallow is much higher. That's because they remove reviews that are too truthful. It happened to mine as well. Avoid Marshmallow at all costs. They are cheap because they have the worst service ever. The money you save doesn't make up for the hassle. Avoid. Reviewed on: 7th May 2022

worst company ever!!

2 weeks before renewal, i had an accident, contact made, worst staff i have dealt with. Took 5 days to check who knows what, before they even authorised repairs. Poor customer service, unhelpful staff, unable to talk to the, manager was just as unhelpful and uneducated, unable to differentiate between 72 hours and 72 working hours. I advise anybody to avoid at all costs, you will regret if involved in an accident. I have made a complaint, which i will pursue as far as possible, nonetheless it will take a month for a response and hopefully by then, my car will be fixed, fingers crossed Reviewed on: 27th April 2022

Please avoid

Please avoid by far the worst insurance company I have ever been insured with in my 18years of driving. They are testing my mental health, they are so unprofessional and there communication is so bad. There web chat is very basic and generic. Please avoid Reviewed on: 22nd April 2022

Stay away, this company is scum

Don't use this company. My car was hit by a third party while parked at the roadside. It's going to be 2 weeks before I get a replacement vehicle. They could not care less about impacts to my life, lost earnings or stress. They don't know the meaning of customer service. Stay away if you have any sense. They are scum. There are hundreds of reviews on the below sites from customers who have had similar experiences to mine. I implore you to read them then switch insurer. reviews.io moneysavingexpert mamma 16/04/2022 Update After I posted this review that Marshmallow mob asked for my claim reference and my name, presumably with a view to investigate it. They have done NOTHING. Nice to see they've taken the time to respond on here. NOT! I am stuck here with no car, can't get to work, visit my brother in hospital or do errands to help my family. This is where you'll be if you use this disgusting company. STAY AWAY. Reviewed on: 16th April 2022

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