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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

We was hit from behind by there policy holder

Friday 3. 15pm we was hit by there policy holder from behind so hard he couldn't open his bonnet, you can't phone this company its online chat only, the woman wasn't interested in the proof and wanted the policy holders version of events first, 3 hours later you was interested in talking to us, they wouldn't provide a courtesy till the spare parts was in the garage, there claims assessors only work Monday to Friday, they will not reimburse any out of pocket expenses, taxis my partner missing work, we was messed about from start to finish, Monday night 6.30pm they had done absolutely nothing for us, so we contacted our insurance A.A and with in 20 mins, they had sorted out a accredited garage for our make of car, had a courtesy car delivered to our next day, and arranged for our car to be repaired all free of charge, they charge the other company, Reviewed on: 9th April 2022

Avoid this. They made my life miserable

I moved UK from abroad, they ask me documents such a sort time, they didn’t even call me, just cancle my agreement. Now I have to pay more money then month ago… deeply regret that I choose this nonsense company… Reviewed on: 27th March 2022

Room for improvement

As a company that only operates via messenger, it would be appreciated that you respond quickly. In all honesty, I don't even know if its legal to operate a company this way. Communication is not a strong point for this company. Reviewed on: 23rd March 2022

Worst company ever

I have had my accident since 28th Feb and on the same day I made the claim. I have not received a courtesy car and noe one has come to collect my car. As this horrible company is only online they take hours to reply back. When i ask for updates they pass me through various companies. All i have heard is lies and excuses. The day i made the claim i told them that the other driver has a dashcam, which will prove that its the other drivers fault, it still took them till 7th March to submit a claim for the dashcam. I sent them photos of where and how the accident happened and still they are saying it s split decision, meaning i will need to pay for excess. I was told that i can pay for excess once my car has been fixed and just today they change theiir own words and are saying i will need to pay on the spot of car collection. The way this company works and all other companies partnered with them is soo horrible. I would advise not to use them. I'd rather pay more money but get better service. Reviewed on: 21st March 2022

Poor customer experience and wont provide a courtesy car

Poor customer service during a claim. They are impossible to get hold off. I am paying for a courtesy car however they are unable to provide one for me. It has been 3 months since the claim started and I am still yet to have a safe car to drive - they haven’t fixed or provided anything. Poor. Reviewed on: 18th March 2022

Please avoid at all cost.

I had a car insured with Marshmallow last year, the car was stolen, they found every excuse possible not pay out. They changed their policy documents constantly to suit their own objectives. I'm now down £2000, plus with a notice on my name that pushed other quotes through the roof. Reviewed on: 17th March 2022

Worst customer care facilities ever

I have just moved to the UK from NZ. It's been a waiting game getting official documents in order to prove address etc. After communication I had uploaded a document with a reply email confirming this and clearly stating "if we need anything else we will be in contact" this is also in the document tab on the app. I had no contact after that upload until I had an email saying my account is going to be cancelled. After 4 hours on the online chat (the only to communicate for customer care of any kind, I was told nothing could be done and I'm still being charged £75 cancellation fee. I have all emails, conversations etc but still "this decision is final" Essentially being charged for their incompetence not at all on me as I had other documents to hand ready to submit. I extremely do not recommend Marshmallow purely on their customer care ability (chat only and not direct with the team you need you speak with "customer happiness executives". If nothing else I've said deters you just don't based on their customer care facilities. Reviewed on: 11th March 2022

HORRIBLE EXPERIENCE

HORRIBLE EXPERIENCE OF MY LIFE WITH MARSHMALLOW. I did a claim one week ago as someone hit my car and run. I have the registration of the other vehicle whom wants to assume the fault for the accident but Marshmallow tells me this can take months to declare liability. They just take your money and when you need to make a claim the only thing they can, perhaps do, is collect your car to a storage. Then tell you that you'll only have a courtesy car when the car will go to the garage to repair, then the garage call you saying don't have availability to fix your car. Stressful, distress and a lot of anxiety it's what I've been feeling because of this huge fraud company. They simply don't act. There's not a direct line you an contact, just a chat where nobody never knows nothing. Stay away from this FRAUD. I will take further steps to take them to court! it's incredible how you can see, in different sites of reviews, about marshmallow Insurance, people complaining exactly about the same situation months ago and they still in the market making victims and destroying lives. Reviewed on: 11th March 2022

HORRIBLE EXPERIENCE

HORRIBLE, HORRIBLE EXPERIENCE WITH MARSHMALLOW. I did a claim one week ago as someone hit my car and run. I have the registration of the other vehicle whom wants to assume the fault for the accident but Marshmallow tells me this can take months to declare liability. They just take your money and when you need to make a claim the only thing they can, perhaps do, is collect your car to a storage. Then tell you that you'll only have a courtesy car when the car will go to the garage to repair, then the garage call you saying don't have availability to fix your car. Stressful, distress and a lot of anxiety it's what I've been feeling because of this huge fraud company. They simply don't act. There's not a direct line you an contact, just a chat where nobody never knows nothing. Stay away from this FRAUD. I will take further steps to take them to court! it's incredible how you can see, in different sites of reviews, about marshmallow Insurance, people complaining exactly about the same situation months ago and they still in the market making victims and destroying lives. Reviewed on: 11th March 2022

The worst insurance company I've used in 20 years!

Worst insurance company I have ever used in my 20 years of being insured! We change yearly through design. I paid a larger deposit than I would have liked, around £100 then monthly payments of around £45... Ok, all's fine there. Then almost immediately they started requesting details and information from me. Document after document, proof of occupation, proof of address, proof of basically anything! I was so fed up of giving them my personal information, I've never been asked for so much. Then I receive an email to say they are cancelling my policy for falsifying a document(it was a simple utility bill I'd provided)??? Then tell me in 7 days I have to find someone else and I'll be charged a £75 cancellation fee, an additional admin fee etc. So a months insurance has cost me a few hundred pounds! Absolutely disgusting! Never in 20 years have I been asked for this info and guess what with my new policy I haven't either! PLEASE FOR THE LOVE OF GOD SHOP ELSEWHERE! Reviewed on: 28th February 2022

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Marshmallow: Car Insurance reviews

50% decrease in 5 star reviews

12% decrease in 1 star reviews

Latest highest rating:

5

Latest lowest rating:

1

About this product

Marshmallow Car Insurance reviews (303)

Scam- be aware!

We was hit from behind by there policy holder

Avoid this. They made my life miserable

Room for improvement

Worst company ever

Poor customer experience and wont provide a courtesy car

Please avoid at all cost.

Worst customer care facilities ever

HORRIBLE EXPERIENCE

HORRIBLE EXPERIENCE

The worst insurance company I've used in 20 years!

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