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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:

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 me. STAY AWAY Reviewed on: 5th March 2025

Great help always look out for there customers

Great help always look out for there customers Reviewed on: 11th November 2024

This is the worse experience I ever had with an insu...

This is the worse experience I ever had with an insurance company I have been driving for 11 years in 3 different countries, and yet this is the worse experience ever , they asked for unreasonable requests and they didn't accept NCD proof from another insurance company in UK and then they raised my insurance by 60% , and they charged me 128 pound to cancel the policy, which makes a total of 350 pound payments for 1 month of insurance. They manipulate thier way with a very cheap tactics . Reviewed on: 8th November 2024

Hey, don't even think about taking their insurance.

Hey, don't even think about taking their insurance. It might be cheaper, but trust me, it's not worth it. I had two years of no-claims discount with them, and when I made my first claim in the third year, they didn't respond for four weeks! They kept moving me from one team to another, and there were days when they didn't reply at all. And my claim was a no-fault claim meaning hit and run my parked car, but they still haven't assigned a recovery team to find the third party. If you're looking for an insurance company to protect your vehicle or to get your money, this is not the one and they don't have a call option, you can only chat with them, and sometimes they won't respond for days. They will force you give up your claim , they even closed my closed claim and said it was by accident and reopened it Thats my experience so far Reviewed on: 5th November 2024

After getting the insurance, they will ask all the d...

After getting the insurance, they will ask all the documents and then cancel it saying we have provided wrong information and then cancel it and make us feel as if we are fraudulent. Insane this is. Will not recommend it to any one. Reviewed on: 28th October 2024

BEWARE! Avoid at all cost

BEWARE! This company is awful and tried to deny my claim and put me in tens of thousands of pounds in debt. It was only after the intervention of the financial ombudsman and over a year that my claim was successful. They thought it every step of the way and attempted to ruin me. Words cannot describe how grateful I am to the Financial Ombudsman Service for their help. Please if there's anything I do in this life that's good, I want it to be that I prevent at least one person from making the same mistake as me. Please do not use Marshmallow Insurance Limited! You can look up the decision against Marshmallow on the Financial Ombudsman's website. Reviewed on: 22nd October 2024

Useless, scam artists

Took the initial payment, then started asking for ID verification - fair enough, I tried uploading it, that didn't work, contacting them proved useless. Few days later I received a message telling me the ID verification failed and my policy has been cancelled, so I had to get a policy with a different provider - which cost me extra £40 per month due to urgency. Finally, just got an email from them telling me that as far as they can see, the policy is still active, which is of no use to me now, since I already took out insurance with another company. Why did they take my money if they haven't completed the checks yet? As always, when something is my problem, it's my problem, when it's their problem, it becomes OUR problem. Reviewed on: 19th October 2024

I met an accident and raised a non fault claim by su...

I met an accident and raised a non fault claim by submitting all evidences. It’s a chain accident where a Ford transit vehicle hit one car while waiting for a signal in a 30 limit speed road junction. 3 cars affected in the chain. The Ford driver accepted his fault on record and remaining all drivers got their claims successfully, unfortunately Marshmallow is still dealing with their solicitors. No updates to me and in the app, when I contact marshmallow customer service by chat they just saying that contact Winn Solicitors. Soo bad service I ever faced. Please never take this insurence again. Now it’s been 1 month 15 days since I met this accident Reviewed on: 15th October 2024

Avoid this instance company

A year ago, a friend of mine took out a car insurance policy. As she didn't have any money on her card, she asked me I paid for it. Ten months later her car broke down and she didn't use it. Two months later, my account was charged for the insurance. The amount was much higher than last year. I applied to Marshmallow with a request to return the money and cancel the insurance, as the car is not running and I am not the owner of the car. As a result, they spent the whole day writing all sorts of excuses and told me to find out with the owner of the car. I contacted my friend and she said that she did not order insurance, but the insurance company decided to take money from my card and much more than last year. Why did the price of insurance go up? There were no insurance claims for a year. Anyway, I got some of my money back with difficulty. I spent a lot of time and nerves to get my money back. They refunded me less as they felt I should incur at least administrative costs. The worst company. I would not advise anyone and will avoid it myself. Reviewed on: 3rd October 2024

Marshmallow, to deal with it worse than the accident

I had a car accident on in August 2024. It has been a month, there is no conclusion. They told us responsible to pay over GBP 400/per month in a AA garage while there is no liability confirmed. It means while wait for them I have to pay the garage fee, and I don't know how long I need to wait. No real progress/update sharing, though I chased many times. Other reviews say: they don't really provide courtesy car, and fix your car properly, though it is comprehensive cover. Reviewed on: 2nd October 2024

I used the services of your company and when I asked...

I used the services of your company and when I asked to close my insurance policy on September 20, the consultant agreed. But on the 30th of September I was charged £149 because no one closed my policy, I was very angry, no one from the company answered my question. I want to note that there is a chat and email correspondence where I clearly asked to close my insurance policy on September 20, and they simply ignored my request. these are very unprofessional people and someone from the company should be held responsible for unprofessionalism. My reason for switching to another insurance company was the price, I used this pole for 1 year and in the end I did not receive a discount, as other companies do, and I asked for information, please provide that I had no claims, no accidents, just a donation. So they just ignored my request. No one in this company is responsible for their actions. Now you understand the essence of the problem. When no one listens to you for your money. I will not recommend this insurance company to anyone. Reviewed on: 1st October 2024

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