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Marshmallow: Car Insurance reviews

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1.63
Based on 306 reviews, last reviewed 8th Apr 2025
50% decrease in 5 star reviews
in the past 90 days
8% increase in 1 star reviews
in the past 90 days
See only 5 star reviews
18%
See only 4 star reviews
2%
See only 3 star reviews
1%
See only 2 star reviews
1%
See only 1 star reviews
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
Reem Abbass's avatar
Reem Abbass

Latest lowest rating:

1

This is the worst company for car insurance that I h... This is the worst company for car insurance that I have came across. Reviewed on: 8th April 2025
harris m's avatar
harris m
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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.

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Marshmallow Car Insurance reviews (306)

Worst customer care facilities ever

1
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
Jason Marlin's avatar
Jason Marlin

HORRIBLE EXPERIENCE

1
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
Raul Martins's avatar
Raul Martins

HORRIBLE EXPERIENCE

1
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
Raul Martins's avatar
Raul Martins

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

1
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
Jon Dawrant's avatar
Jon Dawrant

Avoid avoid 100%

1
So I had no issues up until I had to make a claim. I had a crash that really shook me up and I was in new territory. Calling to make a claim, I explained all details of the situation and explaining I had business insurance and needed to get back on the road so need a courtesy car. Lady on the phone was really nice. Next day I get a text message saying they have cancelled not only my claim but also my policy. Due to my job title, I am not covered. They said I was a debt collector which I am 100% not. I said I was a field agent and they continued to say I was a debt collector. Next day I tried to convince them to overturn their decision and they then said that field agents are not insured. I screenshotted the type of use they provide and all it says is it covers all but not tradesman, Salesman or food delivery. I am none of these. I am currently going through the complaints procedure but I have also sought out legal and ombudsman. I am injured from the crash, cannot sleep, I am out of work as I have no courtesy car, now liable for all costs with no coverage due their wrongful decision and assumption that I work as a debt collector. Worst thing is, I approached as a new customer enquiring whether they insure field agents for a credit management company, they said yes and asked if I wanted to proceed. Reviewed on: 28th February 2022
Adam Gallichan's avatar
Adam Gallichan

They are good as long as you don't make a

1
A company that used to be good and as soon as they built a customer basis they became irresponsible. Avoid them. Reviewed on: 25th February 2022
Mohsen's avatar
Mohsen

Never again!

1
This is very frustrating that I can't talk to an agent via phone call after receiving an email without an explanation of why they cannot add my husband to my policy. My husband has been on my policy with other insurance for years. After insuring my car since October in February I get an email that my husband cannot be added to my insurance, because he owns a taxi firm! Even though I explained that the car is used for leisure/domestic they still won’t add him on to the insurance and are asking me to either pay £50 to cancel or they take him off and my insurance premium increases by £29.68 how did they work that out! Never again will I go with insurance company that the only communication is only via web service! I need a response straight away, so I know where I stand Reviewed on: 16th February 2022
Temsizi's avatar
Temsizi

A TOTAL RIP-OFF

1
The worst insurance company I've ever seen. I insured my car after 1 month and a half, they sent me an email to cancel my insurance for a stupid reason. They have a cunnin strategy to attract you with a low price and then they will cancel you insurance and take the deposit plus a cancellation fees even though the cancellation came from their part. They didn't take the time to explain, they didn't answer to my email and when they did it was at the limit of the rudness. Save you self time, money, harassment and unnecessary stress. Reviewed on: 13th February 2022
Khadidja Ouddane's avatar
Khadidja Ouddane

Scam Fraud Company

1
This insurance will capitalise on any event you have in the most malicious way. Very inhumane staff and vicious act of capitalising of innocence of human errors (include typos). A disgraceful service. Stay away. Please check upcoming vider customer experience journey for this con artists founders. Terrible. Reviewed on: 7th December 2021
Sarah. Lee's avatar
Sarah. Lee

The worst company insurance

1
Very unprofessional. They have cancelled my insurance Without any motivation. Further, they do not want to send me the money to another account for privacy and security reason. Reviewed on: 6th December 2021
Salvatore Capuano's avatar
Salvatore Capuano

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