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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.58 (359 reviews)

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1.58

Based on 359 reviews, last reviewed 26th Feb 2026

No new 5 star reviews

in the past 90 days

164% increase in 1 star reviews

in the past 90 days

17%

79%

Latest highest rating:

5

Outstanding support and excellent service I had a truly excellent experience with Marshmallow. The support team, especially Bloom, went above and beyond to help me review my renewal price and ... Read more Reviewed on: 10th December 2025

Latest lowest rating:

1

FCA-Regulated Insurer Ignoring Formal Cancellation This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to th... Read more Reviewed on: 26th February 2026

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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 (359)

Review of the Marshmallow, Car insurance:

Avoid Marshmallow Insurance

I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process. Despite providing all the necessary documentation and evidence, my claim was denied without a valid reason. It felt like they were actively looking for any excuse to avoid paying out. To make matters worse, communication was a nightmare. I tried reaching out multiple times via phone and email, but my attempts were mostly ignored. When I finally got through to someone, they were unhelpful and dismissive. It was clear that resolving my issue was not a priority for them. One specific incident that stands out is when I was promised a call back from a claims manager within 48 hours. That call never came, and when I followed up, I was told that there was no record of my previous conversation. This level of incompetence and lack of accountability is unacceptable. Marshmallow Insurance seems to specialize in finding reasons to deny claims, even when they are clearly at fault. If you want to avoid losing your hard-earned money and dealing with a company that doesn't care about its customers, look elsewhere. Reviewed on: 18th February 2025

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

Drive aboard

Prompt reply! Very efficient Reviewed on: 12th October 2022

Quick Response

I have had my insurance with Marshmallow for over a year. They assisted me with my South African license and kept me updated through the year. I just received my UK license and using the online chat feature we were able to update my documents and information with in a few minutes. They are all so helpful and friendly and assist with all information I need. Would highly recommend Marshmallow!! Reviewed on: 10th October 2022

Fast and efficient

My payment was failed the night before renewal, and I am afraid that the offer is expired. I contacted the customer service (thanks Randall!) in the morning and he reinstated my insurance in next hour! Awesome service and very efficient reply. It is also one of the cheapest insurance for young driver as well Reviewed on: 10th October 2022

Helpful live chat

I cannot use Marshmallow's app but was able to get the information I needed via live chat on their website. Reviewed on: 6th October 2022

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