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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

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

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

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