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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.79 (344 reviews)

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1.64

Based on 344 reviews, last reviewed 24th Jan 2026

No new 5 star reviews

in the past 90 days

320% increase in 1 star reviews

in the past 90 days

18%

78%

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

So to continue: the 3rd party has denied liability o... So to continue: the 3rd party has denied liability on the 7th of jan but these guys haven’t told me yet abt the update. There is a witness and statem... Read more Reviewed on: 24th January 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 (344)

Review of the Marshmallow, Car insurance:

Auto renewing and refunding partially after a long time

They auto renewed my insurance and would not provide me a contact number to call and cancel. They didnt send me any postal correspondance to inform me. They took out over 1000£ as premium from my bank account. Only chat facility available to corresspond which is slow. I cancelled the insurance over chat immediately (within cooling off period) but they still charged me £30 admin fee. They also gave me a huge bill for 2 days' insurance they charged pro-rata. Raised a complaint and they took months to respond. They didnt do anything. They took a long time refunding the money as well and still charged Admin fee (even though I was withing 7 day cooling off period). Thieves. Stay away from them Reviewed on: 14th August 2024

Difficult company to depart from

They renewed my policy without my consent. I signed up with another company at the time of my renewal because they were cheaper. Marshmallow’s renewal was more so I did not want to continue with them. There was no means of information apart from chats which I later discovered. I sent 2 emails to inform them that I do not want to proceed with the renewal but it bounced back. They renewed anyway and took £96 from my account. I called the bank but they could not recall the money due to the way marshmallow set up their account. To date, they have refused to refund £50 administration fee after they agree to finally cancel my policy. I will never recommend this company. Reviewed on: 11th March 2025

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

The worst customer service I have ever received.

The worst customer service I have ever received. I have never received an email from them and they decided to cancel my policy without leaving me any time to respond to anything. Their reason to do this was that I did not respond to their email, that I have NEVER received, and now they are trying to make me pay £1200 within 7 days for NO REASON AT ALL. When I address my concerns they said they cant do anything because its same day reinstallation only, even though I have been emailing them, calling them, and chatting to them from the first minute but they did not bother answering until the could say they cant do anything anymore. Do not come near this company if you do not want to be scammed, THEY ONLY WANT TO TAKE YOUR MONEY without providing any service. You can't speak to them on the phone because they based online only and they do not respond to you online either. Pay and then you can F... OF. I will take this all the way to court if that is the only way... Reviewed on: 5th March 2025

Scam! Avoid at any costs. Lost £19'000 with them!

They are perfect when I want to insure my car, but not so good when I have a claim. Furthermore, for my car accident they've instructed me to contact Winn Solicitors who gave me a hire car and spend 4 weeks repairing my car, and then asked me to pay £19'000 for their services suggesting I've breached the contract by providing false information about the accident. What's the purpose of the car insurance then if I pay the bills in full? I feel I was scammed! When I try to contact Marshmallow over the phone or the app there's no response! Reviewed on: 1st March 2025

Terrible experience, not good at all

Terrible experience. I have paid deposit and I need to validate ID..Impossible to speak with anyone..Robot only gives you options that you Don't need..ZCannot validate my ID!!.Terrible customer service! Very disappointing. They abuse of your ti.e. I lost a whole day with them . Not good at all Reviewed on: 21st February 2025

The live chat service dosent work

The live chat service dosent work properly, and when you do get through to someone they cant answer your question and inform you that the relevant department will be in touch in 48 hours. AVOID THIS COMPANY Reviewed on: 20th February 2025

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

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

Never use Marshmallow

I was more or less forced to use them when moving from Somerset to Buckinghamshire. The entire experience was fraught & expensive. They have no proper staff & their app is irritating in the extreme. It was an interim insurance, & I would have been penalised had I changed insurer within the first year. As it was I paid monthly at double what I was paying in Somerset. I moved to Cumbria in July 2024 & my year is up at the end of February. I have renewed at 64% less with a sensible solid insurer but extracting yourself from Marshmallow is a nightmare. They use the old scam of repeat debit card premium collections, notoriously difficult to cancel. Everything is slick marketing & a concerted effort to wear your down. Quite the worst car insurer I have ever dealt with- luckily I never had to claim (& never have claimed on car insurance in 50 years of driving) since the complaints about their claims procedures are legion. AVOID THIS AWFUL COMPANY. Reviewed on: 13th February 2025

Shocking company, when you need help for no fault of...

Shocking company, when you need help for no fault of your own and they just don’t care this insurance company is not for me Reviewed on: 12th February 2025

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