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Marshmallow: Car Insurance reviews

Name: Car Insurance
Rating: 1.82 (304 reviews)

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1.63

Based on 304 reviews, last reviewed 11th Mar 2025

50% decrease in 5 star reviews

in the past 90 days

No new 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

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... Read more Reviewed on: 11th 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 (304)

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

Please avoid even if cheaper - horrendous experience

Thank you Marshmallow for the stress and for demonstrating that you have as much backbone and substance as the sweet you are named after. As a family that have worked in online companies this past decade, being online, a start-up and automated is not an excuse for being awful. If I were you I would be ashamed and embarrassed by how you have treated us as customers and looking through the various other comments around we are not alone in this experience. Please everyone avoid Marshmallow at all cost, they are not even good value unless you are expats returning. I have never been left feeling so wronged by a company in all my years. I could write an essay on our experience, my attempts to engage proactively with Marshmallow and the horrific way my family have been treated following being the victim to a road accident, but no one will have the time to read it, nor will most people believe it. I have left a full breakdown on Trustpilot for anyone interested in the details. Important thing is, please do not make the same mistake as us and do avoid this company Reviewed on: 12th July 2024

Absolutely awful service - DO NOT USE THEM!

Absolutely awful service from an insurance company - DO NOT USE THEM! If I could put less than 1 star I would because they deserve less. They do not care about customer service and only care about getting money from those who are vulnerable. Trying to claim £1000 off an individual whos car was stolen to make up for the fact that they wont be able to get any money from other places due to the vehicle not being recoverable. Will make sure that no one that I know uses this company, nor will I ever use again. Reviewed on: 19th June 2024

Absolute legal scam!

Absolute legal scam! Literally have an option on the app to turn off auto renew (which was done!) Only to find out they auto renewed the policy anyway with no correspondence! Upon finding this out i reached out to get answers only to be told it was basically all my fault and only way you can turn off auto renew is by speaking to an advisor which is total lies! As there is literally an option on the mobile app. I was then told via email that i would get a response in 2 days to my complaint (taking it to approx 3rd / 4th of June) So i wait and wait and wait for a matter of weeks with no response at all, i reach out again only to be told that it is now an 8 week wait for a response! I have decided to cut my losses today and cancel the policy after being ignored for 16 days only to be told that it is going to cost me £125 cancellation fee rather then the £30 admin fee that was stated when the complaint was first logged! It is literally 1 thing after the other with this company and all because of a mistake that they made! Shocking company and even worse customer service! Reviewed on: 17th June 2024

thank you Doreen

Really good service and Doreen helped me out with confirming my documents Reviewed on: 13th June 2024

Great customer service with financial support plans

Great customer service with financial support plans Reviewed on: 10th June 2024

THE WORST INSURANCE EVER STAY AWAY CHEAP BUT YOU GET...

THE WORST INSURANCE EVER STAY AWAY CHEAP BUT YOU GET WHAT YOU PAY FOR, DON'T SAY I DID NOT WARN YOU, THEY TERMINATE INSURANCE FOR NO REASON AND YOU PAY FOR THE PLEASURE, JUST CHECK REVIEWS YOU WILL KNOW BETTER NOT GET INVOLVED Reviewed on: 9th June 2024

Atrocious customer service.

Atrocious customer service. I was hit by a lorry on the motorway, luckily uninjured but in deep shock & my vehicle was damaged. It took an entire day to report the incident; at one point an operative told me to get off the line as it was for emergencies only and directed me to The App. I had to fight to get a replacement vehicle & have had repeated texts I cannot respond to informing me the vehicle is being collected 'tomorrow' but offering no replacement vehicle. 3.5 weeks later and I have no idea the status of my own vehicle and despite spending an entire day exchanging messages with operative on The App have received no information or response beyond an apology for the frustration I may have suffered at the end of the day getting nowhere on The App. This company have made an unfortunate & near fatal accident into a disaster. Mustn't forget the bizarre calls from Winn Solicitors informing me it was all going to take a very, very long time and the 'foriegn' lorry driver would very likely blame me, despite fact the other driver had accepted liability. All in all this is continuing to be a dreadful experience and Marshmallow operatives refusing to provide information. Do not insure with this awful company. Reviewed on: 8th June 2024

So easy to use and one of the cheapest insurance pro...

So easy to use and one of the cheapest insurance providers out there. Was able to cover my parents who live abroad and have foreign licenses. Reviewed on: 30th May 2024

Experience good

Marshmallows insurances good experience Reviewed on: 24th May 2024

Terrible experience with Marshmallow. Never again.

Marshmallow provided a quote and quickly started my insurance. Within 2 weeks, they asked for proof of NCD. Sent through the website and 1 week later, they refused to accept the NCD. Cancelled on the day (after 1 month and 2 payments) and charged £130 admin on top of already paid monies. They contacted me by SMS from an anonymous number. The phone line is for claims only and directs you to the website to discuss your policy. The web site chat directs you to the app. The app chat is run by a bot that is not helpful. Option to chat with a human is met with "a few hours wait". Reviewed on: 15th May 2024

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