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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.81 (311 reviews)

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1.63

Based on 311 reviews, last reviewed 28th May 2025

No new 5 star reviews

in the past 90 days

71% decrease in 1 star reviews

in the past 90 days

18%

78%

Latest highest rating:

5

I had an accident and it was sorted out no bother. I had an accident and it was sorted out no bother. Hire car and everything and it was me hitting a raised pavement Reviewed on: 24th April 2025

Latest lowest rating:

1

an Awful company to deal with . an Awful company to deal with . My accident was in July 2024 not my fault , I still have not received my policy excess back . Despite over 8 emails se... Read more Reviewed on: 28th May 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 (311)

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

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

Absolute frustration and disappointment

"Absolute frustration and disappointment. I do not recommend trusting their quotes, as they can get double after you pay, and they ask for fee to cancel it" I am extremely shocked with my experience today. I signed up for car insurance with Marshmallow. To get the quote, I said that I had a non-UK license and 8 years of NCD in another country. They did not ask for any document or proof of that. I thought this might not be something important then. I carried on, paid for the insurance, and then after an hour they sent me an email and asked for a proof. Regarding the nature of the insurance companies in my country, I am not able to provide such a document. Therefore, I asked for cancellation since their new quote was 50% more expensive. I did not accept the offer, they kept offering me lower and lower prices, until I was satisfied, and accepted the offer. Then they suddenly charged me with a ridiculously large amount for an "extra upfront" money, saying that someone else mentioned it in one of the offers above!! I really felt unsafe and I don't recommend sharing your bank details with these people. Therefore, I immediately asked for termination. Again, they CHARGED ME FOR ADMIN FEE!! 1- I paid for my previous insurance cancellation due to misleading quote from marshmallow. 2- I spend over 3 hours chatting with online agents, it was very slow and not helpful at all. 3- They charged me without asking my consent, and I really like to follow this up from a legal perspective. 4- They charged me for an admin fee, even though I believe they made the mistake of not asking for the documents before finalising the payments. If the account is not set up, there is no need to cancel it. if it is set up, there is no need to show "proof". Reviewed on: 14th May 2024

Well, I was worried alot about my payment deadline a...

Well, I was worried alot about my payment deadline as I knew I wouldn’t have been able to make a payment but I contacted the customer support and they without any extra hassles extended my deadline and I love the fact that it only took 10 mins to get it all done.Thanks to Lorenzo who took care of it. Reviewed on: 10th May 2024

You'll charge me £125?? Shameful Company.

During most of April, I was absent from work with glandular fever, not by choice, it can be very contagious, during this time I was obviously not earning money so when my paycheck came in I had to decide what would be paid and what wouldn't, obviously the mortgage and bills gets done, food shopping so my family doesn't starve and unfortunately car insurance took the hit. After contacting Marshmallow and asking them how I can proceed they have advised they require a payment by 20.05.2024 or they'll cancel my policy and charge me an extra £125 for the privilege. Sending over medical records or hospital admission paperwork means nothing. Save yourself the stress, no humility here at all. They can only give you another 20-day extension on a payment. When asked why I couldn't have another 9 days, so I can pay double next month, the response I got was 'The reason we cannot do this is we cannot push our customers into debt'. and what do you think you're doing giving a 20-day extension? A large majority of people only get paid once a month, Where exactly do you expect them to find the money within 20 days without putting them into debt? Absolutely disguising, the lack of empathy towards their customers when they're being honest and vulnerable only to push them further into a hole of panic and borrowing money. Absolutely shameful. If I could give zero stars I would. Reviewed on: 8th May 2024

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