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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.81 (335 reviews)

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1.69

Based on 335 reviews, last reviewed 21st Dec 2025

50% decrease in 5 star reviews

in the past 90 days

160% 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

Shocking customer service Shocking customer service and inconsistent handling of a simple enquiry. I contacted Marshmallow to enquire about how my premium might change if I wer... Read more Reviewed on: 21st December 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 (335)

Review of the Marshmallow, Car insurance:

PLEASE AVOID AT ALL COSTS

We opened insurance with Marshmallow in September 2023 and unfortunately had our vehicle stolen in December 2023, therefore had to initiate a claim for the total loss of our vehicle. Initially, we found Marshmallow customer advisors helpful, however when our vehicle was being valued by the engineers, there was a lot of back and forth in which we were being told by the engineers that it was in Marshmallow's hands and Marshmallow was advising it was still with the engineers. Throughout the whole of February, we have been facing more difficulty in accessing our funds for the car, and have been repeatedly asked for the same documents, and have felt Marshmallow were avoiding paying us out. On 01/03/2024, we were informed by Marshmallow that they were cancelling our policy, and would not be paying us our £5,300 for the vehicle due to us "falsifying information". Marshmallow claim that we were dishonest about who the registered keeper of the vehicle was (my father), even though I have the screenshots from when I filled in the details on Compare the Market, advising my father is the registered keeper and I am the policy holder. On all of my insurance policies since 2021, I have documented that my father is the registered keeper. I would have no reason to lie about this as it does not affect the cost of my policy whatsoever. Upon looking at my documents with Marshmallow, it does unfortunately say that I am the registered keeper however this is a mistake on Marshmallow's behalf when collating my documents, which I do not believe I should be paying a hefty price for. As well as being the victim of a crime, and the loss of 5.3k, Marshmallow have advised I must declare from now on that I have had cancelled insurance, which is going to create further significant financial impact on my life. Since the start of the claim, Marshmallow have clearly been trying to find loop holes as a way of not paying us out, and I have all the evidence for this which I am taking to the Financial Ombudsman, as well as evidence that I claim my father is the registered keeper. Please, please do not be drawn in by the cheap quotes and pay extra for a more reputable insurance company, who actually care about their customers and reputation. I know it is easy to go for the cheapest, particularly during the current cost of living crisis, but it is definitely worth it to avoid suffering an either bigger cost down the line. I obviously didn't anticipate having to submit a claim, and initially Marshmallow seemed a good option to go with, and we found them helpful however, they way they deal with claims is absolutely atrocious. Me and my partner are both very hard working, honest individuals, and are genuinely shocked and appalled at how we have been treated. Please think twice before opening insurance with Marshmallow. Reviewed on: 2nd March 2024

Shocking customer service

Shocking customer service and inconsistent handling of a simple enquiry. I contacted Marshmallow to enquire about how my premium might change if I were to move address. I made it clear this was only a query and that I had not moved. Despite this, I was told my policy would be cancelled in 7 days — on Christmas Day, no less — and that I would be charged a customer cancellation fee of over £125. When I challenged this, explaining that no change had actually been made, they were unable to give a clear reason for the cancellation. After further back-and-forth, they said they would waive the cancellation fee but would still cancel the policy. This was particularly unreasonable given that their complaints process takes 10 days, yet they expected me to find alternative insurance within 7 days, right before Christmas. Eventually, they acknowledged that I had not requested any policy changes and confirmed that my policy would not be cancelled. However, the very next day, when I replied confirming I was happy to keep my policy, I was told they were cancelling it after all — putting me straight back to square one. This experience has been incredibly frustrating and stressful. A simple enquiry should not lead to contradictory decisions, threats of cancellation, or unnecessary pressure to secure last-minute insurance. I have completely lost confidence in Marshmallow’s customer service and internal processes. Reviewed on: 21st December 2025

My experience with Marshmallow's customer service ha...

My experience with Marshmallow's customer service has been disaster i chat in the morning say there done wrong with the policy there put 14 January need to be 18 Decenber 2025 she say Marsha all good im going to take the car i see nothing change im now 3 hours on chat and there ignor me.They show a complete and utter lack of respect for the customer's time and seem deliberately unhelpful when it comes to policy change. If this is how Marshmallow handles a simple administrative task like change the day , I dread to think what making a claim would be like. Do not use this company never never I will be cancel now my insurannce. Reviewed on: 18th December 2025

Absolutely a joke of a company no one actually works...

Absolutely a joke of a company no one actually works there to answer questions all done by live chat which actually no one answers avoid like the plague Reviewed on: 16th December 2025

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 find the best option for my situation. They were patient, respectful, and very professional throughout the entire process. Their communication was clear, friendly, and genuinely helpful. They took the time to understand my circumstances and offered solutions that made a real difference for me. I’m very grateful for their outstanding service and I feel confident staying with Marshmallow. Highly recommended. Reviewed on: 10th December 2025

They are worst car insurance ever, they never have a...

They are worst car insurance ever, they never have a number to call for existing claim. They keep you in the dark without letting you know whats going on. The customer service ate extremely rude. They refused to pay for car damage. They act like fraudster. Reviewed on: 9th December 2025

Increased fees by over 50% without stating the incre...

Increased fees by over 50% without stating the increase before the renewal date unless you examine the app policy details. on wait with their chat for over 3 hours to cancel as they have no other option to automatically cancel via the app. Reviewed on: 3rd December 2025

Abysmal Customer Service. They Do Not Value Your Time.

My experience with Marshmallow's customer service has been abysmal. They show a complete and utter lack of respect for the customer's time and seem deliberately unhelpful when it comes to policy changes or cancellations. I initiated a request for cancellation in the live chat at 10:48 AM this morning. I have been continuously chasing a resolution since then, providing details and asking for updates, and yet, hours later, absolutely nothing has happened. To require customers to use a live chat for a simple cancellation and then leave them waiting for the entire day is unacceptable. This process is clearly designed to frustrate the customer and delay action. If this is how Marshmallow handles a simple administrative task like cancellation, I dread to think what making a claim would be like. Do not use this company if you value your time or expect basic customer support. Reviewed on: 27th November 2025

Giving flimsy excuses charged more money and then ul...

Giving flimsy excuses charged more money and then ultimately canceled my policy and changed 130£ . The fault is with the company, the genuine documents I sent were treated as fraud. Shame on them. Reviewed on: 21st November 2025

This has been one of the worst insurance experiences...

This has been one of the worst insurance experiences I’ve ever had. My car has been sitting in SB Recovery’s storage for 6 DAYS (since the 14th) and Marshmallow has done absolutely nothing to move the claim forward. No updates. No communication. No action. Just complete silence while my costs are increasing every single day. I have chased multiple times and still received no clear response about what is happening. Meanwhile, I’m left with mounting storage fees, no progress on inspection or repair, and no support from the insurer I’m paying for protection. How can a car be stuck in storage for nearly a week with zero movement from Marshmallow? This is not just poor service — it’s unacceptable. I want answers immediately: Why has nothing been done for 6 days? Who is responsible for the delays? Who will pay the storage costs caused entirely by Marshmallow’s lack of action? When will my car actually be assessed, repaired, or released? This experience has been extremely stressful and frustrating. Based on this, I would strongly advise others to think twice before choosing Marshmallow. Reviewed on: 19th November 2025

Be careful to be trapped by signing an insurance con...

Be careful to be trapped by signing an insurance contract with them. You will get headache that you will never forget and maybe ending up either leaving the UK or drive without an insurance. Reviewed on: 8th November 2025

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