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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.82 (308 reviews)

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1.67

Based on 308 reviews, last reviewed 16th May 2025

50% decrease in 5 star reviews

in the past 90 days

23% decrease in 1 star reviews

in the past 90 days

19%

77%

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

Poor Claims Handling and Retroactive Premium Increase I filed a claim with Marshmallow after my vehicle was stolen and recovered. They then said my vehicle purchase date didn’t match their records and inc... Read more Reviewed on: 16th 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 (308)

Review of the Marshmallow, Car insurance:

BEWARE! Avoid at all cost

BEWARE! This company is awful and tried to deny my claim and put me in tens of thousands of pounds in debt. It was only after the intervention of the financial ombudsman and over a year that my claim was successful. They thought it every step of the way and attempted to ruin me. Words cannot describe how grateful I am to the Financial Ombudsman Service for their help. Please if there's anything I do in this life that's good, I want it to be that I prevent at least one person from making the same mistake as me. Please do not use Marshmallow Insurance Limited! You can look up the decision against Marshmallow on the Financial Ombudsman's website. Reviewed on: 22nd October 2024

Poor Claims Handling and Retroactive Premium Increase

I filed a claim with Marshmallow after my vehicle was stolen and recovered. They then said my vehicle purchase date didn’t match their records and increased my premium retroactively. Now they want me to pay a £400 excess plus 18.67% of the repair costs to cover the difference. Their customer service is very poor - “live chat” responses take over 24 hours, claims handlers take over a week to reply, and there’s no phone number. I’ve raised a formal complaint asking for detailed calculations but have yet to receive a clear explanation. I wouldn’t recommend Marshmallow based on this experience. Reviewed on: 16th May 2025

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

This is the worst company for car insurance that I h...

This is the worst company for car insurance that I have came across. Reviewed on: 8th April 2025

A complete joke.

A complete joke. Stay away! Read all the reviews! Everyone says the same thing! hopefully they’ll be out of business soon. Reviewed on: 12th March 2025

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

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