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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

53% 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:

Avoid at ALL costs!!!

I made a claim with Marshmallow 5 weeks ago as my car caught on fire due to a malfunction with the vehicle. Since then I have had little to no contact from them unless I have contacted them myself about my claim. They use third party companies for everything - who are absolutely shocking! You cannot speak to anyone via telephone and it is all online chat service which is horrendous. They requested photos of the damage of my vehicle to send to their third party repair company which I sent over straight away however, Marshmallow did not send my photos over until a week later and this was only done as I had contacted the repair company who had told me they had not received them! I have been 5 weeks without a car and am now on the brink of losing my job due to their lack of urgency and customer care. The repair company they use, Motor Repair Network, have no sense of urgency and Marshmallow will not chase them up and request you contact them directly yourself. I have my car manufacturer waiting on their report so they can carry out their own investigation. They are now hounding me for Marshmallow and their repair companies report as they cannot keep my car for a long period of time due to it being in the way at their garage. Despite me explaining this situation and the manufacturer contacting them themselves nothing has been done or progressed! I have submitted numerous formal complaints about how my claim has been handled however, have not heard back and I am still waiting for this claim to be resolved. They have caused me sleepless nights, tears and made an already stressful situation ten times worse.. AVOID AT ALL COSTS! Reviewed on: 28th June 2022

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 sent and 4 recorded delivery letters . I have now got solicitors involved and processing court proceedings Reviewed on: 28th May 2025

One of the worst and poor insurance company, I had f...

One of the worst and poor insurance company, I had faced very very bad experience I request you everyone go with any car insurance company apart from the Marshmallow insurance. Customer service and claim department never support to the customer. Very disappointed with the bad experience Reviewed on: 23rd May 2025

How sad it is to be recommended such an awful car in...

How sad it is to be recommended such an awful car insurance company. It is not a company, it is a scam. A very rude way to scam people. After being insured through them for 2 years, they rejected giving me no claim bounce just because I found much cheaper provider. Moreover, they have extended my policy for one more year without my addmission, and when I said that I want to cancel it, they charged me with £250 for a mistake they made. The customer service is awful, rude, uneducated people. Stay away or you will end up having very terrible time. Reviewed on: 19th May 2025

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

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