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Marshmallow: Car insurance reviews

Name: Car insurance
Rating: 1.81 (334 reviews)

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1.68

Based on 334 reviews, last reviewed 18th Dec 2025

50% decrease in 5 star reviews

in the past 90 days

100% 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

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 ne... Read more Reviewed on: 18th 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 (334)

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

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

Worst Experience with Marshmallow Insurance

Worst experience with Marshmallow Insurance Tried to cancel my policy, but their AI-only system makes it impossible to reach a human. My renewal jumped from £500 to £950 for a 2012 car worth only £2,000, even though I’ve had no claims in 7 years. They auto-renewed without consent, and the customer support is terrible. If it’s this hard to cancel, imagine how bad it would be to make a claim. Avoid this company! Their customer support system is the worst I’ve ever seen. It’s built in a way that blocks you from cancelling or getting any real assistance. This raises serious concerns about how they would ever handle a claim in an emergency or accident situation. At a time when I’m already facing financial difficulties, they automatically renewed my policy at this inflated price without proper notice or an easy way to opt out. This kind of treatment is unfair, insensitive, and unacceptable. In short: Marshmallow’s AI-only system, lack of human support, and unreasonable premium increases make it one of the worst insurance experiences I’ve ever had. Reviewed on: 6th November 2025

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