Impossible to cancel and extremely high renewal price

Absolutely the worst insurance… Absolutely the worst insurance experience imaginable. This company is completely unreliable and utterly useless when you actually need help—which is the... Absolutely the worst insurance… Absolutely the worst insurance experience imaginable. This company is completely unreliable and utterly useless when you actually need help—which is the entire point of insurance. The moment a real issue arises, they suddenly become “unable to assist,” and instead of supporting their customer, they cancel your policy and walk away. Disgraceful. They are quick to take your money, but when it’s time to honor their obligations, they vanish behind excuses, fine print, and indifference. Zero accountability. Zero support. Zero integrity. Do not make the mistake of trusting this company. They will leave you stranded when you need them most. Save yourself the stress, frustration, and wasted money—boycott this insurance provider and choose literally any other company. You’ve been warned. Read more Read less

My car was taken to recovery service after the incident and the insurance took ages to process the claim and later the denied to cover... My car was taken to recovery service after the incident and the insurance took ages to process the claim and later the denied to cover the storage cost in recovery service because it’s too high and the reason it’s high because the insurance company claim process took like two weeks. Read more Read less

Shocking experience, the car was written off , value 4700. They then applied 14.54% deduction as they claimed the paperwork did not match. They then... Shocking experience, the car was written off , value 4700. They then applied 14.54% deduction as they claimed the paperwork did not match. They then deducted the remainer of the premium and of course the access and claimed the remaining premium was included in my payout of 2200.All this took 3 months. I will pass this on to PRA, FCA and FOS If l could l would rate -5 - AVOID Read more Read less

I signed up for Marshmallow thinking it would be easy and reliable. Big mistake. They have no phone line, only an online chat that either... I signed up for Marshmallow thinking it would be easy and reliable. Big mistake. They have no phone line, only an online chat that either ignores you or lies outright. Every time I tried to resolve an issue, it felt like arguing with a dictator — slow, rude, and completely unhelpful. Their policies may be cheap, but the stress and frustration you’ll go through aren’t worth it. Do not use Marshmallow unless you enjoy wasting hours being ignored and lied to. There’s lots more but they suck.!! Read more Read less

There is no way to stop your insurance payment from auto renewal. \i had to contact my bank to cancel it.

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... 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. Read more Read less

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... 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. Read more Read less

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