I am beyond frustrated with this insurance company’s service. I requested my final No Claims Discount (NCD) certificate after my policy ended—something that should be... I am beyond frustrated with this insurance company’s service. I requested my final No Claims Discount (NCD) certificate after my policy ended—something that should be simple and straightforward. My new insurer cannot accept a certificate issued before the policy end date, so I clearly asked for an updated one. That’s all I need. It has now been over 2 days, and I have received absolutely no response from support. No update, no explanation—nothing. This delay is directly affecting my ability to set up my new insurance. This is completely unacceptable. Poor communication, slow service, and no accountability. Getting a basic document should not be this difficult. If you’re considering using this company, be prepared for serious delays and frustration when you actually need support. Read more Read less

Their rates are reasonable and their app is easy to use

Good service provider good customer service

They are scammers.They do not mantion amything about a black box in the policy.Once you pay the deposit or the whole amount,they will tell you... They are scammers.They do not mantion amything about a black box in the policy.Once you pay the deposit or the whole amount,they will tell you about the black box.If you are not happy with that,they will not give you yourmoney back.Avoid these fraud compamy. Read more Read less

Absolutely shocking customer service. I cannot get through to speak to anyone, either on the phone or online, just to update my policy after changing... Absolutely shocking customer service. I cannot get through to speak to anyone, either on the phone or online, just to update my policy after changing my car. I have had to take out temporary insurance while I wait for their online chatbot to get back to me. I won't be renewing with Marshmallow. Read more Read less

Very unprofessional car insurance company. It is almost impossible to contact them when you actually need assistance. I tried to cancel my policy through the... Very unprofessional car insurance company. It is almost impossible to contact them when you actually need assistance. I tried to cancel my policy through the app after contacting customer support. I was told that the cancellation had to be done directly in the app, but unfortunately the cancellation process did not work. From that moment, the whole situation became extremely frustrating. Since November 2025 I have been waiting for my refund, and as of today (16.03.2026) I still have not received it. The only option they offered was to cancel the policy now and be charged extra money, which makes no sense because the problem was not caused by me. Read more Read less

This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to the... This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to the finance company and immediately requested cancellation of my policy. It has now been four days, multiple emails, and repeated contact attempts — and I have received absolutely no response. Not even an acknowledgment. There is no functional cancellation process, no accountability, and no visible customer support. A customer should not have to chase for days just to stop paying for a vehicle they no longer own. As an FCA-regulated company, Marshmallow has an obligation to handle cancellations promptly and fairly. Ignoring formal cancellation requests while payments remain active is deeply concerning. I am now escalating this matter formally and will not hesitate to refer it to the Financial Ombudsman Service if it is not resolved immediately. This level of service is completely unacceptable. Read more Read less

There's no telephone call service, you can only find them on live chat which will be only 3 days wait of each of your message... There's no telephone call service, you can only find them on live chat which will be only 3 days wait of each of your message to them, and with the purpose of flopping you off. What you get would be less than minimal service. They ask for documents you're unlikely to have—like a contract or council tax bill—only after the 14-day 'free cancellation' period has passed. When you can't provide them, they cancel your policy and charge you £130 on top of what you already paid. It's a deliberate scam to trap you into buying coverage and then squeeze more money out of you. Avoid these scammers at all costs. Read more Read less

Was contacted (after ages) by a so called Senior complaints handler Jennifer. Useless!! I explained to her about my problem and I took the trouble... Was contacted (after ages) by a so called Senior complaints handler Jennifer. Useless!! I explained to her about my problem and I took the trouble because I thought okay someone in authority that will help, as she said to me anything I can help with pls let her know. So I did. And what does she bloody do ? Tell me that I should contact the relevant team such ‘slowly Andy’ in recoveries. That was the whole point. The recoveries were lacking behind with a response or an update but thinking she would rather follow it up for me given she is the so called SENIOR COMPLAINTS HANDLER. Just a title lol. Cant buy sense can u.. she replies saying to contact them. lol yeah sure. Like I am not waiting already. They are just waiting for me to pay the excess and then they will try to recover the costs. What’s the bloody point just do it before hand but nooo they won’t do it, as if I’m paying my premiums for nothing. lol scammers. Read more Read less