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... 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. Read more Read less

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

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... 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... Read more Read less

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... 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! Read more Read less

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... 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 Read more Read less

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... 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 Read more Read less

I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process.... I had an absolutely dreadful experience with Marshmallow Insurance. After my car was damaged in an accident, I filed a claim expecting a straightforward process. Despite providing all the necessary documentation and evidence, my claim was denied without a valid reason. It felt like they were actively looking for any excuse to avoid paying out. To make matters worse, communication was a nightmare. I tried reaching out multiple times via phone and email, but my attempts were mostly ignored. When I finally got through to someone, they were unhelpful and dismissive. It was clear that resolving my issue was not a priority for them. One specific incident that stands out is when I was promised a call back from a claims manager within 48 hours. That call never came, and when I followed up, I was told that there was no record of my previous conversation. This level of incompetence and lack of accountability is unacceptable. Marshmallow Insurance seems to specialize in finding reasons to deny claims, even when they are clearly at fault. If you want to avoid losing your hard-earned money and dealing with a company that doesn't care about its customers, look elsewhere. Read more Read less

Thaigo was an amazing customer service agent. He understands my issues very quickly and helped me. His explanation was really good.

I was more or less forced to use them when moving from Somerset to Buckinghamshire. The entire experience was fraught & expensive. They have no... I was more or less forced to use them when moving from Somerset to Buckinghamshire. The entire experience was fraught & expensive. They have no proper staff & their app is irritating in the extreme. It was an interim insurance, & I would have been penalised had I changed insurer within the first year. As it was I paid monthly at double what I was paying in Somerset. I moved to Cumbria in July 2024 & my year is up at the end of February. I have renewed at 64% less with a sensible solid insurer but extracting yourself from Marshmallow is a nightmare. They use the old scam of repeat debit card premium collections, notoriously difficult to cancel. Everything is slick marketing & a concerted effort to wear your down. Quite the worst car insurer I have ever dealt with- luckily I never had to claim (& never have claimed on car insurance in 50 years of driving) since the complaints about their claims procedures are legion. AVOID THIS AWFUL COMPANY. Read more Read less