I’m very dissatisfied with my experience of Marshmallow Car Insurance and would advise people to look for other companies. I intended to take out a... I’m very dissatisfied with my experience of Marshmallow Car Insurance and would advise people to look for other companies. I intended to take out a policy due to needing cover for a foreign national which was difficult to find. After completing the application process, I paid the insurance premium. I thought I was now insured, however they then stated that I need to connect my bank account to their system. This is extremely intrusive and in 25 years of driving I have never been asked this before. I have no intention of giving them this kind of access. I then tried to contact them – attempted to call only to be told that they won’t speak to me over the telephone and to contact via online chat. What kind of company refuses to speak to their customers? Only one that has a complete lack of consideration for their customers! I cannot support this kind of business. I cancelled my application and managed to find a broker who was very helpful, who I could speak to over the phone and actually beat Marshmallow’s price by around £80. Read more Read less

Very disappointing and stressful experience overall. I paid a very high monthly premium for what was presented as comprehensive insurance with courtesy car cover, but... Very disappointing and stressful experience overall. I paid a very high monthly premium for what was presented as comprehensive insurance with courtesy car cover, but after a non-fault accident I discovered that the policy was practically unusable in my situation. My vehicle was valued at around £900 while the excess was £1,000, meaning there was effectively no financially viable route through my own insurer. After reporting the accident to Marshmallow during the early hours of 20/12/2025, I only received an automated acknowledgement. Within roughly 48 hours I was already being contacted by Winn Solicitors and associated third parties, with no meaningful explanation that I was being placed into a separate credit hire/legal arrangement with potentially significant financial implications. The entire process appeared to be part of the normal Marshmallow claims journey. Despite paying for courtesy car cover, I was not provided with what most customers would reasonably expect from a standard insurer replacement vehicle process. Instead, I ended up in a complex and expensive credit hire structure which was never clearly explained upfront. Communication throughout the claim was slow, fragmented, and often handled by automated systems. During a period of financial hardship I repeatedly tried to get support and guidance, but meaningful human assistance was delayed. Marshmallow later admitted in their final complaint response that this should not have happened. I also actively tried to reduce costs myself by requesting a smaller and more fuel-efficient replacement vehicle, but this was not accommodated. To be fair, the individual customer service agents were polite and professional. My criticism is directed at the overall system, transparency, and real-world handling of claims. Marshmallow’s final response to my complaint mostly repeated policy wording while ignoring the practical realities and evidence I provided. The matter is now proceeding to the Financial Ombudsman Service with further supporting evidence. Based on my experience, I cannot recommend this insurer. Read more Read less

My experience with this car insurance provider has been extremely disappointing. They renewed my policy without clearly informing me or getting my approval, which feels... My experience with this car insurance provider has been extremely disappointing. They renewed my policy without clearly informing me or getting my approval, which feels completely unfair and misleading. To make matters worse, when I contacted customer service to question this and asked about their escalation process, they abruptly ended the chat instead of assisting me. That level of service is unacceptable and very unprofessional. Overall, the lack of transparency and poor handling of customer concerns has left a very negative impression. I strongly advise others to avoid this company—don’t buy from them. Read more Read less

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