Smart Money People Logo
Share this page

Marshmallow reviews

marshmallow
Rated Poor 1.68/5

Marshmallow reviews

Verified businesses always have up to date contact details and can respond to reviews.

Verified business
Last reviewed within 7 days
  • FCA approved and regulated
    FCA approved and regulated
  • On-line application and approval process
    On-line application and approval process
  • Manage your account or policy via an app or website
    Manage your account or policy via an app or website
  • Fully digital service with no in-person branches
    Fully digital service with no in-person branches

Review summary

People rate this company as Poor based on 335 product reviews

Average score of 1.68/5
5 star
18%
4 star
2%
3 star
1%
2 star
1%
1 star
78%
Reviews for Marshmallow have trended positively over the past 90 days

Latest positive rating

5/5

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... 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. Read more Read less

Latest negative rating

1/5

Shocking customer service

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

{"display":"Ki","full_name":"Ki","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Car insurance
Ki 21st December 2025

About Marshmallow

Marshmallow is a car insurance company based in the UK.

The founders started Marshmallow when they found out how unfair insurance prices are for people who move to the UK. The team developed their own technology and pricing models to cater to people new to the UK. Licences from all countries are covered and there are discounts based on all your driving experience - in any country.

Marshmallow provide insurance for cars and vans.

Marshmallow at a glance

Contact details

Social media

Reviews for Marshmallow

Showing 11 of 335 company reviews Last reviewed within 7 days

Shocking customer service

Car insurance 21st December 2025

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

{"display":"Ki","full_name":"Ki","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Ki
Rated Terrible 1/5
Read more product reviews

My experience with Marshmallow's customer service ha...

Car insurance 18th December 2025

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

Rated Terrible 1/5
Read more product reviews
  • 1/5

    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

    {"display":"Stephen ","full_name":"Stephen ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    Stephen 16th December 2025
  • 5/5

    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... 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. Read more Read less

  • 1/5

    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... 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. Read more Read less

    {"display":"Charles ","full_name":"Charles ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    Charles 9th December 2025
  • 1/5

    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... 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. Read more Read less

    {"display":"Michael C","full_name":"Michael C","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    Michael C 3rd December 2025
  • 1/5

    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... 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. Read more Read less

    {"display":"mehdi sartipi","full_name":"mehdi sartipi","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1316094.png"}}'s avatar
    Car insurance
    mehdi sartipi 27th November 2025
  • 1/5

    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... 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. Read more Read less

    {"display":"Shantha G","full_name":"Shantha G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    Shantha G 21st November 2025
  • 1/5

    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... 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. Read more Read less

    {"display":"VIKAS D","full_name":"VIKAS D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    VIKAS D 19th November 2025
  • 1/5

    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... 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. Read more Read less

  • 1/5

    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... 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. Read more Read less

    {"display":"Muthukumar M","full_name":"Muthukumar M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    Muthukumar M 6th November 2025

    Products from Marshmallow

    Showing all products offered by Marshmallow

    We are Smart Money People

    Join 2 million active users who make better financial decisions with the power of reviews.

    Create an account

    Protecting trust by verifying companies and reviewers

    The only site that specialises in financial services

    Providing everyday people with a voice