Avoid this company at all costs. Their payment app is entirely broken—it refuses to show Apple Pay, won't let you delete old cards, and blindly... Avoid this company at all costs. Their payment app is entirely broken—it refuses to show Apple Pay, won't let you delete old cards, and blindly charges the wrong card. This glitch forces you to miss payments so they can slap you with an extra £22 fee every single month. On top of that, they hiked my monthly premium from £110.02 to £169.43 without permission.When you try to get help, you are met with an AI loop followed by a completely rude, dismissive human agent ("Brooke") who gaslipped me by claiming "no other customers have this issue." They completely refused to help remove my cards, fix the glitch, or refund the unfair fees, lazily repeating the same useless app instructions. I am now forced to go through my bank to issue chargebacks for every single incorrect charge. An absolutely shameless business model and the worst customer care I have ever experienced. Read more Read less

Rubbish company with extremely rubbish customer service, taken money out of my account without my authorisation, consent or knowledge. They are unable to prove that... Rubbish company with extremely rubbish customer service, taken money out of my account without my authorisation, consent or knowledge. They are unable to prove that I am a customer -AS I AM NOT- and cannot find me on their system, yet they have not refunded my money or resolved this issue. WOULD NOT RECOMMEND to anyone as I am not even a customer yet my dispute has not been resolved. Pathetic and unsatisfactory!!!! Read more Read less

Punitive fees and terrible customer support My experience with Marshmallow has been genuinely awful. I paid my June premium yet they still continued pushing another... Punitive fees and terrible customer support My experience with Marshmallow has been genuinely awful. I paid my June premium yet they still continued pushing another late payment charge on top of the £67.50 in late fees I had already been hit with. I explained clearly that I had already been forced into making two payments from one salary month and asked for the payment date to be moved to the 1st of the month so this would not keep happening. Instead of showing any common sense or trying to help they just hid behind policy wording and repeated that a £22.50 fee applies every time a payment is missed. That is not customer service. That is a company choosing to keep punishing a customer with extra charges rather than fixing a simple payment date issue. The whole experience has made Marshmallow look completely unreasonable and unsupportive. When a customer is trying to pay and is asking for a practical solution the answer should not be more fees more stress and robotic replies. It feels like their system is designed to trap people in repeated charges instead of helping them stay on track. I have been left angry disappointed and completely put off using them again. Based on my experience I would strongly warn others to be careful before taking a policy with Marshmallow. The cheap quote is not worth it if this is how they treat customers when something goes wrong. Read more Read less

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