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Sheedah

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Review of the Marshmallow, Car insurance:

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DO NOT GET CAR INSURANCE WITH MARSHMALLOW

DO NOT GET CAR INSURANCE WITH MARSHMALLOW I have had the worst claims experience I have ever dealt with. I was involved in a non-fault accident in September 2025. The at-fault driver initially provided false details at the scene, so I had no choice but to claim through my own Marshmallow policy. My car was written off, and I paid my £1,000 excess when the claim was settled in November 2025. Shortly afterwards, I was able to obtain the correct insurance details for the at-fault driver and provided this to Marshmallow before my claim was even paid out. I was assured they would recover the costs and refund my excess. It has now been over 4 months since the accident and nearly 2 months since my claim was settled, and nothing has been recovered. Communication has been extremely poor. I only receive updates if I chase repeatedly via email or their app. It is very difficult to speak to an actual person, and most responses are vague or delayed. My case has been passed between multiple teams, with no clear ownership or progress. The recovery was eventually passed to their solicitors, who advised they would pursue the third party directly. However, after weeks of silence, I have now unexpectedly been told that my file is being closed, without any clear or valid explanation. This entire process has been stressful, frustrating, and unnecessarily prolonged. As a non-fault driver, I expected Marshmallow to handle recovery professionally and efficiently, but this has not been the case. If you ever need to make a claim, be prepared for delays, poor communication, and a lack of clarity. Reviewed on: 16th February 2026

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