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Camilo M

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Review of the Marshmallow, Car insurance:

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Punitive fees and terrible customer support

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. Reviewed on: 16th June 2026

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