“This is hands-down the worst insurance experience I’ve ever had. I can’t even get a real person on the phone — all communication is through an online chat that’s clearly run by AI, and it’s completely useless. I’ve been going in circles for days, trying to get basic information about my claim, and I still have NO idea what’s going on.
Every response I get is vague, robotic, and unhelpful. The AI just keeps repeating scripted lines and redirecting me to links that don’t explain anything. There’s zero accountability, zero transparency, and absolutely no way to escalate anything to an actual human being who might know what they’re doing.
I’m paying real money for this coverage, and the moment I actually need help, there’s no one there. It’s beyond frustrating — it’s infuriating. If you’re thinking about using this company, don’t. Save yourself the stress and go with a provider that at least has customer service that includes actual people.
Avoid at all costs”
“AWFUL. They don’t help when / if you need a claim. I have been waiting weeks to simply have any contact let alone my vehicle inspected which still hasn’t happened many weeks after an issue”
“Have been trying to get home of someone at this company since yesterday. It lures you into a false sense of hope with their 'live chat' which is essentially just sending messages and getting no response. I managed to get a response last night as some point telling me they were busy?! Unhelpful all round really.”
“Just horrible after purchase service!! Can never talk to anyone, the "live chat" would be better named "Dead Chat"...no reply, even after waiting hours! This company is also horribly over-priced...I would not reccomend them at all.”
“One of the Worst Insurance Experiences I’ve Had
Marshmallow has been one of the worst insurance companies I’ve ever dealt with. Their customer service is extremely slow, and the only way to communicate with them is through live chat — which is frustrating and inefficient for handling issues .
I’ve had an ongoing claim for an accident that wasn’t my fault, and after five months, there has been no real progress. Every time I ask for an update, they just respond with vague messages like “we’ll update you if there’s any progression,” without providing any real answers. There is no real support from the team — it often feels like you're left completely on your own.
I’ve already sold the car involved in the claim and bought a new one, but they’re still charging me for insurance on the old car — simply because the claim is still open. It’s incredibly unfair.
Thankfully, I have the financial means to pay for two insurance policies at once, but many people might not be in that position. I strongly advise against using this company. The lack of communication, support, transparency, and efficiency has been incredibly disappointing”
“Very bad insurer, everything seems to be ok in the beginning, but if you have a claim nightmare starts...only way to speak with them is some chat on the app or webpage when you wait hours for response....Also I had non fault claim and they damaged my car on the other side in their "approved" garage....7K fix, very sad. Never again”
“Total rubbish. Useless customer service, charge 30 pounds for “cancelling” insurance they never even managed to provide. Avoid this company like the plague.”
“I filed a claim with Marshmallow after my vehicle was stolen and recovered. They then said my vehicle purchase date didn’t match their records and increased my premium retroactively.
Now they want me to pay a £400 excess plus 18.67% of the repair costs to cover the difference.
Their customer service is very poor - “live chat” responses take over 24 hours, claims handlers take over a week to reply, and there’s no phone number.
I’ve raised a formal complaint asking for detailed calculations but have yet to receive a clear explanation.
I wouldn’t recommend Marshmallow based on this experience.”
“This is by far the worst experience I have ever had in the UK. It is a nightmare. The decided out of nothing to cancel my policy 2 months before the contract's end without any reason, and they did not accept to give me a 2 years or even a 1 year no claim. Above all, their staff are very disrespectful and incollaborative.”
“cannot get hold of anybody on live chat, really dissapointing i need to cancel my policy as my car is off the road now and cannot get it sorted, i still have another car which im prepared to offer to them, but as i say, you cannot actually get hold of anyone.”
“Scam artists. Sold me the insurance then decided that I didn't meet their criteria despite the fact that I filled every form in correctly and truthfully. Refused to refund me. Ombudsman agreed with me, proving that they are, in fact, scam artists and they still haven't responded. Have spent months fighting just to scam me out of £100. And, on top of all this, if I had just gone with another insurance company, with NO FOREIGN NCD BONUS, it actually would have been cheaper anyway!! I ended up with Admiral, but there were half a dozen companies with offers cheaper than Marshmallow. Avoid at all costs!”
“This is the worst company you can ever deal with. They never respond to emails and you cannot talk to anyone on phone. Just your money they are interested on.”
“Absolute terrible company. Started my policy with them April 1st and they requested proof of address which is fine. However I have just recently moved address so was limited with the documents I could provide. They ask for bank statements with full name and address which I provided however when submitting they say they can’t accept the documents and need more evidence? I then sent them a utility bill which they asked for then said they unfortunately can’t accept it??? And now they are threatening to cancel my policy may 1st with no real explanation. And to top it off you can’t call anyone you can only rely on live chat which is awful. STAY AWAY FROM THIS COMPANY PLEASE. Yes the price is appealing which is why I went for them but I sincerely recommend paying a bit more and go with another company that you can actually contact when needed and are trusted.”
“I will never order from a company like this The packages are blown up marshmallow is mixed at the bottom with some fluid It's disgusting and unfavorable”
