I had an excellent experience with Keagan today! He was incredibly helpful, patient and professional throughout. He took the time to look into my previous renewal quote, honoured the agreed discou... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Renewal is a no-brainer I've been with Marshmallow for several years, and I keep renewing because they make car insurance simple. The pricing is great, and the app is smart and easy to use. The... Toon meer
After 9 years with a different car insurance company, this year I insured my vehicle with marshmallow and I just wished to join them before, Honestly I can’t recommend Marshmallow Insurance enough... Toon meer
The convenience and ease of using the app and the chat are unmatched—no waiting on the phone lines. I want to express very special thanks to Stasia. She helped me with my renewal and changing some det... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
We are building a world where insurance benefits everyone. This means using technology to provide car insurance which is affordable, instant, and inclusive.
Contactgegevens
66 City Road, EC1Y 1BD, London, Verenigd Koninkrijk
- https://www.marshmallow.com/help
- www.marshmallow.com
4,2
Goed
44K reviews
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Great customer service
Great customer service. Helps you with any advice or queries. Affordable prices. Very happy
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Beth,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Misleading Insurance Pricing and Unfair Premium Increase
Please please be careful when you take marshmallow insurance.
Very disappointed with Marshmallow’s renewal price – almost doubled
I am extremely disappointed with Marshmallow’s renewal quote. My previous annual premium was £2,030.34, but my renewal price has increased to £3,920.82 for the exact same fully comprehensive cover.
That is an increase of £1,890.48 – almost 93%. My monthly payment is now quoted at £326.65, compared with approximately £169 per month previously.
What makes this particularly frustrating is that the renewal information says the cover is the same as last year, and the explanation given is simply that rising repair costs and inflation can affect the price.
I understand that insurance prices can increase, but an increase of nearly 93% is extremely difficult to justify, especially when there has been no change to the level of cover.
I expected Marshmallow to provide a competitive and transparent renewal price, but this quote has seriously damaged my confidence in the company. Customers should not have to accept such a huge increase without a clear and reasonable explanation of how the premium was calculated.
Very disappointing renewal experience. I will definitely be shopping around rather than accepting this price.
If anyone could help me please let me know
Hi
Thank you for your response. However, your reply does not adequately address the specific concern I raised.
I understand that renewal premiums can change due to claims, repair costs and market conditions. However, I am asking Marshmallow to explain why my premium has increased so substantially in my specific case, particularly when my personal details, vehicle, level of cover and circumstances have not changed in a way that would justify such a significant increase.
I also contacted your customer service team and was specifically told that a loyalty discount of £582.12 and an additional pricing-team discount of £249.48 had been applied, resulting in a final annual price of £3,089.22 (£257.44 per month), which I was told was the best price available.
I would therefore like you to:
1. Explain clearly what specific factors caused my renewal premium to increase to this level.
2. Explain how the £3,089.22 price was calculated.
3. Confirm whether the discounts offered by your agent were genuinely the maximum discounts available.
4. Review my renewal again and provide your best possible price.
5. If you cannot provide a reasonable explanation or competitive price, please let me know.
I am not asking for a general explanation of how insurance pricing works. I am asking for a clear explanation of why my particular premium has increased so significantly and why the price being offered is reasonable.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Jimmy,
Thank you for taking the time to share your review with us.
Renewal premiums are recalculated each year using current risk information, expected claims and repair costs, and wider market conditions. This means the price can change significantly even when the level of cover and the customer’s personal details remain the same. The renewal documents confirm that your cover is unchanged, rather than guaranteeing that the premium will remain unchanged.
We appreciate that this is still a substantial increase and that you’ll want to compare it with other providers. Please contact our team through the Marshmallow app, so an agent can review your renewal and check whether any alternative pricing options are available.
Best wishes,
The Marshmallow Team
Clover is amazing customer…
Clover is amazing customer representative she resolved my issues so quick with professional way.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Asif,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Very professional and reliable
Very professional and reliable
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Adnan,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Antwoord van Marshmallow
Hi Jo,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
I cancelled a policy back in 2024
I cancelled a policy back in 2024. I was charged £104.02 for the cancellation fee. Payment was made and I had an email to confirm payment receipt. Fast forward to February 2026 and they emailed me to say a payment of £104.02 will be taken from my bank account. I have tried the online chat 3 times to question this and not one person can help because it’s AI!!!!! They just keep repeating I owe £104.02 as my cancellation costs. My bank shows payment made and I also have a payment receipt from them in my emails so where has my money gone Marshmellow??? Avoid this company
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Nicole,
Our team would be happy to help with any questions you have, however, we could not locate a policy with the details available on Trustpilot.
Trustpilot will email you directly with their request for more information through a safe link for your details.
Could you please reply to our request so the team can look into this for you?
Please don’t share your details as an update to your review.
Thank you,
The Marshmallow Team
Marshmallow is perfect for me
Marshmallow has good prices, great services and the staff is very trained to help!
They have solved my case!
7 september 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Mircea,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Stasia a big thank you
The convenience and ease of using the app and the chat are unmatched—no waiting on the phone lines. I want to express very special thanks to Stasia. She helped me with my renewal and changing some details, and she also applied a discount code, which made my policy so much cheaper than what I was offered.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi,
Thank you so much for your positive feedback, we are glad to hear that you had a great experience with Stasia!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Service and price
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Saboor,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Excellent experience with Marshmallow…
Excellent experience with Marshmallow Insurance. The whole process was straightforward, quick and hassle-free. Their pricing was competitive, everything was clearly explained, and managing the policy online is very convenient.
I particularly appreciate how simple they make insurance compared with some other providers. The communication has been clear and professional, and the overall service has been excellent.
Very happy with my experience so far and would definitely recommend Marshmallow to anyone looking for straightforward, affordable and reliable car insurance.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Nezrin!
Thank you for your review! We are thrilled to have you on board with us!
Since you're loving our service, why not get rewarded for spreading the word?
Recommend Marshmallow to your friends and you’ll both get a £50 Amazon voucher when they sign up!
You can grab your unique referral link in the Marshmallow app, or find out more here:
https://www.marshmallow.com/refer-a-friend
Thank you again for your support!
Best wishes,
The Marshmallow Team
Excellent support and best rates.
Excellent support and best rates.
28 september 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Shiju,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
I found it easy to set up and the…
I found it easy to set up and the product cheaper than anyone els on the market at the time. The App is easy to use witch makes it easy to find your details ect.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Craig,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
AVOID AVOID !!!!!
AVOID. I took out this policy around two and a half weeks before it was even due to start, and I was charged £25 for correcting information on a policy that had not even started yet. Their own system indicated that this type of change should not incur a fee, yet their chat advisers told me that the charge applied.
Because of these issues and the conflicting information I received, I completely lost confidence in the company and cancelled the policy. I was then charged a further £30 cancellation fee.
Based on my personal experience, I would describe this as a “pseudo-insurance company”. I strongly advise others to avoid them. I will now be challenging these charges and seeking a refund of the money I believe I should not have been charged. I will also be warning others about my experience wherever I can. Avoid, avoid, avoid.
5 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Aneta,
Our team would be happy to help with any questions you have, however, we could not locate a policy with the details available on Trustpilot.
Trustpilot will email you directly with their request for more information through a safe link for your details.
Could you please reply to our request so the team can look into this for you?
Please don’t share your details as an update to your review.
Thank you,
The Marshmallow Team
Antwoord van Marshmallow
Hi Leye,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Review
Bailey from Marshmallow was incredibly helpful during my insurance renewal negotiations for next year.
She went above and beyond to help me secure the right cover and a price that works for my budget.
Her proactive, customer-focused approach and willingness to assist made the whole process smooth and pleasant.
5 out of 5 stars for Bailey!
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Glib,
Thank you so much for your positive feedback, we are glad to hear that you had a great experience with Bailey!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
"I am extremely happy with the customer…
"I am extremely happy with the customer service I received from Marshmallow! They helped me sort out my car insurance renewal smoothly and made the whole process stress-free. A huge thank you to Matilda and Marsha for being so professional, patient, and helpful in answering all my questions and setting up the best payment plan for me. Outstanding service and highly recommended!"
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Ameeni!
Thank you for your review! We are thrilled to have you on board with us!
Since you're loving our service, why not get rewarded for spreading the word?
Recommend Marshmallow to your friends and you’ll both get a £50 Amazon voucher when they sign up!
You can grab your unique referral link in the Marshmallow app, or find out more here:
https://www.marshmallow.com/refer-a-friend
Thank you again for your support!
Best wishes,
The Marshmallow Team
Antwoord van Marshmallow
Hi Folami,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Very good
They respond very quickly and treat me politely and with understanding.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Vitalii,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Amazing customer service.
7 oktober 2026
Review zonder uitnodiging
Antwoord van Marshmallow
Hi Tota,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
Antwoord van Marshmallow
Hi Haji,
Thank you so much for your positive feedback, we are glad to have you on board and we will aim to bring you a five-star experience again with our services!
Feel free to get in touch with us if there is anything else we can help you with!
Best wishes,
The Marshmallow Team
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