Who is Marshmallow?
The UK-based insurtech firm Marshmallow started in 2017 and set out to insure “people that others don’t”. In this particular case, that means comprehensive car insurance for expats or immigrants – foreign drivers who are living in the UK and are looking to settle down but may not have a UK credit history or a UK licence.
The company says these drivers have been overcharged by traditional insurers which “haven’t attempted to understand” them.
Who underwrites Marshmallow policies?
Marshmallow policies are underwritten by Mulsanne Insurance, which is authorised by the Gibraltar Financial Services Commission, not the UK’s Financial Conduct Authority (though it is on the FCA’s Financial Services Register and the FCA says customers may be able to use the Financial Ombudsman in the event of a dispute). Marshmallow Financial Services is authorised and regulated by the FCA.
What are Marshmallow’s cover options?
Marshmallow only offers comprehensive car insurance cover. The policy includes the following features:
|Damage to your car||✓|
|Damaged windscreen and window glass||✓|
|Theft and attempted theft||✓|
|Damage by fire||✓|
|Liabilities to third parties||✓|
|EU cover||Up to 60 days|
|No claims discount||✓|
|No claims discount protection||No|
|Permanently fitted audio equipment||✓|
What is my excess?
An excess is the amount of money you contribute when you make a claim.
If you make a claim on your Marshmallow car insurance, you will have to pay an excess of £250 for accidents, theft or damage on your car. The excess for windscreen replacement claims is £75, and £25 for windscreen repair claims.
How do I make a claim?
While Marshmallow doesn’t have a phone number for customer service queries, their claim line is open 24/7.
To make a general claim (for accidents, theft or vandalism), call 020 39 661 495.
For breakdown claims (if you need roadside assistance or recovery), call 01737 334280 (provided by AXA).
For windscreen claims, call 0800 032 3522.
For motor legal claims, call 0333 043 3787.
If you’ve had an accident and wish to make a claim, Marshmallow recommend that you:
- Remember safety first. Make sure you and anyone else involved are safe.
- Collect information. You’ll need contact information of the people involved and detailed information about the accident.
- Call Marshmallow. Call the appropriate number above asap to let Marshmallow know the details of what happened.
Customer reviews for Marshmallow car insurance
On customer review platform Trustpilot, Marshmallow has 4.5 out of 5 stars and a rating of ‘Excellent’, based on more than 1,200 reviews.
Customers praise the great customer service and fair pricing, but some complain of misunderstandings and errors that were difficult to sort out due to the company’s lack of phone support (updated 24 July 2020).
Pros and cons
- Potentially a good option if you don’t have much of a UK credit history or a UK driving licence
- No admin fees
- Convenient app and online live chat facility
- View your policy details in your account
- Not for you if you want to be able to call your insurer
- Policies underwritten by a company that’s not regulated in the UK
- Only does comprehensive insurance
If you’re looking for good comprehensive car insurance, Marshmallow includes some great features as standard (like a courtesy car). It is a particularly good option if you are new to the UK or don’t have a UK driving licence.
Marshmallow offers a convenient app, where you can access all the details of your account, and a live chat facility if you want to chat to its customer service team. Note that the company has no customer service phone line and so can only be contacted by live chat on its site (a 24/7 claims line is available).
If you’re after third party only or third party, fire and theft cover, then Marshmallow isn’t for you, as it only provides comprehensive cover.
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