What happens if I don’t pass the ID Check?

If you don't pass your first ID Check, don't worry, you have 3 attempts to get it right! After you fail your ID Check we will send you another SMS with a new link to do your ID Check again.

If you don't pass the ID Check within 6 days of buying your policy we will not be able to create a new policy for you and you will not be insured with us. In this case, we will return your money to your account and cancel your insurance application. If you still want to buy insurance with us, you will need to start again and get a new quote.

What happens if I don’t pass the ID Check?

If you don't pass your first ID Check, don't worry, you have 3 attempts to get it right! After you fail your ID Check we will send you another SMS with a new link to do your ID Check again.

If you don't pass the ID Check within 6 days of buying your policy we will not be able to create a new policy for you and you will not be insured with us. In this case, we will return your money to your account and cancel your insurance application. If you still want to buy insurance with us, you will need to start again and get a new quote.

How can we help?

Want to find more? Select from a help category below.

Manage your policy

Information about your account,  payments and making a change to a policy

Buying a policy

Help for new customers on getting a quote from Marshmallow

About us

Learn more about Marshmallow insurance and how to get in touch

ID check

Information about the ID Check and how to complete it

No Claims Discount

Learn more about how your driving history can affect the price of your policy

Verification documents

Information about proof of address, proof of occupation and V5 documents

Policy information

Information about what is and isn’t included in your Marshmallow insurance policy

Claims

All you need to know about making a claim