Our friendly online
team are here to help

We’re a digital-first insurer, which means we believe in keeping everything online. No waiting on the phone, simply drop us a message and one of our friendly team will get back to you.

Opening times

Currently we are open
Monday - Friday
9am - 4pm

Please note that we cannot provide quotes over email or on chat. You can use our online signup form to get a quote.

Frequently asked questions

How do I make a change to my policy?

There are multiple different changes you can make to your policy. To make a change, email hello@marshmallow.com with the appropriate information.

Please note, not all changes can be accepted if they fall into our exclusion list.

Add a driver

  • What's your policy number?
  • When would you like your additional driver's cover to start?
  • What's their first name?
  • What's their family/last name?
  • What’s their relationship to you?
  • What’s their date of birth?  
  • What’s their job title?
  • What's their job industry

Change address

  • Your policy number
  • Your vehicle registration number
  • Your old address & postcode
  • Your new address & postcode
  • Date of the move
  • Whether anything else has changed? (how many miles you are driving, where you store the car, where you live, etc!)

Change car

  • What is your policy number?
  • What is your current registration number?
  • How long have you owned your current car for?
  • What's your new car's registration number?
  • What is the make and model of your new car?
  • What date did you purchase your new car?
  • What date and time do you want the new car to be insured by?
  • Has anything else changed? (how many miles you are driving, where you store the car, where you live, etc!)

There are also other changes that can be made, email us with other queries that you have.

Can I call you?

Unfortunately we don't have a direct customer service line as we're an online-only company.

It's really easy to message us however - simply close this window and hit the 'Message us' button or email us on hello@marshmallow.com.

If you need to make a claim, follow the instructions here.

How do I prove my No Claims Bonus?

In brief

  • We accept No Claims Bonus proofs and all their foreign equivalent
  • It should be an official document containing your name, period of cover, No Claims Bonus or Bonus-Malus score, and contact details for your previous insurer
  • The document doesn't need to be translated to English
  • We might ask you to prove previous covers if your No Claims Bonus is spread over several covers

For further information click here

Why can’t you offer me insurance?

At Marshmallow we want to offer everyone a better deal on their car insurance!  But, there are some circumstances when we can’t offer cover.

We look at a range of factors such as your driving history, your car, and where you live. If you are really struggling to find insurance elsewhere then please send us an email to hello@marshmallow.com and we will see if there is anything more we can do to help.

There are some cars, jobs and locations we aren’t able to cover right now.  (If this is you, we’re really sorry.)  We’re working on it.  In the future we hope to be able to cover pretty much everyone.

Want more information? Look below:

As a new insurer, we want to give everyone a better price for their car insurance.  To do this, we work with several partners, agreeing when we can and can’t offer cover.  Here is a list of circumstances when we won’t be able to offer cover

  • Some cars
  • We can’t cover cars that are too cheap (<£300),
  • We can’t cover cars that are too expensive (>£75k)
  • We can’t cover some classes of cars
  • We can’t cover vehicles with modifications
  • For some more expensive cars, we need an active tracker fitted
  • Some drivers
  • We can’t cover people that don’t live in the UK
  • We can’t cover really younger drivers.  (<21)
  • We can’ cover older drivers.  (>75)
  • We can’t cover people that drive A LOT.  (>25k miles / year).  
  • We can’t cover people that use their car for work
  • We can’t cover drivers with a poor claims history
  • We can’t cover drivers with certain medical conditions
  • We can’t cover drivers with motoring or non-motoring convictions
  • We can’t cover drivers that don’t have either a Provisional/Full UK, Full EU, Full European (Non EU) or Full International driving licence
  • Some locations
  • We can’t cover some parts of the UK.

How do I verify my ID?

Knowing all our customers helps us keep our premiums low for all foreigners living in the UK. This is why, when you buy your policy, our first step will be to verify your identity.

We’ve partnered up with Onfido to offer you a simple way to verify your identity. You’ll receive an email from us, containing a unique and secure link to our ID verification platform. Please note that you can access it from your smartphone, and take photos directly from the platform throughout the process!

  • Firstly, you’ll be able to upload photos of your identity document. We can accept your passport or driving licence, simply make sure you select the right document type at the top of the page.  
  • Then, you’ll be required to take a selfie, so that we can match your face with the documents you’ve uploaded.

The ID verification algorithm will do the rest! Results can take up to a few hours to reach us. We’ll send an email as soon as they do, to let you know of the next steps. In some cases, we might have to ask you to send us alternative proof to verify the results.

For further information, click here.

How do I cancel my policy?

To cancel your policy, simply send an email to hello@marshmallow.com with the following information:

  • Your name in full
  • Your date of birth
  • Your policy number
  • Confirmation of the cancellation date
  • Reason for cancellation

One of our team will process your request within 24 hours and keep you updated.

You can cancel your policy at any time!

  • We have a 14-day cooling off period during which you can cancel for FREE! 👍
  • Every cancellation made before midday will be effective on that day. If you cancel anytime after midday, the cancellation will take effect on the following day at the earliest.
  • After that there’s a £50 cancellation fee (which covers the cost we pay).

Our friendly online
team are here to help

No waiting on hold, simply drop us a message and one of our team will get back to you.
We're open Mon-Thur between 9am - 6pm and Fridays 9am - 4pm.
Currently we are closed open.

Email us


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Message us

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Please note that we cannot provide quotes over email or live chat. You can use our online signup form to complete a quote.

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Need to make a claim?

Our claims line is open 24 hours a day, 7 days a week. If you have any other questions, our London-based team are just a message away.

Go to claims page