How can we help?

Make a change to my policy
Inside your account you can:
Change your car
Update your address
Add drivers
Cancel your policy
Contact us
I have a question
We can help you with:
Questions about your quote
Information about your policy
Help providing documents

We cannot provide quotes here. Please use our online quote service.

Frequently asked questions

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.

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 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

How do I make a change to my policy?

You can now make changes to your account yourself inside the Customer Account.

Log in here.

Inside your account you can do the following actions:

  • Change your car
  • Add a driver
  • Change your address
  • Cancel your policy

For all other queries, click the 'I have a question' button on the Help page and follow the instructions.

How do I cancel my policy?

To cancel your policy, you need to log into your account.

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).

The Legal Stuff

Please remember that it is a legal offence under S143 of the Road Traffic Act 1988 to use, cause or permit someone else to use a motor vehicle on a road without a valid motor insurance policy in force so you will need to get another insurance policy if you want to continue to drive this car.Please note: If a claim is made on your policy at any point, you may be liable to pay your full premium amount after cancellation. If this happens, we will be in contact about payment options.

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 get an answer to your question though - simply close this window and hit 'I have a question' above.

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

View all FAQs

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.
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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