Car insurance
Telematics
Van insurance
Home insurance
Car finance
Get help with money worries
Here’s how we can support you through this difficult time.
Coping with the rising cost of living
Energy, food and living – all of these costs have gone up sharply in recent years. Because of this, we know many people are struggling to make ends meet. It might be that you need some extra support where you didn’t before.
If you can’t pay for certain monthly costs (like your car insurance), there are ways we can help. Please get in touch with our friendly team using Live Chat on the Marshmallow app to discuss your options. There are also lots of free resources available to support you through this difficult time. We’ve listed the ones we trust below.
Signs of financial stress
If you’re worried about money, it’s best to seek help sooner rather than later. You might need some extra support if:
- You’re struggling to pay your essential household bills
- You’re being contacted about missed payments or unpaid balances
- Your ability to work is affected by your own or someone else’s illness
- You’ve lost your job or had a reduction in your regular income, like salary or benefits
- You often spend more than your income allows, or rely on borrowing
- Your credit score is getting lower
How can we help?
If your policy has been cancelled and you owe a balance, or you’ve missed a monthly payment, please get in touch as soon as possible. The sooner you reach out, the sooner we can help.
If your policy is active
Get in touch with our Customer Support team to talk about any missed payments. Just tap Live Chat in the Marshmallow app.
If your policy is cancelled
You may owe a balance on your account. Get in touch with our Collections team directly by email or phone.
Email: debtresolution@marshmallow.co
Phone: 020 4586 0856
More ways to get support
You can get free, independent advice from these organisations.
Citizens Advice Bureau
A national network who provides free, confidential advice to help people with financial and legal issues.
Website: citizensadvice.org.uk
Find your local office: Search the website for contact details.
StepChange
A national network who provides free, confidential advice to help people with financial and legal issues.
Website: stepchange.org
Phone: 0800 138 1111
National Debtline
An independent debt charity. You can call them for free, impartial advice on a range of debt-related issues.
Website: nationaldebtline.org
Phone: 0808 808 4000
Money Helper
A government-backed service who offers free, impartial advice on all things to do with money and pensions – including debt and financial problems.
Website: moneyhelper.org.uk
Phone: 0800 138 7777
How to make your Marshmallow car insurance renewal cheaper
Not happy with your car insurance renewal quote? Here are a few ways we can try to make your price cheaper at Marshmallow.
New to the UK? Here are 7 tips to boost a low credit score
We asked credit expert Ash Bhatt to reveal his top tips on building up a low credit score after a move to the UK.
Why is UK car insurance expensive and how can I make it cheaper?
UK car insurance can be expensive. But how do UK insurers work out how much you should be paying for your policy? And how can you bring the price down? Let’s take a look…
Answers to important questions
Please let us know if you’re struggling financially so we can see if there's anything we can do to help. We will consider your situation on a case-by-case basis, and we can try to offer more flexibility during these challenging and uncertain times.
Some people may also be entitled to financial support from the UK Government. You can find full information on GOV.UK about some of the help the government is offering to support people during this crisis. Please see their website for full eligibility.
Cost of Living payment for those on benefits
Help with energy bills
£300 Pensioner Cost of Living Payment
£150 Disability Cost of Living Payment
Household Support Fund
The Warm Homes Discount
Winter Fuel Payments
Cold Weather Payments
See more information on GOV.UK.
If you’re struggling financially and concerned about making your monthly premium, please contact us ahead of time so we can provide an appropriate solution where possible.
If your payment fails, we will not reattempt payment on the same day, but you can easily make payment manually in the Manage Payments section of your account. The payment will be reattempted 3 days and 7 days after if it fails, so you do not need to get in touch to ask us to reattempt the payment.
There are no late payment fees for our repeat card charge customers.
You will have 14 days from the day your payment was attempted to pay for the missed payment. If you require any further assistance please get in touch with us by Live Chat. You can start a Live Chat through the app or the Help page on the Marshmallow website.
If you're paying via Direct Debit, please start a Live Chat through the app or the Help page on our website.
Don't worry if you've never logged in before. Just enter your email address and we will send you a link to log in.
You'll need to let us know the following details for your new account:
Account holder
Account Number
Sort code
Address
If you're paying by repeat card charge, you can update your saved card through the Marshmallow app:
Open the app and tap your policy
At the top of the screen, tap Update details
Scroll down and tap Manage Payments
Add your new debit or credit card details, hit Update saved card and you're all set. Your remaining monthly instalments will be charged on that card.