How can we help?

Buying A Policy

What is Marshmallow Essential?
What fees do you charge?
Do you offer temporary insurance?
How do I refer a friend?
Do I need to be the registered owner of the vehicle to insure it?
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Make changes to my cover

How do I change my personal details?
How do I add my UK licence?
Can I pause my insurance policy?
How do I add a driver to my policy?
How do I change the vehicle on my policy?
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My Payments

What happens if I miss a monthly instalment (repeat card charge)?
What happens if I miss a PremFina direct debit payment?
Can I change my bank details for my monthly payments?
Who are PremFina?
Can I change the due date for my monthly payments?
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Claims and accidents

Do I have to get my car fixed?
Do I need to contact the police when I make a claim?
How can I get an update on my claim?
What happens if my car can't be repaired?
How long does a claim take?
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My claim-free discount (NCD)

What should I do if I don’t have NCD proof?
Will you accept my NCD if I was not the main policy holder?
How do I get my NCD Certificate from Marshmallow?
How can I prove my No Claims Discount?
How to download your NCD email as a .pdf document
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Document requests

What if I have a temporary address?
What documents don't you accept as proof of my UK address?
What documents do you accept to prove my occupation?
Why do you ask for additional documents?
How do I prove my UK address?
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What I’m covered for

How long is an International Licence valid for in the UK?
Why isn't my car showing up on ask MID yet?
Can I drive someone else's car?
Can other people drive my car?
Is my car insured?
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My add-ons

Can I change my breakdown cover plan?
What is Excess Protection?
Can I cancel my breakdown cover plan?
Can I add Breakdown Cover?
What types of breakdown cover do you have?
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Renewing my policy

Can you give me a cheaper renewal offer?
Can I downgrade to Marshmallow Essential at renewal?
How do I renew my policy?
I don't want to renew my policy
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ID and driver’s licence checks

I didn't receive my text message to do the ID Check
How long do I have to complete the ID check?
Why do I have to do an ID check?
How to do the ID check
Why do you ask for proof of ID?
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My Account And Policy Documents

What do I do if I can't log into my account?
Will you send my policy documents by post?
Where are my policy documents?
How to understand your policy documents
How do I log into my Marshmallow Account?
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Cancelling my policy

Why has my policy been cancelled?
What time will my cover end if I cancel today?
When will I get my refund if I cancel my policy?
Will I get my initial payment back if I cancel my policy?
How do I cancel my policy?
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We’re here to help

Tell us about a new accident or incident

Call us 24/7 on 0800 060 8622


Talk to us about an existing claim

Get in touch on Live Chat

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