We understand it can sometimes be difficult to get hold of your No Claims Discount (NCD) document, especially if your previous insurer uses a different format or your policy hasn’t yet ended. Here's what to do depending on your situation:
If you can’t provide proof of your NCD
If you're unable to send us valid proof of your NCD:
We may need to remove the NCD from your policy, which could increase your premium.
We'll email you before making any changes to your payments.
Good to know: If you're later able to provide proof, we can review your policy and reapply the discount. You’ll just need to get in touch so we can help.
If your previous policy hasn’t ended yet
No problem. We know some customers need to wait until their previous policy ends before they can access their NCD document. If this is the case for you:
You don’t need to worry.
Just contact us to let us know you’ll provide it as soon as it's available.
Trouble uploading your NCD document
If you're struggling to upload your document through the Marshmallow app, it could be due to the file format.
Most insurers send NCD proof in the body of an email. However, at Marshmallow we need this saved as a .pdf file.
How to convert your email to a PDF:
Open the email from your previous insurer
Click Print or Save as PDF (usually found in your browser’s print menu)
Save the file to your device
Upload it through the Documents section of the Marshmallow app
If you need help, our team is here to support you.
If you later obtain proof of more NCD years
If you've already sent us proof, but have now obtained a document showing more years of NCD than we currently have on file:
Let us know!
We’ll review the new document and increase your discount if applicable (up to 25 years maximum).
Note for Marshmallow Lightest or Essential customers: There is a £25 admin fee for this change.