What is the Courtesy Car Upgrade?
The Courtesy Car Upgrade is an optional add-on that provides you with a courtesy vehicle for up to 28 days if your car is deemed a total loss or confirmed as stolen.
It is included automatically with the Plus plan.
For all other plans (e.g. Essential, Lightest), you can purchase it separately for £21.99.
It can only be added at quotation or renewal — it cannot be added as a mid-term adjustment.
When am I eligible for a courtesy car?
Courtesy car is provided if:
Your car is deemed a total loss (confirmed by the damage assessment)
Your car is confirmed as stolen
Courtesy car is not provided if:
Your claim involves a repairable vehicle (even if it is currently undrivable)
The claim happens within the first 48 hours of policy inception
Theft or vandalism has not been reported to the Police
The vehicle has suffered a mechanical or electrical breakdown or vehicle fire
Your claim is declined or you are not making a claim
You are disqualified from driving
How do I get my courtesy car?
The process depends on your claim type:
If your car is stolen:
You can contact Devon Bay Solutions directly — you do not need to wait for claim validation on our side.
If your car is a total loss:
You will need to wait until the damage assessment confirms your vehicle is a total loss before a courtesy car can be arranged.
To arrange your courtesy car, contact Devon Bay Solutions:
Phone: 0333 038 4200 (press 1 to report a new claim)
Online: https://vehicle-replacement.bespokeinsurtech.com — select Marshmallow as the broker
Scheme reference: FLISCH996
You may also be asked to provide your Motor Insurance Schedule (available in the Marshmallow app) to confirm your add-on coverage.
What type of courtesy car will I get?
You'll receive a small hatchback (typically under 1200cc) — it is not a like-for-like replacement.
If you have an automatic-only licence, you can request an automatic vehicle.
How long can I keep the courtesy car?
The courtesy car is provided for a maximum of 28 days. Unfortunately, this period cannot be extended.
How do I remove the add-on?
You need to speak to our friendly customer support team to remove the add-on.
Fees for removing the add-on:
Time of removal: Within 14 days of purchase
Fee Information: No admin fee
Time of removal: After 14 days (no claim made)
Fee Information: £15 cancellation fee (deducted from refund)
Time of removal: If you have Essential or Lightest
Fee Information: £25 admin fee applies
Time of removal: If add-on has been used
Fee Information: No refund available