Skip to main content

What happens after I report a car insurance claim?

Marshmallow policyholders who have filed a claim and want to understand next steps.

Updated over 2 weeks ago

If your car can be repaired

  • We’ll assign an approved repairer

  • A courtesy car may be provided (if included in your policy)

  • You’ll need to pay your policy excess directly to the garage when repairs are completed


If your car is written off (total loss)

  • We calculate the market value of your vehicle

  • You’ll receive a payout offer (minus excess and any outstanding premium)

  • Once accepted, the vehicle becomes Marshmallow’s property

Important to know

  • The policy isn’t automatically cancelled — you can switch to a new car within 30 days

  • Your direct debit must stay active until the claim is settled


Who manages your claim?

  • Activate Group (AGL): Handles repairs and total loss assessments

  • Winns Solicitors: Manages non-fault claims and excess recovery (if legal cover applies)

  • S&G: Follows up on third-party recovery

Did this answer your question?