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What can I do to make my claim go smoothly?

Marshmallow customers preparing to file or follow up on a claim.

Updated over 2 weeks ago

1. Report your claim quickly

  • Always report the incident to us within 48 hours.

  • This allows us to act quickly on your behalf and gives us the best chance of recovering costs if you weren’t at fault.

2. Keep your documents ready and accurate

  • Ensure your Driving Licence Summary, MOT certificate, and V5C logbook are valid and accessible.

  • Upload these promptly to avoid delays.

3. Respond promptly to any requests

  • If we ask for more information (e.g. additional photos, proof of address, or garage quotes), try to provide it the same day.

  • Fast responses help prevent delays in processing or validating your claim.

4. Stay in touch

  • Regularly check your Marshmallow account and email for updates from us or our partners (e.g. AGL or Winns).

  • If you’re unsure about the status of your claim, you can contact us via Live Chat.

5. Be clear and honest about what happened

  • Always describe the incident accurately.

  • Inaccurate or withheld information can slow your claim or risk rejection.

6. Don’t chase third parties yourself

  • Avoid direct discussions with the other party’s insurer. We handle this for you to avoid confusion and protect your interests.

7. Ask us for help

  • If you're ever unsure what to do next, just ask. Our team is here to help — whether it's understanding what documents you need or checking the progress of your claim.

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