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 and V5C logbook are valid and accessible.
Upload these promptly to avoid delays if requested.
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.