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How do I get a refund for my excess after a claim?

Marshmallow customers who have paid their excess and are expecting reimbursement.

Updated over 2 weeks ago

When excess refunds apply

You may get your excess back if:

  • We’ve identified the third party and their insurer

  • We’ve recovered full repair or total loss costs

  • You’ve provided all necessary evidence (e.g. photos, DLS, V5C)


Who manages the refund?

  • Winns Solicitors handle excess recovery for non-fault claims if you have legal cover.

  • They will contact you directly if you’re eligible for recovery.

  • If not using Winns, Marshmallow or the other insurer may handle the refund directly.


How long it takes

It can take several weeks or months depending on:

  • Third party cooperation

  • Court processes (if legal action is needed)

We’ll keep you informed throughout. You don’t need to chase — we’ll let you know as soon as there’s progress.

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