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Why is my claim undergoing additional checks?

Marshmallow policyholders whose claim is being reviewed for validation or accuracy before progressing.

Updated over 2 weeks ago

At times, we need to carry out further checks before we can move forward with your claim. These checks are standard across the insurance industry and help ensure that the information provided is complete and accurate.

Why extra checks might be needed

We may conduct additional validation if:

  • Some documents are missing or unclear

  • Information provided doesn’t fully match our records

  • There are inconsistencies between your statement and the evidence

  • Industry checks (such as the Claims and Underwriting Exchange) show related claims

These checks help us verify key details and make sure we’re handling your claim fairly and correctly.


What to expect during the review

  • You may be contacted by a specialist team for clarification or additional information

  • In some cases, an independent partner (such as Robertson & Co.) may reach out to gather or verify details

  • The process is confidential and focused only on confirming what’s needed to move your claim forward


Documents you might be asked for

To help with validation, we may request:

  • Proof of address (e.g. utility bill or bank statement)

  • Driving Licence Summary (DLS)

  • Photos of the vehicle or scene

  • Vehicle purchase receipt or service history

  • Your vehicle logbook (V5C)

We’ll always let you know exactly what’s needed and how to send it safely.


How long it takes

Most additional reviews are completed within a few days of receiving the requested documents. We’ll keep you updated throughout, and your dedicated claims handler will remain your point of contact.


What happens next

Once the checks are complete:

  • We’ll either proceed with your claim or let you know if we need anything else

  • Your claim status and next steps will be updated in your Marshmallow account

If you're ever unsure about why something was requested, just ask — we're here to help guide you through it.

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