Once you've reported your claim, we follow four stages to keep things moving.
Stage 1: Checking your claim
We confirm that your claim details match your policy.
We check your licence details using a Driving Licence Summary (DLS) check from the GOV.UK website.
We check the details of anyone else involved, if you've provided them.
You may need to send us your Driving Licence Summary, or provide contact details for anyone else involved if you have them. We'll contact you if anything else is missing.
Stage 2: Deciding next steps
If your car can be repaired: our approved repairer network (MRN) will be in touch to arrange this.
If your car might be a total loss: an assessor (E2E) will review your car's value and we'll send you an offer.
If we need more information: we'll contact you to ask for it.
Stage 3: Repairs or payout
Repairs: you'll receive a courtesy car if this is included in your policy, and your approved garage will handle the rest.
Total loss: we'll offer a payout based on your car's value before the accident, minus your excess and any unpaid payments. You can use this to insure a new car with us, or cancel your policy.
Stage 4: Closing your claim
Your claim is closed once:
Repairs are complete, or you've accepted a total loss payment, and
Any costs owed by or to the third party (the other person involved in the accident) have been resolved.
If the accident wasn't your fault, your claim stays open until the other driver's insurer pays back any costs to Marshmallow.
Key takeaway: Your claim moves through four stages — checking your details, deciding next steps, repairs or payout, and closure.