Once you’ve reported your claim, we begin a four-step process to get things sorted quickly and clearly. Here’s what happens:
Step 1: Claim Validation
What we do:
Confirm that your policy details match the claim
Check your licence information (called a DLS check)
Verify third-party details, if available
What you might need to do:
Send us your driving licence check from the GOV.UK website
Provide contact details of anyone else involved in the accident
Why it matters: These checks help us progress your claim without delays and ensure we have everything needed to support you.
Step 2: Claim Decision and Next Steps
Depending on your situation:
If your car is repairable: Our partner (Activate Group) will call you within one working day to arrange repairs.
If your car might be written off (total loss): An engineer will assess the car's value, and we’ll send you an offer.
If we need more information: We’ll contact you to clarify or request documents.
Step 3: Services Begin (Repairs or Payout)
Repairs:
You’ll receive a courtesy car (if eligible) during repairs
Our approved garage will handle the full process
Total Loss:
We’ll offer you a payout based on your car’s value before the accident, minus any applicable excess or unpaid premium
You can choose to stay insured by switching to a new car or cancel your policy
Step 4: Claim Closure
Your claim is closed once:
Repairs are complete, or you’ve accepted a total loss payment
We’ve resolved costs with any third parties (if involved)
Note: A non-fault claim is only closed once the third-party insurer reimburses all costs to Marshmallow.