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How long will my claim take, and how can I track it?

This article is for Marshmallow policyholders who want to know when their claim will be settled and how to stay updated.

Updated over 2 weeks ago

How long will my claim take?

The length of your claim depends on a few factors:

  • Whether your vehicle is repairable or a total loss

  • If we’ve received all the required documents

  • Whether another driver is involved, and how quickly their insurer responds

Some claims are settled in a few days, while others can take weeks or months — especially if there are delays with third-party responses or sourcing car parts.


What can slow things down?

Delays are often caused by:

  • Missing driving licence checks (DLS)

  • Incomplete third-party details

  • Disputes about what happened

  • Parts shortages at repair garages

You can help speed things up by:

  • Sending requested documents quickly

  • Responding to messages from our team or repair partners


How will I get updates?

You’ll be contacted by:

  • Marshmallow’s Claims Operations team (for general updates)

  • Activate Group (for repairs)

  • Winns or S&G (if legal support is involved)

We’ll usually reach out by phone or email. If you haven’t heard from us after 3 working days, feel free to message us in the app or on live chat.

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