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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.

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)

  • Motor Repair Network (for repairs)

  • Winns (if legal support is involved)

We’ll usually reach out by phone or email.

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