First steps to take
If your car has been stolen, here’s what to do right away:
Report the theft to the police
Call 101 or report online.
Get a crime reference number—you’ll need this for your insurance claim.
Contact Marshmallow to start your claim
You can begin your claim in your Marshmallow account.
Make sure to have your crime reference number ready.
Secure any spare keys
Let us know if your spare keys were also taken.
What to expect from your claim
Your claim will be a non-recoverable claim, even if the theft wasn't your fault.
This is similar to how home insurance works: if you're burgled, you claim on your own policy.Impact on your policy
Non-recoverable claims are treated like fault claims. This is because we cover the cost in full, and there’s no third party to recover costs from.No courtesy car is provided for theft under most policies (unless you have Marshmallow Plus). If you do have a Marshmallow Plus policy contact our hire provider Sparta on 0333 038 4200 and they will arrange the vehicle for you
Our claim validation process
All theft claims undergo a strict validation process to protect you and ensure everything is accurate. Here’s how it works:
Our validation team will contact you if they need anything else after you've reported your accident
We may arrange for one of our partners to speak with you about the incident.
Once your claim is validated, we’ll move ahead with assessing your vehicle’s value.
Settlement and payment
Our engineering team at the Motor Repair Network will value your vehicle.
We’ll offer a settlement based on this value, minus:
Your excess
Any remaining annual premium
Once accepted, payments take 3-5 working days to reach your account.
What if my car is found?
If your vehicle is found before payment is made:
We’ll assess the condition of the car.
If repairable, it may be sent to one of our approved garages.
If not repairable, we’ll proceed with the total loss process.