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What should I do if my car has been stolen?

This article is for Marshmallow policyholders whose car has been stolen.

Updated over 2 weeks ago

First steps to take

If your car has been stolen, here’s what to do right away:

  1. Report the theft to the police

    • Call 101 or report online.

    • Get a crime reference number—you’ll need this for your insurance claim.

  2. Contact Marshmallow to start your claim

    • You can begin your claim in your Marshmallow account.

    • Make sure to have your crime reference number ready.

  3. 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).


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 within three working days.

  • 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.

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