What does Marshmallow cover?
If your claim is valid and your vehicle can be repaired, we’ll pay for the full cost of repairs minus your excess. Repairs must be carried out by an approved repairer in our network to be covered by this guarantee.
We’ll either:
Cover the full repair cost (after your excess)
Pay the market value of your car if it’s declared a total loss
We don’t cover:
Any amount below your excess
Repairs from a non-approved garage that exceed what our approved partner would charge
Extra fees from your chosen garage, like storage or admin fees, that we wouldn't have paid if we were in control of the repairs
What is an excess and how do I pay it?
An excess is the amount you pay towards a claim. This will be:
A compulsory excess (set by your policy)
A voluntary excess (chosen by you to lower your premium)
You’ll need to pay this directly to the garage when you collect your car. Your exact excess amount is listed in your insurance documents.
If the accident is later settled as not your fault, you might be able to reclaim your excess. If you’ve purchased Legal Cover, we can help you do this — otherwise, you’ll need to contact the third party’s insurer directly.
What happens if my car is a total loss?
A car is declared a total loss when the cost of repairs is more than the car is worth.
In this case:
We’ll assess the pre-accident value (PAV) of your vehicle.
We’ll deduct any remaining insurance payments you owe (called Outstanding Premium or OSP).
We’ll send you the settlement offer.
Once you accept the offer and send us your documents (log book, MOT, etc.), we’ll process your payment.
What happens if I use a garage that isn’t approved?
You're free to use a different garage — but please be aware:
You’ll pay your policy excess + £250 extra
You’ll cover any costs above our approved garage’s quote
You won’t receive a courtesy car
We won’t guarantee the work
This option gives you more control but less coverage — most customers choose an approved garage for peace of mind.
What if I need to make changes to the repair?
If your vehicle’s condition changes or you disagree with the repair assessment, contact the garage handling your case directly. If needed, they'll work with Marshmallow to reassess the situation.