What happens after you make a claim?
Once your claim has been validated, we’ll arrange for your car to be repaired through our trusted repair network. We partner with Motor Repair Network (MRN) — part of Activate Group Ltd — to manage vehicle repairs and ensure high standards throughout the process.
What is an approved repairer?
An approved repairer is a garage that meets strict quality and service standards. These repairers are regularly audited and trusted to:
Assess and carry out repairs efficiently
Provide a courtesy car (if your plan includes one and a car is available)
Guarantee the repairs they carry out
You must use an approved repairer if you want to receive a courtesy car and to ensure your repairs are covered by our guarantees.
Can I choose my own garage?
Yes — but there are important things to know if you do:
You’ll need to pay your policy excess plus an additional £250
We’ll only cover costs up to the amount our approved repairer would charge
Repairs will not be guaranteed by Marshmallow
You won’t receive a courtesy car from us
Will I get a courtesy car while mine is being repaired?
If your plan includes a courtesy car and your vehicle is being repaired by an approved garage, you’ll be offered one (subject to availability). The courtesy car is typically:
A small manual car (like a Fiat 500)
Covered by your existing insurance during repairs
Available for the full duration of your vehicle's repairs
For total loss claims (when your car can’t be repaired), a courtesy car is only provided if you purchased the Courtesy Car Upgrade or are on the Plus plan.
How long will repairs take?
Every repair is different, but you can expect to:
Be contacted by the garage within 2–3 working days of your claim being validated
Get regular updates while your car is being repaired
Collect your car once repairs are complete and pay any applicable excess directly to the garage