Short answer: only if you have the Courtesy Car upgrade for theft and total loss on your policy. It's included on Plus, and on other plans it's an add-on you choose when you buy or renew. Double check that you have it. If you do, here's what has to happen first, so you know where you are.
What counts as theft or a write-off
- Theft: your car has been stolen and not recovered.
- Write-off (total loss): the damage is too severe to repair safely, or repairing it would cost more than the car was worth before the accident.
Who gets one
Only people who have the Courtesy Car upgrade for theft and total loss. It's included automatically on Plus and Move Plus. On other plans it's an add-on you choose when you buy or renew your policy. It's separate from the courtesy car for repairs, which doesn't cover theft or a write-off on its own. Check that it's on your policy in the app, or in Section 8 of your Policy Wording document.
When you'll get it
If you have the upgrade, what happens first depends on whether your car has been stolen or written off.
If your car has been stolen
- Report the theft. Report it to the Police and to us. The upgrade only covers theft that's been reported to the Police.
- Contact Devon Bay Solutions. Contact them directly to arrange your car. You don't need to wait for us to check your claim.
- Phone: 0333 038 4200 (press 1 to report a new claim)
- Online: https://vehicle-replacement.bespokeinsurtech.com (select Marshmallow as the broker)
- Scheme reference: FLISCH996
You may also be asked for your Motor Insurance Schedule, which you can find in the Marshmallow app, to confirm you have the upgrade.
If your car has been written off
- We check your claim. We'll email you if we need anything from you or there's something to follow up. Keep an eye on your email, including your junk folder, and send what we ask for as quickly as you can. We need to finish this check before we can go any further.
- An engineer assesses your car.** An engineer from one of our trusted partners will review the state of your car. Their assessment decides whether it can be repaired or needs to be written off.
- We tell you how to get your courtesy car. Once the assessment confirms your car is a write-off, we'll be in touch to explain how to get one through our partners. If your car can be repaired instead, the courtesy car for repairs applies. That means you may not have a courtesy car the day you report your claim.
What car you'll get
Usually a small car. It's there to keep you on the road, so it won't be the same as your own. If you only have an automatic licence, you can ask for an automatic..
How long you can keep it
You can keep the courtesy car for up to 28 days, to give you time to find a new vehicle. Unfortunately, this period can't be extended.
When you won't get a courtesy car
- You don't have the Courtesy Car upgrade.
- Your car can be repaired, even if you can't drive it right now.
- Your car is still being assessed. You'll only get one once it's confirmed as a write-off.
- The accident or theft happened within 48 hours of your policy starting.
- Theft or vandalism hasn't been reported to the Police.
- Your car has broken down, or caught fire.
- We've declined your claim, or you're disqualified from driving.
If you're waiting and it's been a while
First, check your email, including your junk folder, for anything from us asking for information or documents we still need from you. We can't move your claim on until we have them. If you've sent us everything, there's nothing more you need to do and we'll be in touch. It can sometimes take a while to process a claim and assess your car.