Reporting an incident is a quick and easy process. If you need to report a theft, an accident, or any other kind of vehicle damage, you can make a claim any time by:

  • Calling our 24-hour Claims Helpline: 0800 0608 622
  • Clicking Report an Incident in the Marshmallow App

Our Claims Helpline is for new claims made by policyholders. It is not a general contact or customer service number for Marshmallow.

When making a claim, you should be ready to share:

  • Your Marshmallow policy number
  • Information about the incident (date, time, and location)
  • A description of what happened
  • Details of all parties involved
  • Any photos or evidence you’ve collected

Below you can find more details on:

  • When do I report a claim?
  • How do I report an accident for my claim?
  • Do I need to contact the police when I make a claim?
  • What if the other driver is uninsured?
  • How do I make a windscreen or glass damage claim?
  • How long does a claim take?

When do I report a claim?

Call as soon after an accident as possible. The sooner we know, the more we can help you.‍It is essential that you report all incidents, even if all parties have agreed that they won't make a claim. Let us know about your accident or incident within 24 hours if you can.

What should I do if I'm in a car accident?

Immediately after an accident, follow these steps to stay safe and help us support you:

  • Stop your vehicle
  • Get to safety
  • Call emergency services
  • Gather important information
  • Do not admit fault at the scene

When you're back home you should then contact our Claims team. For information about making a claim after an accident, follow our five-step accident checklist.

Do I need to contact the police when I make a claim?

You must stop at the scene of any accident that involves injury, damage to vehicles or property, or harm to animals. Failing to stop is a legal offence.

You must report any incident to the police within 24 hours if:

  • Someone is injured in an accident
  • You hit an unoccupied vehicle or property and cannot provide your details directly to the owner
  • The other driver won’t give you their details
  • The other driver leaves the scene without stopping (this is known as ‘fleeing the scene’)
  • You suspect the other driver is under the influence of alcohol or drugs
  • You believe the other driver is uninsured

If you contact the police, make sure to:

  • Get a crime reference number (if a crime like fleeing the scene or uninsured driving is involved)
  • Get an incident number (if the police attended but no crime was recorded)
  • Share these details with us when you report your claim

What if the other driver is uninsured?

Register your claim with us as normal and our team will support you. If it’s found that the other driver was uninsured and you were not at fault:

  • Your No Claims Discount will not be affected
  • We’ll refund your excess
  • If the other driver is later found to be under the influence, this won’t affect your claim — as long as you reported everything to us as soon as possible

This protection is not included with the Marshmallow Lightest plan. If you're on this plan, you will not be eligible for a refund of your excess or No Claims Discount protection in the event of an uninsured driver claim.

How do I make a windscreen or glass damage claim?

If you have a Marshmallow Original or Plus plan, you’re covered for up to two windscreen or glass claims per year. Making a claim is simple and won’t affect your renewal price or No Claims Discount.

To start your claim using the Marshmallow app:

  • Open the app and go to the home screen
  • Tap Report an Incident
  • Select My Windscreen is Damaged
  • Follow the on-screen instructions, and we’ll take it from there

If you have a Marshmallow Lightest or Essential Plan, windscreen or glass damage claims aren’t covered under your policy. If you need to get your windscreen repaired or replaced, you will need to find an alternative provider. We recommend calling National Windscreens on 0800 955 0108.

Windscreen excess costs

An excess is the amount you’ll need to pay towards the cost of a claim. The excess you'll pay depends on the type of claim:

  • Windscreen repair: £25
  • Windscreen replacement: £115

Note: Using a non-approved repairer may result in an extra £250 charge.

What isn’t covered?

Windscreen and glass cover does not include:

  • Sunroofs or glass roofs
  • Panoramic windscreens
  • Vehicle lights or reflectors
  • Folding rear windscreen assemblies

Find out more about:

How long does a claim take?

How long a car insurance claim takes will depend on how much damage was caused. To move things along and get your claim sorted as quickly as possible, call us within 24 hours of the accident or incident.

Once we understand the situation better, we’ll give you a clearer timeline for when things will be resolved and keep you updated throughout the process.