Every car insurance claim is different, so there’s no single answer as to how long it can take. Some claims are settled in a few days. Others can take weeks or even months. Delays often happen while we are waiting for third-party responses or car parts.
The length of your claim depends on:
- Whether your vehicle can be repaired or is a total loss
- If we have all the documents we need
- Whether another driver is involved and how quickly their insurer replies
Why is there a delay with my claim?
Delays in car insurance claims are often caused by:
- Missing driving licence checks
- Incomplete third-party details
- Disputes about what happened
- Parts shortages at repair garages
We know delays are frustrating. Our team always works to move things forward as quickly as possible.
You can help speed up your car insurance claim by:
- Sending any requested documents straight away
- Sharing clear photos of the damage, the scene, or paperwork
- Responding quickly to messages from our team or repair partners
How can I get an update on my claim?
As your car insurance claim progresses, you may hear from:
- Marshmallow’s Claims Operations team (for general updates)
- Motor Repair Network (for repairs)
- Winn Solicitors (if legal support is involved) We’ll usually contact you by phone or email.
Please note: the Claims Helpline is for new claims made by policyholders. It is not a general contact or customer service number for Marshmallow.