Quick Answer: If you need to make a home insurance claim, contact Crawford & Co, our specialist claims partner, on 01908 302 323 (Monday to Friday, 9am to 5pm). Have your policy number, a description of what happened, and any photos of the damage ready before you call.

Who handles Marshmallow home insurance claims?

Home insurance claims are handled by Crawford & Co, our specialist claims partner. They manage the full claims process on our behalf, from the initial assessment through to resolution.

You can reach them directly:

• Phone: 01908 302 323
• Hours: Monday to Friday, 9am to 5pm
• Out of hours: covered by a dedicated team This number is for home insurance claims only. If you need to make a car insurance claim, find out how to contact our car insurance claims team.

What do I need before I make a claim?

Before you call Crawford & Co, it helps to have the following ready:

• Your Marshmallow home insurance policy number
• The date the damage or incident happened
• A clear description of what happened
• Photos or evidence of the damage, if it's safe to take them
• A crime reference number, if the police were involved (for example, in cases of theft or vandalism)

Having these to hand will help Crawford & Co assess your claim as quickly as possible.

How do I make a home insurance claim?

• Call Crawford & Co on 01908 302 323 during opening hours, or contact the out-of-hours team if it's outside Monday to Friday, 9am to 5pm.
• Describe what happened and share the details you've gathered.
• Crawford & Co will assess your claim and explain the next steps.
• Depending on the type of claim, they may arrange for a loss adjuster (an independent specialist who assesses the damage in person) to visit your property, or ask for additional information.

Do I need to report the incident to the police?

Yes, if your claim involves any of the following, you should report it to the police first:

• Theft or attempted theft
• Vandalism
• Malicious damage When you report the incident, the police will give you a crime reference number. Make sure you share this with Crawford & Co when you make your claim.

What is an excess and how much will I pay? Your excess is the amount you contribute towards the cost of a claim (your excess). It's agreed when you take out your policy.

There are two types:

• Compulsory excess: The standard compulsory excess for Marshmallow home insurance is £150.
• Voluntary excess: An optional amount you choose when purchasing your policy. It can help lower your premium.

The total excess is the sum of both compulsory and voluntary excess.

However, for certain types of claim a higher excess is applied:

• Escape of water (for example, a burst pipe): £500
• Subsidence: £1,000

You can check your specific excess amounts in your policy schedule, which is available in the Marshmallow app under Policy Documents.

What if my home is uninhabitable?

If an insured event, such as a fire or flood, has made your home unsafe or impossible to live in, your policy may cover the cost of alternative accommodation while repairs are carried out.

Let Crawford & Co know about this as soon as possible when you make your claim. They'll be able to confirm whether you're covered and help arrange accommodation if needed.