Independent guide — VIP Claims is not affiliated with Marshmallow.
How to Make a Marshmallow Car Insurance Claim
Marshmallow does not publish a single underwriter name on its public claims pages; it is regulated by the FCA and administers claims itself, so check your policy schedule for the named insurer behind your specific cover.
The short answer
Marshmallow wants new claims reported by phone on its 24/7 helpline or via 'Report an Incident' in the app, ideally within 24 hours of the accident. Once you've claimed, updates on an existing claim are handled through Live Chat rather than the new-claims phone line.
Official Marshmallow claim contacts
These are Marshmallow's own contact details, published on Marshmallow's website. They are not VIP Claims numbers.
Claim online at Marshmallow- New claim0800 060 8622
Official Marshmallow contact number · 24/7, every day
For new claims only, including accidents, theft and vehicle damage — not a general customer service line
- Existing claim
Official Marshmallow contact number · Weekdays 9am-5:30pm, bank holidays 10am-4pm, closed weekends
Handled via Live Chat in the app rather than by phone
- Customer service
Official Marshmallow contact number · Weekdays 9am-6pm, Saturday 10am-4pm, closed Sunday
Via Live Chat in the app, account or Help page
Policy types: Marshmallow offers several plan tiers — Lightest, Essential, Original and Plus. Windscreen/glass cover is only included on Original and Plus plans, and uninsured-driver excess/NCD protection does not apply to the Lightest plan.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own Marshmallow policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not a Marshmallow number. VIP Claims Ltd is not affiliated with or endorsed by Marshmallow.
Step by step
How to start a Marshmallow claim
- 1Stop the vehicle and get to safety
- 2Call emergency services if needed and avoid admitting fault at the scene
- 3Gather details of everyone involved, their vehicle registrations and insurers, plus photos of the damage and scene
- 4Call the 24-hour Claims Helpline on 0800 060 8622 or tap 'Report an Incident' in the Marshmallow app, ideally within 24 hours
Before you call
Information to have ready
- Marshmallow policy number
- Date, time and location of the incident
- Description of what happened
- Details of all parties involved
- Photos or other evidence
Our car accident checklist covers what to record at the scene.
What happens next
After you report the claim
- Marshmallow organises repairs or replacements through its repairer network
- If your plan includes courtesy cover, you'll get a replacement car while yours is fixed
- You'll receive progress updates, including via Live Chat if you have questions
Costs
Excess and your no-claims discount
If another driver is found to be uninsured and you weren't at fault, Marshmallow will refund your excess and won't affect your no-claims discount — except on the Lightest plan, which isn't eligible for this protection.
Your policy schedule sets your compulsory and voluntary excess — check it before assuming an amount. See also our guide to non-fault claims.
Staying mobile
Courtesy car or replacement vehicle
A replacement courtesy car is only provided if courtesy cover is included in your specific plan; with the optional upgrade, you'll also get one if your car is written off.
Provided under your own cover, usually only while the car is with an approved repairer, and typically a small standard model.
Where another driver is at fault and you are eligible, a like-for-like vehicle may be arranged as part of the claim against them.
A hire vehicle supplied on credit, with the cost pursued from the at-fault insurer. Subject to eligibility and your obligations if the claim fails.
None of these is automatic. Read more in our replacement vehicle guide.
Repairs
Approved repairers and your choice of garage
Marshmallow says it has a network of garages and repairers and will pick what it considers the best one for your repair, taking care of the arrangements.
Your options
If the accident wasn't your fault
After a non-fault accident you generally have three routes. Which suits you depends on your cover, your excess, and how quickly you need a vehicle.
Claim through Marshmallow
- Simplest single point of contact.
- Your excess is usually payable first and recovered later if liability is admitted.
- The claim is recorded against your policy, which can affect renewal even when you are not at fault.
Claim against the at-fault insurer
- No excess payable to your own insurer.
- You deal directly with the other side, which can be slower if liability is disputed.
- You are responsible for evidencing your losses.
Use an independent accident manager
- VIP Claims can handle repairs, recovery and the claim where you are eligible.
- Services are subject to eligibility and the circumstances of the accident.
- Not guaranteed, and not a substitute for your policy obligations.
Whichever route you choose, most motor policies require you to notify your own insurer of the accident, even if you do not make a claim on your own policy. Check the notification condition in your policy wording.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own Marshmallow policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not a Marshmallow number. VIP Claims Ltd is not affiliated with or endorsed by Marshmallow.
Existing claims
Tracking an existing Marshmallow claim
The new claims helpline is for new claims only. For questions about a claim already in progress, contact Marshmallow via Live Chat in the app, available weekdays 9am-5:30pm and bank holidays 10am-4pm (closed weekends).
If something goes wrong
Complaining about a Marshmallow claim
Marshmallow asks unhappy customers to first get in touch (with their full name and details of the issue) so it can try to resolve things, and directs customers to its Complaints Policy section for the full formal complaints process.
Questions
Marshmallow claims: frequently asked questions
Can I claim through the Marshmallow app instead of calling?+
What if the other driver was uninsured?+
Are windscreen claims covered on every Marshmallow plan?+
Does calling the claims line affect my renewal price?+
Can I speak to someone by phone about an existing claim?+
Where this came from
Sources
The Marshmallow details on this page were taken from Marshmallow's own published information on the dates shown. Insurers change contact details and processes, so please confirm anything important in your policy documents.
- Marshmallow make a claim — checked 30 August 2026
- How do I make a car insurance claim with Marshmallow? — checked 30 August 2026
- How to contact us — checked 30 August 2026
- How can I make a complaint? — checked 30 August 2026
Read our editorial policy and correction process.
Related guides
- Non-fault claims explainedYour rights and options when the accident wasn't your fault.
- What accident management isHow an independent accident manager differs from your insurer.
- Replacement vehiclesCourtesy cars, like-for-like hire and who pays for them.
- Car accident checklistWhat to do and record in the first minutes after a crash.
- Write-offs and total lossHow valuations work and how to challenge a low offer.
Other insurer claim guides
VIP Claims Ltd is an independent UK accident management company. We are not affiliated with, appointed by or endorsed by Marshmallow, and we are not an insurer. This guide is general information, not legal or financial advice.
Our services — including replacement vehicles, repairs and excess recovery — are subject to eligibility and the circumstances of your accident, and are not guaranteed. You should check your own policy for its accident notification requirements.