Independent accident support from Motor Claims Assist
How to make a car insurance claim with Marshmallow
Had an accident and insured with Marshmallow? Find out how to report it, and speak to Motor Claims Assist about recovery, a replacement vehicle, repairs and your claim.
Motor Claims Assist is an independent accident-management service. We are not Marshmallow or its claims department. We help drivers after both fault and non-fault accidents.
020 3432 3147 · Open 24/7
Looking for Marshmallow directly? Visit its official claims pageHow to report an accident to Marshmallow
Marshmallow is an insurer.
- Report a claim in the Marshmallow app
- 24-hour phone helpline for new claims
- In-app live chat for existing claims
The phone helpline is for new claims only; questions about an existing claim go through in-app chat.
Marshmallow may ask for
- Name, policy number and date of birth
- What happened, when and where
- Weather and road conditions
- Damage and whether the car can be driven
- Other party's name, phone and registration
Last checked 7 October 2026. Source: www.marshmallow.com. Always check your policy documents.
How Motor Claims Assist can help
Fewer people to chase and clearer next steps, where eligible and subject to your circumstances.
Vehicle recovery
If your car can't be driven, we can arrange recovery and storage.
Replacement vehicle
Replacement vehicles are provided under a credit hire agreement. This is different from a courtesy car supplied by your insurer: hire charges are recovered from the responsible insurer, and we'll explain the agreement and any circumstances where you could be liable before you sign.
Repair coordination
We can arrange repairs and keep you updated on progress.
Claim communication
For non-fault accidents, we bill the at-fault driver's insurer directly. For fault accidents, costs are billed to your own insurer under your policy. What's available depends on your circumstances and cover.
What happens when you contact us
- 1Tell us what happened.
- 2We explain the support available and the terms that apply.
- 3If you choose to go ahead, we agree the next steps together.
Contacting us does not report the accident to your insurer. Always follow your policy's rules for telling your insurer about an accident.
Useful to have ready
Not essential — you can request a callback without these.
- Date, time and location of the accident
- Your registration and the other vehicle's
- The other driver's name, contact and insurer details
- Photos of the scene and damage
- Witness names and numbers
- Your policy number, if you have it
Marshmallow accident claim questions
Need help with the next step?
Speak to Motor Claims Assist about your accident. Lines are open 24 hours a day, 7 days a week.
Call Motor Claims AssistOther guides: all insurer claim guides · how our service works