We've answered some of your most frequently asked questions around courtesy cars below. Please note: A courtesy vehicle will not be provided if you have purchased a Marshmallow Lightest policy unless you have purchased this as a policy add-on.
What is a courtesy car?
A courtesy car is a temporary vehicle offered by our approved repairers for use while your own car is being repaired. Courtesy cars are subject to availability and offered free of charge as part of your Marshmallow policy.
Will I get a courtesy car if my car is repaired by my own garage?
Courtesy cars are provided by our approved repairers so if you choose to use your own garage we will not provide you with one.
Will I get a courtesy car if my car breaks down?
Courtesy cars are available in the event of an accident, so we do not provide one if your car breaks down.
When will I receive my courtesy car?
You will be eligible to receive a courtesy car once all the parts needed to repair your car are available, the car has been taken into one of our approved garages and the work has been authorised by an engineer. Unfortunately, there are currently nationwide supply chain issues that have impacted garages all over the country. This may lead to a delay in receiving your courtesy car.
How long can I keep the courtesy car?
You will be able to keep the courtesy car for as long as it takes to get your car repaired & returned to you in a roadworthy condition.
Do I need to arrange separate car insurance to cover the car?
No, you won't need any extra car insurance. You'll be fully covered under exactly the same terms as your current Marshmallow policy. There is no additional charge for this.
What type of courtesy car will be provided?
Our aim is to keep you mobile rather than give you a like-for-like replacement for your car. The courtesy car will normally be a small hatchback of less than 1200cc.
When won't I be entitled to a courtesy car?
We can't provide a courtesy car if:
- Your car has been stolen.
- Your car is beyond economic repair (i.e. the cost to repair the car means it would make more sense to replace it.)
- Your car is being repaired by a garage that's not on our approved repairer list.
- You are making a windscreen or glass claim (windscreen and glass claims are for Marshmallow Original and Plus customers only).
If you have a Marshmallow Plus plan, your courtesy car offering is upgraded to include theft or total loss claims.
For any more info, please refer to Section 8 of your Policy Wording document, which can be found inside your Marshmallow account or via the app.
For any further questions, get in touch with our customer support team via Live Chat.
