Got a question about car repairs, insurance or the service we provide? See if you can find the answer amongst our most frequently asked questions.
Do I have to use the approved repairer suggested by my insurer?
No – it’s entirely up to you who carries out your repair. While your insurer may try and convince you to use their approved repairer, the choice is yours as the policyholder. Insurers have to be seen to treat customers fairly, as they are governed by the Financial Conduct Authority (FCA).
I wasn’t to blame for the accident – is there any reason why I’d have to make a claim on my policy?
If you are not to blame for the accident, there is no reason why you should have to claim on your own policy. We can be given access to repair your vehicle via the insurance company of the person who is at fault. We can also provide you with a like for like vehicle while yours is being repaired, and we can prevent you from paying any excess. Should you have to make any other payments out of your own pocket, we can help you to get reimbursed.
Will you repair all the damage that I tell you about?
When it comes to handling insurance claims, we are governed by the insurance company. This means that we can only carry out work which is approved by them. If you’re not satisfied with the decision made by the technician, it’s crucial you speak to your insurance company.
Is it possible for you to carry out additional work at the same time?
Absolutely – it can save you money to take this approach. If you require additional work speak to one of our helpful technicians so they can put a quote together for you.
What should I do with my personal possessions?
Please remove personal possessions from your vehicle before it arrives with us. We look after all vehicles very carefully, but we operate a busy bodyshop and we’re unable to accept responsibility for personal items, so it’s best that they remain safely with you.
Is there anything you will require when working on the vehicle?
Occasionally we may have to disconnect batteries or remove wheels during the repair process. We will require any radio codes, immobiliser codes, key control units or wheel locking nut keys for this.
What happens if you need to pay excess?
Your insurance may come with compulsory or voluntary excess. The agreed amount will need to be paid directly to us. The amount of excess could differ if a driver who is not the policyholder was in control of the vehicle when the accident occurred.
What is a collection note?
If you’re claiming the cost of a repair from an insurance company, a collection note will need to be signed once the work is complete. This confirms to the insurance company that the work has been carried out and you have collected the vehicle. Your statutory rights are not affected.
What will happen if my car is written off?
Usually your insurer will guide you through a settlement process, but please ask one of our team if you have any questions.
How long will it take to repair my car?
This is entirely dependent on the damage. We will provide you with an estimated repair time when we have viewed your car and will keep you informed throughout the process.
What do you do with waste paint and materials?
We take environmental issues seriously and ensure that excess paint and materials are disposed of responsibly, complying with the latest legislation. Equally, we care for the health of our staff, and we keep the workshop clear of dust with suitable extraction units.