Demand a choice of repairer

Your car has been in a prang. Now what? Maybe the accident was your fault, maybe it wasn't. Either way, you want to get back on the road as soon as possible.

So, you call your insurer and follow their instructions. That's the fastest, easiest and best way to get your repairs carried out, right?

Well, not always.

Most comprehensive insurance policies in Australia now feature a 'choice of repairer'. That means it's your right to choose who works on your car. And, depending on who you nominate, you may be able to get faster, more conveniently located, or more specialised repairs.

What are insurer-preferred repairers?
Insurance providers regularly partner with select motor vehicle repairers in order to ensure repairs are carried out at a consistent speed, quality and cost.

By developing relationships with chosen repairers, insurance providers can minimise the risk associated with unknown repairers, while enhancing their bargaining power.

Over the course of a year, an insurer may provide a repairer with dozens of jobs, and this gives the insurer leverage to dictate certain standards in terms of quality and quoted price.

Insurers regularly refer to their affiliated repairers as 'preferred repairers', and they often encourage policyholders to use them.

Preferred repairers aren't always best
The preferred repairer may be right for your insurer, but that doesn't mean they're right for you, the policyholder.

For example, the insurer's nominated repairer may not be located near your home or work, or they may not be able to book you in promptly, particularly if there's a backlog of work.

Similarly, if you're driving a specialist vehicle, such as a prestige car, then the insurer-nominated repairer might not have the knowledge or equipment to carry out work to the manufacturer standards.

This is why choice of repairer matters. With a choice of repairer, if you are unhappy with the insurer's preferred repairer for any reason, then you are entitled to choose another.

It's your right to choose who works on your car
If your policy includes choice of repairer, then it is your right to choose your mechanic or panel beater.

When you contact your insurer, their phone staff may encourage you to go with a preferred repairer. They may even try to sell you on the benefits. But, ultimately the call comes down to you.

Don't let your insurer intimidate you, if you believe you've found a more suitable repairer, then back yourself and go with them.

Let your chosen repairer do the work
Your chosen repairer will need to do a bit of back and forth with your insurance provider.

For example, they are required to provide a quote to your insurer before any work takes place. This is so the insurer can compare the price against that of their preferred repairer.

If the repairer is interested in your business, then they will take care of this for you. If they ask you to negotiate with the insurer yourself, it may be worth looking into other repairers.

The downside? You could pay more.
Your insurer will compare the quote provided by your chosen repairer against a quote from their preferred repairer.

If your insurer believes the preferred repairer could do the work for a lower price, then they may charge you the difference or raise your excess accordingly.

This is not always the case. Your insurer could approve the quote as is. However, it is important to understand all charges before committing to the work.

Insurer vs. repairer guarantee
Insurers guarantee repairs carried out by preferred repairers. Alternatively, they may not guarantee work carried out by your chosen repairer.

Should there be any issues with the repairs, then you will be relying on your repairer's guarantee, not your insurer's.

Therefore, should you chose your own repairer, you'll need to familiarise yourself with their guarantee. Depending on their guarantee, you may find that it's just as comprehensive as your insurer's.

Will I get a hire car?
One of the most commonly unexpected expenses associated with smash repairs is rental car costs.

If your insurer does not provide a hire car as part of your policy, then you could find yourself significantly out of pocket because of temporary vehicle hire costs.

The good news is that many repairers offer a hire car as part of their service. Choose a repairer that offers that option and you could save yourself a sizeable sum.

The choice is yours
It's your car. You decide who works on it.

If you're unsatisfied with your insurer's preferred repairer or if you know a more trusted specialist repairer, then you do not have to settle for second-best.

While there are additional considerations when choosing your own repairer, you may find that by doing so, you are able to get a more suitable solution.

So, don't let your insurer dictate terms, choose the repairer that you want.