Why do I pay you the excess and not the Insurance Company?

The excess on your policy is the first amount liable as part of the cost of vehicle repairs. The majority of insurance companies ask us to collect this excess on their behalf and deduct it from our invoice to them. We require this payment before we can arrange re-delivery of your repaired vehicle.

If I am VAT registered, do I have to pay the VAT on the repairs to my vehicle?


If you have a commercial vehicle policy and have informed your insurer when the policy was taken out that you are VAT registered, you do have to pay the VAT and any applicable excess on the repairs.  You will be invoiced this, and can claim the VAT back on your next VAT return.

This also applies to a personal policy where you have informed your insurer that you are VAT registered. We will advise you of the VAT amount and any applicable excess once the repairs have been completed and the invoice finalised.

Payment is required prior to arranging re-delivery of the repaired vehicle.

Why do I have to pay my excess if the accident is not my fault?

If the at fault insurer has agreed liability, then usually you will not have to pay your excess; however if liability is still in dispute you will have to pay your excess.  We will provide you with a receipted excess invoice, which you will need to send in to your insurer and this will be refunded to you if liability is decided in your favour.

Can you tell me the total cost of repair?

As an approved repairer we are able to carry out the repairs to your vehicle without delay. The total cost is calculated once the repairs are completed and of course we will advise you of this if requested.  This can also be obtained from your insurer.

Can you provide me with a quote for additional non-accident related damage to be completed while my car is in for repair?

Yes we are happy to provide you with private quotation for any additional damage. Please ask when we book your vehicle in and send us some images of the additional damage.

We will email you a quotation and ask for you to confirm in writing. We do ask that you decide to accept or decline the quote as soon as possible because we do not want to delay your accident repairs.




Repair and parts questions

How long will you need my vehicle for the repairs to be completed?

To speed up the repair time we will ask you to send us images of the damage prior to your booking in date. Once we have received the images for the vehicle we can pre-order any required parts and have them ready before your vehicle comes onsite.

Once your vehicle is onsite we will be able to provide you with an Estimated Completion Date (ECD) specific to your repairs, this will take into account any additional parts or labour we might require so that your vehicle is repaired as quickly as possible within the estimated time.

The repair process for insurance claims usually follows the following steps:

  1. Initial Claim
  2. Bodyshop informed
  3. Images Received
  4. Estimated by our engineers
  5. Authorised by Insurer
  6. Booked In
  7. Parts Ordered
  8. Vehicle Arrives onsite
  9. Vehicle re-assessed and ECD Set
  10. Vehicle repaired
  11. Excess Paid
  12. Handover Arranged

This process can be tracked online via our website, so you always know which stage your vehicle is in.

Why do you repair parts and not replace with new?

We will always select the best method of repair for each individual vehicle. In certain cases repairing is indeed the best solution to maintain the structural integrity of the vehicle. All our panel repairs are carried out to high metal finish standard and with plastic repairs, for example bumpers, we repair both inside and outside so that even if the bumper is removed no repair is visible.

If new parts are required – will genuine manufacturer (OE) parts be used?

If your vehicle is under 3 years old all new parts are genuine OE parts. If your vehicle is older than 3 years old then the parts used are either genuine OE parts or Thatcham approved gold standard parts depending on availability. All our repairs are subject to a lifetime warranty and all parts used are subject to the manufacturer’s warranty.

Can you carry out MOT?

Unfortunately we do not carry out MOT as our expertise is accident repairs.

Courtesy car questions

What type of car is the courtesy car?

The majority of our courtesy cars are A or B class manual or automatic vehicles as required by our insurance partners.

These include Vauxhall Corsa, Kia Picanto’s, Skoda Fabias in a variety of colours.

Automatic vehicles are prioritised for customers with an Automatic licence.

All our courtesy vehicles are under 3 years old.

Can I have Diesel courtesy car?

Unfortunately, we do not currently have diesel courtesy car’s.

Can I have a like-for-like vehicle?

The majority of our vehicles are A or B class small vehicles, and in most cases that is what you will be entitled to. However there may be some circumstances when the accident was not your fault, where we can arrange with your insurer to obtain a like-for-like vehicle for you. This is largely dependent on your accident circumstances.



Fix Auto Redhill

17 Holmethorpe Avenue





Tel:  01737 769 777

Opening Times

Monday to Friday 8am - 5.00pm

Weekends and Bank Holidays - Closed




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