Excess and Payment Questions

Why do I pay the excess to you, rather than the insurance company?
The excess on your policy represents the portion of the repair cost you are responsible for. Most insurance companies instruct us to collect this excess directly from you and deduct it from the final invoice. This payment must be made before we can arrange the return of your repaired vehicle.

If I am VAT registered, do I have to pay VAT on the repairs to my vehicle?
Yes, if you are VAT registered, you will need to pay VAT on the repairs.
For commercial vehicle policies, if you have informed your insurer that you are VAT registered, you will be invoiced for the VAT and any applicable excess. You can reclaim the VAT on your next VAT return.
The same applies if you hold a personal policy and have informed your insurer of your VAT registration status. We will notify you of the VAT amount and any excess due once the repairs are completed and the final invoice is issued.
Please note, payment is required prior to arranging the re-delivery of your repaired vehicle.

Why do I have to pay my excess if the accident was not my fault?
If liability has been accepted by the at-fault insurer, you typically will not have to pay your excess. However, if liability is still being disputed, you will need to pay the excess. Once liability is determined, we will issue you with a receipt for the excess, which you can submit to your insurer for a refund, should the liability be decided in your favour.

Can you tell me the total cost of the repair?
As an approved repairer, we can begin repairs on your vehicle immediately. The total cost of the repair will be calculated once the work is completed. We will notify you of the final cost upon request. You can also obtain an estimate directly from your insurer.

Can you provide a quote for additional, non-accident related damage to be repaired while my car is in for accident repairs?
Yes, we can provide a private quote for any additional damage you wish to repair while your vehicle is undergoing accident repairs. Please inform us when booking in your vehicle, and if possible, provide images of the additional damage. We will email you a detailed quotation for approval. We ask that you confirm your decision promptly to avoid delays in the accident repair process.

Repair and Parts Questions

How long will you need my vehicle for repairs?
To streamline the repair process, we encourage you to send us images of the damage prior to your booking date. This allows us to pre-order necessary parts and have them ready for your vehicle’s arrival.
Upon arrival, we will re-assess the damage and provide you with an Estimated Completion Date (ECD), taking into account any additional parts or labour required.
The typical repair process follows these steps:

1. Initial claim submitted
2. Bodyshop notified
3. Damage images received
4. Estimate completed by engineers
5. Authorisation from the insurer
6. Vehicle booked in
7. Parts ordered
8. Vehicle arrives onsite
9. Re-assessment and ECD set
10. Vehicle repaired
11. Excess payment received
12. Handover arranged

Why do you repair parts instead of replacing them with new ones?
We always choose the most appropriate repair method for each individual vehicle. In some cases, repairing the damaged part is the best solution to preserve the vehicle’s structural integrity, value, and performance. Our panel repairs are carried out to a high standard, and for plastic components like bumpers, we ensure both internal and external repairs are made, leaving no visible marks after removal.

If new parts are required, will genuine manufacturer (OE) parts be used?
For vehicles under 3 years old, we use only genuine Original Equipment (OE) parts. For vehicles older than 3 years, we use either genuine OE parts or Thatcham-approved gold standard parts, depending on availability. All parts used in repairs are covered by a lifetime warranty and are backed by the manufacturer’s warranty.

Can you carry out MOTs?
We do not conduct MOT tests, as our expertise is focused solely on accident repairs.

Courtesy Car Questions

What type of courtesy car will I be provided?
Our courtesy cars are typically small vehicles from A or B classes, such as Vauxhall Corsa, Kia Picanto, and Skoda Fabia, in both manual and automatic options, as required by our insurance partners.
All our courtesy cars are under 3 years old. Automatic vehicles will be prioritised for customers with an automatic licence.

Can I have a diesel courtesy car?
Currently, we do not offer diesel courtesy cars.

Can I have a like-for-like courtesy car?
In most cases, you will be provided with an A or B class vehicle. However, if the accident was not your fault, we may be able to arrange a like-for-like vehicle with your insurer, depending on the circumstances of your claim.