Frequently Asked Questions

Can you estimate how long the repair will take and could any delays arise during repair to make this change?

Normally we can. However sometimes an insurance company may not agree with all aspects of the estimate and this can mean an engineer may need to inspect the vehicle to approve the work. Sometimes, delays result as a result of manufacturer’s parts not being available, or may be subject to backorder (usually non-UK stock). Also, once the repair is under way, it’s possible that additional work is identified during the course of the repair above and beyond the original estimate, which may need further authorisation by the insurance company before the work can be continued.

What payments am I likely to be responsible for before my car is returned?

• Depending upon your insurer, you may be liable for a fee in relation to your excess, which will be stipulated by them
• If you are registered for VAT there may be a charge
• If you cause any damage to a courtesy car (if applicable) whilst in your care
• Any additional private work you may request
• Any costs under the Road Traffic Acts (e.g. fines etc)
• Depending upon circumstances, there may be a charge for non-return of a courtesy car within 24 hours of being informed of vehicle completion.
• Similarly, a storage charge may be made if your repaired vehicle isn’t collected within a reasonable period

Is it possible that the insurance company will not approve all items of repair and if this happens, what can I do about it?

Yes, this can happen. We are totally governed by the insurance company and can only undertake the work approved by them; if you disagree with their decision, it is important to take it up with them and contact them immediately. If the insurer remained insistent that the work was unrelated to your claim then we can still carry out additional work, however this would be at your own expense.

How quickly can I get the repair arranged and can I have a courtesy car straight away?

As soon as your insurer approves the estimate sent to them by us we can make a start on your repair. We have a contractual obligation to make sure your estimate is sent to your insurer within a working day (or 8 hours) of examining your vehicle. They must respond back to us within 48 hours and we cannot start work until we have this approval. If you are entitled to a courtesy car (all insurers are different), this means it could take as long as 3 days before we could provide you with a vehicle or longer if the period includes a weekend.

Can I have a courtesy car as a matter of course?

Not necessarily. This would depend on who your insurer is and your terms of contract with them. You would need to check your policy details and then clarify again to see at what stage you are entitled to a courtesy car. Insurers all have different stipulations, e.g. some will provide a courtesy car before a repair is authorised, others will only allow you to have a car once the damage has been estimated & the repair authorised. If your vehicle is a total loss (irreparable) then there is usually NO entitlement to a car once this has been established and you may be required to return a courtesy car that you have already been provided with.

To have a courtesy car taken off you when you most need it seems very unfair?

We agree. However it is something that is out of our control as it is your insurer who makes this stipulation. It may be that in a non-fault accident, you may be able to hire a vehicle and claim those charges back from the 3rd party insurer but you should check with your insurance company before you go ahead with this.

Will you collect my car and bring me a courtesy car and can I choose when this will take place?

Yes, we can offer this service and would always liaise with you first to try and fit in with whatever time suits you best. Of course we cannot cater for weather or traffic conditions but our drivers all carry mobiles and would ring you to advise if there was any delay. We will deliver and pick up from any address you stipulate (within our postcode area), including your place of work.

Who is responsible for insuring the courtesy car?

This depends on which company you are insured with and this is something you would need to confirm with your insurer. With some companies, you get automatic cover but others will require you to contact them to arrange this and again, depending upon whom the insurer is will depend on whether there will be any charge for this.

Can I have a courtesy car if I am only insured 3rd party or if I'm not making an insurance claim?

Insurance companies do not usually offer this provision to customers who only have 3rd party cover and it is not a service we are able to provide. We could arrange for vehicle hire on your behalf but this would be at your own expense.

Can I have like for like vehicle while mine is being repaired?

Not as an automatic right. There are exceptions, but most insurance companies only stipulate the provision of a grade A vehicle. Our fleet consists of 3 and 5 door hatchbacks. If you would like an upgrade, this can be accommodated but there would be a daily charge for which you would be liable. In a non-fault accident, it may be that you could claim this back from the 3rd party insurer but it would be your responsibility to check this out first.

What kind of guarantee do you offer in relation to the work carried out to my vehicle?

We offer a guarantee for a minimum period of 36months, or the remainder of the manufacturers warranty, which ever is longer.

What happens if I am not satisfied with any aspect of the repair?

In the first instance, we would review the repair to determine whether there were grounds for concern and if we agreed there was work that needed redressing, this would be carried out at no cost to you. If however, there were a difference of opinion then your insurers engineer would be involved and he/she would attend to carry out a further inspection.

If there are any other questions or queries you may like answering that have not already been covered in this session, please do not hesitate to contact us either by telephone (0161 320 1010), or by completing the form in the ‘Contact Us’ section of the website and we will respond to your query as soon as possible.

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