How an insurance repair works

An insurance repair has more steps than a private one, because your insurer has to agree to the work before it starts. Knowing the order makes the wait easier, and helps you spot what you can do to keep things moving.

Lodge your claim

Your claim starts with your insurer, usually by phone or online. Have your policy number, the other driver's details and your photos of the damage ready. Your insurer will give you a claim number, so keep it handy for every conversation that follows.

Your insurer may allocate the repair to a repairer, or your policy may let you ask for one. If you want a say, raise it now. Our guide to choice of repairer explains what to check.

Assessment

The damage is inspected and the repair is priced. Some of what you can see leads to work you cannot see, such as a cracked bracket behind a bumper, so a first estimate can change once a car is stripped down.

Insurance approval

The quote and photos go to your insurer. Repairs start once they are approved. If more damage turns up later, the extra work usually needs approval as well, which can add time.

Repairs

Parts are ordered, panels are repaired or replaced, and the car is painted and put back together. Our guide to panel beating walks through the workshop steps.

Timing depends on the damage and on parts availability, so be wary of anyone who promises a fixed date before the car has been stripped down. We give you a realistic timeframe with your quote and keep you updated.

Collection

When the work is finished, you collect your car. Your policy sets whether an excess applies and how it is paid, and your insurer can confirm this for your claim. Check the repair over before you drive away, and ask about anything you are not sure of.

What about the warranty?

Eligible insurance repairs at Jack Hillermans carry lifetime cover. Read how lifetime cover works, or ask us which terms apply to your repair.