Frequently Asked Questions

Find solutions to the most frequently asked questions about our services.

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

The excess on your policy is the first amount liable as part of the 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 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 VAT and any applicable excess on the repairs. You can reclaim the VAT 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 in finalised.

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

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 to your insurer and this will be refunded to you if liability is decided in your favour.

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 if this is requested.

Yes, we are only too happy to provide you with a quotation for any additional damage. Please ask when we book your vehicle in and send us some images of the additional damage. Alternatively, this can be discussed with the vehicle damage assessor when you drop your vehicle off with us.

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.

Yes, all parts used for the repair of your vehicle will be genuine OE parts unless your vehicle is of an age where that genuine part is no longer available. If the vehicle requires a part that is no longer available from the manufacturer, we will source the part from one of our reputable suppliers but we will inform you if this is the case.

As soon as your vehicle has been assessed by one of our vehicle damage assessors we will send a quotation for the repair to your insurer. As soon as the insurer authorises the repair we will then purchase the parts for your repair. The process to gain authorisation is approx.2-3 days, the purchase of parts depending on the make and model of your car can take up to2 weeks, but we aim to book your car in for repair as soon as the parts are available. The length of repair will depend on the extent of the damage. However when we have your car with us we will be able to provide you with an estimated completion date (ECD). We aim to repair your car as soon as possible and will always try to exceed the ECD.

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 of our panel repairs are carried out to a 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.

In our accident repair centres we carry out both cosmetic and structural repairs and can rectify even quite extensive damage provided that the structural integrity of your vehicle has not been compromised.

Unfortunately, we do not carry out MOT, our area of expertise is with accident repair.

The majority of our courtesy cars are A or B class manual vehicles as required by our insurance partners, however we do also have a limited number of automatic A or B class vehicles.

We have both diesel and petrol vehicles, the type that you get will depend on availability but we will try to accommodate as best we can.

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 on your accident circumstances and a decision that only your insurer can make.

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