Frequently Asked Questions

Have a question about your repair? Before getting in touch, you can read the
FAQs below to see if they answer your query!

How will I be kept updated on my repair’s progress?

The insurer, fleet, or accident management company looking after your claim will keep you updated throughout the repair process. We make sure they have all the information they need by updating our shared systems regularly. We’ll contact you directly to assess your vehicle and arrange collection and delivery. All other updates will come from the company that referred you to us.

How long will it take for my vehicle to be repaired?

Every repair’s duration is different, depending on the amount of work involved and any parts needed. We’ll be able to give you a good estimate of the repair time once we’ve completed our initial assessment.

Will I be provided with a courtesy car during my repair?

This depends on the details of your insurance policy – please check with our team when they contact you to arrange the initial vehicle assessment. If you are entitled to a replacement vehicle, you will either be allocated one of our courtesy cars or your insurer, fleet or accident management company will arrange a rental vehicle.

Will I need to pay excess on my vehicle’s repair?

Excess is part of your insurance policy, so it depends on the terms and conditions of the policy you purchased. It’s a set amount of money that you’ve agreed to pay towards the cost of any claim on the policy. If you have a question about your excess, or feel it is unreasonable, you need to discuss this directly with your insurer.

Why are parts taking so long to arrive for my vehicle?

Unfortunately, like many industries, vehicle parts supply chains have been affected by shortages and delays caused by global manufacturing and shipping issues. Many parts that would previously have been available in a few days are now taking longer to arrive.

We’re sorry for the inconvenience this causes! We’re working hard with our sister company, Activate Parts, to overcome the issue, but in some cases we have to wait for more parts to be manufactured and shipped before we can complete a repair.

Do I need to do anything to get my car ready for collection?

We suggest you remove your belongings from the vehicle – especially things like car seats, umbrellas and shopping bags that may come in handy while the vehicle is on site.

If you have a specific query about your repair that isn’t answered above, or would like an update, get in touch with our sites below: