An insurance repair can feel complicated because several parties may be involved: you, the insurer, an assessor, the repairer and sometimes a towing or replacement-vehicle provider. The exact process depends on your policy and the damage, but the usual stages are consistent.
1. Check your cover and repair arrangements
Start with the Product Disclosure Statement and policy schedule. Confirm the type of cover, excess, exclusions, agreed or market value, towing provisions, replacement transport and any terms governing repairer choice. Moneysmart notes that comprehensive insurance generally covers damage to your car and other people’s vehicles or property, but individual policies differ.
Do not judge the extent of accident damage from the surface alone. A professional assessment can identify areas that need further investigation and help establish the repair scope before work is authorised.
2. Lodge the claim
Contact the insurer using its nominated claim channel. You may be asked for the policy number, date and location of the incident, driver and third-party details, a description of what happened, photographs and a police report number where applicable. Keep the claim number and a copy of everything submitted.
Lodging a claim is not the same as authorising every repair decision. Ask what happens next, who will assess the vehicle and whether the policy permits you to nominate a repairer.
3. The vehicle is inspected and an estimate is prepared
A repairer records the visible damage and prepares an initial repair plan or estimate. This can include labour operations, replacement parts, refinishing materials, scans, wheel alignment, calibration and outsourced specialist work where required.
An estimate made before dismantling may not reveal every damaged component. Once trim, lamps, bumper covers or panels are removed, the repairer may find additional damage. That is why an initial estimate can be revised through a supplementary assessment.
4. The insurer assesses and authorises the scope
The insurer reviews whether the event is covered and evaluates the proposed repair against the policy and applicable repair arrangements. It may ask for more information or discuss the scope with the repairer before authorisation. Timing can depend on assessment availability, parts supply and whether supplementary damage is found.
The Motor Vehicle Insurance and Repair Industry Code of Conduct is intended to support fair, transparent dealings between repairers and insurers. The Code does not replace your insurance contract, so your policy remains essential reading.
5. Repairs follow the approved plan and vehicle requirements
After approval, the repairer orders parts and schedules the work. Depending on the collision, this may involve dismantling, measuring, structural or non-structural repair, panel replacement, corrosion protection, paint preparation and refinishing, reassembly, diagnostics and calibration.
Repair decisions should be based on the damage, material involved and the vehicle maker’s current repair information. VicRoads expressly requires manufacturer repair instructions when repairing a written-off vehicle, and the broader principle of following vehicle-maker procedures is also central to I-CAR collision-repair guidance.
6. Quality checks happen before handover
Final checks should match the work performed. They can include panel fit, finish, operation of lamps and accessories, diagnostic post-scans, wheel alignment, ADAS calibration and a road test where prescribed. Ask the repairer what was tested and whether any calibration or specialist work was required.
Questions worth asking during the claim
Ask who is responsible for updates, whether the estimate is preliminary, which parts are proposed, what could affect timing, how supplementary damage will be handled, what warranty applies and what documents you will receive at handover. Clear answers early can prevent surprises later.
How Bell Automotive Group can help
Bell Automotive Group works with major insurers and helps customers move from assessment through to completed repair. We explain the repair process, communicate about approval and parts issues, and focus on restoring the vehicle with the appropriate equipment and repair methods.
Speak with our Preston repair team on (03) 9478 8370 or our Thomastown repair team on (03) 9462 2234. For other areas, view our workshop locations.
Related reading: Can You Choose Your Own Smash Repairer in Victoria? and Panel Repair vs Replacement: How the Decision Is Made.
Sources
Moneysmart: Choosing car insurance and Making an insurance claim
Motor Vehicle Insurance and Repair Industry Code of Conduct
VicRoads: Repairing a written-off vehicle and I-CAR Australia: Best practices in collision repair
General information only. Cover, excesses, repairer arrangements and claim decisions depend on the individual policy and circumstances.