Many drivers assume they can always choose any smash repairer—or that an insurer can always decide for them. Neither statement is universally correct. In Australia, the practical answer usually depends on the terms of the motor insurance policy you bought.
The short answer: check your policy
Some comprehensive motor policies include a choice-of-repairer feature. Others use an insurer network, require insurer approval, limit what the insurer will pay when you nominate a repairer, or apply additional conditions. There is no substitute for reading the current Product Disclosure Statement, policy schedule and any supplementary terms.
Moneysmart recommends comparing policy inclusions and exclusions because cover can vary substantially between insurers. Choice of repairer is one of the features worth checking before you buy—not only after a collision.
What “choice of repairer” can mean
If your policy permits you to nominate a repairer, the insurer may still need to assess the damage and authorise the scope and cost before work begins. A nominated repairer may prepare an estimate and discuss repair methods with the insurer, but approval remains governed by the policy and claim decision.
Do not assume that selecting a repairer means every proposed cost will automatically be covered. Ask whether there are limits, extra contributions, assessment requirements or warranty differences. Request the answer in writing if it will affect your decision.
If the insurer recommends a repairer
Insurers often maintain repair networks to manage assessment, authorisation and service standards. A recommendation can make administration simpler, but you can still ask questions about the repair facility, proposed parts, repair methods, timing, warranty and how concerns will be handled.
The General Insurance Code of Practice states that when an insurer selects and directly authorises a repairer, the insurer accepts responsibility for the quality of that repairer’s work and materials and handles relevant complaints through its complaints process. Check whether your insurer subscribes to the Code and how the provision applies to your claim.
Before nominating a repairer, ask these questions
Does my policy include choice of repairer? Ask the insurer to identify the relevant policy wording.
Does the repairer have suitable capability? Modern collision work may require structural measuring, material-specific repair methods, diagnostic scanning, ADAS calibration and controlled refinishing.
Will vehicle-maker repair information be used? The appropriate decision can vary by model, material, damage location and manufacturer instruction. I-CAR guidance repeatedly emphasises following current vehicle-maker procedures.
Who warrants the repair? Ask for the warranty terms and whether responsibility differs between an insurer-selected and customer-nominated repairer.
Who will keep me updated? Clear communication about assessment, approval, parts and supplementary damage is as important as the initial estimate.
What if the insurer and repairer disagree?
Ask both parties to explain the disputed item in plain language and in writing. The Motor Vehicle Insurance and Repair Industry Code of Conduct provides a framework for dealings between repairers and insurers, while your policy governs the contract between you and the insurer.
If you are unhappy with a claim decision or repair outcome, use the insurer’s internal dispute-resolution process. If the matter remains unresolved, the insurer should explain any external dispute-resolution avenue available. Independent legal or consumer advice may be appropriate for a significant dispute.
Choose capability, not just convenience
A useful repair conversation should cover more than price. Ask how hidden damage will be identified, whether scans or calibrations may be needed, how the correct repair procedure is selected, what parts are proposed and what final checks will be documented.
Bell Automotive Group provides collision repair and insurance-claim support across multiple locations. If your policy allows you to nominate a repairer, our team can inspect the vehicle, prepare an estimate and help you understand the steps that follow. If your policy restricts repairer choice, we can still help you identify the right questions to ask your insurer.
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: Insurance Smash Repairs: How the Process Works and What to Do After a Car Accident in Victoria.
Sources
Moneysmart: Choosing car insurance
General Insurance Code of Practice
Motor Vehicle Insurance and Repair Industry Code of Conduct and I-CAR Australia: Best practices in collision repair
General information only. Policy wording and claim circumstances determine the options available in an individual case.