The repairer question is best handled before work is authorised. Your policy wording, the claim circumstances and the insurer’s process all matter, so clear questions are more useful than assumptions.
Start with your policy documents
Your policy schedule and Product Disclosure Statement set out the terms that apply to you. Look for language about repairer choice, preferred repairer networks and the claims process.
Understand each person’s role
A repair process can involve the vehicle owner, insurer, assessor and repairer. Ask who writes the repair method, who approves it and who is responsible for the final result.
- Who prepares the estimate or repair scope?
- Who approves repair changes if further damage is found?
- Who is your point of contact for updates?
Keep decisions in writing
If the pathway is unclear, ask for the next decision and any relevant terms in writing. It is easier to compare options when the information is clear and consistent.
Keep these close.
- Read the policy wording relevant to repairer choice
- Ask who prepares and approves the repair method
- Keep approvals and claim details together
- Clarify the next decision before authorising work
This article is general information only. Insurance policies, vehicle condition and repair plans can involve details specific to your situation.