If you’ve recently been in an accident, the first and most important thing is that everyone’s safe. Once that’s sorted, the next big question many people ask us here at South Motor Body Works is, “Do I have to use my insurance company’s repairer, or can I choose my own?”
It’s a question we hear all the time. The truth is, if you’re not at fault in an accident, you have the right to choose your own repairer. But it depends on your insurance policy, some insurers make it easy, while others don’t. So let’s unpack what you need to know before you hand over your keys.
Understanding “Choice of Repairer” in Australia
Every car insurance policy in Australia falls into one of two camps when it comes to repairs. Some policies give you what’s called choice of repairer, which means you can nominate your preferred workshop to carry out the smash repairs after an accident. Others restrict you to using one of the insurer’s own “approved” or “preferred” repairers.
The only way to know which one applies to you is to check your Product Disclosure Statement, often called the PDS. It’s the document that sets out all your rights and conditions under your insurance policy. You can find it online or by calling your insurer directly. If “choice of repairer” is mentioned, that means you have the right to choose who fixes your vehicle.
What Does “Approved Repairer” Actually Mean?
Most insurers have a list of workshops they call their “approved” or “preferred” repairers. These are businesses that have agreements with the insurer to handle repairs at set rates. The idea is that it helps the insurer manage costs and speed up the claims process.
There’s nothing inherently wrong with using an approved repairer, but it’s important to understand that their main relationship is with the insurer – not necessarily with you. The repairer may have to follow the insurer’s pricing or parts guidelines, which can sometimes mean aftermarket or reconditioned parts instead of new ones.
At our body shop in South Melbourne, we often see customers who prefer to have a smash repairer they know and trust, someone who’ll take the time to explain what’s being done to their car and ensure the quality of the workmanship.
Your Right to Choose Your Own Repairer
In Australia, there’s no law that forces you to use an insurer’s chosen repairer. However, your ability to choose depends on what’s written in your insurance contract.
If your policy includes “choice of repairer,” then your insurer must allow you to select your own workshop. They can still ask to review your repairer’s quote, but they can’t insist you use one of theirs just for convenience.
If your policy doesn’t include that option, the insurer has more control over where your car goes.
How It Works When You Choose Your Own Repairer
Let’s say you were to proceed with South City. When lodging an insurance claim to choose your own repairer, the process usually looks like this:
You contact your insurer to lodge a claim and let them know you’d like to nominate South City Motor Body Works as your preferred repairer. Once the claim has been processed, we would receive a request to provide a quote.
We then submit an estimate and supporting images directly to the insurer for assessment. In most cases, the assessor reviews the images and completes the assessment remotely, without needing to physically inspect the vehicle.
However, in some situations, an assessor may still be required to inspect the damage in person. Once the insurer is satisfied that the scope and cost of repairs are fair and reasonable, they authorise the repairs to proceed.
Why Some People Prefer Their Own Repairer
Many drivers tell us they prefer choosing their own repairer so they have more control over the repair process. By choosing your own smash repair specialist, you get to work directly with the people fixing your car. You can visit the workshop, talk to the technicians, and understand exactly what’s being done.
When choosing your own repairer, look for one with a strong reputation, specialised experience, and convenient location. That’s the kind of transparency and personal service we value at South City Motor Body Works – and it’s something larger insurer-run operations often can’t match.
While the parts used are often determined by your policy’s PDS (especially if you’re at fault), choosing your own repairer can still give you more confidence in the workmanship and communication throughout the repair.
How to Check What You’re Entitled To
Before you make a claim, take a few minutes to review your policy documents or call your insurer. Ask these simple questions:
- Does my policy include “choice of repairer”?
- Are there any conditions or limits if I choose my own workshop?
- Will you still guarantee the repairs if I go with my preferred repairer?
Getting these answers upfront can save you from surprises later on.
The Bottom Line
You often can choose your own repairer after an accident – especially if your insurance policy includes that option. If it does, you’re free to bring your car to a trusted local smash repair workshop like ours in South Melbourne.
Your car is one of your biggest investments, and you deserve to have it repaired properly. Whether you not at fault accident repairs, after a minor scrape, or require smash repairs through your insurance, at South City Motor Body Works, we’re here to help you through the process, deal with the insurance side, and make sure your vehicle is repaired to a standard we’d be proud of ourselves.
If you’re not sure what your policy allows, or you’d just like some advice before starting a claim, feel free to give us a call or drop by. We’ve helped plenty of South Melbourne locals navigate the insurance process, and we’re always happy to explain your options – no pressure, and no nasty surprises.
Request a free appointment today or contact us today for more information.
