Most car insurance providers have a preferred network of repairers they use to fix your vehicle.
Some companies let you choose your own repairer, possibly as an optional add-on.
Your own repairer might be faster and more convenient, but it could make claiming a bigger hassle.
What is choice of repairer in car insurance?
Car insurance policies that offer you a choice of repairer let you choose the mechanic if your vehicle has been damaged. Many comprehensive car insurance policies include a choice of repairer as a policy feature, some don't cover it at all and with others it's an optional add-on. If you don't have a choice of repairer, the insurer will choose the repairer.
Who offers a choice of repairer in Australia?
Here's a list of all the major car insurers in Australia, including if they let you choose your repairer with their comprehensive policy. If it is listed as optional, you'll have pay extra to choose your own repairer.
According to the most recent Financial Rights report, a large number of Australians have had an issue with poor repairs and complaints to the insurer to insist on repairs. 40% of calls came from NSW, according to the report.
Is choice of repairer worth it?
"It's a trade-off between speed and convenience," one of our case studies Samantha Odo says. If you want it done well and quickly, it might be better to use your own repairer. If you don't want to worry about upfront expenses or communication issues between the insurer and the repairer, your car insurer's preferred repairer is probably ideal.
It's an optional extra with a handful of car insurers including Budget Direct and QBE. If you choose this add-on, you can expect to pay approximately 10–20% more for a policy, according to our research.
Pros of choosing the repairer
Can be faster as there's less chance of a backlog
Can be closer to home than the insurer's repairer
You can go with a repairer you know and trust
Cons of choosing the repairer
Repairer's guarantee only – not the lifetime guarantee you get with the insurer's repairer
You may need to pay upfront and wait for the insurer to reimburse you
You may need to negotiate the price with the repairer, not the insurer
Car insurance customers' experiences
The process went relatively smoothly because the repairer was familiar with the insurance company's requirements and standards. They assessed the damage quickly, and there was little paperwork to deal with, which was a relief. The overall repair quality was good, and they used genuine parts, so I didn't have to worry about subpar substitutes. The only disadvantage I noticed was a slight delay in the completion of the repair. It took a little longer than I had anticipated. That's probably because the repair shop was swamped with other insurance-related jobs. However, using the insurer's repairer made the entire claim process easier. It's a trade-off between speed and convenience, but it ended up working out well for me.
Samantha Odo, used choice of repairer
The repair shop assessed the damage quickly and provided a detailed repair estimate. They also communicated directly with my insurance company, making the entire process more efficient. The repairs were completed on time, and the quality of the work was excellent. I felt like I made the right decision by hiring a reputable repairer, as it provided me with peace of mind throughout the process.
Benedict Ang, used choice of repairer
My experience using the insurer's recommended repair shop was a mixed bag. On the positive side, the process was very convenient. The insurance company provided me with a list of their preferred repair shops, and I chose one in my area. They were familiar with the insurance procedures, which meant less hassle for me. The repair shop had a direct billing arrangement with the insurer, so I didn't have to pay out of pocket and then wait for reimbursement, which was a relief.
However, the downside was that I felt like I had limited control over the repair process. The repair shop's communication left a lot to be desired. They didn't keep me well-informed about the progress, and I had to make several calls to get updates. This lack of transparency was frustrating, and I felt somewhat in the dark about what was happening with my car.
The quality of the repair work was decent, but I couldn't shake the feeling that I might have received better service and communication had I chosen my own trusted repairer. The entire experience made me realise the importance of clear and consistent communication during the repair process, and the value of having the freedom to choose a repair shop based on my own experiences and preferences.
In the future, I might be more inclined to use my own repairer, even if it involves more paperwork and potentially paying upfront.
If you choose your own repairer, the lifetime guarantee may not always apply. Make sure you check the car insurer's product disclosure statement (PDS) to find out about the conditions. In many cases though, if the insurer authorises a repair, it will offer a lifetime guarantee.
If you are not happy with repair work, speak with the repairer and give them a chance to fix the issue. Don't just take your car to another repairer. If you're still unhappy, contact your insurer.
If the job was done by your insurer's repairer, you can contact the insurer directly. If the problem still isn't resolved, you can make a complaint to AFCA.
If your car can't be repaired or the cost of repairing it is more than the car's value, it will be deemed a total loss. If you have a comprehensive car insurance policy, you'll be paid the agreed or market value of the car, depending on your policy.
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To make sure you get accurate and helpful information, this guide has been edited by Tim Bennett as part of our fact-checking process.
Gary Ross Hunter has over 6 years of expertise writing about insurance, including life, health, home, and car insurance. Having reviewed hundreds of product disclosure statements and published over 800 articles, he loves simplifying complex insurance topics for everyday readers. Gary has contributed to major outlets like Yahoo Finance, The Sydney Morning Herald, and news.com.au, and holds a Bachelor of Arts (Honours) in English Literature from the University of Glasgow, along with a Tier 2 General Advice certification, ensuring his work adheres to ASIC’s RG146 standards. See full bio
Gary Ross's expertise
Gary Ross has written 615 Finder guides across topics including:
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