The short answer
It depends on who you’re claiming from and what your policy says. If another driver caused the crash and you claim from their insurer, you can usually choose your repairer. If you claim on your own policy, check your policy: some let you choose, some let the insurer choose, and some let you choose from a list. Not sure? Ask us about your options before your car is moved.
This guide gives general information, not legal advice. If you’re unsure, read your policy or get advice.
Claiming from the at-fault driver’s insurer
When someone else caused the crash, you’re claiming the cost of putting your car back the way it was before. You’re not their insurer’s customer, so their list of repairers usually doesn’t decide where your car goes. In most cases you can take your car to a repairer you trust and claim the reasonable cost of the repair.
The other insurer may want to inspect the car or check the quote. That’s normal. Give your repairer the other driver’s details and their insurer’s claim number. Read more in What to do after a not-at-fault accident.
Claiming on your own policy
Your Product Disclosure Statement (PDS) explains who chooses the repairer. Insurers that have signed the motor insurance and repair industry code must explain their choice-of-repairer policy in plain language in the PDS, with a page reference in the table of contents. Look for a heading like “choice of repairer”, “how we settle your claim” or “repairs”.
Some policies cost a little more and let you choose any repairer. Others say the insurer chooses. If you’re not sure, ask your insurer to confirm in writing, or ask us about your options.
Under the insurance industry’s code of practice, if your insurer chooses and directly authorises the repairer, the insurer is responsible for the quality of that repair. If you choose, your repairer’s own guarantee stands behind the work.
What to ask a repairer before you choose
- Are you authorised by my car’s manufacturer? If not, do you follow its published repair methods?
- Will you use genuine parts, and will the quote list every part? (See Genuine parts for European cars.)
- Will you check and calibrate the cameras and sensors after the repair?
- What guarantee do I get on the paint and workmanship?
- Can you deal with the insurer for me?
Getting your car to the repairer you chose
After a crash, you choose where your car is towed, anywhere within 125 km, including the repairer you choose. Before towing, the driver must explain this and get you to sign an Authority to Tow. Tell them no repairs are to be done without your OK. Read more: Towing after a car accident in Victoria.
Where we fit in
We’re Glossworks, with shops in Moorabbin and Carnegie. We repair all makes and models, and we’re authorised for BMW, Mercedes-Benz, Audi and Porsche repairs. We work with all major insurers. Every repair comes with our Lifetime Guarantee on paint and workmanship for as long as you own your car.
If you weren’t at fault, start with our not-at-fault page, upload your accident photos, or call 1300 145 677. We’ll look at your situation and explain your options.
Related: Can I get a hire car after a not-at-fault accident?
Frequently asked questions
Can I choose my own repairer if the accident wasn’t my fault?
Usually, yes. When you claim from the at-fault driver’s insurer, you can usually choose your repairer and claim the reasonable cost of the repair. Ask us about your options before your car is moved.
Can my insurer make me use their repairer?
It depends on your policy. Some policies let the insurer choose the repairer. Check your PDS, or ask your insurer to confirm in writing.
Where does my policy say who chooses the repairer?
Look in your PDS for a heading like “choice of repairer”, “how we settle your claim” or “repairs”. Insurers that have signed the industry code must list it in the table of contents.
Who is responsible for the repair if my insurer chooses the repairer?
Under the insurance industry’s code of practice, if your insurer chooses and directly authorises the repairer, the insurer is responsible for the quality of the repair.
Can I tell the tow truck where to take my car?
Yes. You can choose any destination within 125 km, including the repairer you choose.
Do you only repair European cars?
No. We repair all makes and models. European and prestige cars are our specialty, and we’re authorised for BMW, Mercedes-Benz, Audi and Porsche repairs.