Introduction
You don’t want to be faffing about with paperwork after your car’s been involved in even a minor accident when you’re angry/upset/cranky. Or having to work through the insurance process when you’re already down.
You’ve got better things to deal with than gathering up insurance forms, having damages reported and ringing around different garages to get quotes. You wanted to forget about the incident as soon as possible but now you’re being forced to relive it!
Let us guide you through the car repair process, so you can feel more in control at every stage and know what to expect as your vehicle is repaired to a safe, roadworthy condition.
Whether it’s making a claim for repairs or helping you through more complex car accident claims, read our quick guide below so you can know your rights if you’re involved in a collision.
Key Takeaways
- Choosing who does the repairs: insurers might suggest you use their network of approved workshops, but they often honour repairs undertaken by your independent garage of choice.
- Pre-repair estimate agreement: insurers must agree to an estimate after thorough vehicle inspections have been carried out prior to repairs beginning.
- Wait times for parts and equipment: can cause longer repair times when awaiting backordered parts from overseas or specialist equipment recalibration.
- Inspection before collection: inspect paintwork, body lines/safety equipment etc. prior to accepting vehicle.
Repair Process Explained
Accident repair processes involve similar steps for every vehicle at the start of the process.
Your insurer will usually organise recovery if your car is not driveable due to safety reasons. However, if it’s safely driveable, you can drive home and have it collected from there.
The first thing you need to do is make a claim on insurance by notifying your insurer about the accident.
Once your car gets to the repairers it will be cleaned, inspected and the damage assessed.
An estimate will be sent to your insurer who will let you know if your vehicle is a write off, or if not, will authorise your vehicle damage claim so repairs can commence.
Vehicle Inspections
A competent assessor inspects your vehicle before any repairs are approved. Your insurer will typically request you to upload photographs and details of the damage via the web for assessment purposes [2]. Structural alignment, bodywork and safety equipment such as seatbelts and airbags are all likely to be tested. If the repair bill is more than a certain amount above the insurer's limit compared to the market value of the vehicle before the accident, it may be declared a write-off.
Repair Estimates
The garage will provide you with an itemised estimate, showing parts, paint and any additional labour hours for specialist repairs.
Your insurer will assess this to ensure the repair is not over-priced.
Depending on your policy terms, your insurer may also accept quality non-original parts or certified recycled parts, as well as original manufacturer parts, if they are safe to use.
Picking A Repairer & Legal Rights
A frequently asked question by motorists is: can you claim on insurance for car repairs using your own local garage?
In most circumstances under UK consumer advice, you are legally entitled to select where the vehicle repairs are made [3].
Your right to choose a repair garage may impact on other rights depending on your insurance terms.
- Insurance-Approved Repairers: These are workshops already approved by your insurer, and should be able to get estimates approved more quickly, offer a courtesy car (if you are entitled to one) and provide a warranty on repairs underwritten by their insurance company.
- Independent Repairers: You may prefer to use a workshop you already know, such as the garage you use for your servicing and MOTs, as you can keep in contact with the mechanic you are used to working with; however, your insurer may ask for several written estimates, remove the offer of a courtesy car or charge additional excess fees.
Drivers can be unclear as to whether they have to take up or choose repair garage insurance options offered by their insurer, or if they can select their own repairer. UK insurers can suggest an approved garage, but you can often choose where your vehicle is repaired, depending on your policy terms.
Manufacturer-Approved Repairs
You might want to use a manufacturer-approved workshop if your car is still under the manufacturer's warranty. These garages will adhere to a particular brand's guidelines, and only fit genuine original equipment manufacturer (OEM) parts. Fitting non-genuine parts can invalidate certain aspects of your warranty, especially paint and anti-corrosion, so it is important to tell your insurer if you are under your manufacturer's warranty and to ask for OEM parts to be used.
Quality Checks
After the repairs, the workshop will perform safety checks on the mechanical parts, panel alignment and the vehicle lighting.
Many of today’s vehicles come equipped with Advanced Driver Assistance Systems (ADAS).
For this reason, internal cameras and radar equipment, like lane-keep assist sensors and automatic braking assists, will need to be re-calibrated.
Repair Delays
Repairs can be delayed, for example by more sophisticated technology or longer globalised supply chains.
The most common reasons for this are:
- Parts Supply: electronic modules may be on backorder from overseas suppliers.
- Hidden Damage: removing bodywork may reveal hidden issues. This will need a second estimate and approval from your insurer.
- Off-site Calibration: garages without specialist ADAS equipment may need main dealers to recalibrate vehicle safety systems.
Collecting Your Car
Always check your car over before signing any handover documents. It's easier to check for defects in daylight.
- Check any new paintwork from different angles, to check colour matching is correct
- Check doors, and boot lid/tailgate open and close easily
- Check panel gaps are uniform
If you find any defects, raise the matter with the workshop manager, before you drive away.
If an insurer-approved garage fails to put things right, contact your insurer. You can complain to the Financial Ombudsman if it's not resolved after eight weeks.
If you use an independent garage, the dispute will be resolved under UK consumer law.
FAQs
Will I still have to pay my policy excess if the accident wasn't my fault?
Your insurer may be able to claim your excess back from the other insured party if they accept liability for the accident. If the claim is not settled by the time you collect your vehicle though, you will have to pay the excess to the garage when you collect your car and they will then be reimbursed by your insurer at a later date.
Can I receive a cash settlement instead of having the vehicle repaired?
Insurers can make 'cash in lieu of repair' settlements, based on an estimate of the repair costs. You will take on legal responsibility for having the vehicle repaired to a road legal standard though if you accept this.
What will happen if my car is a write-off?
If it's not economic to repair (meaning it's above your insurer's limit) they will offer you a payout, based on the market value of your car before the accident (minus any excess you would have to pay), and they will own the car. If there is any outstanding finance on the car, they will pay off the finance company first. Remember to tell the DVLA that you no longer have the car.
Can I make a personal injury claim and get my vehicle repaired?
Yes. For more on injury claims, see Claimsline’s personal injury guidance.
Will it affect my insurance renewal premium if I make a claim?
Yes, probably. Insurers view you as a higher risk if you have been involved in a claim. Therefore, it is likely that your renewal premium will be slightly higher – even if you were not at fault in the accident – and even if your insurer has been able to recover their costs from the other party.
Closing
Knowledge of how your car progresses from collision to completion allows you to speak the same language as an accident management company, repair centres and insurers.
With an understanding of your rights and the vehicle repair process, you can help make sure your car is safely repaired, most often up to its pre-accident condition.
Claimsline is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities (FRN 831196).
Sources
- around 2.5 million car insurance claims were made across the UK in 2025 - https://www.abi.org.uk/media-hub/news-post/119-billion-paid-out-in-2025-to-support-motorists-across-25-million-claims
- Your insurer will typically request you to upload photographs and details of the damage via the web for assessment purposes - https://www.abi.org.uk/products-and-issues/choosing-the-right-insurance/motor-insurance/written-off-or-total-loss-vehicles/
- under UK consumer advice, you are legally entitled to select where the vehicle repairs are made - https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/motor-insurance/vehicle-repairs
