Repair Process
There is a dedicated telephone number which operates 24 hours a day for 365 days a year for non-driveable or insecure vehicles and between 8.30am-5pm Monday-Friday for minor incidents. A call to this number will set the accident repair system into motion - 08457 023518.
The call centre will take the details of the incident from the driver and complete the claim form whilst taking the call. A letter confirming the claims details and customer satisfaction form will be sent to the driver by email or fax.
The call centre will allocate a repairer to the incident should one be required as follows:
Un-driveable vehicle - The repairer will be requested to collect the vehicle and supply the driver with a courtesy car. Should the incident be a non fault claim then the driver can be supplied with a like for like vehicle as required. An estimate will be prepared and sent direct to our Accident Management Team. Should the labour figure be above the agreed inspection limit an engineer will be arranged. The engineer will agree figures with the repairer and if the claim form has been received a repair authority will be given if the vehicle is repairable.
Driveable vehicle – After taking all the claim details our Accident Management Team will allocate a repairer from our approved repairer network. The repairer will contact the driver and arrange for an estimate to be completed. An estimate will be sent to our Accident Management Team and will be dealt with as follows:- Repair costs under inspection limit - authority to proceed will be issues by our Accident Management Team. Repair costs over inspection limit - An engineer will be arranged and authority will be issued by the engineer once figures have been agreed. The vehicle will then be booked in for repair and the driver supplied with a courtesy car for the duration of the repair. Should the incident be a non fault claims then the driver can be supplied with a like for like vehicle should one be required.
The repair will be monitored by our Accident Management Team.
