Once your claim has been lodged and we have your details, we will then allocate the claim to one of our friendly assessors.

The assessor will call you and discuss the damage to your vehicle (this gives them a mental picture of how your vehicle is currently looking and the damage to be repaired).

They will ask you if you have been to your preferred repairer yet. If you don’t have a preferred repair, that’s okay; our assessor can offer a suggestion based on the area you live or work near. Alternatively, a repairer could be suggested who can get into fixing the vehicle without a lengthy delay.

Once the assessor has this information, they will email the repairer with your claim details so they can send in the quote and images (once you have been in to see them). When a repair estimate comes through from the repairer, our experienced trade-qualified assessor looks over the damage and will determine the best repair method.

We then contact the repairer if we have any questions about the damage, and at this stage, we might reach out to you to clarify any areas we need information about. With today’s technology, we can assess the damage digitally without having to travel and see the vehicle in person; this drastically speeds up the assessment process, getting the claim authorised quickly.  Sometimes, when the vehicle is damaged beyond an uneconomical state, it could be an insurance write-off (total loss).

Once the assessor and the repairer agree on the repair method and cost, we will give them a repair authority to proceed with repairs. You will get an automated text from the assessor advising that your claim has been authorised and letting you know if you have an excess to pay.

Once the repairs are complete, the repairer will send the assessor any information that needs to be put on your claim file (images of the repairs, parts invoices, etc).

Following this, the repairer will send the assessor the final repair invoice, less any excess amount (that you will pay them directly) which we send off to the payments team to be settled.

This will conclude the assessor’s involvement in the claim unless the assessor is asked for input if we need to recover costs from a third-party insurer ( the other vehicle’s insurer who may be at fault).


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