It's one of the most common questions we hear after an accident: "Can my insurer force me to use their repairer?" The answer isn't a simple yes or no — it depends entirely on your car insurance policy.
There is a widespread misconception that under Australian Consumer Law, you have an automatic legal right to choose your own smash repairer after an accident. This is not correct.
In NSW and across Australia, your right to choose your repairer is governed by the contract you signed with your insurance company — specifically, the terms outlined in your Product Disclosure Statement (PDS).
When you purchase comprehensive car insurance, you are agreeing to the terms and conditions in the PDS. Insurers generally fall into one of three categories when it comes to repairer choice:
If you drive a prestige vehicle like a Mercedes-Benz or Audi, an insurer-allocated repairer may not have the specialist equipment, factory training, or authorisation required to repair your vehicle correctly. Using a non-authorised repairer can compromise your vehicle's complex safety systems and may affect your manufacturer warranty.
Before you lodge your claim or hand your keys over to an insurer's assessment centre, follow these steps:
If your current policy does not allow you to choose your repairer, and you are unhappy with the repair network your insurer is forcing you into, you may want to consider finding a different insurer at renewal time who respects your right to choose.
As an authorised repairer for Mercedes-Benz and Audi, and a preferred repairer for NRMA, CGU, Allianz, QBE and Zurich, we deal with insurance policies every day.
If you're unsure about what your policy allows, give us a call. We can help you understand your PDS, guide you through the claims process, and — if your policy allows it — manage all communication with your insurer on your behalf.
Call our team for advice on your policy and repair options.