INSURANCE WORK

Quality automotive repairs in Rocklea

Choose your own repairer

We are fortunate that these days, most insurance companies offer Choice of Repairer to their customers. This means that if you are happy with the quality of the repairs that have been carried out on your vehicle, you can request that your vehicle returns to that repairer in the event of any other accidents. It works both ways. For the repairer, it is a word of mouth recommendation if you exercise this right and for the customer, it ensures that your vehicle is given quality repairs each time and looked after by someone who knows your vehicle.

Some insurance companies will send the vehicle to the company that has the cheapest quote and not necessarily the repairer that will do the best job for you and your car. But if your policy has Choice of Repairer, and you request the repairer you would like to use, the vehicle will go to your specified repairer to be repaired properly, without competing on prices and sacrificing quality. Even with the Choice of Repairer option, some insurance companies may still try to steer you towards their choice of repairer, not yours, but remember – it is your right to choose.

If you find a good repairer and are happy with your repairs and service, reward them by requesting that they repair your vehicle again and you will know your vehicle is in safe hands. You pay the premium, so exercise your right

Insurance companies offering Choice of Repairer:

  • Suncorp (however AAMI does not)
  • Vero (Royal)
  • NRMA
  • Allianz
  • CGU
  • Cuna
  • GIO
  • Lumley
  • QBE
  • Shannons
  • Wesfarmers
  • Zurich
  • Resilium

How do I make a claim?

Lodging a claim is easy - simply telephone your insurer and provide them with the following

information:

  • Your name, address, licence number and contact telephone numbers
  • The registration, make, year and model of your vehicle
  • Details of who was driving the vehicle or responsible for it at the time of the accident
  • Details of any other person or vehicle involved, including name, address, contact phone numbers, their licence number, their insurer and their vehicle’s make, model, and registration.
  • A brief description of the accident and damage to your vehicle
  • An incident report number from the police (if they
  • were involved)
  • Details of any witnesses including names, addresses and contact phone numbers (if any)

The repair process 

Brisbane Collision Centre takes the complexities out of having your vehicle repaired by adhering to a streamlined set of processes. The following outlines the entire process.

1. Lodge claim with your insurer – this process can be quite varied and is dependent on your chosen insurance company.

2. Obtain a quote – you do not need to make an appointment, just call in whenever it is convenient for you. If you have things you need to do, you do not have to wait for the quote, we can email or fax a copy of the quote to yourself or your insurer.

3. Insurance company assesses the vehicle.

4. Brisbane Collision Centre receives 'Authority to Repair' from your insurer.

5. Vehicle is booked in for repairs

If you have not already booked your car in for repairs,Brisbane Collision Centre will telephone you to make arrangements, once we have received the authority to repair from your insurer.

Someone from our customer service team will advise you of how long we will need your vehicle to complete the repairs. Regardless of the size of the job, all efforts are made to return your vehicle back to you as soon as possible. Please be aware that if items are placed on report, the initial visual inspection is not sufficient to determine the full extent of the damage. Once the vehicle is disassembled, we can as certain if further repairs or parts are required. If this is the case, we may need your vehicle for longer than originally stated and the costs associated with repairing your vehicle will also increase. You will be advised of this immediately.

6. Brisbane Collision Centre orders the parts.

7. Drop your vehicle off at Brisbane Collision Centre.

Prior to bringing your vehicle to us, please remove all personal items from your vehicle, including the boot. Vehicle drop off is between 7:30am and 9:00am on the day. If you are unable to drop your vehicle off at these times, please advise someone in customer service and they will make alternative arrangements with you. Please be aware if you drop your vehicle off late we may be required to keep your vehicle for an extra day to complete repairs. During the vehicle handover process, we will confirm your contact details, the repairs you wish to have completed, and the expected completion date. If possible, it is also requested that when you drop off the vehicle that you supply us with your radio code. This enables us to re-activate your stereo if we have had to disconnect it.

 

Stage 1 - vehicle is disassembled and pre-repair inspection completed

All parts on the vehicle that need to be removed for the repair such as trims, etc. are removed and the vehicle inspected for any more damage that may not have been able to be identified before disassembling. If we have not had the opportunity to personally speak to you in regards to the claim, an email will be sent to you detailing exactly what repairs are being carried out. This avoids confusion as to what you have relayed to the insurance company, and what the insurance company has relayed to us. Please examine this carefully because if you think that some damage has not been covered or you may need some extra private repairs carried out while it is apart, this is the best time for us to sort this out.


Stage 2 - vehicle is repaired

All repairs that have been authorised by your insurance company are carried out. This may involve replacing or repairing parts, depending on the extent of the damage. Also, the extent of the damage and the parts required (and in some cases the brand of the vehicle) determines the length of time this stage will take. Some procedures in this stage are very complex and may also therefore be very time-consuming. This stage can include the acquisition of manufacturer’s repair methods to ensure the structural integrity of the vehicle remains the same, and vehicle measuring to ensure it is returned to specification.


Stage 3 - sublet repairs are carried out

This stage involves any sublet work that we need to get a specialist onsite to carry out. The sublet companies we use are selected especially for their knowledge and experience and they visit the workshop daily so that time is not wasted waiting for them. These sublets may include auto electricians, the removal of windscreens, de-gassing of air conditioning units and radiator repairs. If wheels need to be sent away for repairs, this can halt the process as the vehicle is then incapacitated and unable to move to the next stage. A decal will be put on your windscreen to record the date of these sublets for your information.



Stage 4 - vehicle is painted

The painting stage can be broken down into several sub-stages – these being preparation of panels and repairs from Stage 2 for priming, the blocking of primer in preparation for painting, colour-matching of colour to suit the car, plastics, interior colours, engine bay colours, wheel colours, etc. Then, the painting begins. Following this, the vehicle will be able to move to stage 5.


Stage 5 - vehicle is reassembled, pre-quality inspection completed

In the reassembly process, some of the procedures from stage 3 are completed, meaning the re-gassing of air conditioning systems and radiators, re-installing of windscreens and suspension, etc. Once the vehicle is assembled, it will be wheel aligned, and component systems checked. Again, issues may arise, but, unfortunately, these checks can only be performed once the vehicle is fully reassembled.


Stage 6 - vehicle is detailed and final quality assurance check completed

Vehicles are given a complimentary detail to ensure that customers are totally satisfied with the final result, and each car is personally checked by our Workshop Manager for quality. Results are recorded on a quality check sheet that will be handed to you on receipt of your vehicle. Any parts that are on backorder will also be recorded on here.

You collect your vehicle

Our customer service team will telephone you at approximately 11:00am on the day of collection to advise you what time the vehicle will be ready. Vehicles are generally ready around 3:00pm on the day of collection. Brisbane Collision Centre is open until 4:00pm, so if you are unable to collect your vehicle on the day that it is ready, please advise us and we will ensure your vehicle is locked away for the evening.

All excesses and private work must be paid in full at the time of collection. We accept all EFTPOS and credit cards except American Express and Diners Club. There is also a 1.5% surcharge applied for using credit cards.

Potential delays

Brisbane Collision Centre's promise to you is to return your vehicle to you in its pre-accident condition in the quickest possible turnaround time. Although we will do everything we can to achieve this goal, it is important that you are aware of the potential delays that may hinder us.

Prior to commencing work on any vehicle or repairing additional damage, we must receive the appropriate authority from your insurance company. Repairs to your vehicle may be put on hold until the insurance assessor has given us permission to go ahead.

Occasionally, unexpected additional damage is identified once repairs have commenced. In turn, this may increase the time your vehicle is required in our workshop.

Some vehicle parts are manufactured overseas or interstate. Depending on the supplier, it may take anywhere between one day to a few weeks for the part to be transported to us. In this case, we may have to stop work on your vehicle until the required part has arrived.

If the vehicle manufacturer has ceased making the vehicle and/or its parts, it increases the difficulty for us to obtain the required part for your vehicle. In this instance, we may be forced to repair the part or search for a used part and will, therefore, require your vehicle for a longer period.

Please note that these delays do not happen often; however, if an incident occurs which will delay us getting your vehicle back to you, we will call you as soon as we are aware of the delay.

Call the experts in automotive body repairs today on 07 3848 4848.

Share by: