The short answer: it depends on your insurer and policy

After an accident, many people assume they either have to use the repairer suggested by their insurer or can automatically take the vehicle anywhere they choose. In practice, the answer can sit somewhere between the two.

Insurers use different repair networks and different policy terms. Some allow customers to choose a non-preferred repairer, while the approval process, repair guarantee or claim handling may be different. Other policies may place more specific requirements around who can complete an insured repair.

The important thing is to check your own policy and talk to your insurer before repairs begin.

Why insurers use preferred or approved repairers

Insurers often build networks of repairers they work with regularly. These relationships can make assessment, approval, billing and repair guarantees easier to manage because the insurer already has agreed processes in place with the repairer.

That does not necessarily mean another repairer cannot be considered. For example, AMI states that customers can choose a non-preferred repairer, although the insurer’s own repair guarantees and other benefits may differ. The Insurance Council of New Zealand also notes that insured repairs generally need insurer approval and will often be completed through an approved provider, depending on the policy.

If you already have a repairer in mind

If you would prefer to use a particular panelbeater, tell your insurer when you lodge the claim or as early in the process as possible. Ask:

• Can I nominate my preferred repairer?

• Does my policy require an approved or preferred repairer?

• Will using a different repairer affect any insurer-backed repair guarantee?

• Does the insurer need to inspect or approve the vehicle before repairs begin?

• Who will approve the repair estimate and any additional damage found during the repair?

Getting those answers early avoids confusion once the vehicle is already booked or parts have been ordered.

Do not authorise insured repairs too early

If you expect your insurer to pay for the repair, it is important not to authorise work or incur costs before the insurer has confirmed what it will cover. Repair approval processes vary, and an insurer may need an assessment, estimate or supporting information before giving the go-ahead.

A good repairer should be comfortable working within that process rather than putting pressure on you to make decisions before the claim requirements are clear.

What matters when choosing a repairer

Insurance approval is only one part of the decision. You are also trusting the repairer with the safety, finish and long-term quality of your vehicle.

Useful things to look for include experience with your type of vehicle, appropriate equipment and repair procedures, recognised industry credentials, clear communication and evidence of consistent customer service. For specialist vehicles such as Tesla, EVs and hybrids, vehicle-specific training and repair capability can be particularly important.

Maidstone and insurance repairs

Maidstone works with all insurers and regularly helps customers navigate the repair side of insurance claims. The exact process still depends on your insurer and policy, so if you are unsure what needs to happen first, contact the office. We can explain what information we need from you and what may need to be arranged with your insurer before the repair moves forward.

Unsure whether you can bring your vehicle to Maidstone? Get in touch with the office and we can talk through the repair side of the process with you.