How to choose a repairer for an insurance claim

Most people who've had an insurance claim accept whoever their insurer suggests without a second thought. The insurer's approved repairer is convenient, but convenience isn't the same as the best outcome for your car or your claim. The real mistake is treating this as a binary choice—panel beater versus insurer's shop—instead of identifying what actually matters for your specific repair and claim.

Your priority shifts depending on the damage, the claim complexity, and how much say you have. If your insurer forces you onto their panel (check your policy; many don't), your task becomes vetting that shop rigorously. If you're free to choose, you need a different set of filters. Either way, the repairer you pick will influence how smoothly the repair runs, how fairly the claim settles, and how safe your car is afterwards.

Track record with your insurer's assessments

The repairer you choose will work alongside your insurer's assessor, who determines what damage is covered and what gets paid. A shop that consistently clashes with assessors or tries to squeeze in unauthorised repairs wastes your time and stalls your claim. Conversely, a repairer who has built a working relationship with your insurer's assessment team often moves faster and flags issues before they become disputes.

Ask directly: how long has this shop been repairing cars for insurance claims, and how many claims do they handle each month? A shop with ten years and hundreds of claims under its belt has learned how assessors think. They'll spot non-covered damage upfront, manage scope creep, and know when to escalate a problem before it deadlocks. Check whether they're accredited by your insurer—many major insurers maintain panels of approved repairers—and ask for their accreditation status.

Don't assume every "approved" repairer is the same. Some are on the panel for volume; others are chosen because they consistently deliver and communicate. Ask your insurer which shops they recommend most often, or ask your broker if they've seen repeated problems with any of the approved shops in your area.

Quality assurance and guarantees

Panel beating and spray painting are trades where visible and invisible defects matter. A bad respray fades in months; structural work done carelessly puts you at risk. The repairer you choose should offer a written guarantee on labour and materials, typically three to five years.

Ask what their quality process looks like. Do they use a spray booth, or do they paint in the yard? Can they show you photos of recent repairs? Do they use OEM (original equipment manufacturer) parts, aftermarket, or a mix—and who decides? If your claim doesn't explicitly cover OEM parts and the repairer defaults to cheaper alternatives, you need to understand that upfront.

Legitimate repairers will also offer to let you inspect the car before they hand it back. Use that. Check panel gaps, paint texture, undercarriage. If they won't allow inspection or rush you through it, that's a red flag. Ask whether they use any third-party inspection or quality-check service; some independent shops do this to build confidence.

Communication and claim transparency

A good repairer keeps you and your insurer in sync. They'll tell you immediately if hidden damage emerges during the strip-down, explain why the repair will take longer or cost more, and give you a timeline.

Before committing, test how they communicate:

• Can you reach them by phone, WhatsApp or email, and how quickly do they respond?
• Do they send written quotes and updates, or rely on verbal promises?
• Will they copy you on communications with the insurer, or do they work in a black box?
• If additional damage is found, do they ask your approval before proceeding, or do they bill first and sort it later?

A repairer who makes themselves accessible and documents everything protects you as much as they protect themselves. That clarity matters when disputes arise—and sometimes they do.

When you're ready to choose, shortlist repairers who tick all three criteria, get quotes in writing, and pick the one you trust most. Strove's verified panel beaters and spray painters have reviews from past customers; read them carefully for complaints about communication delays or rework, not just price. Your choice of repairer won't rewrite your claim, but it will shape how smoothly it closes and whether you drive away confident in the repair.