Questions to ask before an insurance repair starts

Insurance claim repairs often go wrong because the shop and insurer never say aloud what they're actually doing—and you don't know what to ask. Before your car goes into the panel shop, you need to ask the repairer specific questions that expose whether they'll cut corners, rush the job, or leave you with hidden damage. Here are the questions that matter, why they matter, and what an honest answer sounds like.

"Will you inspect the full extent of damage before quoting?"

A good repairer will not give you a price on the phone or after a five-minute walk-around. They'll dismantle trim, remove interior panels if necessary, and check for structural damage, rust under paint, and secondary impact damage you can't see. If they say "we'll find out when we strip it," that's honest. If they commit to a fixed price without looking, they're either planning to cut corners or will lodge a supplementary claim mid-job—which delays your car and annoys your insurer.

A evasive answer sounds like: "Most dents like that run about R5,000." A straightforward one is: "We need to remove the bumper and check the impact beam, and look at the door alignment. That'll take an hour; then we'll give you a proper quote."

"What's your process for getting approval on additions?"

During repair, repairers often find extra damage—rust, hidden dents, mechanical wear the impact exposed. This is common and legitimate. Ask the shop upfront: do they phone the insurer immediately, or do they wait until the work is done? Do they get written approval, or verbal? Do they show the insurer photos?

A good answer: "We'll stop work, take photos, send them to your insurer's assessor, and get written approval before we proceed. You'll be copied on the email." An evasive one: "We'll sort it with the insurer" or "we'll add it to the final bill and they'll pay it." The latter often means the insurer rejects the claim later and you foot the bill.

"Will I get a warranty on the repair, and what does it cover?"

Ask whether the shop guarantees their paintwork, welding, or panel alignment. Ask whether the warranty is in writing, how long it lasts, and whether it survives if you sell the car. Some repairers offer three years; others won't commit. A repairer who hedges here may be unsure of their own quality. If they say "the insurer covers it," they're wrong—the insurer pays for the repair, but the *repairer* warrants the work.

Write down what they promise. If the paint peels in six months and they deny responsibility, you'll need proof of what they said.

"Who handles the claim handover, and when do I get my car?"

Get clarity on the timeline. Ask whether the repairer will lodge parts orders themselves or whether you need to chase the insurer. Ask who contacts you when the car is ready—the shop or the insurer. Ask whether they'll do a final inspection walk-through with you before you collect.

A clear answer: "We'll order parts once the insurer approves the quote. Lead time is usually two weeks. We'll text you when we start, and you'll get one final call when it's ready for collection. You'll walk through the job with the shop manager before you sign off." Vague answers—"we'll let you know" or "the insurer handles that"—mean you'll chase both sides and end up stuck.

These four questions separate repairers who think through the whole job from those who just want the work. A repairer who answers clearly, commits to process, and puts things in writing is more likely to deliver a repair that lasts. On Strove, you can vet a panel shop's reviews and ask these questions before they ever touch your car—and if their answers don't stack up, find someone else.