Frequently asked questions

Check that everyone is safe and call 000 if anyone is injured or there's a danger on the road. Move to safety if you can. Exchange names, addresses and vehicle registration details with the other driver, and their insurer if they know it. You must report a crash to the nearest police station if anyone is injured and police didn't attend, or if property was damaged and neither its owner nor police were there to take your details; if a driver leaves without swapping details, or you're unsure, contact police. Take photos of the vehicles, the scene and any damage if it's safe. Then contact your insurer — and, if you'd like us to look at repairing the car, start an accident enquiry. Our printable car accident checklist puts these steps in order.

No. An enquiry gives us the basic details so we can call you back and talk it through. It isn't an insurance claim, a repair authority or a contract. Repairs only proceed after you've given written approval.

Your contact details, the vehicle's make and model, a short description of what happened, and whether the car can be driven safely. If you have them, the other driver's details and your own insurer's name help — but you can leave anything you're unsure about. Please don't send licence copies, medical information or injury details through the website.

Photos help us understand the damage before we see the car, but they're optional. You can attach up to six JPEG, PNG or WebP images (10 MB each) with your enquiry. They're stored privately and only our staff can view them.

Most of the time goes on the steps around the repair: the insurer's decision, parts arriving, hidden damage found once panels come off, and paint curing. A light scuff with parts on hand may take a few days once approved; structural damage or back-ordered parts can take weeks. We'll give you an estimate once the car has been assessed and tell you if it changes.

It describes an accident where another driver is considered responsible. Neither you nor we decide fault: it's worked out by the insurers involved (and, if there's a dispute, potentially a court) based on the evidence. You're welcome to tell us what you believe happened — choose “I'm not sure” if you don't know. We'll use what you tell us to explain your options, not to make a ruling.

No. The other driver's name, registration and insurer are important for any claim against them, but they don't guarantee that liability will be accepted or that costs will be paid. That depends on the circumstances and the insurers' assessment. We'll be clear about what we know and what is still uncertain before any work goes ahead.

It depends on your insurance policy and on whether you're claiming through your own insurer or the other driver's. Some policies let you choose a repairer; others require you to use one from the insurer's network or offer different terms if you don't. Check your policy wording or ask your insurer. We can explain how the repair process works either way.

No. We're a repair workshop, not a law firm or financial adviser. If you need advice about your rights or a disputed claim, speak to a lawyer, your insurer, or services such as the Australian Financial Complaints Authority (for complaints about insurers) or Victoria Legal Aid.

Yes, we can help arrange for the car to be moved to our workshop. In Melbourne, towing from an accident scene is done by licensed accident towing operators under Victoria's accident towing rules, and you'll be asked to sign an authority to tow. If your car has already been towed somewhere, tell us where in your enquiry.

Sometimes. Whether a replacement vehicle is available — and who pays for it — depends on your policy, whether the other driver's insurer accepts liability, and your circumstances. Any hire agreement is a separate contract with its own terms. Read it carefully, and ask questions before you sign.

The ACCC says you don't have to have your new car serviced by the dealer to keep the manufacturer's warranty, provided the servicing is done properly and to the manufacturer's specifications. Keep your service records and receipts.

No. If we find something outside the work you booked, we'll contact you, explain it and ask before doing it.

No — it's a booking request. You'll receive a reference number when it's sent, and our team will contact you to confirm an available time. Your booking is confirmed only when we've confirmed it with you.

We use it to respond to your enquiry or booking and to provide the services you ask for. We don't sell it. Marketing emails are only sent if you tick the separate box to agree. Read our privacy policy for details, including how to access or correct your information.