BLACKSTONE
A damage assessor crouches beside a dark sedan's dented rear door, photographing it with a tablet while the owner looks on.

The insurance repair process

Most insurance repairs follow the same broad sequence, whichever insurer is paying. Knowing the steps makes it easier to see where your repair is up to and what you need to provide. At our Dandenong South workshop, we talk you through each step as it happens.

Start an accident enquiry

Four stages from claim to collection

  1. Step 1: Claim lodged

    You lodge the claim and get a claim number.

  2. Step 2: Assessment

    The damage is inspected and quoted.

  3. Step 3: Authorisation

    The insurer decides what it pays; you approve the work.

  4. Step 4: Repair and handover

    The car is repaired, checked and returned.

1. Lodging the claim

A claim is made with the insurer that will pay for the repair. That might be your own insurer, under your policy, or the other driver's insurer if they were at fault. The insurer will ask for the accident details and give you a claim number — keep it handy, as everyone involved in the repair will refer to it.

If you claim through your own policy, an excess may apply depending on the policy and circumstances. Your insurer can tell you whether it applies and whether it may be recovered from an at-fault driver.

2. Assessment and quote

The damage is inspected so the repair can be scoped. We can prepare a repair quote and send it, with photos, to the insurer handling the claim. Some insurers send their own assessor to inspect the car or review the quote. Hidden damage is sometimes found once panels are removed; when that happens, a supplementary quote is sent for approval before that extra work is done.

3. Authorisation

The insurer decides whether to accept the claim and which repairs it will pay for. That decision belongs to the insurer, not the repairer. Before any work starts, we'll confirm the scope with you and ask for your written approval.

If an insurer decides a car isn't economical to repair, it may treat it as a total loss. You can ask the insurer how it reached that decision.

A tidy flat-lay on a dark stone table: a blank claim form, a car key, a phone, a pen and a photo of a dented car door
Claim paperwork. Having your policy number, photos and incident details ready speeds up an insurance claim. Illustrative scene.

4. Repair, quality check and handover

Once parts arrive, the repair is carried out — panel work, refinishing and any related mechanical repairs. Before handover, the work is checked and we'll walk you through what was done. If you notice anything afterwards, let us know; your rights under the Australian Consumer Law apply to repair services.

What helps the process move

  • Your claim number and the insurer's name as soon as you have them.
  • Photos of the damage, and of the accident scene if you took them.
  • Prompt responses when a quote or supplementary approval needs your sign-off.

Parts and repair notices

Depending on availability and the insurer's authorisation, repairs may use new, genuine, aftermarket or recycled parts. We'll tell you what is being used. As required by Australian Consumer Law, please note: goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired, and refurbished parts may be used to repair the goods.

Close-up of a chipped and scratched front guard on a dark grey car, a detailer's fingertip in a glove indicating the chip
Minor paint damage like this can often be repaired and blended without repainting the whole panel. Illustrative scene.
Gloved hands guide a machine polisher across a mirror-finish dark panel, studio light reflecting in a clean line.
Refinishing is checked under strong light before the car is handed back.Illustrative scene

Ready when you are

Start with a short enquiry and we'll explain how the process applies to you.

Start an accident enquiryNot-at-fault assistance