Step 1
The insurance company will send us notification of your claim. One of our team will then contact you to arrange for an estimate of the damage, presuming your vehicle is still roadworthy. However if your vehicle is not roadworthy we will arrange the collection of your vehicle, by either an outside recovery agent or ourselves.

A fully detailed estimate for the repairs to your vehicle will be compiled, using manufacturers times and prices. We will then determine if your vehicle is repairable. If it is repairable, in most circumstances we can self authorise the repair.

If your vehicle is deemed uneconomical to repair, we will send the estimate and images to the Insurance Company and they will calculate your settlement figure.

Step 2
As long as your vehicle is roadworthy, we will order the parts and arrange with you a convenient date for your vehicle to come in for repairs.

If your vehicle is unroadworthy, we will arrange collection. Once the vehicle is on site an assessment will be carried out. If the vehicle is repairable parts are ordered, the customer informed of the repair procedure and given an estimated repair completion date.

Some parts may not be readily available from the manufacturers and this is called " factory backorder ". If this occurs we may have to re-schedule the repair completion date.

Step 3
The day your vehicle comes to us for repair we will carry out a vehicle condition report, where we document the condition of your vehicle including any non-claim related damage. If your vehicle is clean upon arrival it will assist us in examining the damage.

Our company insurance covers the vehicle only, and if any personal items are left in the vehicle, customers will be requested to move these. If you require any of the non-claim damage repairing, please do not hesitate to request an estimate.

Step 4
You may require a courtesy car to keep you mobile during the repair process. We will organise that for you. We have a fleet of fifty courtesy cars, comprising of three and five door A group vehicle's (Fiesta/Micra size) and one automatic vehicle, all less than two years old . We will need to see a full current driving licence and a copy of your insurance policy. Insurance for the courtesy car may be a direct transfer of your original policy, or you may have to provide a cover note from your own insurance company. We must have a copy of this before you drive away.

We will ask you to read and sign a courtesy car terms and conditions document, which will show the condition of the courtesy car. A member of our team will then show you the courtesy car's condition and controls. Please return the courtesy car in the same condition you received it. Any damage the courtesy car receives whilst in your care is your responsibility.

Fuel in the courtesy car will be a minimum of a quarter of a tank, and we would appreciate it being returned with the same amount. Fuel refunds will not be given. There may be a mileage restriction on the courtesy car, (usually 100 miles per day), and any mileage over your allowance will be charged at 10 pence per mile.

Step 5
Your vehicle will now enter our workshop and follow a quality assured BS9002 repair procedure.

Step 6
You can track the progress of your vehicle's repair by logging on to the link on this web site by entering your vehicles registration. Our technician logs onto your vehicle when he is working on it and as the vehicle moves from department to department, the management system records this and you are able to see it live.

You can also ring one of our customer liaison team who will be happy to give you a repair update.

Step 7
We will contact you on completion of repairs, to arrange collection or delivery of your vehicle.

Step 8
Your vehicle will be returned to you with a three year guarantee or the remainder of the manufacturers warranty, whichever is greater. You will be asked to sign a collection note to confirm you have received your vehicle back into your care.

You will then be asked to hand the courtesy car back and sign the terms and conditions sheet showing the date and time of handing back the car into our care.

Step 9
You may be required under the terms of your insurance cover to pay a contribution towards the claim. This may be in the form of an excess, a betterment contribution or the VAT content of the full invoice, if you are Vat registered.

This payment will need to be paid before the vehicle can be released. We accept most credit cards, debit cards and cash.

Step 10
The remainder of your repair invoice will be sent to the insurance company via electronic transfer for payment.