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Frequently Asked Questions
Q.Do you guarantee work undertaken
to my vehicle?
A. Yes, all paintwork is guaranteed
for six years and all new parts carry a three year warranty.
Q. My vehicle manufacturer
dealer says I must have accident repairs undertaken by a dealer
bodyshop or my warranty will be invalidated. Is this true?
A. No. All products used are
manufacturer approved and we can undertake work to any make of vehicle
and give the same guarantees as detailed above.
Q. Can I choose when I have
my car collected and delivered?
A. We will endeavour to indicate
morning, lunch or afternoon collections and deliveries which will
be agreed with you in advance although we respectfully ask that
you make yourself available for the whole of the agreed day.
Q. Will all the work be undertaken?
A. We are only able to undertake
the work approved by the insurance company that is directly related
to the accident circumstances. If you are unhappy with the engineer's
decision it is important you contact your insurance company immediately.
Q. Will you carry out any
other work I want?
A. Yes. It is cost effective
have additional work carried out at the same time as another repair.
And with our advanced "smart repair" system dents, chips
and scuffs can be repaired at a fraction of the usual price.
Q.Will you investigate an
existing problems with my vehicle?
A. We carry out a complete vehicle
check before commencing work with any damage or faults noted. If
you suspect any electrical fault to have been caused by the accident
you must specifically inform your insurance company of this fault.
We can only investigate this problem if it is authorised by your
insurance company and not deemed to be an existing fault or the
result of fair wear and tear.
Q. Will you MOT my car?
A. We may be able to organize
this for you, however you will be liable for all costs incurred
plus an administration fee.
Q.What can cause delays to
the estimated completion date?
A.Manufacturers parts may not
be available or subject to back order; The insurance engineer need
to inspect the vehicle; Additional parts may be identified during
the course of repairs.
Q. What do I need to pay and
when?
A. Before releasing the courtesy
vehicle to you we require a credit or debit card pre-authorisation
to the value of your excess of £100, whichever is the higher.
This is not debited from your card until your vehicle is returned
to you. We reserve the right to refuse provision of a courtesy car
where pre-authorisation fails.
Upon return of your vehicle your
card will be debited with the following applicable costs: Any excess
applicable; Any contributions specified by your insurance company;
VAT if you are VAT registered; The cost of any damage incurred to
the courtesy car; Any excess fuel consumption charges if applicable;
Any courtesy car valeting fees if applicable; Any extended courtesy
car usage fees if applicable; Any re-delivery charges if applicable;
The cost of any works undertaken in addition to the insurance claim.
No vehicles are released without
payment. We are unable to waiver any part of your excess with insurer
authorization.
Exceptions: By releasing your
vehicle to AW Repair Group for repair you acknowledge we may carry
out a consumer search. Where this search or credit/debit card pre-authorisation
fails we reserve the right to ask for pre-payment in full by cash
only.
Q. Will genuine manufacturer
parts be used when replacements are required?
A. Some insurance companies instruct
us to use non genuine parts on vehicles agred three years or over.
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Stay
In Control With The Pink Promise Jargon Buster
Like most industries, vehicle
crash repair has a whole host of unusual phrases specific to its
genre. AW Accident Repair Centres acknowledges this and its Pink
Promise ensure that all our customers, both male and female, are
fully informed in plain speaking non-technical language.
However you may also speak with
your insurer, broker or accident management company which uses terms
you are unfamiliar with.
So here's our quick and simple
guide to getting through the jargon.
Immobile Vehicle
A vehicle which is not roadworthy
and cannot be moved without the use of a transporter.
Emergency Recovery / Uplift
If your vehicle is not driveable
('Immobile') or insecure following your accident your insurer may
arrange an 'Emergency Recovery' from the scene of the accident.
This is also sometimes known as an 'Uplift'. Sometimes we are instructed
by your insurer to 'Uplift' the vehicle from your home address if
you have managed to get the vehicle home.
A vehicle that has been 'Uplifted'
joins our booking in schedule from the date of repair costs being
agreed with your insurer. Customers whose vehicles have been 'Uplifted'
should therefore expect the vehicle repair process to take longer
than a mobile vehicle while we await further instructions.
Holding Garage
Your insurer or the police may
contact a local recovery agent to collect your vehicle from the
scene of the accident. The vehicle is then taken to the agent's
premises of 'Holding Garage' from where we are then instructed to
collect the vehicle the next day. Occasionally, the vehicle may
be withheld at the 'Holding Garage' for a number of days until police
have gathered evidence. We are only able to collect the vehicle
once it has been officially released. We recommend, where possible,
you visit the 'Holding Garage' to remove personal belongings.
Temporary Repair
If you vehicle has sustained
minor damage but which makes the vehicle unroadworthy - such as
broken glass or headlight - we may arrange for a 'Temporary Repair'.
This is when we replace any items necessary to ensure the vehicle
is legally roadworthy and safe to drive before providing you with
a confirmed book in date. This may help you if you need your own
vehicle for a long journey/luggage space in the immediate future
and the courtesy car is not suitable for you at that time.
Third Party
If you have been involved in
an accident which is not your fault, the person/driver who is to
blame is called the 'Third Party'. Sometimes you can claim directly
from the 'Third Party' insurers if blame is clear and admitted early.
However if there is a dispute you may choose to claim on your own
insurance. Your insurance company will then claim the costs back
from the 'Third Party' insurer once liability has been determined.
If the accident was not your fault and you choose to claim on your
own insurance you do still need to pay your insurance excess to
ourselves before release of the vehicle. We shall give you a receipt
to forward to your insurer who will then claim the money back from
the 'Third Party' insurer and refund you. This process can take
up to 12 weeks.
A-Class Courtesy Car
Most private insurance policies
which provide for a courtesy car for the duration of your repair
offer an 'A-Class Courtesy Car'. The 'A' represents the vehicle
group with A being a KA, Corsa or other similar 2 door vehicle,
while a Vectra for example would be a D Class.
All our courtesy cars are A Class
however if the accident was not your fault, or your vehicle is covered
by a company fleet policy, we may be able to assist you in obtaining
a more suitable vehicle.
Like-For-Like Vehicle
A vehicle of similar size and
suitability to your own which may be made available to you during
the repair procedure. This depends on your insurance policy and
accident circumstances.
Approved Repairer
Insurance companies have their
own networks of 'Approved Repairer'. These are trusted accident
repair centres who have met strict criteria in order to become approved.
Agreeing to have your vehicle repaired by your insurer's 'Approved
Repairer' often speeds up the process as the repairer and insurer
will have direct electronic communication. You can be sure to receive
all the benefits of your insurance policy from an 'Approved Repairer'
such as a courtesy car and workmanship guarantees. AW Repair Group
is an appointed 'Approved Repairer' for most of the major insurers.
We choose not to be nominated an 'Approved Repairer' for some insurers
but we can still carry out the work for you (see 'Non Network Repairer')
Non Network Repairer
You may choose to have your vehicle
repaired at the garage of your own choice which your insurance company
will refer to as a 'Non Network Repairer'. This may cause delays
in your vehicle being authorised and you may not always receive
all the entitlements of your policy. However AW Repair Group guarantees
to meet all your entitlements if you chose us as your repairer and
we are not listed as an 'Approved Repairer' for your particular
insurance company.
Caution is advised when choosing
a 'Non Network Repairer' as inadequate levels of equipment can compromise
the safety of repairs on modern day mass-produced vehicles.
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