Approved garages

You've had an accident, filed your claim, and now it's time to get your car repaired, but do you have to use your insurer's approved garage, or can you choose your own?

What are approved garages?

Approved garages are repair centres that your insurer has checked and chosen. They meet the insurer’s quality standards and are trusted to fix your car, often with a 3-year guarantee on the work.

This kind of car garage insurance arrangement means your insurer handles the repairs for you from start to finish. Most car insurers have approved garages across the UK, so you’ll usually find one fairly close by.

Do I have to use my insurer’s approved garages?

You're free to choose any garage or repairer you like. It's your car, so the decision is yours.

Insurers prefer you to use an approved garage for claims, and using one often comes with perks like a courtesy car while yours is being repaired.

Choosing a garage that isn't on your insurer's list can mean losing out on those perks or facing an extra charge, covered in the next section. Insurers can enforce these conditions under The Competition Act 1998.

Approved garages tend to make the process smoother. If you have a trusted repairer already, though, sticking with them might suit you better. Weigh up what matters most to you before deciding.

What is a non-approved repairer excess?

A non-approved repairer excess is an extra charge some insurers apply if you choose a garage that isn't on their approved list, typically around £250. The exact amount varies by insurer, so check your policy documents to confirm.

This charge sits on top of your standard excess rather than replacing it. Claim with a non-approved garage, and you could end up paying both your usual compulsory or voluntary excess and this additional amount.

Checking the figure in your policy before you ever need to claim puts you in a stronger position. It turns the garage choice into something you've thought through, rather than a surprise you're dealing with mid-claim.

A direct call to your insurer can sometimes get this charge negotiated down, though results vary by insurer and situation.

Want to know more about how excess works? Read our guide to car insurance excess.

What our motor insurance expert says

"It’s worth checking if there’s an extra excess for using a repairer that isn’t approved before you need to make a claim. That way, you know what to expect and can choose your garage without any nasty surprises when all you want is to get your car fixed." 

Matt Crole Rees Motor General Manager & Motor Insurance Expert

What are the pros and cons of approved garages?

An approved garage might be the preferred option for your insurer. But, is it the right option for you?

Let's have a closer look:

Pros

• Peace of mind: The majority of insurers work with British Standard or Kitemark approved garages, giving you peace of mind your car is in good hands.
• Wide network: There's a huge network of approved garages around the UK. So chances are, you'll find one near you.
• Courtesy car: If you've got a comprehensive car insurance policy, you might qualify for a courtesy car!
• Online tracking You could be provided with an online tracking service to see how your car is doing.
• Repair guarantees: Some insurers guarantee repairs for 3 years or longer. In some cases, they might even offer you a lifetime guarantee for any repair work done.

Cons

• Distance The approved garages your insurer recommends might be far away or difficult to get to.
• Specialisation: You might be sent to an approved garage that doesn't specialise in your particular vehicle, which could impact the quality of the repair.

What are the pros and cons of choosing your own garage?

As we've said, you've got the freedom to go to a non-approved garage or repairer if you wish. Let's take a look at the pros and cons of this option:

Pros

• Convenience: Your chosen garage might be closer or easier to get to than the approved garages.
• Specialist repair: You can take your car to a specialist repairer that's used to working on your particular car model. Useful if you have a performance car or classic car.
• Trust: You can go to a garage that you trust. For example, a repairer you and your family have been going to for many years.

Cons

• No courtesy car: It's unlikely that your insurer will offer you a courtesy car while your car is undergoing repairs.
• Additional costs: You might be charged an additional excess for choosing to not visit an approved garage. This is sometimes referred to as a non-approved repairer excess.
• Limited repair coverage Your insurer might flat-out refuse to pay the cost of repairs. They could argue the repairs are cheaper at one of their approved garages.
• Approval delays: You'll need to get an estimated time of how long the garage is going to take to do the repairs. Your insurer then needs to approve this. This can take a while!

What if you’re unhappy with the repairs done at an approved garage?

Tell your insurer straight away if there's an issue with your car after a repair. In many cases, they'll send it back to the approved garage to fix. Depending on the situation, they may also let you choose your own garage instead.

If you're unhappy with how your insurer handled the claim itself, you can raise a complaint. Keep hold of all correspondence, letters, emails and anything else relevant, so you've got everything to hand if needed. Still not resolved to your satisfaction? You can escalate the matter to the Financial Ombudsman Service.

How do I find garages approved by my insurer?

Your claims handler is the person to speak to. Tell them you need an approved garage, and they'll usually find one nearby, booking your car in for repair.

Some insurers arrange free collection and delivery too, alongside a courtesy car. Timing on the courtesy car handover can differ between insurers, so it's worth double-checking how yours works, one of several things worth comparing when you compare car insurance policies at renewal time.

Frequently asked questions