The Paperwork

Q: How do I start the claim procedure if I am insured with one of your approved insurers?

If you are insured with one of our associated insurance companies, it couldn't be easier. Just bring your insurance details to our reception, and we will liaise with your insurers to get the claim started.

Q: How do I start the claim procedure/repairs if I am NOT insured with one of your approved insurers? 

Contact our Customer Services to make an estimate appointment. If you are not insured by one of our Approved Insurance companies, you will be charged £20 for each estimate. Don't worry though, because if we undertake the repairs on your vehicle, the £20 is refunded to you upon completion. In some circumstances you could be refunded up to £50 as an extra thank you for choosing Aylesbury Panelcraft as your prefered repairer.

Q: What happens if the insurance company does not approve all items of repair?

We are only able to undertake the work approved by the insurance company's engineer and other repairs would need to be subject to a private invoice. If you are unhappy with the engineer's decision, it is important that you contact your insurance company immediately. Please remember all areas of repair must be consistant with the accident description given in your claim notification.

Q: What documents do I need to bring with me?

If you are entitled to a courtesy car, we have to take a photocopy of your driving licence before the courtesy car can be released.

Q: What payments am I responsible for, before my vehicle is returned?

1) Your Excess. 2) Vat content of claim, if you are VAT registered. 3) Contributions towards repair as instructed by your insurers. 4) Additional private work. 5) Any damage tothe courtesy car. 6) Any costs under the Road Traffic Act - Fines, congestion charges,etc. 7) Rental charges if loan car not returned when required.

Q: How can I pay?

By personal cheque, up to the value of the card guarantee; by any major UK credit/debit card; by cash. For corporate customers who wish to open an account, the application must be cleared before any credit can be extended.(Sorry - does not include American Express

The Repair Process

Q: How long will it take before repairs are started?

Once repairs are authorised, you will be given a book-in date. This allows time for replacement parts to be purchased and minimises the length of time we need your car on site.

Q: Why can delays occur during the repair process?

No two car repairs are exactly the same. Occasionally there can be a delay in parts delivery, additional parts may be identified during the repair process or your insurers may need to inspect your vehicle. In this case repair could be delayed in obtaining supplementary authorisation from your insurers.

Q: How will I know when the repairs are finished?

Our Customer Service staff will give you an approximate completion date, where possible, when the car is booked in. An in-progress on-line update is available during repairs through this website. Delivery after repairs will be agreed by phone.

Q: Will my car be driven by your staff?

Yes. For collection and re-delivery, and for certain types of repair - normally involving mechanical procedures - we will road test your car after the repair process, for your safety.

Q: Can I choose when I have my vehicle delivered back to me?

We will provide an indication of morning or afternoon delivery. The courtesy car must be available to us at all times.

Q: Do you guarantee work undertaken to my vehicle?

All body repairs are guaranteed for a minumum of 12 months, or to the service level agreed with your insurer. Please note: service items, such as friction materials, are guaranteed only against faulty manufacture or fitting.

Q: What if I have a problem during the guarantee period?

Customer satisfaction is important to us. Let us know what your problem is, and we will sort it out as soon as possible.

Courtesy Cars

Q: Will I get a courtesy car while my vehicle is being repaired?

This depends upon the terms of your insurance policy. Please check with your insurer or broker.

Q: Is there any charge for the Courtesy car?

You will not be responsible for hire charges, but you will be responsible for items such as punctures. You are also responsible for all parking, speeding and congestion fines incurred. If we have to pay the fines and recharge you, you will also be liable for a handling fee.

Q: Who is responsible for damage to the courtesy car?

It is a condition of loan that the courtesy car is insured on your insurance policy. You are responsible for all damage incurred - including scuffs, soiled trim and third party damage. Any accident claim will therefore be on your policy and your normal excess will apply.

Q: Who can drive the courtesy car?

The same person(s) named on your insurer policy document, provided they hold a current full driving licence. We will have to take a copy of each driving licence of those intending to drive.

Q: Can I use the courtesy car abroad, or for extended travel?

Under NO circumstances can a courtesy car be taken abroad. No extended journey may be taken if the return is AFTER the repairs to your vehicle have been completed.

Q: What do I do if my courtesy car breaks down?

Almost all of our courtesy cars are less than 18 months old, and mechanical failure will be rare. Simply phone our Customer Services and they will give you instructions. Please remember it is your responsibility to check the oil, water, lights and tyres daily.

Q: What fuel do I use and is a refund available for unused fuel?

All our cars use unleaded petrol. There will be enough petrol in the car to at least get you to the nearest petrol station. No charge is raised - or refund given - in respect of fuel at the end of the loan.

Q: Can I have a like for like vehicle replacement?

Insurers normally only stipulate a group A car. We can arrange an upgraded car for you, but this will be chargeable at hire car rates.

Q: My car is an automatic. Can I have an automatic courtesy car?

You are only entitled to an automatic loan car if you are NOT licenced to drive a manual car.