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 12 month 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, processes, procedures and techniques used are approved under the PAS125 Kitemark accepted and supported by vehicle manufacturer and we can undertake work to any make of vehicle and give the same guarantees as detailed above. We also approved directly by some manufacturers.

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 which is directly related to the accident circumstances unless otherwise agreed in writing. If you are unhappy with the insurance 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 to 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; We may be waiting for an insurance engineer to inspect the vehicle; Additional parts may be identified during the course of repairs affecting the original estimated completion date.

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 agreed three years or over.

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Stay In Control With Our Jargon Buster

Like most industries, vehicle crash repair has a whole host of unusual phrases specific to its genre. AW Accident Repair Centers acknowledges this and its Jargon Buster ensures that all our customers 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.


VDA is a qualified Vehicle Damage Assessor who is certified to select the most appropriate repair method to accident damaged vehicles.

ATA Qualified

ATA is an Automotive Technician Accreditation. This is a test of a technician’s competency that is re-examined every five years.

BSI PAS125 kitemark

PAS125 is a Publicly Available Specification set up by British Insurers and the Thatcham Repair Research Centre to ensure the competent and safe repair of motor vehicles. The specification is audited and certified by the British Standard Institute.

Emergency Recovery / Uplift

If your vehicle is not drivable (‘Immobile’) or insecure following your accident your insurer may arrange an ‘Emergency Recovery’ from the scene of the accident or a recovery agent. 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 and method of repair have been agreed with insurer or fleet management company. 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 renders 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 or At Fault 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 normally British Standard Kitemark approved accident repair centers who have met strict criteria in order to become licensed. 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 well known brand 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’ or ‘Not Approved’. 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 where 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 and the incorrect repair method used can compromise the safety of your vehicle following repairs on modern day vehicles.