Can You Choose Your Own Smash Repairer in Victoria?

If your car has been damaged in a collision, can you choose who repairs it, or does your insurer decide?

It’s a common question, and one that deserves a clear answer. The reality is that while insurers often suggest or prefer their own repairers, that doesn’t always mean you’re locked in. In many cases, drivers in Victoria do have the option to use their own trusted repairer, but it depends on the fine print of your insurance policy.

Choosing your own repairer can make a big difference in quality, communication and confidence in the repair process. Knowing where you stand, and what to ask, is key to protecting your vehicle and your rights.

Understanding Your Policy: Repairer Choice and Limitations

Most comprehensive car insurance policies in Australia fall into one of two categories when it comes to repairer selection:

Policy feature	What it means
Includes choice of repairer	You are entitled to nominate your preferred repairer after an accident
Excludes choice of repairer	The insurer chooses a repairer, usually from their partner network
Cash settlement offered	You may choose your own repairer but could be responsible for any cost gap

"Choice of repairer" is sometimes included as standard in comprehensive policies, but in many cases, it is an optional extra. If you have selected this option or it is built into your policy, you can request that repairs be carried out by a repairer you trust, not one selected by the insurer.

Where the policy does not include this option, insurers are typically entitled to choose the repairer. However, many insurers will still consider a quote from your chosen repairer, particularly if the costs and repair methods are reasonable.

Always review your Product Disclosure Statement (PDS) or contact your insurer directly to confirm your rights.

Legal Position in Victoria: What the Law Allows

In Victoria, there is no legislation that requires drivers to use a repairer chosen by their insurance company. However, there is also no law that gives you an automatic right to choose your own. This means your rights depend on your contract with the insurer.

What is legally required is that insurers act fairly and handle claims responsibly under the Insurance Contracts Act 1984 (Cth) and the General Insurance Code of Practice. If an insurer authorises repairs, they are responsible for ensuring the work is completed to a satisfactory standard. If the repairs are faulty or incomplete, the insurer must resolve the issue, even if they did not carry out the work themselves.

If you are not happy with the insurer's repairer, you can lodge a dispute through the insurer’s internal dispute resolution process, and if needed, escalate it to the Australian Financial Complaints Authority (AFCA).

Why Drivers Prefer to Choose Their Own Repairer

Independent repairers like Surrey Accident Repair Centre focus on quality, not volume.

Our customers often choose us for reasons that go beyond convenience:

Repairs completed to manufacturer specifications

Access to genuine or high-quality aftermarket parts

Skilled technicians with decades of experience in structural and cosmetic repairs

Clear communication with the people actually repairing your vehicle

Repairs that prioritise your safety and the car’s resale value

Insurer-appointed repairers are often under pressure to keep costs low and turnaround times fast. That can compromise quality, especially for complex repairs or newer vehicles with advanced safety systems.

What to Do If You Want to Use Your Own Repairer

Here is a step-by-step guide if you want to nominate your own repairer after an accident:

Review your insurance policy
Look for wording around "choice of repairer" or "preferred repairer". If unclear, call your insurer and ask for confirmation in writing.
Obtain a quote
Contact your preferred repairer, such as Surrey Accident Repair Centre, and request a detailed written quote.
Submit the quote to your insurer
The insurer will assess the quote. They may approve it, reject it, or negotiate a cash settlement.
Request a cash settlement if needed
If your insurer insists on using their panel repairer and you disagree, ask whether they will offer a cash payout so you can proceed with your chosen repairer.
Check repair warranties
Insurers typically guarantee work completed by their network repairers. If you choose an independent shop, ask about the warranty provided.

Experience You Can Trust

Surrey Accident Repair Centre repairs vehicles across Melbourne every day. We have built our reputation on precision workmanship, honest communication and customer-first service. As an independent repairer, we are not part of any insurer’s preferred network, which means we work for you, not your insurer.

Our team is fully qualified to carry out structural and cosmetic repairs on all major vehicle makes and models. We use manufacturer-approved techniques and the latest equipment to return your car to pre-accident condition, both in appearance and in safety.

Have Questions?
We Are Here to Help

We understand that dealing with insurance claims and vehicle damage can be stressful. Whether you are still assessing your options or ready to request a quote, our team is happy to guide you through the process.

Surrey Accident Repair Centre

We work with all major insurers and can assist you in seeking approval to use our workshop. If your insurer is offering a cash settlement, we can help you understand what it means and whether it will cover the work needed.

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