Introduction
After an accident, most people do what they’re told. Their insurer calls, recommends a repairer, and they go along with it — assuming the insurer knows best, or that they don’t really have a choice.
But here’s something your insurer probably won’t mention: you have the legal right to choose where your car is repaired. They cannot force you to use their preferred bodyshop. And in many cases, the repairer they recommend may not be the best option for your vehicle.
This isn’t a loophole or a technicality. It’s a well-established principle under UK law — and understanding it could make a significant difference to the quality of your repair, the parts used on your vehicle, and ultimately, the value and safety of your car after the work is done.
In this guide, we’ll explain exactly what the law says, why insurers push their approved repairers so hard, and what you should do if yours tries to steer you somewhere you’re not comfortable with.
What Does the Law Actually Say?
Your right to choose is protected
Under UK contract and consumer law, you are entitled to choose who repairs your vehicle after an accident — full stop. This right is not negated by your insurance policy, and it cannot be removed by your insurer as a condition of your cover.
The relevant legal principle stems from tort law: if someone (or their insurer) is liable to make good the damage caused to your property, you have the right to have that damage repaired to the standard it was before the accident. That right includes choosing a repairer you trust to carry out the work properly.
The Financial Conduct Authority (FCA), which regulates insurers, also requires that insurers treat customers fairly. Pressuring a customer into using a specific repairer — particularly when that repairer may not offer the highest standard of repair — can fall foul of those obligations.
What your policy can and cannot do
Your policy may contain a clause recommending use of an approved repairer, or stating that a courtesy car is only available if you use their network. That’s permissible. What isn’t permissible is an insurer telling you that you have no choice at all, or that your claim will be invalid if you go elsewhere.
If you choose your own repairer:
- Your insurer must still process your claim
- They may ask you to get an independent engineer’s assessment
- They cannot reduce your settlement simply because you didn’t use their approved repairer
- Courtesy car arrangements may differ — check your policy, or consider a credit hire vehicle if you’re a non-fault driver
What You’re Actually Entitled to After a Non-Fault Accident — Including Courtesy Cars
Why Do Insurers Push Their Approved Repairers So Hard?
The business model behind approved repairer networks
Insurers negotiate volume deals with approved repairer networks. In exchange for a guaranteed flow of work, those repairers agree to operate at reduced labour rates and often commit to using certain parts suppliers — sometimes non-OEM (non-original manufacturer) parts.
This helps insurers control costs. But it means the repairer may be operating under commercial pressure that doesn’t always align with what’s best for your car.
What “approved” actually means
Being on an insurer’s approved list doesn’t mean a bodyshop is better than an independent specialist. It typically means they’ve agreed to the insurer’s pricing structure and can turn repairs around within a set timeframe.
For straightforward repairs on standard vehicles, this may not be a problem. But for prestige vehicles, cars with advanced driver assistance systems (ADAS), aluminium bodywork, or specialist paint finishes, the difference in quality between an insurer-steered repairer and a true specialist can be significant.
Courtesy cars as leverage
One of the most common ways insurers push approved repairers is by tying courtesy car provision to their network. “Use our repairer and we’ll sort you a courtesy car” sounds convenient — but it shouldn’t be the deciding factor in where you get your car fixed.
If you’re a non-fault driver, you’re entitled to a like-for-like replacement vehicle regardless of which repairer you use. If you’re a fault driver, check your policy — but don’t let the courtesy car tail wag the repair quality dog.
What to Do in the First 24 Hours After an Accident
The Risks of Using an Insurer-Appointed Repairer Without Question
Non-OEM parts
One of the most significant risks is the use of non-original manufacturer parts. An insurer-steered repairer may be contractually incentivised to use pattern parts (third-party copies) rather than genuine manufacturer parts. On a prestige or newer vehicle, this can affect safety, resale value, and manufacturer warranty.
If OEM parts matter to you — and on most modern vehicles they should — make this clear when discussing your repair, and get it confirmed in writing.
ADAS calibration
Modern vehicles are packed with safety systems: lane-keeping assist, automatic emergency braking, blind spot monitoring, and more. After a collision — even a relatively minor one — these systems may require recalibration. If a repairer doesn’t have the equipment or expertise to carry this out, your car may appear repaired but its safety systems may be compromised.
A specialist repairer will identify ADAS calibration requirements as a matter of course. A high-volume network repairer working to tight margins may not.
Rushed timescales
Volume-based approved repairers are often under pressure to return vehicles quickly. That can mean cutting corners on prep work, paint curing times, or quality checks. A repairer focused on doing the job properly will take the time it needs — not the time the insurer wants.
How to Exercise Your Right to Choose
Be clear from the first call
When you report your accident to your insurer, state clearly and early that you wish to use your own repairer. Don’t wait for them to begin booking your vehicle in elsewhere. The earlier you say it, the easier it is to redirect the process.
Put it in writing
Follow up any phone call with an email confirming that you are exercising your right to choose your own repairer, and naming the bodyshop you intend to use. This creates a paper trail if there’s any dispute later.
Know what to expect
Your insurer may send an independent engineer to assess your vehicle before authorising repairs. This is standard practice. A good specialist repairer will be comfortable working alongside this process.
Don’t be pressured
If your insurer pushes back or implies your claim may be affected, stay calm and repeat your position. You have the right to choose. If they continue to act unfairly, you can escalate to the Financial Ombudsman Service.
Conclusion
Knowing your rights doesn’t mean being difficult — it means making sure your car is repaired to the standard it deserves, by people with the expertise to do it properly.
At Crash Specialist Garage in Macclesfield, we work directly with customers who have chosen to exercise their right to a specialist repair. We handle insurer liaison, engineer assessments, and the full repair process — so you can focus on getting back on the road with confidence.
If your insurer is pushing you towards a repairer you’re not sure about, get in touch and we’ll talk you through your options.
Related posts:
• What to Do in the First 24 Hours After an Accident (Before You Call Your Insurer)
• Non-Fault Accident? Don’t Let the At-Fault Insurer Control Your Repair
• The Truth About Courtesy Cars After a Non-Fault Accident
Frequently Asked Questions
No. Your insurer cannot refuse a valid claim simply because you chose your own repairer. They may require an independent engineer’s assessment of the damage, which is standard, but the claim itself remains valid. If an insurer attempts to reduce or refuse a claim on this basis, you can escalate to the Financial Ombudsman Service.
Potentially, if you’re relying on a courtesy car provided through your insurer’s network. Check your policy. However, if the accident was not your fault, you’re entitled to a like-for-like replacement vehicle through credit hire regardless of which repairer you choose.
Read the wording carefully. Most policies say they “recommend” or “prefer” their approved repairers, not that you are obliged to use them. If there is a clause you’re unsure about, seek independent advice or speak to the Financial Ombudsman before agreeing to anything.
No. Your no-claims bonus is linked to whether you make a claim, not which repairer you use. In a non-fault claim handled correctly, your no-claims bonus should be unaffected regardless of repairer.
Look for a bodyshop with manufacturer approvals relevant to your vehicle, experience with your make and model, ADAS calibration capability, and a clear commitment to OEM parts. Ask whether they handle insurer liaison directly — a good specialist repairer will.
External sources:
• Financial Conduct Authority — Insurance: Conduct of Business Sourcebook
