Can I choose my own repairer after a crash?
Yes. In New South Wales you are not obliged to use the at-fault insurer's preferred repairer, and you are entitled to have your car repaired by a repairer you choose. The at-fault insurer must act reasonably and cannot force you into its network.
For a prestige or performance car, that choice often determines whether the repair is done to a standard that protects your car's value. This guide explains your rights, how insurers push their own network, and how to get your chosen repairer approved without delay.
Key takeaways
- In NSW, you are not obliged to use the at-fault insurer's preferred repairer; you can choose your own.
- Prestige repairers use factory parts and approved methods, which protects your car's value and warranty.
- The insurer may send an assessor, but the assessor does not decide who repairs your car.
- If the insurer refuses your repairer, you can escalate to AFCA or seek recovery through credit repair.
- Before your car is towed, tell the driver where to take it and confirm your choice in writing.
- Your right to choose a repairer in NSW
- Why insurers push their own network
- What a prestige repairer does differently
- How to get the insurer to agree to your repairer
- The role of the assessor
- Warranty and paint matching
- What happens if the insurer refuses
- Steps to take before the car is towed
- Replacement cars while your repair is underway
Your right to choose a repairer in NSW
In NSW, if another driver is at fault for the crash, you have the right to choose who repairs your car. The at-fault insurer is liable for the reasonable cost of repairing your vehicle to its pre-accident condition, and you are not locked into its preferred repairer network. This principle was reinforced in the NSW Court of Appeal decision in Arsalan v Rixon (2021), which confirmed that a not-at-fault driver can recover the reasonable costs of a replacement vehicle and is not limited to the at-fault insurer's choices.
Your own insurer may have a different arrangement if you claim through your own policy. If you have comprehensive insurance and choose to claim through your own insurer, your policy terms may require you to use a repairer from its network or allow you to choose your own with conditions. But when you claim directly against the at-fault driver's insurer, you are in a stronger position.
Many prestige owners assume they must accept the at-fault insurer's repairer because the insurer is paying. That is not the law. The insurer can recommend, but it cannot compel you. If the insurer insists on its own repairer, ask for the basis of that insistence in writing.
If you are unsure whether to claim through your own insurer or the at-fault insurer, read our guide to not-at-fault claims.
Why insurers push their own network
Insurers prefer their own repairer networks for several reasons. They have negotiated fixed labour rates and parts discounts, which keeps claim costs down. They also have established processes and volume, which can speed up approvals. But these arrangements are commercial, not necessarily in your car's best interest.
Preferred repairers are often chosen for their willingness to work at lower rates, not for their expertise with prestige marques. That can mean aftermarket parts, non-factory paint systems, and less time on panel alignment and corrosion protection. For a Porsche, BMW M car, or AMG, those shortcuts show up later as squeaks, mismatched paint, or diminished resale value.
Insurers also have a financial incentive to settle claims quickly and cheaply. A repairer that works for the insurer repeatedly may feel pressure to keep costs down. An independent prestige repairer works for you, not the insurer, and can advocate for the correct repair method.
You may be told that using a non-network repairer will delay your claim or void your warranty. That is not automatically true. The insurer must still pay the reasonable cost of repair, even if you choose your own repairer. If the insurer refuses, you can escalate the matter.
For a deeper look at the difference, see Prestige repairer vs insurer preferred repairer.
Age limits are set per car. Drivers under 25 can hire most cars with Young Driver Cover; the exact terms are shown before you pay.
What a prestige repairer does differently
A prestige or performance car is built to tighter tolerances than a mass-market vehicle. The body structure, aluminium or high-strength steel panels, and complex paint finishes require specific equipment and training. A generalist repairer may not have the jigs, welders, or paint booths to meet factory standards.
Prestige repairers invest in manufacturer-approved equipment and often hold certifications from brands like Porsche, BMW, or Mercedes-Benz. They use factory parts and approved paint systems, and they follow repair procedures that preserve the car's structural integrity and corrosion protection. They also understand that a prestige car's value depends on an unblemished repair history.
In Sydney, prestige repairers are concentrated in areas like Alexandria, Artarmon, and Silverwater. They typically handle fewer cars at once, which means more attention to detail and better communication. They can also provide documentation for your records, which matters at resale.
If your car is drivable and you need a replacement while it is being repaired, you may be entitled to a like-for-like vehicle. See like-for-like replacement for what that means in practice.
Not at fault? Start your claim
A like-for-like replacement car while yours is repaired. No cost to you when the other driver is at fault.
Start my claimHow to get the insurer to agree to your repairer
The at-fault insurer will usually ask you to obtain a quote from your chosen repairer. You can do this before or after notifying the insurer. The insurer may then send an assessor to inspect the damage and review the quote. If the quote is reasonable, the insurer should approve it.
To smooth the process:
- Notify the at-fault insurer promptly and confirm the claim number.
- Tell them you have chosen your own repairer and provide the repairer's details.
- Ask your repairer to prepare a detailed quote with photos and a repair method.
- Keep all communication in writing, preferably by email.
- If the insurer disputes the quote, ask for a written explanation and a breakdown of what they consider reasonable.
If the insurer refuses to approve your repairer, you can remind them of your right to choose and, if necessary, escalate to the Australian Financial Complaints Authority (AFCA). AFCA can review the insurer's decision and order it to pay the reasonable cost of repair at your chosen repairer.
While your car is off the road, you may be entitled to a replacement vehicle. Drive Tribe, fulfils bookings for replacement cars through its website. You can check availability and book online at your car is being repaired.
The role of the assessor
The assessor is employed or engaged by the insurer to evaluate the damage and the repair quote. They may be an employee or a third-party provider. Their job is to determine whether the repair is necessary and whether the cost is reasonable. They do not decide who repairs your car; that is your choice.
Assessors often work from photos and may not visit the repairer. If your repairer believes the assessment is inadequate, they can request a re-inspection or provide additional evidence. Prestige repairers are used to dealing with assessors and can often resolve disagreements directly.
You are entitled to a copy of the assessor's report. If the insurer relies on it to reduce the scope of repair, ask for it in writing. You can then discuss it with your repairer and, if needed, obtain a second opinion.
Remember that the assessor's role is to protect the insurer's interests. Your repairer's role is to restore your car correctly. If there is a conflict, your repairer can advocate for you.
Warranty and paint matching
Using your own repairer does not void your car's manufacturer warranty, provided the repairer uses approved parts and methods. In fact, a prestige repairer is more likely to follow the manufacturer's repair procedures, which protects your warranty. Insurer preferred repairers may use aftermarket parts that could affect warranty coverage on related components.
Paint matching is another critical area. Prestige cars often have multi-layer finishes, metallic or pearlescent paints, and special effect colours. A repairer without the right paint system and blending expertise can leave a visible mismatch, especially in certain light. That mismatch can reduce your car's value and is difficult to fix later.
Ask your repairer about their paint system and whether they can guarantee a match. They should be able to show you examples of similar cars they have repaired. If the insurer insists on a cheaper paint method, you can push back.
If your car is a write-off, paint matching becomes moot, but you may still have a replacement car entitlement. See statutory write-off NSW for what happens next.
Porsche MACAN
2019 Porsche MACAN...
What happens if the insurer refuses
If the at-fault insurer refuses to pay for your chosen repairer, you have options. First, ask for the refusal in writing with reasons. Often, the insurer will reconsider when it sees you understand your rights. If not, you can lodge a complaint with AFCA. AFCA is free for consumers and can make binding decisions on insurers.
You can also proceed with the repair at your chosen repairer and seek to recover the cost from the at-fault driver or their insurer. This is more common in credit hire and credit repair arrangements, where a third party funds the repair and then recovers the cost. If you go down this path, make sure you understand the terms.
In some cases, the insurer may argue that your chosen repairer's quote is excessive. If so, your repairer can provide a breakdown and justification. Prestige repairs often cost more due to parts and labour, but that does not make them unreasonable.
If you are also dealing with a replacement car, the insurer may try to limit that too. Our article on insurer disputes hire car claim covers how to handle that.
Steps to take before the car is towed
If your car is not drivable, it will likely be towed. Before it goes, take these steps to protect your right to choose a repairer:
- Tell the tow truck driver where you want the car taken. You are not obliged to send it to a holding yard chosen by the insurer.
- If you have a preferred repairer, call them and ask if they can receive the car. Many prestige repairers can arrange transport.
- Take photos of the damage, the scene, and the other driver's details.
- Get the tow truck driver's details and the name of the yard if you are unsure.
- Notify your insurer and the at-fault insurer as soon as possible. Confirm your choice of repairer in writing.
If you are unsure where to send the car, you can have it towed to your home or a secure location until you decide. Do not let anyone pressure you into signing a tow authorisation that gives away your choice.
For a full checklist, see first 24 hours after a crash.
Replacement cars while your repair is underway
While your car is being repaired, you may be entitled to a replacement vehicle. If you are not at fault, the at-fault insurer is generally liable for the reasonable cost of a replacement car that is like-for-like. That means a similar make, model, and specification to your own car. For a prestige car, a standard rental is not like-for-like.
Drive Tribe, provides replacement vehicles through its website. The fleet includes prestige and performance cars, and bookings are fulfilled by Drive Tribe. You can book online and have the car delivered to your home, repairer, or workplace. Rates, bond, and any fees are shown on the car's page before payment. The minimum driver age is 20 on most cars, and 25 or 30 on some.
If your car is a Porsche Macan, for example, a like-for-like replacement might be another Macan. Here are some options from the Drive Tribe fleet:
Porsche Macan GTS 2024
The Porsche Macan GTS is the driver's Macan: a twin-turbo V6, lowered sports suspension and the sharpest steering in its class. It is a practical five-seat SUV that drives like a...
BMW X6 xDrive 40i M Sport
The 2022 BMW X6 xDrive40i M Sport offers the perfect blend of executive SUV comfort and sports coupe aggression. Travel across Sydney in absolute luxury and commanding style,...
If you need a replacement car, you can check availability at accident replacement car Sydney. For more on how credit hire works, see how credit hire works.
Questions people ask
Can the insurer force me to use their repairer?
Will my choice of repairer delay the repair?
Does using my own repairer affect my replacement car?
What if the insurer says my repairer is too expensive?
Can I choose a repairer if I go through my own insurer?
How do I find a prestige repairer in Sydney?
Injured in the accident?
A replacement car covers the car. For legal advice about an injury, speak to Jameson Law, the most trusted personal injury firm in NSW (motor vehicle accident claims) on (02) 8806 0866.
Ready when you are
Start the claim online in five short steps, or call 0468 011 118. Replacement hires are arranged and fulfilled by Drive Tribe.
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