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When your vehicle sustains damage, the immediate aftermath can be a whirlwind of stress and uncertainty. Your first instinct is to get your car repaired and back on the road. However, the decision of where to get it fixed is one of the most critical you’ll make, with long-term consequences for your vehicle, your wallet, and your car insurance policy. As repair costs continue to rise, understanding your options is more important than ever. This guide explains the choice between an insurer-approved repairer and an independent repairer, and how choosing an approved repairer can help you handle your insurance claim with confidence.
After the initial shock of an accident, you lodge a car insurance claim. Your insurance company, aiming to streamline the process, will usually recommend a repairer from their “approved” or “preferred” network. This is the first major fork in the road. While you may, depending on your policy, have the option to nominate another repairer, it’s important to understand why staying within the insurer’s approved network often delivers the most efficient, transparent and secure outcome for both your vehicle and your policy.
The difference between these two paths is significant. An approved repairer works within a quality-controlled system designed to be efficient, consistent and aligned with both insurer requirements and modern repair standards. A non-approved or independent repairer operates outside that network, dealing directly with you and negotiating with your insurer on a case-by-case basis. Your decision affects repair quality, parts sourcing, timeframes, dispute risk and the strength of the guarantees that sit behind the work.
Knowledge is your most powerful tool during the claims process. This article will help you understand each type of repairer, explain how your choice can affect your insurance policy’s terms, highlight key differences in repair quality and parts, and outline the long-term effects on your car’s value and safety. It will also set expectations around the customer experience. By the end, you’ll see why an insurer-approved repairer is often the safest, simplest and most protective choice for your vehicle and your policy.
Before you can make a choice, you need to understand who the players are. The terms “approved”, “preferred”, and “independent” describe the relationship a repairer has with your insurance company, which in turn influences their processes, pricing and accountability.
An “approved” or “preferred” repairer is a smash repairer that has a formal agreement with an insurance company. These repairers are part of an insurer’s network, selected based on criteria that typically include repair quality, training, equipment, compliance, cost-effectiveness and speed. The insurer directs a high volume of work to these repairers in exchange for agreed labour rates, parts arrangements and adherence to specific claims protocols. For you as the policyholder, this often means a more streamlined claim experience: digital assessments, fast authorisations, integrated billing and clear communication between the repairer and the insurer.
An “independent” repairer has no formal network contract with your insurance company. They work outside the approved panel and negotiate each claim individually. Many independents are skilled and reputable, but the insurer has no direct oversight of their processes, pricing structures or quality assurance. While they can still liaise with your insurer, approvals may take longer, quotes may be challenged more often, and you may need to take a more hands-on role in managing the claim.
The moment you file your car insurance claim, the clock starts ticking, and your decisions begin to shape the entire experience. This is where the practical difference between approved and independent repairers becomes clear.
After you report the damage, your insurer will start the assessment process and estimate the cost of repairs. At this stage, your insurer will usually direct you to one of their approved repairers for quoting, assessment and repair. Because systems and pricing are already agreed, this path is designed to be quick and predictable. While you may be able to propose another repairer, stepping outside the network often means more back-and-forth, more documentation and extra approval steps.
Many policyholders do not realise that their car insurance policy may or may not include a “choice of repairer” feature. Some policies clearly state that the insurer will choose the repairer; others allow you to choose, sometimes for an additional premium. Regardless, the insurer’s recommendation of an approved repairer is not just about convenience. It reflects their confidence in that network’s standards, pricing and guarantees. Even if you have choice, it’s important to weigh up whether the extra time and potential disputes associated with going outside the network are worth it compared with the security of an approved repairer.
Your choice of repairer doesn’t just affect the immediate fix; it can have ripple effects that touch the core terms of your car insurance policy and how smoothly future issues are handled.
Carefully review your insurance policy’s Product Disclosure Statement (PDS). Some policies offer “choice of repairer” as a standard feature, others as a paid add-on, and some specify that the insurer will appoint the repairer. If you choose a repairer outside the network, the insurer may limit certain options or require additional assessments. By contrast, using an approved repairer usually means the repair method, labour rates and parts approach are already accepted by the insurer. This reduces the likelihood of disputes and helps ensure you are not left worse off.
In some cases, an insurer may apply an additional excess if you insist on using a non-approved repairer. This should be clearly outlined in your PDS. While your choice of repairer does not usually directly change your future premiums, claims that become complicated, delayed or disputed can lead to more administration and potential follow-up issues. Choosing an approved repairer helps keep the claim straightforward and reduces the risk of problems that might contribute to future costs.
Disputes often arise when a non-approved repairer’s quote is higher or uses methods and materials that differ from the insurer’s expectations. The insurer may argue that the job can be done adequately within their network at a lower cost. This can result in prolonged negotiations, additional inspections and, in some cases, the need for external dispute resolution. By choosing an approved repairer from the outset, you significantly reduce the likelihood of these disagreements, because the repairer and insurer are already aligned on standards, pricing and processes.
The most important difference between repairer types comes down to the quality and consistency of the work. This is shaped by the parts used, the repair methods followed and the guarantees that sit behind the repair.
Approved repairers operate under clearly defined parts policies with the insurer. For newer vehicles or where safety-critical components are involved, this may mean genuine Original Equipment Manufacturer (OEM) parts are specified. Where appropriate, high-quality aftermarket or recycled parts may be used in line with manufacturer guidance and regulatory requirements. Because these policies are agreed in advance, you get transparency and consistency. With independent repairers, the parts strategy can vary significantly. While some will insist on genuine parts, others may not have the same level of oversight, and any disagreement with the insurer over parts choices can slow down the repair.
Modern vehicles are highly complex, with advanced materials and driver assistance technologies (ADAS) that demand precise, manufacturer-aligned repair methods. Insurer-approved networks are regularly audited and equipped to meet strict standards, including structural alignment, ADAS calibration and corrosion protection. They invest in training, equipment and software to keep pace with evolving vehicle technology. Independent repairers may also be highly capable, but without the same level of network oversight and audit, there is greater variation in how consistently those standards are met and documented back to the insurer.
One of the key advantages of an approved repairer is the strength of the guarantee. Insurers commonly provide a lifetime guarantee on authorised repairs carried out within their network, giving you ongoing protection for as long as you own the vehicle. This guarantee is backed by both the insurer and the repairer, so if you move or sell the car, the network can still support future concerns. Independent repairers may offer their own warranty, but these can vary in length, scope and enforceability. If that business changes ownership or closes, your recourse may be more limited than with a large, established repair network.
A car repair is not a short-term fix. The quality and traceability of the work performed after an accident influence your vehicle’s value, safety and longevity for years to come.
Repairs completed within an approved network, with clear documentation and recognised standards, can be a positive signal to future buyers and assessors. A detailed repair history aligned with insurer-approved methods offers reassurance that the vehicle was restored properly. Conversely, a repair performed outside the network without the same level of documentation or oversight may raise questions for future buyers or inspectors, potentially affecting resale value.
If your vehicle is still under its manufacturer’s warranty, the way it is repaired matters. Insurer-approved repairers are accustomed to working within manufacturer guidelines and documenting repairs in a way that supports ongoing warranty coverage. Using parts or methods that are inconsistent with those guidelines can put aspects of the warranty at risk. While independent repairers may also follow correct procedures, choosing an approved repairer helps reduce uncertainty about whether the work aligns with your vehicle’s warranty conditions.
A proper repair is not just about making the vehicle look good again. It is about ensuring that crumple zones, restraint systems, sensors and structural components perform exactly as designed in any future collision. Approved repair networks are required to demonstrate that they are following correct repair procedures and that quality checks are completed. A cheaper or less controlled repair may look fine on the surface but could hide issues that compromise safety and performance, putting you and your passengers at risk.
A well-executed repair reduces the risk of future problems such as uneven tyre wear, water leaks, paint failure or premature corrosion. Because approved repairers are accountable to both you and the insurer, they have strong incentives to get the job right first time. If something does go wrong later, the insurer-backed guarantee gives you a clear path to rectification. With non-approved repairs, you may have to rely solely on the repairer’s own warranty and goodwill, which can be more difficult to enforce if issues arise years down the track.
The claims process can be stressful, particularly as average repair times have lengthened in recent years. The type of repairer you choose has a major influence on how smooth and transparent the experience feels.
With an approved repairer, you effectively gain a coordinated team: the insurer and repairer work together to keep you informed and the claim moving. Many network repairers use digital updates, photos and status reports so you can track progress easily. Importantly, being in the network does not mean the repairer is “on the insurer’s side” instead of yours. A good approved repairer understands both sets of expectations and can explain what is happening at each step in clear, customer-friendly language.
Insurers promote their approved networks because they are set up for speed and efficiency. Pre-agreed rates, processes and systems mean less time waiting for authorisations, fewer surprises and quicker access to courtesy cars or hire vehicles where your policy allows. Independent repairers may provide excellent service, but they often have to negotiate each step with the insurer, which can extend your vehicle’s off-road time and require more of your personal involvement.
Choosing an approved repairer does not mean giving up control. You still have the right to ask questions, request explanations and understand what parts and methods are being used. You can also choose which approved repairer or network you are most comfortable with, particularly if there are multiple options nearby. What you gain is the additional control that comes from having your insurer, your repairer and your policy all working in alignment rather than in opposition.
Many approved repair networks are made up of local, community-based repair centres backed by national systems and standards. This combination of local service and network support offers a powerful mix: you get personal, face-to-face care with the reassurance of large-scale resources, training and quality control behind it. Building a relationship with an approved repairer near you means you know exactly where to go, and who to trust, if you ever need help again.
Your car is a major asset, and who repairs it matters. AMA Collision is a trusted network of repair centres working closely with leading insurers to deliver high-quality, insurer-approved repairs across Australia. Our teams follow manufacturer-aligned methods, use the right parts for your vehicle and complete thorough quality checks to help protect your safety, your warranty and your car’s long-term value.
We’ll guide you through your policy’s repair options, liaise directly with your insurer and keep you informed from assessment to handover, so you can get back on the road with confidence. When the unexpected happens, choose the strength, support and reassurance of an approved repairer network—choose AMA Collision.
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