Should you use your insurer’s preferred repairer — or choose your own?

Car insurance policies either give you the option to choose your own repairer or force you to go with an insurer's preferred repairer. In this article, we'll run through the reasons why you should be wary of insurers who heavily insist on going with their preferred repairer and why you should always seek out a smash repairer that works for you.‍

Whether your insurance policy gives you a 'choice of repairer' or not, call Sheen first. We will help you understand and assess your options.

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What is an insurer preferred repairer?

An insurer preferred repairer is a smash repair shop or panel beater that has a service agreement with your insurance company. These repairers are part of the insurer’s authorised network and may receive a steady stream of referrals in exchange for meeting specific pricing, turnaround time, and quality control requirements.

While some preferred repairers offer high-quality service, others may prioritise speed or cost efficiency to meet the insurer’s benchmarks. This can sometimes impact repair quality, especially in more complex jobs involving structural damage or paint matching.

Whether or not you’re required to use a preferred repairer depends on the terms of your car insurance policy specifically the “choice of repairer” clause listed in your Product Disclosure Statement (PDS).

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The difference between preferred repairer and choice of repairer

If you have a good car insurance policy, you’ll likely have the option to choose between a preferred repairer and a choice of repairer. But what’s the difference between the two?

• Preferred repairer: Your insurer has a network of mechanics and panel beaters to hire to fix your car.‍
• Choice of repairer: Your policy enables you to choose your own repairer, meaning you can opt for a mechanic or panel beater you already know and trust.

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What’s the benefit of using your own repairer?

Choosing your own repairer gives you more control over the repair process, including who works on your vehicle and what parts are used. If you already have a trusted panel beater or want to go with someone highly rated, you don’t have to rely on whoever your insurer assigns.

At Sheen, our customers choose us because:

• We offer a lifetime guarantee on all repairs
• We use high-quality parts and products that meet manufacturer standards
• We prioritise workmanship, safety, and customer service, not just speed
• We provide a complimentary accident replacement vehicle so you’re never left off the road

Even if your policy doesn't automatically allow it, you may be able to negotiate with your insurer to have repairs done at the shop you trust, especially if you're willing to pay the difference.

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What should I look for in a smash repairer?

Not all smash repairers are the same. When choosing who will repair your vehicle, look for:

• Industry accreditation – Check for membership with bodies like the VACC or I-CAR, which hold repairers to high technical standards.
• Experience with insurance claims – A good repairer will know how to work directly with insurers, so the process is smooth and stress-free.
• Lifetime guarantee – This shows the repairer stands by the quality of their work long after the job is done.
• Use of quality parts and materials – Ensure they meet manufacturer specifications and won’t affect your warranty.
• Clear communication – You should be kept informed at every stage of the repair process, from quote to completion.

Ultimately, choosing the right smash repairer ensures your car is restored to pre-accident condition safely, efficiently, and without shortcuts.

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Risks of insurance preferred repairers

According to the Productivity Commission's Smash Repair and Insurance report, insurer-preferred repairer schemes may restrict consumer options, underscoring the importance of policies that allow drivers to select their own trusted repairers. While some preferred repairers provide excellent service, others may focus on cost and turnaround time to meet insurer expectations, sometimes at the expense of repair quality.

Here are some potential risks to be aware of:

• Limited repair options – You may not get a say in who repairs your car, especially if your policy doesn't include a choice of repairer clause.
• Inconsistent workmanship – Some preferred repairers prioritise volume over quality, which can affect the outcome of complex jobs.
• Use of non-genuine parts – To keep costs down, insurers may approve cheaper or aftermarket parts that don’t match original specifications.
• Short-term guarantees – Not all insurer networks offer long-term warranties. At Sheen, we offer a lifetime guarantee on all repairs for added peace of mind.

Before agreeing to use a preferred repairer, review your Product Disclosure Statement (PDS) and ask whether you’re entitled to choose your own. It’s your car, you should have the final say in how it’s repaired.

Ask your panel beater first

If you’ve been in a car accident, don’t feel obligated to commit to your insurer’s preferred repairer straight away especially if your policy includes a choice of repairer clause.

Instead, speak to a trusted panel beater first. A quality repairer can walk you through the claims process, help you understand what you’re entitled to under your policy, and even assist with submitting documentation to your insurer.

At Sheen, we help you:

• Review your car insurance repairs eligibility
• Prepare quotes and supporting evidence
• Liaise directly with your insurer where permitted
• Ensure your repairs meet the highest quality standards

Knowing your rights can make a big difference, and choosing a repairer you trust puts you in control of the outcome.

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Why choose Sheen Group as your preferred repairer?

At Sheen Group, we’ve helped drivers across Melbourne with car insurance repairs for over 50 years, combining expert workmanship, end-to-end support, and real care for every customer.

Here’s why so many policyholders choose us instead of defaulting to their insurer’s preferred panel:

• We provide a lifetime guarantee on all repairs
• You’ll get a replacement vehicle to keep you moving while we work on yours
• Our team includes experienced Melbourne panel beaters trained in manufacturer standards
• We can assist with insurance paperwork and liaise with your provider
• You stay in control — no unexpected swaps, no rushed repairs

Whether your insurer allows you to nominate a repairer or you’re unsure what your policy includes, we’ll help you understand your options and get the repair process started with confidence. Find your nearest Sheen repair shop now.

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