An overview of the repair process

If you have had an accident; don't worry, we are here to help to get your car back on the road as quickly as possible. Whether you have chosen to come directly to The Co-operative Motor Group Accident Repairs, or been referred by your insurance company we will adopt the following procedure to ensure the efficient and effective management of the repair process.

If your vehicle has been damaged in a collision, you probably heard this common misconception: your vehicle will never be the same. Chances are, it wasn't your insurance company representative or an employee of a collision repair business who said this. That's because every day collision industry professionals return collision-damaged vehicles to their previous condition - both structurally and cosmetically.

How does The Co-operative Motor Group ensure your vehicle is repaired properly after an accident? Today's vehicles are complex with high-quality paint finishes, technicians need to be properly trained in the entire repair process to achieve complete and safe repairs.

The Co-operative Motor Group's repair process begins when a detailed estimate is prepared, indicating all of the repairs needed to restore your vehicle to proper function and appearance. Sometimes, this damage assessment requires removing damaged body panels or other parts. This results in the most accurate initial estimate possible. The parts listed on the estimate are then ordered by our parts department. The collision repair business and/or your insurance company should explain whether the replacement parts are new parts ordered from the manufacturer of your vehicle, used parts ordered through an automotive recycler, or new parts manufactured by a company other than the manufacturer of your vehicle. Your collision repair business and insurer can explain the pros and cons of using each of these types of parts.

If your vehicle was hit hard in the collision, the repair facility should use a measuring system that checks specific points of your vehicle structure against dimensions provided by the vehicle or equipment manufacturer. The repair facility will also need to measure your vehicle several times during the repair process to make sure it is within the recommended tolerances.

Whenever appropriate, original parts are repaired. Severely damaged parts need to be replaced. A properly trained technician can repair sheet metal and plastic so that it can be difficult, if not impossible, to find any indication of damage. In some cases, parts not included on the estimate may need to be ordered during the repair process if "hidden" damage is found.

After repairs are complete, the vehicle is ready to be painted. The areas to be painted are first prepared. Repaired areas are finely sanded, primer and corrosion protection products are applied and areas that won't be painted are "masked off" and protected. The painter then uses a paint mixing system to mix the paint that will match your vehicle's finish. A paint code on your vehicle provides the starting point, but generally requires a trained eye to match the paint to your vehicle. Often, paint will require "blending," a technique used to facilitate matching the colour of your car. The paint is sprayed inside a spray booth designed to keep dust and other contaminants off the new finish.

Once the painting is complete, the vehicle is reassembled with all trim pieces, decals, and stripes. If any new glass is needed, it is usually installed at this point. The wheel alignment will also be checked if the collision damage was severe, if the vehicle spun, or if a tire, wheel, or suspension parts were damaged in the collision. This helps to catch any potential problems with the steering and suspension parts.

Finally, your vehicle is taken to the detailing area for a thorough interior and exterior cleaning. Any minor imperfections in the new paint surface will be removed by polishing and buffing. A final inspection checks that all work meets the repair facility's standards and the final paperwork is prepared for the vehicle owner and involved insurer.

Throughout this process, the repair business will be in contact with the insurance company handling the claim. The insurer may want to review the estimate and inspect the vehicle before or during the repair process. In some cases, the repair facility may need to obtain insurer and vehicle owner approval before completing additional necessary repairs not included on the initial estimate.

Damage assessment and estimate.

On delivery of your damaged vehicle to the Accident Repair centre, or when you drive the vehicle in, we will carry out an inspection and assessment of the damage and take digital photographs. An estimate of the repair costs will be complied and sent electronically with images to your insurance company. We will provide a copy to you upon request.

Pre-order of parts.

We don't wait for the insurance company approval to get organised! We will create a pre-order for the parts needed for the repair and immediately order any that are not readily available. This is because some unusual parts may not be held in stock and have to ordered from the manufacturer.

Insurance approval.

We have pre-approval agreements in place with some insurance companies that allow us to start work without specific approval. In this circumstance, we are able to start work on your vehicle as soon as we can plan it in our schedule. Normally we will recieve authorisation to repair the vehicle within 48 hours, However, should the estimated cost of repairs be close to the current market value of the vehicle the insurance company may choose to send a field engineer to assess the vehicle before making a final decision. We will keep you informed of the approval process status.

Repair schedule.

We will program the repair work on your vehicle into our bodyshop schedule which integrates each stage of the repair process needed together with the availability of parts and courtesy cars to ensure that we minimise the time needed for your vehicle to be unavailable to you. At the date agreed with you the repairs will commence.

Communication.

We will keep you informed on the progress of the repairs at regular intervals, by phone, email and/or text-messaging. Please also feel free to contact us at any time for additional updates if you wish. By appointment and subject to health and safety precautions, you may view the work that has been carried out on your car at any stage you wish.

Completion.

We will contact you when the work is complete and your car valeted ready for return to you. You will be asked to sign a handover checklist to confirm the work carried out is to your satisfaction and that the vehicle has been returned to you. Any excess amounts payable as part of your insurance schedule will be due for payment before the car is released. any work contracted directly by you will be due for payment upon completion.

Follow up.

You will recieve a follow-up call from our customer service team in the week following the return of your car to you, to confirm all is well.