FAQs

Estimate and claims process
How do I get an estimate prior to the repairs being carried out?
To ensure you receive our undivided attention, estimates are provided by appointment only. Speak to one of our customer advisors to organise an appointment.

What documents will I need to bring with me?
Driving licence, proof of identity, insurance policy document and copy of your claim form (if available). Our customer advisor will provide help with filling out claim forms, if necessary.

What if I have problems with my claim?
Motofix has built up good relationships with many leading insurance companies. Because we are aware of industry requirements, we can normally speed up the claim to repair authorisation process.

Repair booking and progression
How long will it take before you can start the work?
We will carry out repairs as soon as we have authorisation from the insurer.

Why can delays occur during the repair process?
There are various things that can cause delays, the most common of which are delays obtaining authorisation, parts delays or additional parts as being required during the repair cycle.

Will you carry out all the repairs estimated?
Normally yes, but insurance claims are subject to your insurance company approval.

Will my car be driven by your staff?
Yes for collection and redelivery and for certain types of repairs we will also road test cars after the repair process.

How will I know when the work is finished?
You can check progress on-line at your own convenience at our repair status page and a member of the Motofix team will inform you a day before your car is due to be ready for collection.

Payments required
How much will I be liable to pay myself?
From the outset, we will examine your level of cover and notify you of any excess that may be required by your insurance company. Under most agreements this is a one-off payment of a minimal fixed amount. However, some claims may be subject to VAT and/or betterment charges imposed by your insurer. You should be notified of these in advance by your insurer.

How can I pay?
Any UK major credit card. For corporate customers who wish to open an account, the application must be cleared before any credit can be extended.

After sales guarantee
How long do you guarantee repairs for?
All repairs are guaranteed for 12 months (subject to the service level agreement with your insurer). Please note: service items, such as friction materials, are guaranteed only against faulty manufacturer or fitting.

What if something goes wrong later on?
Complete customer satisfaction is our priority. Should there be any problem at all with your car once our repairs are completed, you can return it to us under guarantee and we’ll sort out the problem immediately.

Replacement/courtesy cars
Will I get a courtesy car?
Subject to your insurer, we can normally organise a courtesy car for you.

What if I damage your courtesy car?
You will be liable for any damage (including scuffs, soiled trim or third party damage). You are also responsible for any fixed penalty notices, speeding fines and/or congestion charges whilst the vehicle is issued to you. Any unpaid fines notified to Motofix will incur additional management charges.

Can I take the courtesy car abroad or on extended travel?
You are normally limited to 50 miles per day and vehicles are not to be taken abroad without express written permission from Motofix.

Who can drive the courtesy car?
The same person(s) named on your insurer policy document, provided they hold a full current driving licence. In the event that Motofix provide insurance cover, the only person(s) entitled to drive are those approved by us in writing.

Can I have a like for like vehicle replacement?
Insurers normally only stipulate a group A car. However, we can accommodate upgrades at an additional charge.



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