FAQs

Claims Process

What documents will I need to bring with me?

Insurance policy document, photo ID driving licence. If you are due to receive a replacement vehicle, we will require you to provide a driver licence check code from the DVLA. Find out more.

Can you help me with my claim?

Motofix has built up good working relationships with many leading Insurance companies and understand industry requirements.

We can therefore normally speed up the claim to repair authorisation process and would be happy to assist you.

How long will it take before you can start work?

We will carry out the repairs as soon as we have authorisation from the insurer.

Why delays can occur during the repair process?

We work hard to keep delays to a minimum but occasionally there are factors that can cause delays to a repair. The most common reasons include waiting for authorisation from the insurer and parts delays.

How long will it take to book my vehicle in for repair?

If your vehicle is driveable we aim to book your vehicle in within 10 working days. This allows us time to pre-estimate and order parts. We offer immediate bookings for non-driveable cases.

Estimate & Repair Process

Do I need an estimate prior to repairs being undertaken?

If your vehicle is drivable, we recommend obtaining an estimate before repair. This way we can obtain approval and order parts prior to commencing work.

How do I obtain an estimate?

Estimates are normally provided on a pre-booked appointment basis only, please speak to one of our customer advisors to organise an appointment.

Will someone speak to me about the repairs?

Yes, one of our Vehicle Damage Assessment team will call you to discuss the repair method and update you on how long the repair is likely to take.

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, when we are required to collect and redeliver and for certain types of repairs. We will also road test cars as part of the quality control process at the end of repair.

What updates will I get during the repair?

You can check repair progress using our online repair tracker (find out more LINK). A member of the Motofix team will also inform you a day before your car is due to be ready for collection/delivery.

How long will you want my vehicle for?

We aim to repair vehicles within 5 working days. However, the time taken is dependent on repair authorisation and parts availability.

Can you repair additional damage whilst my car is in for repair?

Yes, we would be happy to quote for additional repairs including scuffs, dents and wheel refurbishments. Please speak to one of our Customer Service Advisors for a personalised quote.

Will you clean my vehicle after repair?

Yes, we offer a cold wash and vacuum as part of our repair service. We can offer a ‘Mini Car Valet’ with warm wash, wax, wheel and interior clean for just £20. Please place your request with our Customer Service Advisor.

Estimate & Repair Process

Do I need an estimate prior to repairs being undertaken?

If your vehicle is drivable, we recommend obtaining an estimate before repair. This way we can obtain approval and order parts prior to commencing work.

How do I obtain an estimate?

Estimates are normally provided on a pre-booked appointment basis only, please speak to one of our customer advisors to organise an appointment.

Will someone speak to me about the repairs?

Yes, one of our Vehicle Damage Assessment team will call you to discuss the repair method and update you on how long the repair is likely to take.

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, when we are required to collect and redeliver and for certain types of repairs. We will also road test cars as part of the quality control process at the end of repair.

What updates will I get during the repair?

You can check repair progress using our online repair tracker (find out more LINK). A member of the Motofix team will also inform you a day before your car is due to be ready for collection/delivery.

How long will you want my vehicle for?

We aim to repair vehicles within 5 working days. However, the time taken is dependent on repair authorisation and parts availability.

Can you repair additional damage whilst my car is in for repair?

Yes, we would be happy to quote for additional repairs including scuffs, dents and wheel refurbishments. Please speak to one of our Customer Service Advisors for a personalised quote.

Will you clean my vehicle after repair?

Yes, we offer a cold wash and vacuum as part of our repair service. We can offer a ‘Mini Car Valet’ with warm wash, wax, wheel and interior clean for just £20. Please place your request with our Customer Service Advisor.

Mobility Solutions

Will I get a replacement vehicle?

This depends on whether you have paid for this option as part of your policy – if you have, please book the replacement vehicle via your insurer.

If you had a Non-fault accident you may be interested in our Credit Hire / Repair service

I am entitled to a replacement vehicle, what will I get?

We provide a Grade A (3dr) vehicle (Typically, Toyota Aygo 3dr). If you would like an upgrade, we can offer a Grade B, Ford Fiesta 5dr for a small fee. Please speak to one of our Customer Service Advisors for a personalised quote.

I am not entitled to a replacement vehicle, can you help?

Yes, we can offer a Grade B, Ford Fiesta 5dr car for a small fee. Please speak to one of our Customer Service Advisors for a personalised quote.

What if I damage your replacement vehicle?

As with any rental vehicle you will be responsible for fuel used, any damage (including scuffs, soiled trim or third-party damage). If the damage is subject to an insurance claim you will also be responsible for reporting the claim and payment of another excess.

What if I incur fixed penalty notices whilst using a replacement vehicle

You will be 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, so we strongly advise these items are settled prior to return of the replacement vehicle.

Can I take the replacement vehicle abroad or on extended travel?

You are normally limited to 50 miles per day (350 per week) and vehicles are not to be taken abroad without express written permission from Motofix.

Who can drive the replacement vehicle?

Normally, the same person(s) named on your insurer policy document, provided they hold a full current driving license and subject to DVLA license checks. In the event that Motofix provide insurance cover, the only person(s) entitled to drive are those approved by us in writing.

Payments required

How much will I be liable to pay?

When making an insurance claim, you may be required to pay an excess. This is normally a one-off payment documented in your policy. However, some claims may be subject to VAT, voluntary excesses and/or betterment charges imposed by your insurer. You should be notified of these in advance by your insurer.

How can I pay?

We accept all major debit and credit cards excluding American Express and Diners Club. 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 as long as you own the vehicle and parts are guaranteed by Manufacturer warranty. Important: service items, such as friction materials, are guaranteed only against faulty manufacturer or fitting.

How can you ensure a safe repair for my vehicle?

Our technicians are manufacturer trained with exclusive access to your manufacturers repair methods, tools and equipment.

Will the paint quality match the original manufacturer finish?

We use manufacturers approved paint and refinishing products to match the vehicle manufacturer original paint quality. (Please note, some plastic parts (e.g. bumpers) come pre-painted from the factory, it is possible you may observe slight colour variations on such items).

Is Motofix ‘Environmentally Friendly’?

In 2019 the NBRA awarded Motofix with a Silver environment award for environmental initiatives including the use of water-based paint products, waste to landfill reductions by 90% and many other initiatives.

Non Fault Questions

The Accident was not my fault
If the accident wasn’t your fault, you can use a credit hire company instead of making a claim through your insurance company.

A credit hire company pays for the cost of you hiring a replacement vehicle while yours is being fixed and pays for the cost of repairs. The company then claims back these costs from the insurance company of the other driver who is at fault in the accident.

Why would I use a credit hire company?
If you use a credit hire company, you won’t have the pay the excess on your policy. The credit hire company liaise with your insurance company and give you replacement transport. They may also offer services to organise repairs and help with claiming compensation for other injuries or losses because of the accident.

Your insurance company will need to know about the accident for their information, even if you don’t claim through them. The credit hire company may offer to contact your insurance company for you.

What do I need to be aware of if I use a credit hire company?
Make sure you check the small print before signing up to use a credit hire company. There should be detail in the agreement about the cost of the hire car per day. They will also include an amount which says what you will have to pay if you don’t cooperate with the company or mislead them in any way.

Some credit hire companies may also ask for a small payment as an insurance policy which guarantees you won’t end up paying the bill if the insurance company of the at-fault driver doesn’t pay up.

How do I find out about credit hire companies?
Make sure you check the small print before signing up to use a credit hire company. There should be detail in the agreement about the cost of the hire car per day. They will also include an amount which says what you will have to pay if you don’t cooperate with the company or mislead them in any way.

Some credit hire companies may also ask for a small payment as an insurance policy which guarantees you won’t end up paying the bill if the insurance company of the at-fault driver doesn’t pay up.

Paying excess for an accident that isn’t your fault
When you pay the excess for a car accident which isn’t your fault, you may need to claim this back from the insurance company of the driver who caused the accident once the claim is settled, if you don’t have legal expenses cover to pay this for you. If you have trouble getting your money back, you can take the insurance company or driver to court.
Reasons to use a credit repair service rather than claim on your own insurance!
Using the service of a Credit Hire / Repair Management company is a great way to eliminate the stress usually associated with having an accident that wasn’t your fault. They will provide you with a like for like hire vehicle for the duration of the repair and arrange the repairs to your vehicle on your behalf – it’s a fact many Insurers use the services of Credit Hire organisations.

The service is tightly managed and a great way to eliminate the stress of dealing with the aftermath of an accident that wasn’t your fault. The need for insurance involvement is removed and provides you with peace of mind that an experienced professional is acting on your behalf.

You will NOT have to pay your excess, the non-fault company will settle all repair and hire costs and recover these from the at-fault third party insurer.

You will receive a like for like replacement vehicle which will remain with you at least until your vehicle has been fully repaired, or until you have been compensated for the damage to your vehicle.

If your vehicle is a total loss (write-off), the full value of your vehicle will be recovered from the at-fault insurer AND you are entitled to a replacement vehicle for 14 days after your claim has been paid.

Reason why not claim on your own insurance!

your own insurer pays, your insurance record is affected, even when someone else is to blame. The protection of your Insurance record, or premium, is not your Insurers first concern.

If you make a claim on your own policy your premium may increase and your no claims bonus will be affected, even if you are clearly not to blame.

Some insurance companies will chase for reimbursement of your excess from the at-fault Insurer but many do not. If you have legal expenses cover you can use this to recover costs. However, this takes time and the excess is refunded only after the claim has been settled.

Insurer total loss service – your Insurer will take you out of a replacement car within just a few days of the car being declared a total loss and often before the claim is settled.

Reasons why NOT to use the at-fault (third party) insurer to fix your vehicle!
The at fault insurer will be eager to settle your claim in the most cost-effective way possible. This means that they may not offer you your full entitlement for a replacement vehicle. You may find that there is little to no recourse if things do go wrong during your claim.