How a bodywork and paint workshop works with insurers, from claim to handover

When you have an accident and the repair is covered by insurance, whether yours or the other driver's, the process has more steps than an ordinary repair. It is not complicated, but it helps to understand it so you know what to expect at each stage and why there is sometimes a wait. This is the usual path of a bodywork claim event, from the knock to picking up your car.

1. Reporting it

It all starts with telling the insurer about the accident. If another vehicle is involved, the most practical thing is to fill in the accident report form (the Spanish Declaración Amistosa de Accidente) at the scene, signed by both drivers. Then report it to your insurer within the deadline set in your policy, which is usually a few days. Take photos of the damage and the scene: they will help later on.

2. You choose the workshop

You have the right to take your car to the workshop you prefer. The insurer may recommend workshops in its network, but the final decision is yours unless your policy expressly says otherwise. When you bring the car in, we give you a vehicle deposit receipt and inspect it to prepare the damage assessment.

3. The assessment

The insurer sends a loss adjuster to assess the damage. The adjuster examines the car, often at the workshop itself, and decides what is repaired, what is replaced, and how many labour hours and materials are allowed. In some cases the assessment is done from photos. We are there to explain what we have found and give our technical view.

If hidden damage appears once parts are removed, it is reported to the adjuster so they can assess it too. This is known as a supplementary assessment, and it is quite common with more significant impacts.

4. The repair

Once the insurer approves, the work begins: panel work, preparation, painting and refitting. Meanwhile, you can follow the status of your vehicle in real time. If your policy includes it, or subject to availability, we can offer you a courtesy car.

5. Handover and payment

When the car is ready, we check it, clean it and let you know. Depending on the case, the insurer pays its share directly to the workshop. If your policy has an excess and the claim is on your own insurance, you pay that part. If the other driver was at fault, their insurer normally covers the repair.

What do we do for you?

• We help you understand the steps and what paperwork is needed.
• We liaise with the insurer and the loss adjuster, so you do not have to keep phoning.
• We assess the damage on technical grounds and make the case to the adjuster when we think it is needed.
• We keep you informed about how the repair is going.

When there is disagreement

Sometimes the workshop and the adjuster disagree on whether a part should be repaired or replaced, or on the extent of the damage. Most of the time it is settled by talking it through and providing photos or measurements. If you disagree with the insurer's assessment, you have ways to complain: first to the insurer itself and, if that does not resolve it, to the bodies set up for that purpose.

If you have had an accident, you can bring your car to our workshop in Las Chafiras and we will take care of dealing with your insurer. If you are an insurer or claims handler, see our page for insurers.