Information to prepare
Have the claim or incident reference, policy details, vehicle registration information, damage photos and insurer instructions available. Do not upload passwords, payment-card details or one-time security codes.
What the workshop must confirm
The workshop should confirm whether it can handle the relevant insurer process, what inspection or approval is required, whether recovery is needed, and which documents may be shared.
Workshop and insurer roles differ
The insurer decides coverage and authorization under the policy; the workshop assesses damage and performs approved work. Assistance with documents or communication does not mean the workshop controls claim acceptance, excess, replacement transport or settlement decisions.
If the insurer directs the vehicle to a particular network or inspection process, confirm that instruction before authorizing transport or repair.
Consent and information sharing
Claim handling can involve vehicle, contact and incident information. Ask what will be shared, with whom and for what purpose. Provide only the documents required for the process and use an agreed channel for sensitive records.
Never send account passwords, one-time codes or payment-card details through the general appointment form.
Changes during repair
Hidden damage, parts availability or revised insurer instructions can affect the estimate and schedule. Significant changes should be documented and approved through the applicable process before additional work proceeds.