Vauxhall Survey Shows Consumers Are Unaware of Their Rights Following A Crash

79 per cent of motorists expect that the repair work estimate would be carrried out at the most convenient location for them and 71 per cent expect to be kept up to date with the repair progress at every step.

Vauxhall has commissioned a survey, with results that show that consumers are not always aware of their rights when making an insurance repair claim, and as such could be missing out on the service levels they should expect.

The survey shows that 63 per cent of policy holders believe that their insurer will determine where their vehicles would be repaired after an accident. 18 per cent know that they have the right to choose where their vehicle is repaired. If given the choice, 18 per cent would opt for their insurer's choice of bodyshop.

Tony Neff, Vauxhall Accident Repair Channel Manager, said: "People don't realise that they have the right to choose where they get their vehicles repaired when making an insurance claim, so many will feel obliged to go with their insurers' recommendations. Many people do not read their terms and conditions, and so don't receive the service they expect when they make a claim, which creates problems for both consumers and insurers alike."

The survey also revealed that:

  • 91 per cent expect their vehicles to be repaired by trained technicians
  • 88 per cent expect them to be repaired using genuine parts covered by a manufacturer warranty
  • 90 per cent expected their vehicles to be repaired using proven repair methods
  • 73 per cent expect a courtesy car

"Consumers quite reasonably assume that crash repair work will be carried out to standard criteria across the board," continued Tony. "However, this is not the case and insurers are not actually obliged to guarantee any of this, even the fitment of new parts - using second-hand parts is perfectly legitimate. By shopping around for a repair outlet of their choice, consumers can be sure they will actually receive the level of service they expect. Vauxhall Approved Bodyshops guarantee that all of these expectations are met - when repairing a Vauxhall vehicle - which is why 99 per cent of our customers would recommend us to a friend."

79 per cent of motorists expect that the repair work estimate would be carried out at the most convenient location for them and 71 per cent expect to be kept up to date with the repair progress at every step. 55 per cent of people would expect their vehicle to be collected and returned having been cleaned thoroughly inside and out.

"Again, Vauxhall Approved Bodyshops can guarantee all of this, as we believe motorists are right to expect this level of service when making a repair claim," said Tony. "However, while shopping around for a repair bodyshop, consumers should also check the terms and conditions of their policies, as it is becoming increasingly common for insurers to insert a clause into their contracts that can result in the policy-holder being charged an additional excess of £200 if they do not use a repair bodyshop within their approved network."

Published 25 August 2011 Staff
 

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