FAQs

I have had an accident what should I do?
Call us first. Our number is 02 9699 6445. We can help you with all the details of lodging a claim and generally take the worry out of the whole process.

Can I get a quote over the phone?
Generally this is not possible however we can give you an indication of the cost of repairs from a description of the damage. To be honest, to be able to give a firm quote, we really do need to see the vehicle and in some cases disassemble part of it. You should not trust a repairer who has not personally inspected and assessed the damage.

 If I am not at fault and claim on my insurance will I have to pay an excess?
In most cases, as long as you provide all of the details of the person who is responsible for the damage, an excess will not apply to your claim and your No Claim Bonus will not be affected.

Who do I pay my excess to?
In most cases you pay the excess to your repairer. Some insurers will allow you to pay your excess to them over the phone or at one of their branches but this must be done prior to picking up your vehicle from us. The industry rule is that a repaired vehicle will not be released until the full excess is paid to either the repairer or the insurer.

Do I have the right to choose you as my repairer?
Almost every single insurance company in Australia allows you to choose Epsom Smash Repairs as a repairer. In some cases your insurance company may suggest that you go to another repairer (they may be cheaper or there may be a trade relationship they seek to enhance). But importantly, you are not under any obligation to use their repairer; they can only recommend – they cannot enforce their wish. If you have any problems, please ring us and we can advise on the particular situation.

Can you conduct emergency repairs to my vehicle?
In most cases we can replace glass, headlamps, tail lamps and other minor items to make your vehicle useable until you are ready for the major repairs to be commenced. You may have to pay for these repairs but you will be reimbursed when your claim is authorised (not when the work on your vehicle is completed) by your insurance company.

When is my car a write off?
This does depend on the company with whom you hold your insurance policy. Some insurers write cars off at 75% of the insured value. However, most value the damaged vehicle and then, if the cost of repairs plus the value of the damaged vehicle are greater than the sum your vehicle is insured for, they declare the vehicle a total loss.

What will I receive if my vehicle is a ‘total loss’?
The answer is that it depends on the policy you hold and your insurer. If you hold an agreed value policy you will receive the sum insured but if you hold a market value police you will receive what your insurer deems to be the market value of your vehicle. If you are not insured, we will advise you how to minimize your loss and costs.

What forms of payment do you accept?
We accept several different methods of payment. You can pay

• Visa, MasterCard and American Express* in person or via telephone;
• Cash
• EFTPOS is available at our office;
• Direct Debit / Bank Transfer**

We apologise but are we are unable to accept Diners Club cards, personal or company cheques.

* A 3% transaction fee applies to American Express cards
** Funds will need be to cleared in our account before picking up your vehicle