Insurance & Non-Fault Repairs
Refinish Limited handles insurance and non-fault repairs every week — using manufacturer repair methods, Audatex estimating, and real experience getting these claims handled properly. You don't have to use the repairer your insurer suggests.
Not every repair should be handled the same way
Some smaller cosmetic repairs are best paid privately, especially where you want to keep control of cost. More involved damage may be better handled through insurance, particularly where manufacturer repair methods, replacement parts, ADAS considerations or additional procedures are required. We'll help you work out which route fits your situation.
Private Repair
You keep full control of cost and timing, with no impact on your no-claims discount. Usually the right call for smaller cosmetic damage.
Insurance Claim
Your own insurer covers the repair, which usually makes sense for larger or more technical damage. You may still have choice over who carries out the work.
Non-Fault Claims Support
Following an accident that wasn't your fault, a non-fault claims support route can manage the claim on your behalf while keeping the repair with us.
Not on an insurer's approved list — and that's deliberate
Refinish Limited isn't part of any insurer's approved repairer network. That's a choice, not a gap — approved-repairer schemes are built around an insurer's costs and turnaround targets, not necessarily the standard of the finish.
Under UK law, you have the right to choose your own repairer, regardless of who your insurer initially suggests. If you'd like your car repaired at Refinish Limited, tell your insurer that's your choice — we can take it from there.
Get a QuoteNot your fault? We can help manage that too
If your vehicle has been damaged in an accident that wasn't your fault, Refinish Limited can work with an appropriate non-fault claims support route to help manage the claim — liability, replacement vehicle arrangements, cost recovery from the at-fault insurer — while the physical repair stays with us throughout.
The exact route available depends on the circumstances of your accident, so we'll always talk you through what's realistic for your situation rather than what sounds best in an advert.
What to expect: once liability for the accident is confirmed, benefits like a replacement vehicle and not having to pay your excess are typically part of a properly handled non-fault claim. What we can't do is guarantee that outcome before liability is actually established — that depends on your insurer and the other party, not on us. What we can promise is a proper assessment of the damage, a clear estimate, and straight answers about where things stand at every step.
Five steps, from first contact to repaired vehicle
Tell us what happened
Request an estimate and give us the basics — the vehicle, the damage, and how the accident happened. For insurance or accident damage, we may suggest a short workshop estimate appointment rather than relying on photos alone.
We assess the damage
We inspect the vehicle and identify what repair work is needed from the damage that's visible. Accident damage can extend behind bumpers, trims or lamps, so the estimate may need revising once we dismantle further.
We prepare the estimate
Where required, we prepare the repair estimate using Audatex and provide the information your insurer's engineering team needs to assess it.
The repair route is agreed
This depends on how the repair is being funded — your own insurer, the other driver's insurer, a non-fault claims support route, or paying privately. We'll explain what we need from our side before work begins.
We repair your vehicle
Once the repair is authorised, your vehicle is booked into our Stirling workshop and repaired using manufacturer repair methods and the process described on our process page.
Detailed estimates, backed by Audatex
For insurance-funded repairs, a simple retail quote often isn't enough. We prepare detailed estimates using Audatex — the estimating system used throughout the UK vehicle repair and motor insurance industries — breaking the repair down into recognised operations, manufacturer repair times, paint and refinishing work, and replacement parts.
Where required, we liaise directly with the insurance company and provide the estimate and supporting information to their engineering team — taking the technical back-and-forth off your hands.
There's a refundable £70 + VAT charge where an insurer specifically requires an Audatex assessment — see Get a Quote for the full detail.
Referred to a non-fault claims route, repaired without paying anything upfront
A customer came to us for an estimate on their Toyota Yaris after the rear bumper was struck while the car was parked and unattended. During the estimate, they mentioned they'd been told they'd need to pay their insurance excess upfront and claim it back later once liability was confirmed. Since the accident clearly wasn't their fault, we suggested they contact an appropriate non-fault claims support service instead. They did — the route was set up to keep the repair with us, the claims service arranged everything and provided a replacement vehicle for the duration, and the customer had nothing to pay upfront.
Insurance & non-fault repairs, answered plainly
Can I choose my own bodyshop for an insurance repair?
In most cases, yes — many UK insurance policies allow you to choose your own repairer rather than using the insurer's recommended network. It's worth checking your specific policy terms, as this isn't legal advice, but the right to choose is common and worth asking about.
Do I have to use the repairer my insurance company recommends?
No, not usually. Insurers will often suggest a repairer from their approved network, but you're typically entitled to use a repairer of your own choosing instead. That said, some insurers apply an additional excess or reduce certain benefits, such as a full guarantee, if you go outside their network — we can help you challenge that if you'd like to use us. It's also worth knowing that approved repairers are often well outside Stirling, which can mean an inconvenient trip for an estimate or to drop off your car.
Should I claim on insurance for bodywork damage?
It depends on your excess, the impact on your no-claims discount, and how severe the damage is. For smaller cosmetic repairs, paying privately often works out better value; for larger or more technical damage, claiming usually makes more sense. We're happy to talk through your specific situation.
Why does an insurance repair cost more than a private repair?
It's not a difference in quality — every repair follows the same manufacturer repair methods and uses the same materials, whether it's paid privately or through insurance. The extra cost comes from the additional administrative and compliance steps insurance work requires, such as Audatex estimating and insurer liaison. Our private, retail rate is also set lower because we're paid on completion, rather than waiting on an insurer's invoice to be processed.
What is included in a manufacturer-method insurance repair?
A manufacturer-method repair follows the vehicle manufacturer's specified process for that particular damage — covering assessment, correct parts, approved repair techniques, colour matching, and any required recalibration — rather than a generic repair approach.
What should I do if someone hits my car and it wasn't my fault?
Exchange details with the other driver, take photos of the damage and the scene, and get in touch with us before agreeing to any repair route. We can talk you through the non-fault claims support process and take care of the repair from there.
Can I choose Refinish Limited for a non-fault accident repair?
Yes. Where an appropriate non-fault claims support route is used, it's set up to keep the repair with the bodyshop of your choice, so you can have your vehicle repaired at Refinish Limited rather than a network repairer.
Will I have to pay my excess if the accident wasn't my fault?
In general terms, a properly handled non-fault claim aims to avoid you paying an excess, since the at-fault driver's insurer is liable for the costs. Exact terms depend on your individual circumstances, so this shouldn't be taken as a guarantee — we can talk you through what to expect.
Can I get a replacement car while mine is being repaired?
This is typically arranged as part of the non-fault claims support route, which can include a replacement vehicle for the duration of the repair. Availability depends on your circumstances, so it's worth raising early in the process.
How does a non-fault claims support route work with Refinish Limited?
Broadly, the claims support route manages liability, replacement vehicle arrangements and cost recovery from the at-fault driver's insurer, while the physical repair stays with us throughout. Get in touch and we'll walk you through the specifics for your situation.