You’ve had a bump, the claim is lodged, and your insurer has already named a repairer. Then a friend asks whether you get a choice of repairer. It’s a fair question, and the answer sits in your own policy wording rather than in a rule that applies to everyone.
This guide explains what the feature means in an Australian car insurance policy, how to read the wording in your Product Disclosure Statement (PDS), and when it makes a real difference. Most guides stop at pros and cons. We also cover what your insurer has to tell you (including South Australia’s disclosure law), who is responsible for the repair once it’s authorised, and where to go if something isn’t right, from the perspective of a repairer inside an insurer network.
What Does Choice of Repairer Mean?
Choice of repairer is a policy feature that lets you nominate who fixes your car after an approved claim. Without it, your insurer decides, usually picking a repairer from its own network. Policies generally fall into one of three groups:
- Included: it’s part of the standard cover, often on comprehensive policies.
- Optional extra: you pay a higher premium for it, and it only applies if it was on your policy when the incident happened.
- Insurer chooses: the policy states that the insurer selects the repairer.
Having a choice isn’t a blank cheque. Your insurer still assesses the damage, reviews the quote and authorises the work. If your repairer’s quote is higher than the insurer’s assessment, the insurer may pay only what it considers a reasonable cost or offer a cash settlement, leaving you to cover the gap.
Choice vs Preferred Repairer: Reading the Wording in Your PDS
Insurers don’t all use the same language, so two policies that look alike can work very differently at claim time. The Motor Vehicle Insurance and Repair Industry Code of Conduct commits signatory insurers to flag their choice of repairer policy in the PDS with a clear identifier and page reference, written in plain language. Check the contents page or index first, then look for phrases like these (exact wording varies):
| If your PDS says something like… | It usually means… |
|---|---|
| “You can choose your repairer”, listed as included cover | You can nominate a repairer. The insurer still approves the quote. |
| Choice of repairer listed as an optional extra | It only applies if you added it. Check your certificate of insurance. |
| “We will choose the repairer” | Repairs go through the insurer’s network. |
| “Preferred”, “partner”, “approved” or “network” repairer | A repairer the insurer has an ongoing arrangement with. It describes the repairer, not your right to choose. |
| “Reasonable cost”, “other quotes” or “cash settlement” | The insurer may pay only what it assesses as reasonable. |
| “Lifetime guarantee on repairs we authorise” | The guarantee is tied to repairs the insurer arranges. |
What Your Insurer Has to Tell You, Including South Australia’s Rules
South Australia has its own disclosure law for car insurers. Since 1 June 2023, amendments to the Fair Trading Act 1987 (SA) have required insurers to:
- tell you whether your policy lets you choose a repairer when you take out the policy, when you renew it and when you make a claim
- disclose any relevant interest they hold in a repairer, such as a financial interest or an ongoing contract, before engaging or authorising it
- publish a searchable list of those repairers on their website
The Consumer and Business Services SA factsheet confirms enforcement began on 1 December 2023, with court-ordered civil penalties of up to $10,000 for individuals and $50,000 for businesses. The rules cover vehicles you can drive on a class C (car) licence, where the policyholder owns the vehicle.
An insurer having relationships with repairers isn’t a warning sign on its own. That’s how networks work: agreed standards, processes and pricing that help claims move faster. The SA rules simply make those relationships visible. Outside SA, your PDS and your insurer’s answers at claim time are the places to find out where you stand.
When Choice of Repairer Matters
For some drivers, nominating a repairer is worth the extra premium. It tends to matter most when:
- Your car needs a specialist: some prestige, performance and electric models have manufacturer-certified repair programs.
- Location is a problem: you live or work a long way from your insurer’s network centres.
- You already trust a repairer: you have years of history with one workshop and want to keep it.
- The car is modified or rare: custom parts and classics can need skills or parts sourcing outside a typical network.
If the accident wasn’t your fault, your options can also differ depending on whose insurer handles the claim. Our guide on what to do if your car is damaged and it’s not your fault explains those paths.
When Your Insurer’s Network Is the Easier Path
For everyday damage on a drivable car, like a scraped bumper, a dented door or a panel that needs paint, the choice matters less than people expect. Going through your insurer’s network has practical advantages:
- The insurer takes responsibility: under the General Insurance Code of Practice, if your insurer selects and directly authorises the repairer, it accepts responsibility for the quality of the work and materials. Complaints about that repairer go through the insurer’s complaints process.
- Simpler guarantees: many insurers guarantee repairs they authorise through their network. If you choose your own repairer, that guarantee may not apply.
- Less admin: the insurer and repairer already share systems and approvals, so you’re not chasing competing quotes.
- No gap to negotiate: you generally pay your excess rather than the difference between two quotes.
Capital SMART is part of the repair network for Suncorp Group brands, including AAMI, GIO, Apia, Shannons, Vero, Bingle and Suncorp Car Insurance. When one of these insurers refers your claim to us, it books your assessment directly. Our insurance repairs page walks through each step, and our guide to insurance-approved repairers explains how these networks are set up.
If Something Goes Wrong: Complaints and AFCA
Most repairs go smoothly. If one doesn’t, whether it’s the quality of the work, a delay or a dispute over your repairer, follow these steps:
- Raise it early: tell the repairer and your insurer as soon as you notice a problem, and keep photos and written records.
- Complain formally to your insurer: under the General Insurance Code of Practice, subscribing insurers must decide your complaint within 30 calendar days or explain in writing why they need longer.
- Escalate to AFCA: the Australian Financial Complaints Authority is free, independent and handles vehicle insurance complaints. You can go to AFCA if your complaint isn’t resolved within 30 calendar days, and if you accept AFCA’s decision, the insurer is bound by it.
If you nominated your own repairer, check your PDS for how the insurer handles quality issues with repairers it didn’t select, and keep that repairer’s warranty details handy.
Frequently Asked Questions
Is choice of repairer worth it?
It depends on your car and where you live. It can be worth paying for if you drive a specialist or modified vehicle, live far from network centres, or want to keep using a particular repairer. For everyday damage on a common car, a network repairer often gives the same result with less admin and the insurer’s guarantee behind it.
Does choosing your own repairer cost more?
Often, yes. As an optional extra it raises your premium, and where it’s included the cost is generally built into the price. You may also pay the difference if your repairer’s quote is higher than the amount your insurer assesses as reasonable.
Will I lose my lifetime guarantee if I choose my own repairer?
You might. Many insurers only guarantee repairs they arrange through their own network, so a repairer you nominate may be covered by its own warranty instead. Your PDS will say which applies.
Can I choose Capital SMART for an insurance repair?
We accept insurance repairs referred by our partnered insurers: AAMI, GIO, Apia, Shannons, Vero, Bingle and Suncorp Car Insurance. With a different insurer, you can still have us repair your car as a private repair, paying directly after a free online quote. AAMI customers can find more on our AAMI car accident repairs page.
Final Thoughts: Know Your Policy Before You Need It
Your policy wording is far easier to check before an accident than after one. Find the choice of repairer section in your PDS, check your certificate for optional extras, and decide whether the feature is worth it for your car.
If you’re insured with a Suncorp Group brand and your claim is referred to us, our team handles the assessment, repair and final quality check. Paying privately instead? Request a free private quote or find your nearest Capital SMART repair centre. Find your nearest Capital SMART repair centre.