Your smart move
for accident repairs.
Your smart move
for accident repairs.
YOUR REPAIR JOURNEY
Knowing what happens next can make accident repairs easier to manage. At Capital SMART, Key2Key™ is our 20-step digital repair process. The six stages below summarise the customer journey, helping you understand assessment, repair planning, quality checks and collection across our trusted repair network.
Six customer stages give you an overview of the journey. Your repair team will explain the steps relevant to your vehicle.
01
For an insurance repair, start with your insurer. Once your claim is approved, your insurer will arrange your initial appointment with Capital SMART. Follow the booking information you receive so you know where to go and what happens next.
If you are paying for the repair yourself, request a private quote online by uploading photos and a short description of the damage. Our team will explain the next steps for your repair.
02
Assessment helps our team understand the work your vehicle needs. For some insurance repairs, your insurer may send you a Guided Image Capture link to submit damage photos before your appointment. Follow the instructions provided with that link.
Our estimators review your vehicle’s repair needs. When your vehicle arrives, the team inspects the damage and confirms an estimated completion timeframe. If you would like advice about damage outside your existing claim, raise it with the team during assessment.
03
Planning brings together the repair requirements, parts and next steps. Our estimators order parts ahead of time where possible to help reduce delays. For insurance repairs, the work also needs to align with your claim and your insurer’s requirements.
Your estimated completion date depends on the damage and what is needed to repair it. Parts availability, insurer approval and the complexity of the work can affect the schedule. Ask your repair team if you need clarification about your estimate.
04
Our technicians carry out the agreed accident repairs, which may include panel repairs, replacement components, paintwork and refinishing. The work your vehicle needs depends on the damage identified during assessment.
Modern vehicles can also need specialist attention. Capital SMART identifies and coordinates ADAS calibration as part of accident repairs where required, and offers EV and hybrid accident repairs using high-voltage safety procedures and manufacturer repair methods. Your team can explain the work relevant to your vehicle.
05
Before your vehicle is returned, the team completes a quality inspection of the repair work. This checks the standard of workmanship and finish as part of our repair process.
Quality assurance supports consistency across the Capital SMART network. It is an important stage between completing the repairs and arranging collection, giving the team an opportunity to check the work before handing your vehicle back.
06
We will let you know when your vehicle is ready for collection. At handover, you can ask the team about the completed repairs and any questions you have about the work.
Support continues after collection. Read about our lifetime repair guarantee and contact your repair centre if you have a concern about a completed repair. For private repairs, ask the team to explain the warranty that applies to your work.
Want more detail? Read our step-by-step guide to the smash repair process.
If your vehicle is already with Capital SMART, visit Track My Repair and enter your vehicle registration and claim number. Keep your booking and claim details handy when making an enquiry.
If you cannot access your repair information, contact your insurer in the first instance for an insurance repair update. You can also find your Capital SMART repair centre for help with questions about your repair.
Repair times vary. Minor damage can typically be repaired sooner than more complex damage, but the timeframe depends on assessment, parts availability and, for insurance repairs, insurer approval. Your team will provide an estimate after assessing your vehicle. If you are planning transport or collection, check the latest timing with the team.
Have your vehicle registration and claim number ready to access Track My Repair. For help with your booking or completed repair, contact your repair centre.