Help and FAQs
Q. How long will the repair take?
A. Each repair is different but on average your car will be with us for about a week, as soon as we have assessed your vehicle we will let you know how long your car will take.
Q. Do you guarantee work undertaken to my vehicle?
A. Yes, all repairs carry a “lifetime” guarantee while new parts generally carry a 12 month manufacturer / Supplier warranty.
Q. What are the terms of the lifetime guarantee?
A. All repair work will carry a Lifetime Guarantee while the customer retains ownership of the vehicle. The guarantee commences on completion of the repair. Defects relating to replacement parts will be rectified under the terms of the manufacturers’ / suppliers guarantee. G B Flints will rectify free of charge any defect in the repair work carried out on the customer’s vehicle. This guarantee excludes defects caused by rust, normal wear and tear, improper maintenance, improper use, damage caused by further impact and any area subsequently repaired by any other individual or company.
Q. Will repairs undertaken by you affect my vehicle warranty?
A. No. All products, processes, procedures and techniques used are approved accepted and supported by vehicle manufacturers and we can undertake work to any make of vehicle and give the same guarantees as detailed above. We are also approved directly by several vehicle manufacturers.
Q. Do you provide courtesy cars when mine is being repaired?
A. Yes, we have a range of cars available for you to use including manual and automatic, so we will always be able to help you keep mobile.
Q. Who insures the Courtesy car?
A. We can sort that with you, either your own Insurer will transfer the insurance or you can arrange it. Remember insurance excesses also apply to courtesy cars.
Q. Can I choose when I have my car collected and delivered?
A. We will work with you to reduce any inconvenience so collections and deliveries will be agreed with you in advance.
Q. Will you carry out any other work I want?
A. Yes. It is cost effective to have additional work carried out at the same time as another repair. And with our advanced "smart repair" system dents, chips and scuffs can be repaired at a fraction of the usual price.
Q. What can cause delays to the repair?
A. Manufacturers parts may not be available or subject to back order; we may be waiting for an insurance engineer to inspect the vehicle; additional parts may be identified during the course of repairs affecting the original estimated completion date. If there any delays we will let you know immediately.
Q. What do I need to pay and when?
A. If your insurer has informed us of an excess, we will require it to be paid prior to the return of your vehicle. If the policyholder is VAT registered, we will collect the VAT on the whole repair. The only other charges may include; the cost of any additional work that you have asked for, the cost of any damage incurred to the courtesy car, any courtesy car valeting fees if it is returned in an unacceptable
condition, any fine administration fees or extended courtesy car usage fees if applicable.
Q. Will genuine manufacturer parts be used when replacements are required?
A. Some insurance companies instruct us to use non genuine parts on older vehicles depending on the terms within your insurance policy. Our Vehicle Damage Assessor can explain this to you.
Q. Will all the work be undertaken?
A. Our Vehicle Damage Assessor will estimate for all the work you say has been caused in the accident and any other damage he thinks is consistent with the incident. However we are only able to undertake the work authorised by the insurance engineer who will refer to your original claim notification. If you disagree
with his decision, it is important you contact the insurer immediately.
Jargon Buster
Like most industries, body repair and insurance claims has its fair share of jargon. Here is our guide to some of the terms used and what they mean.
Approved Repairer
Some insurers have special arrangements with a network of body repair centres to speed up the repair of your vehicle. The repairer will work within a pre-agreed pricing matrix and service commitments. G B Flints are “approved” by a number of insurers, vehicle manufacturers, fleet managers and accident management
companies.
ATA qualified technician
ATA (Automotive Technician Accreditation) is an industry qualification to test a technician’s skills and knowledge. The test has to be retaken every three years.
BSI10125. This specification for the safe repair of vehicles was written by vehicle repair experts, the Thatcham Repair Research centre, insurers and the British Standards
Institute. Accredited body repairers are audited every 6 months to ensure compliance.
Courtesy car
A vehicle supplied by the repairer at no cost to you or the insurer for the duration of the repair. This is usually a small (group A) car.
Emergency recovery / uplift
The collection of an immobile or insecure vehicle from the scene of an accident usually by specialist vehicle transporter.
Estimator or VDA (Vehicle Damage Assessor)
A person qualified to assess the damage on your vehicle and select the most suitable method of repair.
Excess
This is the contribution you have agreed to pay towards any claim you are making. There are three main types of excess, voluntary, compulsory and young driver. In most cases it does not matter who is to blame for the accident, the excess is payable when the repair is finished. Some insurers may “waive” the excess if another insurer has accepted liability for the accident.
Immobile vehicle
A vehicle which is not roadworthy or cannot be moved without the use of a vehicle transporter.
Non-Approved Repairer
You may choose to use a repairer not recommended by your insurer. At G B Flints we will provide all the services you would have received had you used the insurers approved repairer, however it’s your choice.
Non-fault claim
The accident was not your fault and a known and insured person has been identified (the Third Party).
Temporary repair
Vehicles with minor damage preventing their use may have a temporary repair done to keep it roadworthy while waiting for the insurer to authorise the full repair.
Third Party or At Fault Party
If you have been involved in an accident which was not your fault, the person / driver who is to blame is called the Third Party. If this person is correctly insured and blame can be clearly established you may be able to claim directly from the Third Party Insurer.