Frequently asked questions at Castle Coachworks

Click on the question to read the answer.
Excess Protect
Temporary Insurance

I have been told by my insurer that I have to use the repairer that is approved by them, is this correct?

No, it is your right to choose your own repairer. Your insurer may advise you to use the repairer they have chosen but the final decision is yours as the policy holder. All insurers have an obligation to ‘treat customers fairly,’ this is governed by the FSA.

The accident wasn't my fault, so why should I have to claim on my own policy?

If you were not at fault, you don’t have to claim on your own policy. We can repair your vehicle directly through the other party’s insurers, supply you with a like for like loan vehicle whist we carry out the repairs. You won’t have to pay any excess and reimburse any costs that you may have paid.

I have to pay an excess?

If you have to pay a compulsory or voluntary excess in your policy, you will be required to pay this directly to us as your repairer. The amount of excess you pay may differ if another driver other than the policy holder was driving the vehicle at the time of the incident.

Collection note?

If you are claiming the repair cost from an insurance company upon completion, we will require you to sign a collection note. This is to prove to the insurance company that the repairs have been carried out and that the completed vehicle has been collected by you.

What about my personal belongings?

Ideally you should remove any personal items before we start work on your vehicle. If any personal belongings are left, we will do our utmost to take care of them but, we are unable to take responsibility for any damages or losses.

Would you carry out any further work I would like at the same time as repairing my car?

Yes, if you would like us to carry out any further work, please speak to one of our engineers for an estimate. It may be cost effective for us to carry out the extra work at the same time as your other repair.

Will all the damage I have shown to my car be repaired?

When dealing with a claim, we are only able to repair the damages that have been approved by the insurance company that is paying for your vehicle repairs. Contact your insurance company immediately if you are unhappy with the decisions made by the engineers.

What if my car has a security system?

Sometimes whilst carrying out repairs we may have to disconnect batteries and/or remove wheels. Please supply us with any radio code, alarm code, key or control unit and wheel lock nut key to ensure we can carry out the full repair.