Can I Choose My Own Panel Beater With Insurance? Your Rights in Victoria

You've just been in an accident. Your car is damaged, your stress levels are through the roof, and your insurance company is already on the phone telling you to take your car to their recommended repairer.

Here's what they probably won't tell you: you don't have to.

In Victoria — and across Australia — you have the legal right to choose your own panel beater when making an insurance claim. It's written into your policy. Most drivers just don't know it, and insurance companies aren't exactly rushing to remind you.

This guide explains your rights clearly, how to exercise them, and why choosing your own trusted repairer makes a significant difference to the quality of work on your vehicle.

Do I Actually Have the Right to Choose My Own Repairer?

Yes — in most cases, absolutely.

Under Australian consumer law and the General Insurance Code of Practice, most comprehensive car insurance policies include a "choice of repairer" clause. This means you can nominate the panel beater you want to use, rather than being directed to an insurer's preferred network.

The key is checking your Product Disclosure Statement (PDS) — the policy document your insurer sent you when you signed up. Look for the phrases "choice of repairer" or "preferred repairer." If your policy offers choice of repairer, you are within your rights to use any licensed, reputable smash repairer — including us at North Geelong Accident Repair Centre.

Even policies that list "preferred repairers" often still allow you to choose your own. The insurer may push back or try to discourage you, but that doesn't mean you're obligated to comply.

Why Do Insurance Companies Push Their Own Repairers?

It comes down to cost control.

Insurance companies negotiate bulk labour rates with their preferred repairers. In exchange for guaranteed volume, those repairers agree to work at reduced rates. The problem? Lower rates often mean faster, cheaper repairs — not better ones.

This creates a quiet conflict of interest. The repairer's primary relationship is with the insurer, not with you. And when there's pressure to keep costs down and turn cars around quickly, corners can get cut.

There's documented evidence of this happening at scale in Australia. An ABC investigation found cases where vehicles repaired through insurer arrangements were returned to drivers with undetected structural faults — faults that could have been life-threatening.

Choosing your own repairer means choosing someone whose loyalty is to you and your vehicle — not to keeping an insurance company's costs down.

How to Exercise Your Right to Choose

Here's the exact process, step by step:

Step 1 — Don't commit to anything at the accident scene. When the other party's insurer or your own insurer contacts you, don't agree to use their repairer on the spot. Just take down the claim details and say you'll be in touch.

Step 2 — Contact your preferred panel beater first. Call North Geelong Accident Repair Centre on 03 4244 8938. We'll inspect your vehicle, provide a written quote, and guide you through the insurance process from here.

Step 3 — Notify your insurer of your choice. Tell them you're exercising your right to choose your own repairer. If they ask for accreditation or qualifications, we're fully insured, VACC-affiliated, and have worked with every major Australian insurer.

Step 4 — Let us handle the paperwork. We liaise directly with your insurer, manage the claim on your behalf, and keep you updated throughout. You don't need to sit on hold with your insurance company for hours — that's our job.

What If My Policy Is "Insurer Arranged Repairs"?

Some policies — particularly cheaper comprehensive policies — use "insurer arranged repairs" rather than "choice of repairer." In this case, the insurer does have more control over where your car gets repaired.

However, even under these policies, you have rights:

• You can still request the insurer consider your nominated repairer
• If you're unhappy with the quality of repairs done at their preferred shop, the insurer is responsible for fixing the issue under the General Insurance Code of Practice
• If repairs are unsatisfactory and unresolved, you can complain to the Australian Financial Complaints Authority (AFCA) — and AFCA has the power to compel the insurer to act

The bottom line: don't accept poor-quality repairs without pushing back. You have more leverage than you think.

What to Look for in an Independent Panel Beater

If you're going to exercise your right to choose, choose well. Here's what matters:

VACC Membership — The Victorian Automobile Chamber of Commerce sets strict equipment and repair standards for member businesses. Look for the VACC badge. North Geelong Accident Repair Centre is a proud VACC member.

Insurance approval — A reputable shop will be recognised by and have experience working with major insurers including RACV, Allianz, AAMI, Budget Direct, and IAG.

Lifetime workmanship guarantee — Any quality panel beater stands behind their work. If something isn't right after you pick up your car, it gets fixed — no arguments.

Transparency on parts — Ask whether they use genuine OEM parts or aftermarket alternatives, and what the difference means for your vehicle's warranty and resale value.

Communication — Will they keep you updated throughout the repair process? At NGARC, we send you updates at every stage — you'll never be left wondering where your car is.

The Local Advantage

There's one more benefit to choosing a local Geelong panel beater over a large insurer network repairer — convenience.

When your car is ready, you can pick it up five minutes from home. If anything needs attention after collection, we're right there. We know the Geelong roads, the Geelong weather conditions that affect paintwork, and the Geelong customers who need their cars back quickly to get to work.

We've been restoring vehicles for the Geelong community for over 20 years. Every car that comes through our workshop at 6 Freedman Street, North Geelong, is treated like our own.

Ready to Make a Claim? We'll Handle It For You.

If you've been in an accident and your insurer is pushing you toward their preferred repairer, call us before you agree to anything.

We'll assess your vehicle, provide a written quote, and manage the entire insurance claim on your behalf — at no extra cost to you.

Call 03 4244 8938 or get a free quote online and we'll be in touch within the hour.

North Geelong Accident Repair Centre — 6 Freedman St, North Geelong VIC 3215. Mon–Fri 8AM–5PM. 24hr Towing Available.