Do I Really Have to Use the Repair Shop My Insurance Company Recommends?

But here’s one important fact that many consumers aren’t aware of:
In New Zealand, the repairer recommended by your insurance company is not mandatory.
It’s an option, not a requirement.

Under New Zealand law, customers have the right to choose any repairer they trust.
Even if your insurer provides a recommended shop, you’re fully entitled to say:
“I prefer to use my own repairer.”

This isn’t just a matter of convenience – it’s a consumer right.

Because of this structure, repairs through these shops may appear more streamlined:
Once an estimate is submitted according to the insurer’s guidelines, the repair can often
begin without further approval.

This can save time and reduce back-and-forth paperwork, which is valuable to both insurers
and customers.

By contrast, repairers selected by customers typically assess the vehicle based on its actual
damage and approach the repair process with a long-term perspective in mind.

Their focus is often on thorough diagnostics, quality craftsmanship, and transparency.

Take this example: A bumper might look like it only has minor damage, but the impact could
have transferred to internal components. In reality, invisible structural damage is often more
critical than cosmetic issues.

Even if a car looks perfect on the outside, hidden problems like slightly bent frames,
misaligned sensors, or compromised safety systems can affect how the car handles – and
more importantly, how well it protects you in another accident.

That’s why it’s essential to choose a repairer who doesn’t just restore what’s visible, but
thoroughly inspects and addresses what’s not.

This is even more relevant for modern vehicles equipped with ADAS (Advanced Driver
Assistance Systems).
After parts like bumpers or windshields are replaced, these systems often need precise
calibration to function correctly.

However, ADAS calibration requires specialist equipment and time. In cost-sensitive
environments, it can sometimes be missed or underestimated. When skipped, it may result
in safety systems that don’t respond properly when you need them most.

Many people ask:
“Why do repair estimates vary for the same vehicle?”

Here are a few key reasons:

While these decisions may save money in the short term, they can affect long-term
durability, safety, and vehicle value.

So the difference in repair quotes is not just about the number – it’s about how the vehicle is
being repaired, and to what standard.

In New Zealand, you are legally entitled to have your car repaired at a repairer of your
choice.

That said, it’s not uncommon for customers to feel pressure – sometimes
unintentionally – when their insurer strongly recommends a particular shop.

You might hear phrases like:

“We can’t guarantee the repairs if it’s done elsewhere.”

“That repairer doesn’t meet our health and safety standards.”

These statements can sound concerning, but in many cases, they’re more about internal
policy and operational control than actual repair quality.

If you’ve chosen a trusted repairer, it’s perfectly reasonable to reply:

“Thanks, but I’d like to use my own repairer. Please respect my right to choose a repairer.”

This is a fair and reasonable request – and it’s fully supported by New Zealand consumer
law.

To make an informed decision, consider these three key points when selecting your repairer:

Is the shop certified by CRA or MTA?
Do they have strong experience handling insurance claims?
Do they provide real repair case examples and transparent customer reviews?

A repairer who meets these criteria will not only make the claims process smoother, but also
help protect your vehicle’s long-term value and your safety on the road.

Having the freedom to trust a repairer you believe in – not just the one that’s
recommended – is what truly creates a customer-first repair experience.

It’s your car. It should be your choice.