When a car accident happens, most people call their insurance company right away. Soon after, they often receive a text or call saying, “Please take your vehicle to one of our approved repairers.”

Since the repairer is introduced by the insurer, it may feel more trustworthy—and the claims process seems smoother – so many people proceed without giving it much thought.

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.

What’s the Difference Between the Insurer’s Repairer and My Own Choice?

Most – though not all – insurer-recommended repairers are part of a contracted network. This doesn’t mean they’re doing anything wrong – in fact, many of them deliver solid, efficient work.

However, because they operate under specific insurer guidelines, their repair decisions may sometimes be influenced by cost-saving policies rather than long-term repair outcomes.

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.

Why Hidden Damage Matters More Than You Think

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.

Why Do Repair Quotes Vary?

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

Here are a few key reasons:

• Diagnostic approach: Some shops focus only on visible damage, while others assess internal structures.
• Part selection: Whether the shop uses genuine (OEM), aftermarket, or used parts greatly affects the price.
• Repair standards: Some shops aim for speed with minimal work, while others restore each component to factory specifications.
• Cost constraints: Repairers under insurer contracts may be required to reduce costs wherever possible.

In some cases, this may result in repairs being done instead of full replacements, even when part replacement would be the safer or more durable choice.

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.

You Have the Right to Choose Your Repairer

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.

Choosing a Repairer? Here’s What to Check

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.

Final Thoughts

Your car isn’t just a tool – it’s part of your life, your time, and your safety. Insurance companies are important partners in the process, but your rights as a customer should always be respected.

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.