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PostPosted: Sat Apr 23, 2011 10:11 pm 
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Joined: Mon Dec 18, 2006 4:41 pm
Posts: 665
Location: Inner West, Sydney
Morris 1100 wrote:
When you call anyone make sure you take notes. Write down names and times.
When you finish the call try and write a summary of the call for future reference.

Excellent advice - if it drags on, having these kinds of small details can make a big difference - and let's them know that you're paying close attention :wink: I had a claim years ago where this saved me a bunch of money when the insurer and repairer both stuffed up and start pointing fingers at each other and me.

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PostPosted: Sun Apr 24, 2011 6:57 pm 
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Joined: Sun Jul 18, 2004 1:50 am
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Location: Nothern Brisvegas
As the others have said take it up with the reparier 1st, if they are uninsterested take it to your insurer and request a post repair assessment.
Most insurers are happy to do this and may even engage a 3rd party assessor if they initially used an in house assessor to do the inspection to keep it as independant as possible.
There are Assessors out there that do private work but be prepared to hand over a few hundred$$ for the privledge. Best let your insurer deal with the rectification work though as they have guaranteed the quality of your repairs.

I hope the rectification work goes smoothly for you.

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 Post subject: repairs
PostPosted: Sun Apr 24, 2011 8:16 pm 
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Joined: Wed Apr 20, 2005 9:49 pm
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Location: brisbane
Everyone has posted sound advice so far,

My experience comes from working in the repair industry, running a smash shop and dealing with rectification work.

Few points,

The INSURER offers the lifetime guarantee to the customer (ie. YOU)

The REPAIRER is only obliged to offer the INSURER a 3 year guarantee on workmanship and PARTS are what the MANUFACTURER offers.

I would personally recommend and this is what I would do myself.

Book a reinspection with the INSURER, preferably with the original ASSESSOR

Make a detailed list of the issues that you can find, Invite the assessor to find more as you've already found the obvious stuff I can guarantee there will be more that will be found that you might not have noticed. I would be lifting the boot mat/carpet etc and climbing under the car to check for bare metal and bad gaps etc as if the obvious stuff hasn't been done correctly then the last minute/detail stuff isn't gonna be much better.

Stand completely firm that you want the repairs rectified completely, and point out the obvious inconvenience that this is causing you and ask what your INSURER is going to provide for you to minimise this (ie.Courtesy/Hire car etc)

It's fair to give the repairer a chance to rectify the issues, alot of the time with rectification work is that because it hasn't been done correctly the first time then it usually requires the majority of the work be completely redone, as it usually goes to crap pretty quick if you try and do a quick fix so keep this in mind also.

If the original REPAIRER gives you attitude or blatantly lies about obvious things then I would ask the INSURER to have the car taken to another shop they use for rectification work. If you get attitude from the ORIGINAL REPAIRER then I promise you will only be wasting your time as the car still won't be right after they stuff you around again.

Don't let Shannons pull the wool over your eyes saying it's not their problem, they're owned by the Suncorp group now and they're all under the one assessing/processing formula now so a Lifetime Guarantee means a guarantee of satisfaction and professional repairs. About 9 years ago I did a complete body resto and paint on a ZJ Fairlane that was repaired in the late '80s so your not being rude to expect your near new car to be as good as or better than pre-accident state.

Try and get a copy of the original adjusted quote, this will tell the truth if the REPAIRER and the INSURER start pointing fingers. Assessors tend to chop off necessary parts like body moulds and clips that are really single use only and make the repairer refit them to save the insurance company a few dollars and this causes issues of things not fitting like they did.

Like everyone else mentioned, detailed phone records and names recorded with who you speak with will be your best ammunition as no one like to deal with stuff or sign off on expenditure. There's always someone higher in the management line you can speak to and the higher you go the faster your needs will be seen to so don't be shy!

I've been dealing with rectification work and to be honest it sucks, and sucks even worse for the poor customer who just needs their car fixed so they can get on with life.

Good luck with it all

Cheers Pete


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