Your insurer can't insist
They can recommend their approved network, but they can't compel you to use it. Whose garage repairs your car is your call.
Your right to choose
It's your car. You choose who repairs it.
After an accident, your insurer will often steer you towards their own network of garages. What they don't always make clear is that they can't insist. It's your car, and the choice of repairer is yours. Ask for it to come to MSL Customs and we'll handle that conversation with them, including confirming exactly what they'll cover.
The short version
What it means for you.
You don't have to use their garage
Their approved network is a suggestion, not a requirement you have to accept.
We handle the conversation
Not sure what to say? Pass the phone to us. We'll sort it with your insurer and confirm what they'll pay before any work starts.
Guaranteed either way
Choose MSL and the work is done to manufacturer specification and backed by our own written guarantee.
Side by side
A repairer you pick, or their approved network
You can have your car repaired wherever you like. Your insurer can recommend its own approved network, but it cannot insist. On a non-fault claim choosing your own costs you nothing extra, and here is how the two routes actually compare.
| What differs | A repairer you choose | Your insurer's approved network |
|---|---|---|
| Who decides | You do. Your insurer can recommend its network, but it cannot compel you to use it. | Your insurer, from a list of garages it holds contracts with. |
| Who you actually deal with | The workshop repairing your car. One number, and whoever answers has seen it. | Usually a claims line, with the garage further down the chain. |
| Cost on a non-fault claim | Recovered from the at-fault driver's insurer. No excess, and choosing your own costs you nothing extra. | Recovered the same way, with no excess. No cost advantage over choosing your own. |
| Cost when you claim on your own policy | Some insurers pay only up to their own network rate. We check where you stand with yours and tell you before any work starts. | Paid at the rate your insurer has already agreed with that garage. |
| Courtesy car | Like-for-like on a non-fault claim. On your own policy it depends on your cover, and we check before you commit to anything. | Usually included, though often from a standard pool rather than matched to your car. |
| Who guarantees the repair | A written guarantee from the workshop that did the work, held by you. | Your insurer, and typically only for work carried out inside its own network. |
| Parts | We tell you what is going on the car before it goes on. | Some insurer agreements allow non-original or recycled parts to keep costs down. |
| Where your car goes | Anywhere you like, including a workshop you already know. | A garage from the list, which may not be the closest one to you. |
Whichever route you take, ask your insurer to confirm in writing what it will pay before any work begins.
Common questions
Your right to choose, answered plainly.
Can my insurer make me use their repairer?
No. They can recommend their own approved network, but they can't compel you, because it's your car and your choice. What some insurers will do is limit what they pay towards a garage outside their network, which is why we confirm the position with yours before any work starts.
How do I tell my insurer I want MSL?
When you report the accident, simply say you've chosen your own repairer and give them our details. If you'd rather not, hand the phone to us and we'll have that conversation for you.
Will it cost me more to choose my own repairer?
On a non-fault claim, no. The costs are recovered from the at-fault driver's insurer, so there's no excess for you to find either. If you're claiming on your own policy, some insurers will only pay up to the rate they'd pay their own approved garage. We check exactly where you stand and tell you before any work starts, so there are no surprises.
Will I still get a courtesy car?
On a non-fault claim you're entitled to a like-for-like courtesy car and we'll arrange it. On a claim through your own policy it depends on your cover, and some courtesy car perks are tied to the insurer's own network, so we'll check what yours includes when we speak to them.
Is the repair still guaranteed?
Yes. The work is repaired to manufacturer specification and backed by our own written guarantee, whichever route the claim takes. Worth knowing that an insurer's own repair guarantee usually only covers their approved network, so on a job like this it's ours that stands behind the work.
Get an estimate
From your reg to a real quote, fast.
Four quick steps and we'll come back to you, usually the same day. No pushy follow-ups, and your details stay with us.
- 1 Pop in your regWe look up the make, colour and year.
- 2 Tell us what's upThe damage or work, in a line or two.
- 3 Add a few photosSnap it from your phone, any angle.
- 4 Leave your numberAnd get a real figure, usually same day.