Frequently Asked Questions

Your Repair Reference will be found on our e-mail or SMS, inviting you to select your repairer online and will be found below your vehicle registration number. Find out more

Your policy excess is a contribution towards your repairs, but as an out of pocket expense, you may be able to recover this from the at-fault driver's insurers.

Your repairer will always endeavour to meet the agreed Booking In Date, however, we can't promise this will be when your repairs can start. The aim is to reduce the off road time as much as possible. If you vehicle is mobile, we will want the repairer to ensure they have fully assessed the damage and have confirmation of the likelihood of parts availability before bringing the vehicle on site. We fully understand the damage sustained to your vehicle is inconvenient, but we don't want to add to the inconvenience by taking your vehicle in too early. If the agreed Booking In Date is no longer convenient you can use your Repair Hub to request a new date.

Don't worry, you can still proceed by selecting the 'Continue' button at the bottom of the page. We can arrange for our repairer to take some photos of the damage or you can add them later.

Where requested and approved by your insurer, the Vizion Repairer is tasked with providing a replacement vehicle for the duration of the repair. The replacement vehicle will be provided once your damaged vehicle arrives on site or is on route via a recovery agent.

The repair duration will depend upon the level of damage and the work required to repair your vehicle. Your repairer will be able to give you an estimated completion date upon preparation of the estimate.

This will be displayed on your hub, you will be notified if this changes due to parts availability or unforeseen circumstances.

For more information go to our dedicated page

The hub is updated every time your repair progresses through the process. In addition to this you will also be notified if the repairer sends a photo or text update. Visit the 'Using your hub' for more information.

In the unlikely event of a problem with your repair, the first thing to do is to contact your repairer, their details are on the certificate and on your hub. Explain any problems that you may have. As a Vizion approved repairer they will investigate and offer support to rectify the problem.

The Vizion Approved Repairer will collect your vehicle if the vehicle is immobile or you feel it is unsafe to drive.

Once your repair is complete your survey will be available on here, do not worry if you forget, we will send you an email or SMS inviting you to fill in the survey once your vehicle has been collected. Check your communication preferences to ensure you receive this request.

In the unfortunate event that your vehicle is a write off, your insurer will contact you to discuss how best to settle your claim. If you have been supplied with a replacement vehicle from one of our repairers, you will be requested to return this.