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1Repair Windows errors before they cause bigger problems2Scan for outdated or missing drivers - takes under a minute3Clear out junk files and repair common Windows errorsIn the UK, whether you can choose a repairer depends on your insurer’s policy wording and your policy schedule. Under most comprehensive motor policies, insurers usually arrange and pay for repairs, according to the Financial Ombudsman Service. One verified example is Aviva, whose cited policy booklet allows a customer-chosen repairer only if it is closer than Aviva’s nearest approved repairer—and attaches conditions to that option. The available evidence does not support a reliable current list of other insurers offering the same choice.
Which insurers offer a choice of repairer?
Aviva’s cited Motor Insurance Policy booklet describes a conditional route: “We can arrange for your vehicle to be taken to a repairer of your choice if it is closer than our nearest approved repairer.” This is not unrestricted choice. The wording is specific to that booklet version, so check the wording and schedule for your own policy before relying on it.
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The cited documents do not establish a current insurer-by-insurer list beyond this example. An insurer’s name alone is not enough to determine your options: terms may depend on the exact product, policy year and schedule. Do not assume that a choice offered in one policy applies to every policy from that insurer.
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What conditions can apply if you use your own repairer?
Under the cited Aviva wording, choosing a repairer under this route may delay repairs, removes the courtesy-vehicle provision for that circumstance and increases the excess. The repairer must provide an itemised estimate, and Aviva must approve it before work begins. If the parties cannot agree on the cost, Aviva reserves the right to require the vehicle to be moved to an approved repairer or to request another estimate.
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These are terms in the cited Aviva booklet, not rules that apply to every UK insurer. A separate Financial Ombudsman Service decision, DRN-5570668, records a dispute involving a higher excess for a customer who chose a non-approved repairer under an individual Aviva policy. It concerns that customer’s policy and circumstances; it does not establish a general rule for all Aviva policies or all insurers.
How to check your policy before authorising repairs
- Get the right documents. Find the current policy booklet and schedule for your exact insurer product and policy year.
- Search for key terms. Look for “repairer of your choice,” “approved repairer,” “non-approved repairer,” “additional excess” and “courtesy car.”
- Confirm whether choice is conditional. Check whether the policy permits your chosen repairer outright, imposes a condition such as proximity, or requires approval of an estimate before work starts.
- Compare the practical terms. Check any additional excess, courtesy-vehicle eligibility, collection and return arrangements, repair guarantee, estimate approval requirements and what happens if repair costs cannot be agreed.
- Ask about your specific claim. Get the insurer to confirm the applicable terms before you authorise work, and keep its response with your policy documents.
Can an insurer make you use an approved repairer?
Do not assume there is a universal answer that applies to every claim. For a claim under your own comprehensive policy, the policy wording and schedule are central to what the insurer will arrange and pay for. The evidence here does not establish a universal rule for claims handled by a third-party insurer, or a blanket legal right to choose any repairer and have your insurer pay.
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If you dispute how repairs were handled or the quality of the work, the Financial Ombudsman Service says it considers evidence from you, the financial business and relevant third parties. Depending on the circumstances, possible remedies can include further repairs or payment for work by a repairer you chose. Its vehicle repairs guidance explains how it approaches these complaints.
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