Can I choose where my car is repaired when I make a claim?

I damaged my 2018 Mercedes-Benz A-Class and unfortunately I had to initiate an insurance claim via my insurer. I was keen to get the car repaired at the local main dealer but my insurer said this would then need them to get an assessor to validate the claim and could slow the repairs. They suggested it was sent to their preferred repairers. It took a week for the car to be collected and has now been with them for over a month awaiting parts and there is no end repair date other than a regular text message saying waiting for parts. In the meantime, my insurer provided a hire car which was unfortunately not suitable due to its size and I'm having to pay £7 per day for an alternative automatic. Is there anything I can do on the basis if my car cannot be repaired due to the unavailability of parts?

Asked on 1 July 2020 by Charles I

Answered by Tim Kelly
You always have the right to choose where your car is repaired, I would have insisted it go to your Mercedes approved repairer. Regretfully, there is not much you can do about the non availability of parts as that's not the insurer or repairers fault, it is largely down to Covid. Unless you paid for a guaranteed hire car, you are certainly not entitled like for like. All you can do at this time is be patient. Hard to hear, I know, but things are not normal currently and that has to be factored in. You can raise a complaint with the insurer, and advise you feel you were steered into using their repairer and wish you had chosen your own repairer.

If the car cannot be repaired due to non availability or parts, your insurer "could" provide you with a "cash in lieu" of repair to fulfil their contract. This would leave you with a car unrepaired and no parts to repair it, but the insurer WILL have fulfilled it's contract. I suggest caution on your part.
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