Navigating Your Car Repair Journey

Embarking on the journey of getting your vehicle repaired can often feel like navigating a complex maze. From the initial shock of damage to the final handover of your gleaming, restored car, there are numerous steps and considerations. This guide aims to demystify the process, particularly focusing on the services and procedures offered by Vizion and its network of approved repairers. We'll delve into everything you need to know to ensure a smooth and transparent repair experience, covering everything from booking your vehicle in to understanding your policy excess and the invaluable Vizion Repair Guarantee.

Understanding the Vizion Repair Network

Vizion operates as a facilitator, connecting vehicle owners with a network of trusted and approved repairers. The primary goal is to make the entire process, from the initial booking of your repair to the ongoing management and tracking of its progress, as intuitive and straightforward as possible. They strive to provide a seamless experience, minimising the stress often associated with vehicle damage and repair.

Your Repair Hub: A Centralised Information Point

At the heart of the Vizion system is the 'hub'. This is your personal portal for all information relating to your vehicle's repair. It's designed to keep you informed every step of the way. The hub is updated dynamically, reflecting the progress of your repair. Furthermore, you'll receive notifications whenever your repairer provides a photo or text update. This constant stream of information ensures you're never left in the dark about the status of your vehicle.

Accessing Your Repair Hub: The Repair Reference

To log in and access your repair hub, you'll need your unique Repair Reference number. It's crucial not to confuse this with your claim reference. Your Repair Reference is a distinct identifier for your specific repair. You'll typically find it in the email invitation sent by Vizion to help you select your repairer online. It's usually located directly below your vehicle registration number. Making a note of this number is highly recommended, as it serves as your key to accessing all your repair details throughout the entire repair journey.

Booking Your Vehicle In for Repair

The process of booking your vehicle in is designed for your convenience. You'll agree on a Booking In Date with your chosen repairer. This is the date when the repairer will officially take possession of your vehicle to commence the repairs.

Will My Chosen Date Be the Repair Start Date?

While Vizion and their repairers will always endeavour to meet your requested date, it's important to understand that this cannot be guaranteed as the definitive Booking In Date. The overarching aim is to minimise the time your vehicle is off the road. For mobile vehicles, the repairer will want to ensure they have thoroughly assessed the damage and have confirmed the availability of necessary parts before taking the vehicle on-site. This approach prevents unnecessary downtime for your vehicle and avoids adding to the inconvenience caused by the initial damage.

Preparing Your Vehicle for Repair

Before you hand over your vehicle to the repairer, there are a few essential steps you should take:

• Remove Personal Possessions: It is vital to remove all personal belongings from your vehicle. This safeguards them from getting lost or damaged during the repair process.
• Photos of Damage: If you don't have any photos of the damage, don't worry. You can still proceed with the booking. Vizion can arrange for the repairer to take photographs of the damage, or you can add them to your hub at a later stage.

Understanding Policy Excess

If your insurance policy includes an excess, and it hasn't been waived by your insurer, you will be required to pay this upon the completion of your repairs. Before making this payment, it's advisable to conduct a thorough inspection of your vehicle to ensure you are satisfied with the repairs. Any queries or concerns regarding your policy excess should, in the first instance, be directed to your insurance provider.

Do I Pay the Excess if the Incident Wasn't My Fault?

Yes, your policy excess is generally payable regardless of fault. However, as this excess represents an out-of-pocket expense for you, you may be able to recover this amount from the insurers of the at-fault driver.

Courtesy Cars and Vehicle Collection

A significant benefit offered by Vizion approved repairers, where requested and approved by your insurer, is the provision of a courtesy car. This courtesy car is typically provided for the duration of your vehicle's repair. The arrangement for the courtesy car usually takes place once your damaged vehicle arrives on-site or is en route via a recovery agent.

In addition to courtesy cars, Vizion Approved Repairers can also collect your vehicle if required. This is a service that you should discuss directly with the repairer prior to booking your vehicle in for repairs.

Repair Duration and Guarantees

The time it takes to complete your vehicle's repair is contingent upon the extent of the damage and the specific work required. Your designated repairer will be able to provide you with an estimated completion date once they have prepared their estimate. This estimated duration will be visible on your hub, and you will be notified of any changes due to factors like parts availability or unforeseen circumstances.

The Vizion Repair Guarantee

Vizion offers a robust Repair Guarantee that covers workmanship for the lifetime of your ownership of the vehicle. This guarantee typically extends beyond the duration of a manufacturer's warranty and will certainly never be less. Importantly, any manufacturer parts fitted during the repair process will retain their standard manufacturer's warranty.

Activating Your Guarantee

Your Vizion Repair Guarantee certificate will be made available within 12 hours of your vehicle being collected and will be accessible via the designated page. You will receive email or SMS notifications with details once your certificate is ready. It's a good idea to check your communication preferences to ensure you receive these important updates.

Addressing Repair Issues and Providing Feedback

What If There's a Problem with My Repair?

In the infrequent event that you encounter an issue with the repair work carried out on your vehicle, the first course of action should be to contact your repairer directly. Their contact details will be available on your certificate and within your hub. Clearly explain any problems you have encountered. As a Vizion approved repairer, they are committed to investigating the issue and providing support to rectify the problem.

When Can I Provide Feedback?

Once your repair is fully completed and you have collected your vehicle, a customer satisfaction survey will become available. If you happen to forget to complete it immediately, don't worry. Vizion will send you an email or SMS invitation to fill out the survey after your vehicle has been collected. Ensuring your communication preferences are up-to-date will help you receive this request.

Total Loss Scenarios

In the unfortunate circumstance where your vehicle is deemed a total loss or write-off, your insurance provider will directly contact you to discuss the settlement of your claim. In such scenarios, the repairer will request the return of any courtesy car that was provided.

Frequently Asked Questions

By understanding these key aspects of the Vizion repair process, you can approach your vehicle's repair with greater confidence and clarity. Remember to utilise your Repair Hub and communicate openly with your chosen repairer to ensure the best possible outcome.