Claims & Accidents

Can You Pick Your Panel Beater? NZ Car Insurance Repair Rights Explained (2026)

By InsurspyPublished 7 February 2026

Introduction

After an insured car loss in New Zealand, you may be able to suggest or arrange a repairer, but you do not automatically have a legal right to require your insurer to use and fully fund any panel beater you nominate. In our editorial review, the starting point is always the current policy wording, your policy schedule and the insurer’s claim decision.

Some policies may allow customer-arranged repairs subject to approval or a limit on what the insurer will pay. Others allow the insurer to organise the repair. The practical result can differ materially, so our team recommends checking this before a claim rather than assuming that a trusted local repairer will be accepted.

If repairer choice matters to you, include it in your comparison of car insurance information, then read the current wording for the policy you are considering.

Quick guide: insurer-arranged versus customer-arranged repairs

Question	Insurer-arranged repair	Customer-arranged repair
Who usually manages the repair?	The insurer generally coordinates the repairer and process.	You may need approval and may need to obtain quotes and coordinate information.
Who is responsible if insurer-organised work is unsatisfactory?	Consumer Protection says the insurer is responsible for coordinating with the repairer so the work reaches a professional standard.	The position depends on the claim arrangement, repair contract and the circumstances. Ask the insurer in writing what support and responsibility it will retain.
Will the insurer pay your repairer’s full quote?	That depends on the policy and accepted scope of repair.	Not necessarily. Confirm the approved scope and the maximum amount payable before authorising work.
What should you check?	Repair timeframe, repair guarantee terms and how concerns will be handled.	Approval, payable amount, any contribution from you, repair scope, and who will manage quality concerns.

What normally determines whether you can choose a panel beater?

The insurance contract is central. Look for terms such as repairs, how we settle a claim, approved repairer, repair guarantee, excess, customer-arranged repairs and cash settlement. The schedule may also contain policy-specific details.

A named “choice of repairer” feature is not the only possible route to using a preferred repairer. A policy may instead permit a customer-arranged repair on stated conditions. Equally, the insurer may choose to organise the repair. We recommend asking the claims team, before work starts, whether it will approve your repairer, what documents it needs and what amount it will pay.

Do not rely on a verbal assurance where the repair choice is important. Request the insurer’s position in writing, including the approved repair scope and any limit on payment. This helps avoid a dispute after parts have been ordered or work has begun.

Choosing a suitable repairer: capability matters

Choice is not only about convenience. Consumer Protection advises people choosing a repairer to consider qualifications, trade-association membership, written quotes, experience and specialist capability. This can be particularly relevant for European vehicles and EVs, which may need a repairer with suitable experience, tools and access to parts.

For an EV, a vehicle with driver-assistance systems, or damage that may be structural, our team suggests asking practical, vehicle-specific questions:

Does the repairer have experience with this vehicle and this type of damage?
What repair method and parts are included in the written quote?
Does the proposed work involve structural, chassis, suspension or occupant-protection systems?
Is specialist repair certification likely to be relevant?
Who will address workmanship concerns after the work is completed?

These questions do not guarantee a particular claim outcome. They help you and the insurer identify whether the proposed repairer and repair scope are appropriate.

Cost, payment gaps and repair guarantees

Being allowed to nominate a repairer does not necessarily mean the insurer will meet every cost in that repairer’s quote. Before giving authority to proceed, obtain written confirmation of the insurer’s accepted scope, its payable amount, your excess and any amount you may need to contribute.

Terms for repair guarantees also vary. Do not assume every insurer offers the same duration or conditions, and do not assume a customer-arranged repair receives the same backing as an insurer-organised repair. When we compare policy information, we look for the precise wording on who provides the guarantee, how long it applies and what process applies if the work is disputed.

Similarly, do not assume a particular excess, hire-car entitlement, towing arrangement or settlement option applies to every policy. These issues are policy- and claim-specific. Check your current schedule and ask the insurer to explain the relevant term.

Repair quality, structural safety and a WoF

A routine WoF should not be treated as a complete answer to whether major collision repair work was properly carried out. NZ Transport Agency Waka Kotahi says repairs must restore a vehicle to within safe tolerance of its condition when manufactured or modified. Significant damage or deterioration involving the structure, chassis, body-to-chassis attachments, suspension or occupant-protection systems may make specialist repair certification relevant.

Current WoF inspection guidance also allows an inspector to reject a vehicle where visible damage or repair has weakened a load-bearing structure. An inspector may withhold a WoF where there is reason to believe structural damage or inadequate structural repair could affect strength or safety. However, a WoF is not a substitute for the repair-certification process where significant structural damage is involved.

For this reason, our editorial team recommends retaining repair estimates, approvals, invoices, photographs and any relevant certification records. If you are concerned about the repair scope, ask the insurer and repairer to explain how structural or safety-related work will be addressed.

If you disagree with the insurer or a repair is delayed

A disagreement about repairer choice, repair quality, scope or delay does not automatically mean the insurer must accept your preferred quote. It does mean you can ask for a clear explanation and use the complaints process if you remain dissatisfied.

Ask for the decision and reasons in writing. Request the relevant policy clause, approved scope, payable amount, proposed repairer and expected next steps or timeframe.
Provide focused evidence. This may include written quotes, information about specialist capability, photos, repair reports and correspondence. Keep a dated record of calls and emails.
Make a formal complaint to the insurer. State the outcome you want, such as reconsideration of the repairer, further information, a review of scope or an update on delay.
Escalate if it remains unresolved. New Zealand financial service providers must have a formal complaints process. You can then use the insurer’s free external dispute-resolution scheme, which may be IFSO, FSCL, FDRS or BOS depending on the insurer’s membership.

The Fair Insurance Code applies to participating insurers; it is an industry code, not government regulation. Its current complaint guide says participating insurers acknowledge complaints within five business days and sets further response, update and escalation expectations. If a deadlock letter is issued, the guide says the customer has three months to refer the complaint to the insurer’s external scheme. Whether a complaint succeeds will depend on the policy wording and evidence.

Practical Takeaway

Our team’s practical checklist is simple: check the repair-settlement clause before buying or renewing; tell the insurer promptly if you want to use a particular repairer; do not authorise non-urgent work until funding and scope are confirmed in writing; and keep documents that show the vehicle’s repair needs and the insurer’s decisions.

Insurers must communicate accurately: the Fair Trading Act prohibits misleading or deceptive conduct in trade, including in relation to services. But that Act does not itself create an automatic right to select a repairer under an insurance policy. For a decision about your own claim, rely on your current policy documents and obtain insurer confirmation; this article is general information, not personalised insurance or legal advice.

References

Author / Editorial Team

This article was produced by Insurspy’s internal editorial and research team. In our editorial review, we compare publicly available insurance information, prioritise authoritative New Zealand sources and update practical guidance when verified information changes. We aim to explain policy questions clearly, but policy terms, eligibility and claim outcomes can differ.

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