Frequently Asked Questions (Accident Repairs)

Repair Updates and Total Loss Notifications

Our assessors will contact you within 24 hours of assessing your vehicle. They’ll provide updates on repair progress, estimated completion dates, and details on the repair process and necessary parts. If your vehicle is declared a total loss, we’ll promptly inform you, and your insurer will guide you on next steps.

Repair Timeframes and Delays

While we aim to complete repairs within seven working days, various factors may impact this timeline. Delays could arise from spare parts availability, insurance approvals, or unforeseen repair needs due to extensive damage. If you have concerns about repair duration, please contact our customer service team.

Courtesy Car Policy

We provide Grade A courtesy cars for our repair customers, as per insurance requirements. While we don’t offer like-for-like replacements, an upgrade through Enterprise Rent-a-Car is available for a small fee. If your accident wasn’t your fault, you may be eligible for a like-for-like vehicle; contact us for details.

Courtesy Car Usage and Breakdowns

Courtesy cars provided by BP Rolls are typically less than 2 years old, minimizing breakdown risks. In the rare event of a breakdown, please contact our Customer Services team for assistance.

Courtesy Car Charges and Insurance

Courtesy cars are provided based on your insurance policy coverage. You’re responsible for daily checks on the vehicle and fuel usage. Charges may apply for damages not covered by your insurance or late returns. Please review our terms and conditions for details.

Courtesy Car Availability and Insurance Coverage

Courtesy cars are available only to customers with fully comprehensive insurance. If you have third-party insurance, options include obtaining separate insurance or using Enterprise Rent-a-Car services. For assistance, contact our Customer Services Team.

Responsibility for Courtesy Car Damages

Drivers are responsible for any damages to courtesy cars, covered under their insurance policy. If you’ve arranged a courtesy car with a third party, refer to their terms.

Vehicle Delivery Timing

While we aim to provide morning or afternoon delivery indications, precise timings are challenging due to various factors. We’ll work with you to find a suitable delivery time, considering road conditions and traffic.

Insurance Approval and Additional Repairs

We can only proceed with repairs approved by your insurance company’s engineer. Additional private work can be undertaken at your request, with a separate quotation provided. Our engineers will discuss your needs before proceeding.

Payments and Vehicle Return

Before your vehicle’s return, ensure payment of any insurance excess, additional private work, or courtesy car-related charges. Late returns may incur penalties. Review our terms and conditions provided before commencement of repairs, and contact us if you have concerns.