Accident Management Service FAQs
Frequently Asked Questions about the accident management service for Protecta Insurance New Zealand Limited's Car Insurance. If you have a query that isn't answered here, or if you'd like more information about any of these topics, please contact us and we'll be happy to answer your questions.
Q. What Is The Accident Management Service?
A. When you claim on “Full Cover” comprehensive motor vehicle insurance from us you can also receive the benefits of our accident management service.
This unique service gives you the ease and convenience of:
1. Lodgement of your claim over the phone and allocation of a repairer from their approved national network
2. Delivery of your vehicle to the repairer if you are unable to
3. Access to a nationwide network of quality repairers that guarantee every repair for the life of the vehicle
4. Quick valet at completion
Q. What Happens If I Have An Accident Outside Normal Business Hours?
A. Our response outside normal business hours is focused on road-side emergency accident assistance including towing to the nearest secure over-night storage or accident management service provider.
Follow up actions including responses to general enquires will be responded to the next business day.
The facilities for repair quoting, claims follow up, assessing & courtesy vehicles are available during normal business hours which are Monday to Friday 8am to 5pm excluding public holidays.
Q. What Happens If My Vehicle Is Not Driveable Following An Accident?
A. Where the vehicle is not driveable Protecta Insurance will pay for the vehicle to be towed to an approved secure over-night storage facility or directly to an accident management service provider.
Q. Am I Eligible For A Courtesy Car?
A. The arrangement of a courtesy vehicle rests with the repairer and is subject to availability.
Q. Are You Able To Help With Pick-up / Delivery Of My Vehicle From My Home Or My Work?
A. Pick-up and delivery is available on request and our accident management team will make the necessary arrangements.
If for any reason pick-up & delivery is not possible, you will be advised of the options available.
Q. What Happens If I Want To Use My Own Panel Beater?
A. You are free to use a repairer of your choice; however we will not be able to assist you with the various benefits offered by our accident management service:
1. Access to a nationwide network of quality repairers that guarantee every repair for the life of the vehicle
2. Quick valet at completion
3. Priority repairs to minimise time-off-the-road
4. Our accident management service ensures compliance with current health & safety guidelines and conduct regular audits of the nationwide network.
Q. What Standard Of Quick Valet Will My Vehicle Receive At The Completion Of Repairs?
A. A good standard of cleaning on the repaired vehicle's interior & exterior will be provided including: full vacuum of carpets, seats & interior, full interior de-dust of hard surfaces, full exterior wash & dry.
Cleaning does NOT include full interior shampoo, de-odorising, or exterior cut/polish/wax.
Q. What Happens If I Am Not Happy With The Service Provided By A Panel Beater That You Directed Me To Use?
A. If you are not happy with the service or workmanship received, please talk to Protecta Insurance in the first instance. We will liaise with the repairer and attempt to resolve the matter to your satisfaction.