Exercise Your Right to Choose Your Repairer

A practical guide to choosing your own repairer after an accident.

Your Legal Right to Choose

South African consumer protection law is clear: you have the right to choose your own repairer when submitting an insurance claim. This right is enshrined in the Policyholder Protection Rules and supported by the Short-Term Insurance Ombudsman (OSTI). Despite this, many policyholders are unaware of their rights or feel pressured to use the insurer's preferred repairer network.

Understanding Insurer Steering

Insurer steering refers to the practice where insurance companies direct policyholders towards their network of preferred repairers. While insurers are entitled to recommend repairers, they cannot force you to use a specific workshop. If you experience pressure to use a particular repairer, you should document the interaction and, if necessary, escalate to OSTI.

How to Exercise Your Right

When you lodge your claim, clearly state your preferred repairer by name and provide their details. If the insurer pushes back, calmly reference your policy terms and the Policyholder Protection Rules. Most disputes are resolved at this stage. If not, OSTI provides a free dispute resolution service that frequently sides with consumers who have legitimate complaints.

What to Expect From Your Chosen Repairer

A SAMBRA accredited repairer will prepare a detailed repair quotation, liaise directly with your insurer's assessor, and manage the claims process on your behalf. You should receive regular updates on repair progress and a clear timeline for completion. All repairs should come with a workmanship warranty.

Common Myths About Choosing Your Own Repairer

Many drivers believe that choosing their own repairer will slow down the process, cost more, or void their coverage. None of these are true. Your policy covers the reasonable cost of repair regardless of which accredited workshop you choose. In fact, choosing a repairer you trust often leads to better communication and higher-quality outcomes.

At HJ Bosch & Sons, we have over 50 years of experience assisting customers through the claims process with all major South African insurers. Our SAMBRA accreditation and lifetime warranty on workmanship give you peace of mind that your vehicle will be restored to the highest standard.