We’re always happy to answer your questions


Not everything, but already some things can be clarified in advance and therefore we have already listed the most important questions and answers here below. However, if you have a question to which you cannot find the answer here, simply contact us.

How does the claims process work?2016-02-28T18:05:52+01:00

We have the right worry-free package for you, whether it’s for damage to your own car or to a third party. We take responsibility for the entire process, from producing an estimate to the completed repair. You bring us your vehicle, and a replacement vehicle will be waiting for you (if this service is included in your insurance agreement). In certain cases (see insurance agreement), we also offer a collection and return service. The only thing you still need to do is to place your signature on a couple of forms and pay any excess either in cash or using a debit card.

Can you tow or recover my vehicle?2016-02-28T17:59:02+01:00

We will be happy to tow or recover your vehicle. In some cases the costs will be met by your insurer or leasing partner. We will be happy to advise you in person.

Do you have a partnership with my insurance company?2016-02-28T17:57:11+01:00

You can find a list of partners here, or you are welcome to contact us directly to check.

Will you provide me with a replacement vehicle?2016-02-28T00:31:42+01:00

We will provide you with a replacement vehicle where this is provided for in your agreement with your insurer. Please check your agreement with your insurer. We can also do this for you. To do so we need your claim number and policy number. The replacement vehicle will usually be a category A vehicle. If you would like an upgrade, we will be happy to offer a higher category vehicle.

How much does it cost for a replacement vehicle?2024-07-15T14:21:33+02:00

A category A replacement vehicle, such as a VW up, Toyota Aigo, Ford Ka or Renault Twingo, usually costs €25 (ex. VAT) per day. You just need to fill up the tank before returning the car and present the receipt. (Vehicles rented from third-party car hire companies are charged according to the car hire company’s terms and conditions unless otherwise agreed in writing beforehand.) If you need a larger car, please ask about our special rates.

What replacement vehicles do you have in your pool?2024-07-15T14:24:24+02:00

We currently have Audi A4, VW Arteon, Citroen C3, Audi Q2, Seat Arona, Citroen C4, Seat Cupra, VW Passat, Audi A3. We have both manual and automatic transmission vehicles. All cars are petrol vehicles (super lead-free) and include a built-in sat nav, in some cases including the business package.

How long can I drive your replacement vehicle and who can drive it?2016-02-28T00:23:02+01:00

You can use the replacement vehicle for as long as your car is in for repairs. The only condition is that this is included in your insurance agreement or has been agreed in writing with us beforehand. If it is a vehicle from our own vehicle pool, your family can of course also drive the replacement vehicle. For vehicles rented from third parties, the hire car company’s terms and conditions apply.

What will I have to pay if the replacement vehicle is involved in an accident?2016-02-28T00:20:33+01:00

If the vehicle is from our own vehicle pool, you will be liable for the first €1,000 of any damage (unless otherwise agreed in writing beforehand). The remainder will be paid for by our vehicle insurance.

If you have caused damage to another vehicle, our third party insurance will come into play, for which the excess is €1,000.

For vehicles rented from third parties, the hire car company’s terms and conditions apply. You can find these terms and conditions in the rental agreement.

In what state should I return the replacement vehicle?2016-02-28T00:17:42+01:00

Please return the vehicle with a full tank of fuel. If the car is a little dirty following normal use, you do not need to clean it. If, however, you’ve been splashing about on an off-road adventure, then please drive it through a car wash and vacuum the inside. Thank you.

Do you use original parts for your repairs?2016-02-28T00:16:12+01:00

Quality and transparency are a cornerstone of our work. We can therefore assure you that, as a Dekra-certified specialist and member of the Eurogarant network, we always use original parts for all makes of vehicle.

What paints do you use?2024-07-15T14:29:26+02:00

We exclusively use high-quality paints from Glasurit, which are freshly mixed as needed at our modern mixing station.

How do you determine the right colour for my car?2016-02-28T00:07:34+01:00

We have access to a database of colour codes for every vehicle from all of the various manufacturers. We can use this code to mix the right colour. First we use a Glasurit Ratio Scan or Standox Genius colour analyser to identify the existing colour on various areas of your vehicle. This enables us to achieve a uniform end result.

How much does it cost to get an estimate?2016-02-28T00:01:49+01:00

We will usually charge €47.01 (inc. VAT) for producing an estimate. If you are a customer of an insurer or leasing company with which we have a framework agreement, we will provide you with an estimate for free. Please ask us directly – we will be happy to advise you.

Can you do a windscreen replacement while I wait?2024-07-15T14:33:47+02:00

In general, we expect you to leave your vehicle with us for the day. You bring your vehicle to us between 8:00 – 9:00 AM, and we will have it repaired for you by no later than 4:30 PM. The long waiting time is due to the fact that inserting a new windscreen involves a number of steps. The windscreen adhesive also needs to time to cure completely.