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Dispute Resolution for Repairers

Just Car Insurance recognises that from time to time issues of dispute may arise in your dealings with us. In the first instance, these issues should be raised with your local Assessing Manager. In most cases these issues can be resolved at the local level, but should this not be possible, the following procedures have been put in place to assist you.

1. Disputes arising Prior to the Completion of Repairs - Two-day Process

In order to minimise delays in having customers' cars repaired, a two-day dispute resolution process will address any disputes that arise prior to the completion of repairs. In most cases it would be expected these disputes will be resolved at the local level, or under the terms of Repair Guarantees & Responsibilities.

Minor disagreements relating to the amount to be paid for repairs, or differences of opinion as to the preferred repair method, other than those outlined below, should be handled through negotiation with the assessor, and if necessary our local Assessing Operations Manager. Such disputes cannot be elevated beyond this level.

Repair method Disputes
Disputes over repair method relating to the safety, structural integrity, presentation and utility of the vehicle can be raised through internal dispute resolution by contacting our Internal Dispute Resolution (IDR) team. The issue should, in the first instance, be raised with our local Assessing Operations Manager.

When advising the IDR team of a dispute you will be required to provide full details of the dispute, together with supporting evidence to substantiate your position. A determination on the dispute will be made within two business days.

Just Car Insurance agrees to be bound by the determination of the IDR team. However, should you disagree with the determination you retain the right to refuse to carry out repairs, and under those circumstances Just Car Insurance retains the right to have the vehicle repaired by another repairer. No further dispute resolution exists for such disputes.


Other Disputes
Where a dispute, other than described above, occurs prior to the completion of repairs, this can also be raised through internal dispute resolution by contacting our IDR team. The issue should initially be raised with Just Car Insurance’s local Assessing Operations Manager.


A determination will be made within two days however in such cases if you disagree with the determination you may raise the matter under the External Dispute Resolution procedures of the Motor Vehicle Insurance and Repair Industry Code of Conduct.

 

2. Dispute Resolution - After Completion of Repairs - 15 Day Process

Where a dispute arises after the completion of repairs, and you feel Just Car Insurance has not acted in accordance with our contractual arrangements with you, or the provisions of the Motor Vehicle Insurance and Repair Industry Code of Conduct, you may raise this dispute with our IDR team. You will be required to provide full details of the dispute and your concern with Just Car Insurance’s conduct.


The IDR team will acknowledge receipt of the dispute within five business days, and will endeavour to conclude the dispute resolution process within a further 10 business days, having taken into account all relevant details in arriving at a determination.

Just Car Insurance agrees to be bound by the determination of the IDR team. However, should you disagree with the determination you may raise the matter under the External Dispute Resolution procedures of the Motor Vehicle Insurance and Repair Industry Code of Conduct.