Not-at-fault smash repairs
Smash repairs at our own Sydney repair facilities
Most claims companies send your car to whoever's cheapest that week. We don't send it anywhere: repairs are carried out at our own repair facilities, to manufacturer standard, with a lifetime guarantee on our workmanship. And if you're eligible, the at-fault insurer carries the cost, not you.
- Our own repair facilities
- Manufacturer-standard
- Lifetime workmanship guarantee
- No excess, if eligible
Why 'who repairs your car' matters
After a crash, your car's safety systems, structure and finish all depend on the quality of the repair. A cheap patch-up can hide poor panel alignment, skipped safety checks and paint that fails in two summers.
Crash Assist coordinates the whole process, and your car comes into our own Sydney repair facilities, not a random shop from a network list. The team responsible for your claim is the same team responsible for the repair, one name on the job, start to finish.
And here's something many drivers don't know: when the accident wasn't your fault, you generally have the right to choose your own repairer rather than accept the insurer's pick. Read the guide, then choose one that answers its own phone.
Repairs are carried out at our repair facilities. Vehicle inspections and repairs are arranged by appointment to ensure a smooth and efficient customer experience.
Your repair, at a glance
- Repaired in-house, never farmed out
- Manufacturer-standard methods and materials
- Lifetime guarantee on our workmanship
- Replacement car while we work, if eligible
- No excess when claiming against the at-fault insurer
Repair costs are recovered from the at-fault insurer for eligible not-at-fault customers.
What our repairs cover
Panel & paint
Dent removal, panel replacement and computerised colour-matched refinishing that disappears into the factory paint.
Structural & safety
Chassis measurement and alignment, plus checks of airbags, sensors and safety systems affected by the impact.
Assessment & reporting
A documented damage assessment and quote, prepared to insurer standard: evidence that also strengthens your claim.
Accident towing coordination
Undriveable? We coordinate towing straight to our own repair facilities so your car isn't sitting in a holding yard accruing fees.
A car while we work
Eligible drivers get a like-for-like replacement vehicle for the repair period, delivered to you.
Quality control & guarantee
Every vehicle passes final QC before handover, and our workmanship is guaranteed for as long as you own the car.
The repair process
Car comes to us
Drive in or we arrange towing. We photograph and document everything on arrival.
Assessment & approval
We prepare the repair assessment and manage approvals with the at-fault insurer as part of your claim.
Repair & quality control
Manufacturer-standard repair at our own repair facilities, with progress updates that come from the people actually doing the work.
Handover
Final QC, clean, and your keys back, with a lifetime guarantee on our workmanship in writing.
Repair timelines depend on parts availability and damage severity. We give you a realistic estimate at assessment and update you if anything changes.
No excess, no repair bill: who qualifies?
When you're not at fault and eligible, repair costs are claimed from the at-fault party's insurer, so there's no excess and no invoice with your name on it. You're likely eligible if:
- The accident was fully or mostly the other driver's fault
- You can identify the other vehicle or driver
- Your car was damaged in the accident and needs repair
- The accident happened in NSW
The honest fine print
Repairs for not-at-fault customers are provided on the basis that costs are recoverable from the at-fault side, under our Terms. If your situation doesn't fit that model, we'll say so upfront, and you're still welcome to a straight repair quote.
Take the 60-second checkSmash repair questions
Do I have to use the insurer's recommended repairer?
Generally no, especially when you're not at fault and claiming against the other side. Even many own-policy claims allow choice of repairer. Our guide on choosing your own repairer in NSW explains your rights.
What does 'manufacturer-standard' mean?
Repair methods, measurements and materials consistent with the vehicle manufacturer's specifications: panels aligned to factory tolerances, safety systems checked, and refinishing matched to the original paint.
How long will my repair take?
Minor panel work can be days; structural repairs or back-ordered parts take longer. You get a realistic timeframe at assessment, and if you're eligible, a replacement car for the duration either way.
What if my car turns out to be a write-off?
If repair costs approach the car's value, it may be declared a total loss. We document everything for the settlement and, if eligible, keep you in a replacement vehicle for a reasonable period. See not-at-fault write-offs.
Is the lifetime guarantee real?
Yes. We offer a lifetime workmanship guarantee on all repairs carried out by our workshop. It covers the quality of our repair work; normal wear, unrelated damage and manufacturer part warranties sit outside it, which we'll explain in writing at handover.
Will you update me during the repair?
Yes, at every key stage: assessment, approval, parts, paint and QC. Because the repair facility is ours, updates come from the people with your car on the hoist, not a call centre reading a screen.
Related services & reading
Accident Replacement Vehicle
Stay mobile for the whole repair, delivered to your door if eligible.
Read moreGuide: Choosing your own repairer
Your rights in NSW when the insurer pushes their preferred shop.
Read moreGuide: Write-offs explained
What happens when the damage is beyond economical repair.
Read moreCrashed and not at fault? Get it repaired properly.
Manufacturer-standard repairs, a lifetime workmanship guarantee, and a car to drive in the meantime, if you're eligible.
Eligibility confirmed after we review your accident. No obligation.