<h2>Why the First Phone Call Matters</h2> <p>Most drivers ring their insurer within an hour of a crash, while still shaken. The agent on the other end has a script designed to lock in the cheapest claim path for the insurer — courtesy car downgraded, repair routed to their network, no questions invited. Knowing what to say (and what not to say) puts you back in charge.</p> <h2>Step 1 — Don't Admit Liability</h2> <p>At the scene and on the phone, stick to facts. "The other car came out of a side road and I couldn't avoid it." Never say "I'm sorry" or "it was my fault" — that determination is for the insurers and, if needed, the courts.</p> <h2>Step 2 — Refuse the First Repairer Suggestion</h2> <p>When the agent says "we'll arrange collection by our approved repairer," respond with: <em>"I'm using my right to choose my own repairer. Please record Custom Coachworks on 01444 831957 as my nominated bodyshop."</em> They are required to log this.</p> <h2>Step 3 — Insist on a Like-for-Like Courtesy Car</h2> <p>Standard policy wording usually entitles you to a courtesy car of similar size and class. If you drive an estate, a 7-seater or a van, say so. Don't accept a Corsa for a Discovery without challenge. Custom Coachworks can supply a like-for-like through our hire partners on non-fault claims.</p> <h2>Step 4 — Get Everything in Writing</h2> <p>Ask for the call reference, the agent's name, and an email confirming the claim details. If the insurer pushes back on your choice of repairer, ask them to send their refusal in writing — they almost never will, because they can't justify it.</p> <h2>Step 5 — Hand It Over to Us</h2> <p>Once your repairer is logged, ring Custom Coachworks on 01444 831957. We'll deal with the engineer's inspection, parts ordering, ADAS calibration and final QC. You go back to your day. We update you when the car is ready.</p> <h2>What If They Say "We Can't Guarantee the Work"?</h2> <p>This is a common scare-tactic line. Our work carries a <strong>lifetime guarantee</strong> that travels with the vehicle. The insurer's position on guarantee is irrelevant — the warranty is between you and us.</p> <h2>Save This Page</h2> <p>Bookmark this article on your phone now, before you need it. When the moment comes, you'll have the wording ready. Or save the number: 01444 831957 — Custom Coachworks.</p>