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Track Repair FAQ's

How does the repair process work?

Repairs to your vehicle follow a simple 3-step process. All the information you need to know about each step is provided below.

This is when the repairer will assess the damage to your vehicle. If your vehicle is safe to drive, you’ll need to take it to one of our approved repairers, otherwise it will be towed there. If you need your vehicle towed, please give us a call on 0800 100 200. The assessment usually takes around 30 minutes, after which your repairer will give you an estimate on how long the repairs will take.

Please note that as this is a visual assessment only, timeframes for the actual repair of your vehicle may change once the work begins.

Frequently Asked Questions

  • I need to change my assessment booking. How do I do this?

    To change your booking, simply call your repairer to organise another time.

  • What's involved in the assessment process?

    Your repairer will do a visual assessment of the damage to your vehicle, which normally takes around 30 minutes.

    This allows them to estimate how long the repairs may take and book a convenient time with you for them to take place.

    Because it’s a visual assessment it can sometimes be difficult for your repairer to identify all the damage or parts required until the repairs have started, so estimated timeframes around the repair may change.

  • How quickly can the repairs to my vehicle be done?

    Your repairer always tries to get you back on the road as soon as possible, however making sure that your vehicle is safe is their top priority. Repair timeframes are largely influenced by the availability of parts. If there are any delays with getting parts, your repairer will let you know.

  • What is an excess and how do I pay it?

    An excess is the amount that you contribute to a claim. If you make a claim and it’s accepted, AMI will pay the repair or replacement costs that are over your excess amount.

    You can find out what your excess is by checking your policy schedule or logging in to your online account.

    If you’re required to pay an excess you can pay this directly to your repairer.

    If your vehicle is deemed a total loss, we'll deduct the excess amount from what we pay you.

  • If the cost of repairs is less than the excess I need to pay, can I cancel my claim?

    Yes, if the cost of repairs to your vehicle is less than your excess you may choose not to make a claim.

    The easiest way to confirm the cost of repairs is to get the damage assessed by one of our approved repairers.

    If you decide not to proceed after you’ve had the assessment, you can cancel the claim by giving us a call on 0800 100 200.

This is when your repairer organises a time with you for your repairs to take place. From this stage onwards, your repairer will take care of the entire repair process for you.

Frequently Asked Questions

This is when your repairer starts the repairs to your vehicle. When you arrive at the repairer, make sure you remove everything from your vehicle e.g. child seats, valuables etc before they start the repairs.

Paying your excess

If there’s an excess outstanding you'll need to pay this to your repairer. Please check with them what payment methods they accept and when the excess needs to be paid.

Frequently Asked Questions

  • How long will the repair take?

    After assessing the damage to your vehicle, your repairer will give you an estimated timeframe for the repairs. Because it’s a visual assessment it can sometimes be difficult for your repairer to identify all the damage or parts required until the repairs have started, so estimated timeframes around the repair may change. Repair timeframes are also largely influenced by the availability of parts. If there are any delays with getting parts, your repairer will let you know.

    While they’ll try their best to get you back on the road as soon as possible, making sure that your vehicle is safe is their top priority.

  • Who should I call for an update on my repairs?

    Please call your repairer directly for an update on your repairs.

  • What factors could delay the repair process?

    There are a variety of reasons why repairs to your vehicle may take longer than originally estimated. Examples include:

    • The repairer finds more damage to your vehicle
    • Specific parts aren't in stock
    • A specialist such as an auto electrician is required to work on your vehicle
  • What happens if the part needed to repair my vehicle isn't in New Zealand?

    Not all parts are kept in stock by New Zealand dealerships, so on occasions they need to be shipped from overseas.

    Your repairer may be able to get your vehicle roadworthy while they wait for the part to arrive, however if the part affects safety your vehicle will be kept off the road.

  • What if there's something wrong with my repairs?

    In this instance, we recommend that you first speak directly with your repairer to resolve the issue.

    We provide a lifetime guarantee for all repairs carried out through our approved repairer network provided you remain insured with AMI and the vehicle is still in your name.

    You can find out more about our approved repairer network and our lifetime guarantee here

Got Questions?

If you have queries related to your repair or rescheduling your booking, please get in touch with your repairer.

If you have any other questions please check out our Help Centre, find us on Facebook, or give us a call on 0800 100 200.