Should I call a panel beater or my insurance company for car repairs in Melbourne?

Not sure who to call after a car accident? Start here.

If you’ve just had an accident (whether it’s a fender bender in a car park or something more serious), your first instinct might be to call your insurance company. But is that the best move?

In many cases, going straight to your insurer could mean losing control over where your car is repaired, what parts are used, and how quickly the job gets done. Some policies lock you into an agreement with a repairer that favours speed or cost over quality, and that can come back to bite you.

There’s evidence to back that up. In an ABC investigation, repairers working under insurer arrangements were found to have returned vehicles to the road with potentially deadly faults. The Sydney Morning Herald reported that a customer left with a mouldy interior and ongoing damage described their insurer’s preferred repairer as delivering an “unbearable stench.”

So, should you call your panel beater or insurance company?

At Sheen, we’ve helped thousands of drivers across Melbourne navigate these situations. We’re here to give you the facts, not the fine print, so you can make the right decision for your vehicle, your time, and your money.

This blog will walk you through what to consider, when to call your insurance, when to go directly to a panel beater, and how to get back on the road with minimal fuss.

Understanding your options: insurer or panel beater?

If you’ve never had to make this decision before, it’s easy to assume your insurer is your first call. But depending on the damage, your excess, and how important it is for you to choose your own repairer, calling a panel beater like Sheen first may be the better option. This section compares what happens when you call your insurer versus going straight to a panel beater, so you can weigh your options with confidence.

Calling your insurance company first

When you call your insurance company, they’ll walk you through the claims process. If your insurance policy covers the damage, they’ll help you lodge a claim and often assign you to a repairer with whom they have a pre-existing agreement with a repairer.

This may sound simple, but it also means you might not be able to choose your own repairer (we can teach you a little more about whether or not you have to choose your insurer’s preferred repairer, by the way). Some insurance providers use non-genuine parts or send your vehicle to a shop that prioritises speed over quality workmanship.

Pros:

• Claim processed quickly
• Potentially lower out-of-pocket cost (after excess)
• Managed directly by your insurer

Cons:

• Can’t always choose your own repairer
• May involve non-genuine parts
• Could increase your premium in future

Calling a panel beater like Sheen first

At Sheen, we help you assess the condition of your car and give you a quote for the work needed, before you involve your insurance company.

We’ll help you decide whether it’s worth making a claim or paying out of pocket. If you do decide to claim, we’ll handle the process for you, working directly with your insurer so you don’t have to.

Pros:

• More control over the service you get
• Honest advice on whether to claim
• You keep the freedom to choose a repairer you trust

Cons:

• If claiming, you’ll still need agreement with a repairer from your insurer
• You’ll still pay your excess if a claim is made

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How to decide: 4 questions to ask yourself first

1. Was the accident your fault? If not, the at-fault party’s insurance should cover your repair. If it was, you’ll need to decide whether to claim.
2. Is your excess more than the repair cost? If the repair is cheaper than your excess, you may not want to claim at all. Our simple guide to car insurance excess can help you understand how your excess works.
3. Do you care where your car gets fixed? Some insurance providers limit your repair options. If you want to choose your own repairer, talk to them first.
4. Do you want to avoid a premium increase? Claims can sometimes affect future premiums. In minor cases, paying out of pocket may be smarter.

Insurance payout instead of repair — is that possible?

In some cases, your insurer may offer a payout instead of managing the repair. This is known as a cash settlement. It allows you to take the money and choose your own repairer, or delay the repair if needed.

This might happen if:

• The cost of repairs is borderline vs. market value
• You’re in Melbourne and wait times are long
• Your vehicle is safe to drive

Just be aware: the payout may not fully cover the repair, and once accepted, the job is yours to manage.

When to call your insurer vs your panel beater

Here’s a handy dandy guide to help you decide who to call:

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Will claiming on insurance affect your premium?

In many cases, yes. If you’re found at fault, your insurance provider may raise your premiums when you renew your insurance policy. Even if you're not at fault, some insurers still factor claims into their risk calculation.

You’ll also have to pay your excess, and that can be more than the cost of the repair in some cases.

That’s why it helps to get a quote before making a decision. At Sheen, we’ll assess the job and help you weigh your options based on condition, cost, and what your insurance company is likely to do.

Real advice: How Sheen helps you decide

We make it simple to figure out your next step. And if you’re unclear about how the claim process works, start with our guide on how car insurance works in an accident. For now, here’s a simple four-step guide:

1. Upload your smash – no obligation
2. We assess the damage and provide a detailed quote
3. We explain your options – claim or pay privately?
4. You decide – and we handle the work, repairs, and insurance admin

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Sheen vs insurance-managed repairs — what’s the difference?

We do our best to be the best, and we hope this table makes it clear just how we do that.

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Get clarity and control with Sheen

When you’re stressed, you need more than just repairs — you need the right advice. We’ll help you find the best path forward, whether that’s making a claim or not.

We work with all major insurance providers, but we’re here to represent you, not them. With Sheen, you’ll get:

• Smash repairs that’ll get you back to pre-accident condition
• 24/7 towing, so you’ll never be stuck in an emergency
• A free accident replacement vehicle to keep you on the road

Get in touch with our team or upload your smash to get a quote today.