A&G Insurance Services’ customers are entitled to access our Partner Repairer Network.

Our Partner Repairers work in collaboration with us to ensure that our customers are provided with a seamless end-to-end claims service that guarantees quality repairs and timely delivery of vehicles back to their owners.

The Repairers we have chosen to work in partnership with us display the core values that we endeavour to establish with all our Suppliers.

In line with the guidelines set out in the Motor Vehicle Insurance and Repair Industry Code of Conduct, we provide the following information to assist Repairers when applying to join our Partner Repairer Network.

(A) PARTNER REPAIRER SELECTION CRITERIA

At A&G Insurance Services we strive to uphold our reputation of quality and excellence in the services we provide to our customers.

In order to be considered for the A & G Insurance Services Partner Repairer Network, eligibility will be evaluated based on achievement of the following requirements:

• Proven quality repair work
• Commitment to provision of outstanding customer service standards and agreed turn-around times
• Appropriate equipment levels
• Agreed competitive rates
• Proven historical performance in the areas of Quality, Timeliness and Cost
• Proven partnership ethic focused on medium to long-term mutual positive outcomes for our customers, suppliers and Auto & General

In addition to the above considerations, there are also geographical factors that will influence the choice of Repairers with whom we will set up partnerships. These include;

• Concentration of A & G Insurance Services business, taking into consideration the volume of claims and the location of our Insurance Assessment Centres (Catchment Areas)
• The number of Partner Repairers required per area, taking into consideration future growth and an appropriate level of supply for sustainable mid to longterm relationships

(B) PARTNER REPAIRER CORE VALUES

A&G Insurance Services places significant importance on engaging Repairers who have achieved and strive to maintain an honourable and respectable reputation in the market, and, who share the same core values as we maintain at A&G Insurance Services.

Our aim is to work cohesively with our Partner Repairers, in an open and honest environment, with a goal to providing A&G Insurance Services’ customers with a seamless and un-complicated claims experience, and a high quality vehicle repair.

We understand that the motor repair industry is evolving and we commit to working with our Partner Repairers in a positive and creative partnership to meet the ever-changing needs and to produce innovative new ways of meeting the industry’s, our customers, suppliers and shareholders expectations.

A & G Insurance Services in line with section 6.2 of the Motor Vehicle Insurance and Repair Industry Code of Conduct is committed to working with our Partner Repairer Network to develop a mutually beneficial realistic time and rate platform to create a fair and transparent estimating and repair costing.

We maintain a commitment to ensuring the service delivered to all clients is of the highest possible quality and that all vehicle repairs are arranged in a timely manner that produces a cost effective quality end result.

To achieve this we work closely with our Partner Repairers to ensure that the most suitable method of repair is undertaken and that the vehicle is off the road for as short a period as is possible whilst ensuring there is no compromise in the repair quality to achieve this outcome.

A & G Insurance Services operates out of a number of assessment centres across the country that each has their own geographical catchment area. Where clients attend the assessment centres without having obtained a repair estimate we work in partnership with the local Partner Repairers to manage the repair process within commercial arrangements.

In addition to the above many clients are located outside of the catchment areas of the assessment centres and/or choose to nominate their own repairer to tend to their repair requirements. Repairers in this situation are advised to compile estimates in either dollars or time units. These estimates will be assessed by our internal assessors or external assessors contracted to us to carry out this service to ensure that the most suitable method of repair is undertaken and that the vehicle is off the road for as short a period as is possible. There is no compromise in the repair quality to achieve this outcome.

Generally one repair estimate is required for the assessor and repairer to negotiate and agree the best repair method, quality and cost outcomes. Some circumstances may arise where the assessor considers it necessary to obtain an additional estimate. This may occur if:

• The estimate to hand is considered excessive, uncompetitive or incomplete.
• The Repairer is considered to be inadequately equipped to complete the repairs to the required standard.
• The Repairer and Assessor fail to come to agreement on the method or associated cost of the repairs.

A & G Insurance Services, in line with our commitment to timeliness, strive to ensure timely delivery of all services including processing of payments.

A & G Insurance Services endeavours to ensure that all payments to Repairers are made within 30 days, upon receipt of a valid tax invoice that corresponds with the amount authorised by A & G Insurance Services to carry out the repairs.

A & G Insurance Services ensures that our customer’s cars are returned to them in the same condition as immediately prior to the damage occurring and we guarantee the quality of any repair we authorise for as long as our clients own the insured vehicle.

A & G Insurance Services authorises the use of manufacturers’ original approved parts, or other parts that are consistent with the age and condition of the vehicle.

When repairing vehicles for A & G Insurance Services’ customers, our Repairers acknowledge the following responsibilities in respect to their workmanship:

• Repairers must provide a warranty, valid for at least 3 years from date of repair, for all work carried out.
• An additional warranty should be provided to encompass parts and paint to the same level as that covered in the manufacturer warranties. This clause excludes those circumstances where defect can be attributed to faulty workmanship in which case the preceding workmanship warranty will apply.

A & G Insurance Services accepts responsibility for the following provisions:

• All rework other than those that are listed under Repairer Responsibilities, for as long as our clients own the vehicle.
• All rework resulting from sublet repairs where A & G Insurance Services has directed the sublet Repairer to be used.
• All rework where A & G Insurance Services has instructed the use of a repair method or part that differs from that recommended by the Repairer, and where the Repairer has indicated that they dispute the method chosen.
  
  In the above event, A & G Insurance Services shall provide the Repairer with written confirmation accepting responsibility for the repair method or part that the Repairer was instructed to use.
• Any loss or liability incurred by the Repairer as a result of a quality, structural, presentation or safety defect caused by complying with an A & G Insurance Services requirement.
  
  The Repairer is required to alert A & G Insurance Services immediately upon notification of any claim against the Repairer relating to the circumstances listed in this clause.
  
  A & G Insurance Services will not be liable to pay any loss or liability incurred by the Repairer to the extent that the loss or liability arises from faulty workmanship.

In order to ensure that our Partner Repairer Network maintains high standards at all times, A & G Insurance Services will undertake regular performance assessments to evaluate and qualify the performance of each Repairer in respect of each of the key measurable areas:

• Quality of repairs
• Timeliness in completion of the repairs
• Cost of repairs
• Demonstrated commitment to maintaining a workable mid to long-term relationship

The review process not only monitors the performance of our Partner Repairers to ensure quality practices, but also provides a tool to guarantee ongoing development and continuous improvement of the partnership between A & G Insurance Services and our Partner Repairer Network.

Auto and General Insurance Company Limited and A&G Insurance Services are committed to the Motor Vehicle Insurance and Repair Industry Code of Conduct(the Code).

The code is intended to promote transparent, informed, effective and co-operative relationships between smash repairers and insurance companies based on mutual respect and open communication. Included in the code is a requirement for us to have formal complaint and dispute resolution procedures.

REPAIR DISPUTES

For dispute arising prior to the commencement or completion of repairs, the following dispute resolution process applies:

• Initial notification of any dispute should be raised with your local Insurance Assessment Centre Manager or, for Repairers in those areas where no Insurance Assessment Centre operates, the Assessing Manager responsible for your state.
• Full details of the dispute and the appropriate supporting evidence should be supplied so that a thorough investigation can be carried out. A determination will be made within two (2) business days.
• If the Repairer considers the outcome to be unsatisfactory, Auto & General acknowledges the Repairer’s right to refuse any further involvement in the vehicle repairs. In these instances Auto & General will transfer the vehicle to another Repairer.
• Should the Repairer be unsatisfied with the Assessing Manager’s decision, a request can be made for the repair dispute to be escalated for further review via our Internal Dispute Resolution process.(Our Internal Dispute Resolution team can be contacted by fax(07) 3377 8821).
• A final determination will be advised within 15 business days from initial date of notification.

REPAIRER CONTRACT DISPUTES

For disputes arising after completion of repairs, and over contractual arrangements, the following dispute resolution process applies:

• Initial notification of any complaint should be raised with your local Insurance Assessment Centre Manager or, for Repairers in those areas where no Insurance Assessment Centre operates, the Assessing Manager responsible for your state.
• Full details of the complaint and the appropriate supporting evidence should be supplied so that a thorough investigation can be carried out. We will provide written acknowledgement of the dispute within five (5) business days.
• If the Assessing Manager is unable to resolve the dispute to your satisfaction within the first 5 days of notification, the dispute will be escalated for review via our Internal Dispute Resolution process.
• A final determination will be advised in writing within 15 business days from initial date of notification to IDR, provided that all required information has been supplied.
• If the outcome is still considered to be unsatisfactory, you can access our external dispute resolution(EDR) scheme by lodging notice of your dispute with the Code Administration Commitee(CAC), or its nominee.
• Should we be unable to resolve your complaint to your satisfaction within 45 days(including both the complaint and internal dispute resolution process) we will inform you of the reasons for the delay and that you may take the complaint or dispute to external dispute resolution scheme even if we are still considering it. We will inform you that you have this right and supply details of our external dispute resolution scheme before the end of the 45 days period.

To register your interest in receiving more information regarding our Partner Repairer Network, or to apply now, please submit your details to our National Supply Division by printing off and completing the attached application form and either;