Frequently Asked Questions

How can I track the progress of my vehicle's repairs?

Motorserve provides regular updates on the progress of your vehicle’s repairs. You can contact us for updates, and we will keep you informed throughout the repair process.

I have a claim excess. How do I pay it, and who do I pay it to?

Your insurer will let you know how much your excess is and how it can be paid. If your insurer has a Pay Excess Online tool, then you can use that to pay your excess.
However if you haven’t already paid the excess directly to the insurer, Motorserve can assist in processing your excess payment when you pick up your vehicle. Please bring a physical and valid credit or debit card to make the payment. Please note that we do not accept excess payments in cash or via Eftpos.

What happens if the repair process takes longer than expected?

In some cases, unforeseen circumstances or delays in parts availability may cause the repair process to take longer than initially estimated. If this occurs, Motorserve will keep you informed about the delay and provide updates on the revised timeline for completion.

My insurer says I am entitled to a taxi when I drop off the vehicle. Who arranges that?

Your insurer will inform us of your taxi entitlements and the applicable limits. We can arrange a taxi/Uber for you when you leave your vehicle for repairs and for your return to collect the vehicle. If you don’t have a taxi entitlement, we can assist in booking a taxi at your cost or provide information on local public transport options.

My insurer says I am entitled to a hire car. Who arranges that?

Your insurer will inform us of your hire car entitlements. We can assist you with arranging the hire car. Please discuss this with us before your inspection.
Please note that hire cars are provided by the insurer’s contracted hire car providers and therefore needs to be requested prior to the inspection.

I don't have a hire car entitlement but would like a hire car while my vehicle is being repaired. Is that possible?

Contact your insurer prior to your inspection to discuss options.

Who should I contact if I have issues with the repairs after collecting my vehicle?

If you have any issues with the repairs, please contact Motorserve in the first instance. We will liaise with the insurer’s Motor assessor to facilitate rework and address any repair quality issues.

What if I am not satisfied with the repair quality or the repairer's workmanship?

Motorserve is committed to ensuring customer satisfaction. If you are not satisfied with the repair quality or the repairer’s workmanship, please contact us immediately. We will work with the insurer’s motor assessor to address any issues and facilitate any necessary rework.

Do I need to make a booking to visit a Motorserve site?

Yes, you will need to make a booking. If you haven’t lodged a claim, please do so with your insurer first.
For Car Servicing, you can book an appointment online or call the site directly to make a booking.

Where can I find the Motorserve locations?

Click here to find a list of Motorserve inspection centres.

How long does an inspection take?

Insurance inspections are scheduled for approximately 30 minutes.
Car Servicing ESafety Inspections take approximately 1 hour.

What should I do if I am unable to attend or need to change an inspection or repair booking?

Please notify Motorserve as soon as possible so that we can make alternative arrangements for you.

When will my car be repaired?

For insurance claims, once your vehicle has been inspected, please allow up to two weeks for the estimate to be completed. As soon as it’s ready, we’ll contact you to secure a repair booking date.