Frequently Asked Questions



We’ve compiled a list of some of our Most Frequently Asked Questions here, but if there is anything you are still unsure about, then please do give us a call and we will do our utmost to help you.

Do you guarantee work undertaken to my vehicle?

Yes. If the repairs are being paid for by an insurance company, the guarantee will be set by them. If you’re paying for the repairs yourself then please discuss the guarantee terms when you book your vehicle in.

What if my replacement vehicle breaks down?

All cars are less than 2 years old and should carry manufacturers’ helpline numbers. If you cannot get help for any reason, call the customer service department during office hours. You can usually use your own breakdown cover while your vehicle is in for repair.

Why can delays arise during repairs?

Repairs cannot be started until full authority is received by the insurance company. In some cases, we are asked to strip or wheel align the vehicle and report back to the engineer before continuing with repairs. Parts may be subject to backorder or delays. Additional parts may be identified during the course of repairs beyond the original assessment.

What fuel do I use and is a refund available for unused petrol?

Most of the vehicles use unleaded petrol and we do not give refunds for excess fuel. The petrol cap will have details of the fuel type clearly marked on it. All mistakes are to be rectified at your expense.

What payments am I responsible for before my car is returned?

If applicable, you will be responsible for paying the excess and VAT (if you are registered or drive a company vehicle) on insurance claims. If you feel your excess should be waived, we will need confirmation, in writing, from the insurance company before your vehicle is collected. Any damage to the replacement vehicle (if applicable). Additional private work as requested. Any costs under the Road Traffic Acts (e.g. fines, etc).

What happens if the insurance company do not approve all items of repair?

We are only able to undertake the work approved by the insurance company's engineer and other repairs would be subject to a private quote. It’s always important to ensure that all related damage is reported to our vehicle damage assessor when the estimate is being done.

Can I choose when I have my car delivered?

We will give customers the option of a morning (8am-1pm) or afternoon delivery (1pm-4.30pm). Occasionally, we need to change arrangements depending on road and traffic conditions.

Who is responsible for the damage to replacement vehicles?

The replacement vehicles are your responsibility while your vehicle is in for repair and it is usually your insurance company who insures the replacement vehicle. If the replacement vehicle is damaged while in your care, you will either have to pay for the repairs or your excess if making a claim. You are also responsible for windscreen, alloy wheel and tyre damage while the vehicle is in your care.

Can I have a replacement vehicle if I am only insured third party or if I'm not making an insurance claim?

You can drive our replacement vehicles on our company insurance provided you are over 25 years old. Our company policy carries an excess of £750.

Will I get a like for like vehicle while mine is being repaired?

No. The insurance companies do only stipulate the provision of a group A vehicle. If you feel that the damage to your vehicle wasn’t your fault, it might be worth calling your insurance company to check if you’re entitled to a like for like hire vehicle.

Will my vehicle be collected/delivered on a recovery truck?

Not in all cases. Our recovery truck is reserved for vehicles which cannot be driven on the road and we can, therefore, get your vehicle booked in sooner if we are permitted to drive your vehicle to and from your address.

Can Caversham Coachworks repair vehicles for any insurance company?

Yes we can. It is your vehicle and therefore your choice where you choose to get it repaired. We happen to be approved for 90% of UK insurance companies but if we are not approved for your insurance company, we can still repair your vehicle, collect/deliver and provide a replacement vehicle (if applicable).

What do I need to do before I bring my vehicle in for repairs?

Try to clean your vehicle before it comes into us so that our assessor can easily see all of the damage which is to be estimated and repaired. Remove as many personal belongings as possible as we do not accept any liability for missing items. Please ensure that your locking wheel nut is available (if applicable). Please remove any dash cams. If you are having a replacement vehicle, we must see your driving licence.

Will you use genuine parts when you repair my vehicle?

Yes, as a rule, we only fit genuine Volkswagen, Audi, SEAT and Skoda parts. Rigorous vehicle tests have demonstrated that using the correct genuine parts for your vehicle minimises the damage sustained during a collision and thus significantly reduces your repair costs. However, we can access and fit quality non-genuine parts for you if you are looking to keep your repair costs down.

Can I use the replacement vehicle for holidays, courses or extended travel?

No; unless it's agreed at the outset that the duration of repairs would be for a period beyond your expected return date. None of our vehicles can leave the UK.

If you can't find the answer to your question here,
call us on
0118 947 4002 (Reading) or 01235 521 474 (Abingdon) and we will do our best to help.