How does the customer get to the repairer?

The customer wants to use a manufacturer repairer?

You can search for a manufacturer repairer via the handler screens in Markerstudy Assist –

Enter registration and select repair. From Overview select Customer View and select change repairer you will see the vehicle manufacturer option. If you cannot see what you are looking for contact Vizion Network on 01482 429835 and ask them to conduct a Manufacturer Triage search for you that looks specifically at the vehicle manufacturer networks.

The approved repairer will prepare an initial assessment from the damage images provided or they may request that the customer pop into the repairer if the images are unclear or not provided. A detailed assessment will be prepared once vehicle has arrived on site and the vehicle has been stripped.

Who authorises repairs?

Repairers have delegated authority to commence repairs immediately if below 50% of Pre-Accident Value. We are providing an automatic authority process supported by an engineering service provided by both Vizion Network and the Markerstudy engineers.

Repair duration?

The repair duration will depend upon the level of damage and the work required to repair the vehicle. The repairer will be able to give the customer an estimated completion date upon preparation of the estimate.

This will be displayed on the customer repair hub and they will be notified if this changes due to parts availability or unforeseen circumstances.

What effect will repairs have on the manufacturers warranty?

The Vizion Repair Guarantee covers workmanship for the lifetime ownership of the vehicle, this will typically be longer than a manufacturer warranty and will certainly not be less. All manufacturer parts fitted during the repair will carry the standard manufacturer's warranty.

A network search of repairers will show manufacturer approval should this become an issue.

Will the customer receive a Courtesy Car?

The Vizion Repairer is tasked with providing a courtesy car for the duration of the repair. The Courtesy Car will be provided once the damage vehicle arrives on site or is on route via a recovery agent.

How often is the hub updated?

The hub is updated every time the repair progresses through the process, as well as, when your repairer sends a photo or text update, the customer will be notified every time this happens.

Will the vehicle be valeted on completion of the repair?

The Vizion Approved Repairer will ensure the vehicle is washed and cleaned prior to return to the customer. We do not provide a valet service unless the incident circumstances warrant a full valet.

Where can the customer obtain the guarantee?

The repair certificate will be ready within 12 hours of the vehicle being collected and will be available on the repair hub. Don't worry, we will send the customer details via email or SMS when it is ready.

What if there is a problem with the repair?

In the unlikely event of a problem with the repair, then in the first instance contact Vizion Network via the contact us facility. Please ensure you have full details of the problem to enable us to investigate.

When can customer provide feedback?

Once the repair is complete the survey will be available on the repair hub, do not worry we will send the customer an email or SMS inviting them to fill in the survey once their vehicle has been collected. Check the communication preferences to ensure the customer has not excluded e-mail or SMS requests.

What happens if the vehicle is written off or a total loss?

In the unfortunate event that the vehicle is a write off, your total loss team will contact the customer to discuss how best to settle their claim. The repair hub will continue to show 'Assessment' as we do not want to give negative news via the web site. The repairer will request the return of the Courtesy Car once the vehicle has been deemed a Total Loss.