Workshop

Our Insurance Claim & Repair Policy

At MOTERY PTY LTD, we are committed to providing the highest quality repairs and exceptional customer service. We understand that dealing with an accident and insurance claims can be stressful. This policy is designed to make the process as clear and straightforward as possible, ensuring your vehicle is repaired to the highest standards of safety and quality.

We work with all insurance companies but our primary commitment is to you, our customer, and to the safe and correct repair of your vehicle.

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1. Quotations & Repair Authorisation

• Detailed & Transparent Quoting: We invest time and expertise to create a comprehensive quote that details all necessary repairs, parts, and materials required to return your vehicle to its pre-accident condition. We use manufacturer’s specifications as our guide to ensure quality and safety.

• Quoting & Diagnostic Fee: Preparing an accurate quote involves a thorough diagnostic assessment by our skilled technicians. A fee will apply for this professional service. This fee is waived if you authorise us to complete the full repair work.

• Work Authorisation: Before any work begins, we require your signed authorisation. This confirms that you have reviewed and approved our quote and our repair plan.

• Supplementary Repairs: Occasionally, hidden damage is discovered after the initial quote is provided. If this occurs, we will immediately pause the repair, document the additional required work, and contact both you and your insurer to seek approval before proceeding.

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2. The Repair Process

• Commitment to Quality & Safety: Our number one priority is your safety. We adhere strictly to the vehicle manufacturer’s specified repair procedures. We will always advocate for the safest and most appropriate repair methods with your insurer.

• Choice of Parts: We will discuss the parts to be used in your repair (e.g., Original Equipment Manufacturer, aftermarket, or recycled parts) and will be transparent about the recommendations from your insurer and the manufacturer.

• Keeping You Informed: We will provide you with regular updates on the progress of your vehicle’s repair.

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3. Payment for Services

• Final Invoice: Upon completion of the repairs, we will issue a final invoice to you.

• Payment Terms: Payment for the authorised repairs is due upon collection of your vehicle. While we will send a copy of the invoice to your insurer, please note that your contract for repair is with us. You are ultimately responsible for the payment of the invoice.

• Insurance Coordination: We will do everything we can to assist in the payment process with your insurer to ensure it is as smooth as possible.

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4. Courtesy Vehicles & Vehicle Storage

• Courtesy Vehicles: If you require a replacement vehicle, please check your insurance policy to understand your entitlements. Where available, we offer courtesy vehicles for our customers. Please note that conditions apply, and a loan car agreement must be signed. This agreement outlines your responsibilities regarding fuel, insurance, and the care of the vehicle.

• Vehicle Storage: We provide a reasonable 3 business-days timeframe for vehicle collection once repairs are complete. A daily storage fee of $15 may be applied to vehicles left on our premises for an extended period after repair completion or if there are significant delays from you or your insurer in authorising the repairs. We have limited space and this policy ensures we can serve all our customers efficiently.

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Thank you for trusting Motery Motorcycle Hub with your vehicle. Our team is here to support you through the entire repair process. If you have any questions about this policy, please don’t hesitate to ask.