Don’t Let Your Insurer Hijack the Repairs – Your Legal Right to Choose a Panel Beater
- Author
- 2 days ago
- 3 min read
Updated: 21 hours ago
South African insurers still nudge, prod and occasionally threaten policy-holders into using their own “approved” panel shops. In industry slang, that’s steering. Here’s why you should park that practice before it crashes your wallet – and how to exercise the right to choose any SAMBRA-graded repairer, including one of our five HJ Bosch & Sons franchises in Pretoria and Gauteng.
What exactly is “steering”?
Steering is any tactic – subtle or blatant – that pressures you to have accident damage fixed at a repairer chosen by the insurer, rather than one you trust.
Typical examples:
“If you go elsewhere, we won’t guarantee the work.”
“Our network shop can start sooner; yours must wait for extra approval.”
“We’ll only pay what it would have cost at our panel beater.”
The law is on your side
Legal safeguard | How it protects you |
Competition Commission Automotive Aftermarket Guidelines 2024 – Section 7 (“Allocation of Work”) | Insurers must approve any repairer that meets their technical and commercial standards; blanket refusals are anti-competitive. compcom.co.za |
Treating Customers Fairly (TCF) – Outcome 6 | Insurers may not put unreasonable post-sale barriers in the way of claims, repairs or switching providers. Steering is a classic barrier. fsca.co.za |
Policyholder Protection Rules (Short-Term Insurance Act) | Claims must be handled fairly, transparently and without undue delay. Unwarranted extra audits or paperwork for a SAMBRA shop breach that duty. treasury.gov.za |
FSCA enforcement muscle | The FSCA imposed ± R943 million in fines for conduct breaches in FY 2024 – proof that insurers ignore market-conduct rules at their peril. businesstech.co.za |
Five red flags that tell you steering is happening
“Lifetime insurer guarantee” carrot – in SA, the workmanship guarantee comes from the panel shop itself, not the insurer.
Mystery “extra audit” – you’re told your chosen (SAMBRA-certified) shop must pass another audit before approval.
Threat of slower turnaround – the insurer claims non-network shops will “delay your claim”.
Refusal to match network rates – despite you providing the rate card up-front.
Documentation games – sudden demands for additional photos, VIN checks or strip-reports only when you name an independent repairer.
Spot any of these? You’re being steered.
How to steer back – a three-step script
Quote the law
“Under the Competition Commission Automotive Aftermarket Guidelines I’m free to choose any SAMBRA-graded repairer. Please confirm approval in writing.”
Match the numbers
Attach the shop’s Audatex quote or rate card. Politely note: “This meets or betters your network labour rate.”
Keep a paper trail
Save every email, call log and SMS. If push turns to shove, the FSCA’s complaints portal loves evidence.
Why SAMBRA accreditation is your safest bet
✔️ Independent technical audits every year
✔️ RMI & OEM-approved methods
✔️ Lifetime paintwork guarantees backed by PPG
✔️ Audatex estimating – ensures transparent, insurer-friendly quoting
No wonder the Guidelines single out SAMBRA shops as the benchmark for “qualified independent repairer”. polity.org.za
FAQ – quick answers at the roadside
Will I lose my manufacturer warranty?
Not if the shop follows OEM repair methods and uses approved parts – exactly what SAMBRA audits for.
What if my insurer still refuses?
Escalate to their internal dispute resolution team, then the FSCA Ombud. Attach your evidence of compliance.
Could I end up paying more?
Only if your chosen shop’s quote genuinely exceeds network rates. Ask the insurer to state (in writing) the amount they’ll reimburse, then decide.
The bottom line for Gauteng motorists
Steering is your insurer’s convenience, not a legal requirement. Armed with the facts – and a SAMBRA certificate – you hold the keys.
Ready for zero-steer, quality repairs?
Call us on 067 072 0925 to book at the HJ Bosch & Sons branch nearest you.
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