Just a quick note, we really need a good set of images clearly showing all the damage, this will help us deal with the estimate first time, but along with that we will also need the vehicles ID, showing the number plates, chassis number and mileage.
Non-approved repairer information hub
We use Audatex as our preferred estimating system for vehicle repairs and getting our customers back on the road. As the nominated repairer for our customers, we need you to provide us with your estimate and a set of excellent quality images for the repairs that are needed.
If you are an Audatex user then great, we just need make sure a few things are done within the assessment in order for it to successfully get through our Gateway and an Engineers Inspection is raised.
This is vital for our systems to be able to autonomously show that an estimate is received, as this will then create a Motor Engineer inspection. If these items are not actioned or not included, then the estimate will not get to us, and we cannot get the repairs authorised or the estimate reviewed and the help you may need.
What to do in Audatex
- Choose Allianz Commercial as the Work Provider.
- Populate the Claim Reference field with a valid Allianz Claim number, which should look something like this: WG/1/AB/123123 or MK/1/ /123123.
- We will need the vehicle location populated with a valid postcode.
- Don't forget the other Reference box, please populate this with NNR.
- Finally, the Network code to send the estimate to is simply - ALLIANZ.
Once you have done that then the estimate will be received in Audatex and this will then automatically raise an Engineers Inspection, where one of our motor engineers will be assigned the job and will be in touch!
If you don't have Audatex
Don't worry! We do recognise that not everyone uses Audatex, just because you may not use Audatex, that doesn’t mean we can’t work together.
Here at Allianz we accept estimates in any format.
So, here is what to do if you use other estimating systems or methods to produce your estimate.
We still will need a good set of images showing the vehicles Identity and the damaged areas and of course with that we need your estimate.
The estimate needs to be detailed clearly with the costs broken down into, labour, paint and materials, parts, specialist costs etc - this will give our team of engineers the best opportunity to able to review the estimate and authorise it without any delays.
Once you have the estimate and images you can send this over to us, just simply attach them to an email and send it to customerclaims@allianz.co.uk
In order for the email to be allocated to the correct claim, we need you to populate the email subject line with the Allianz Claim reference number and the vehicle registration.
Here's an example of what an Allianz Claim Number will look like - WG/1/AB/123123 or MK/1/ /123123.
Once we receive this our claims colleagues will then set up an 'engineers inspection request' and you can sit back and wait to hear from our engineers.
Further information
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Supplementary estimates
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Non-approved repairer footprint images
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Supplementary estimates (non-Audatex)
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Without prejudice (WOP)
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VAT and excess
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Non-fault value added tax (VAT) and excess
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Back ordered parts
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Green parts
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Total losses
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Invoicing
Supplementary estimates
Should you find yourself in the position that once repairs have started, there has been some extra damage found or a few more have parts are broken and you need to send your supplementary estimate, then it is simple, all we need here is the added images supporting this and the updated estimate and follow the same steps you did when originally sending us the estimate.
If the repair method has changed or you come across something and you need to speak with our engineers urgently, we’ve got this covered also.
All you need to do is call the Authorising Engineer, where we have the team ready and waiting to help you.
The Engineers contact details will be listed within the Audatex assessment or on any email correspondence.
Also, if there has been any subcontract work carried out such as dealer resets, ADAS resets etc.. we will need to see copies of these invoices. It is the same for any specialist costs that were needed, such as decals, tyres, we will need these invoices too.
Non-approved repairer footprint images
To help us assess and authorise your estimate as quickly as possible, we need your help in providing us a good set of images.
Providing us with the images outlined in this section will help us achieve what matters most, and that is getting the works authorised to you first time around, so we can get the customer back on the road as soon as possible.
Follow the link below to view examples of the images that we need to get the job done.
Supplementary estimates (non-Audatex)
The process of getting a supplementary to us if you are a non-Audatex user is simple.
You just need to do exactly the same as you did when sending us your initial estimate, but of course we would need an updated estimate and supporting images – little tip here - try and make it clear within the estimate what the supplementary costs are, this will help our engineering team deal with the supplementary as efficiently as possible.
Also, if there has been any subcontract work carried out such as dealer resets, ADAS resets etc.. we will need to see copies of these invoices and it is the same for any specialist costs that were needed, such as decals, tyres, we will need these invoices too.
Authorisations / repairs
Once we have all we need from you and an inspection is raised for our engineers, we aim to be in touch within 48 hours.
Hopefully we then be in a position to be able to authorise repairs and instruct for the repairs to be underway and we will do that by sending you our authorisation note.
If you are an Audatex user, we will authorise via Audatex and if you are a Non-Audatex User, we will reply to your email address attaching the authorisation note.
This will include various pieces of information, but all very important.
For example.
If the customer is liable for the VAT element of the repair and the Excess amount if applicable.
Invoicing instructions:
Authority of any inherited storage / recovery.
Important information relating to you as the repairer and agreeing to undertake the repairs and the agreed method of repair.
So be sure not to miss it!
Without prejudice (WOP)
There are however some instances when we may not be able to authorise repairs straight away and you may see or hear the term – repairs agreed on without prejudice basis (WOP).
This will not stop us agreeing costs and the method with you, but we just cannot instruct repairs to begin, this could be for several reasons, such as the claim is not validated, we are waiting some more information from the customer. Rest assured as soon as we have the green light, we will then provide you with the official authorisation note and the go ahead to start repairs.
It’s really important that repairs are not started on cases that have been agreed on a without prejudice basis (WOP).
VAT and excess
“Does the customer have to pay Excess and VAT?” Is one of the most frequently asked questions and hopefully we can clear this up for you in a nice and simple way.
The authorisation note that is provided to you by our engineers, will provide you with the answer to this.
Included on the authorisation note is the customer VAT status, which will be registered or not registered.
If they are registered, they will be liable for the VAT element on the repair and if the status is not registered, then they are not liable for the VAT element.
The excess amount will also be populated accordingly on the authority note.
This is the easiest way to know if the customer is liable for the VAT or if there is an applicable excess.
Our engineers will populate these fields using our claims management system to ensure they are populated accurately at the time of issuing the authorisation note.
The VAT element that the customer will be liable for depends on your final repair costs and if these have increased or decreased for any reason during the repairs, you will need an updated authority from our engineers.
Now we know and it is very common that the customer arrives on site to collect their vehicle and there hasn’t been a final authority obtained which gives you an accurate VAT figure, again not to worry, we’ve got this covered also.
All you need to do is call the Authorising Engineer, and someone will be on hand to provide you a revised authorisation note – come prepared though as we will need your final costs, documents and supporting images to allow us to get to work on it.
The Engineers contact details will be listed within the Audatex assessment or on any email correspondence.
Non-fault value added tax (VAT) and excess
There may be some occasions where a customer may dispute if they are liable for the VAT element because it is a non-fault claim, however if they are VAT registered then they are liable for the VAT element, regardless of if it is a fault or a non-fault claim.
Leading on from that there may also be occasions where the policy holder is telling you it is a non-fault claim, however the excess is still applicable and there is a reason for this.
- We are unable to suspend / suppress the policy holders excess until we receive in writing 'acceptance of fault' from the other insurer and while we are awaiting this (this can take take some time) the vehicle has been repaired and therefore the excess is still applicable and must be paid by the customer and our claims team will look to recover this (if liability is accepted) at a later date.
If you find yourself needing any further clarification relating to the VAT and excess status, please contact our claims team on 0370 606 4912
Back ordered parts
This unfortunately is going to happen from time to time, however we will be on hand to help you and our customers if you find yourself in this unfortunate situation.
Notify us as soon as you can and you can do this by calling the Authorising Engineer, we can then review and assess the situation and then advise on the options available in order to not hold up the repairs any longer than necessary.
The Engineers contact details will be listed within the Audatex assessment or on any email correspondence.
We will need just a few things when you call our engineers so that we can make sure we are giving the best help and advice we can, so before calling the engineering team, please have the following readily available:
- registration, make model and claim number
- part number and description
- any estimated time of arrival (ETA) provided by the parts supplier, if applicable
- If no ETA is available, please try and obtain from the supplier in writing that this is the case.
Green parts
The use of green parts is something we are fully on board with, and we promote this choice when repairing one of our customers vehicles.
Green parts and safe, traceable, recycled parts as part of an environmentally aware solution we are offering.
Do not let a part being on back order be the only reason you choose the green part option, there are many other benefits from using green parts.
As long as the customer is happy – we’re happy!
There are of course restrictions on what can and cannot be supplied and we are happy to have this conversation with you to ensure that the right parts are used, and the green parts solution is used at the right time in the right way.
Allianz has access to a vast green part market, and we work alongside one of the UK’s leading salvage and green parts provider, so contact us and let us go green.
Here is a link to My Green Fleet, which is where you can start your journey of going green: www.mygreenfleet.co.uk
Total losses
We will do all we can to try and issue an authority to repair a vehicle at Allianz, with the use of green parts, total loss avoidance schemes, however there are just sometimes where the best option or the only option is to deal with as a total loss.
As the repairer we will of course inform you when we take the decision not to repair the vehicle, with this we will ask that you allow the customer to retrieve their personal belongings from their vehicle if applicable and we will also discuss what will happen next.
The vehicle will also need collecting from you by our salvage partners, who will be in contact with you in order to make arrangements to collect the vehicle from your premises.
Now, if you find yourself in the situation where a vehicle arrives with you and is a clear and obvious total loss, we of course don’t expect you to create a costed assessment, all you’ll need to do is still take images of the vehicle and contact your Area Engineers and we will get to work in getting the vehicle uplifted as quick as we can.
There may just be some occasions that we would still need a costed assessment if the vehicle were a border line total loss, but please give us a call if you are unsure and we can review this with you and make sure the best decision is made.
Invoicing
So, repairs are now complete, the vehicle is ready and may have already been collected by the customer, there is just one last thing to do and that is send us your final invoice, so we can pay you for the magnificent work you have done in getting our customer back on the road.
To allow an efficient, easier payment process you need to make sure you give us all the things we need to allow us to get that payment to you nice and quickly.
Audatex users can use the Auda Invoice function, and this is the quickest and easiest way to receive payment.
Non-Audatex Users out there here is what to do:
The most important thing is your final invoice needs to match our engineers authorisation note.
If repairs have increased or decreased during the repair stage, you’ll need to get a revised estimate to us, so the engineer can then provide you with an updated authorisation note to match.
You can do this in the same way you gave us your initial estimate – please see our Audatex / estimates / supplementary if you are unsure on how to.
Unfortunately, we will not be able to make payment if your invoice and our engineers authority does not match.
Once you have a final invoice and authorisation note that matches, we need you to send us your invoice pack which will also need to include:
- customer satisfaction note (collection note) signed by the customer
- your payment details so that we can get the payment to you
- authorisation notes
- final invoice
- parts invoices
- specialist invoices
- subcontact invoices.
In order for you to get this to us so we can get that payment to you, you'll need to email the above toclaimspayments@allianz.co.uk or customerclaims@allianz.co.uk
Don't forget to populate the email subject with the claim number and registration number so it can be allocated to the correct claim.
Once you have done all of this, it is then over to us, and we will aim to get that payment to you as fast as you can.
