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Frequently Asked Questions

Please see the answers to some of our Frequently Asked Questions.

We believe the information on this page will aid your understanding and make for a more informed experience when it comes to dealing with your car repair.

Click on the question in green beneath to reveal the answer.

The accident was not my fault
  • First of all have a look at our "Had an accident?" page and follow the flowchart in the drop-down entitled "Accident - Not My Fault".
  • Where circumstances show that another identifiable party was at fault for the accident, it usually follows that a claim can be made directly against that party.
  • Where your needs are such that a replacement vehicle is required for the duration of repairs, then the cost of this too can be added to your claim.
  • Call us as soon as possible. With our expertise in dealing with these types of incident, we are usually able to establish who was liable for the accident in a matter of minutes based on the description you provide. In more complex cases we may need to make some further enquiries using our supplier partners, but these are handled rapidly.
The accident was my own fault
  • First of all have a look at our "Had an accident?" page and follow the flowchart in the drop-down entitled "Accident - My Fault / Fault Undecided".
  • Call us as soon as possible. We can guide you through the merits of the various options giving you the information required to reach your decision as well as the peace of mind in knowing it was arrived at carefully.
  • You will need to call your broker or insurer direct on the claims helpline number shown on your insurance documents.
  • Give them our details and explain that you would like your car repaired by Exan. Your insurer may try to offer you their choice of garage, but remember you can say NO to this if you would prefer to use Exan. Please see the “Dealing with my insurance company" section below.
Dealing with my insurance company
  • It may seem like a nice offer, but please beware. Most insurers focus heavily on minimising the cost of repairs rather than prioritising the quality, safety and integrity of the work required to restore your car to its pre-accident condition.
  • often steer customers to their “approved” repair network which is contracted to work on all makes of cars at discounted rates in return for high volumes of referrals. This usually means that the repairer is not approved by the manufacturer and unfortunately this can lead to vehicles being repaired incorrectly.
  • This is not good news for you, especially if you are concerned about your car’s value, safety, functionality, manufacturer’s warranty, aesthetics and appearance as well as a host of other factors, not to mention the inconvenience of having to get the work redone.
  • Remember, it is YOUR choice. Despite what you may hear from an insurance company, ONLY YOU have the right to choose who repairs your car.
  • Your insurer's 'approved bodyshop' is unlikely to be "Manufacturer Approved" or have specific brand technical knowledge. They are therefore unlikely to be familiar with your car’s numerous onboard systems and how these interrelate with the damage to be repaired.
  • People have often found their insurers' bodyshop to be focused on cost not quality through incomplete repair methods and the use of non-genuine parts. They have been said to prefer to repair or reclaim damaged body panels when these should be renewed.
  • Another difference is that insurance approved bodyshops might not have the appropriate equipment or level of expertise to repair your car to manufacturer standards. Loss of the car’s functionality may occur as a result. Such a standard of workmanship could invalidate your manufacturer’s warranty.
  • When coming to sell or part-exchange your car, it's resale value may be affected if the damage was not repaired to manufacturer standards. Sadly, by that stage, you may lose the benefit of any help from the manufacturer or your retailer, potentially leaving you out of pocket.
  • Exan is officially approved by the manufacturers for all the brands shown here on this website - instant peace of mind and no need to look any further.
  • Our experienced technicians receive specific manufacturer training on a regular basis.
  • We may not be the cheapest, but we will not place price before the safety and integrity of your car.
  • Only genuine brand new manufacturer parts are used in all our repairs.
  • We are regularly audited by the individual manufacturers we represent thus ensuring our high standards are maintained.
  • We are authorised by the manufacturer to issue a repair guarantee which lasts for three years or the unexpired period of the original warranty, whichever is the greater. Repair works carried out by Exan will not affect your original manufacturer purchase warranty.
  • This is a common misconception. Only one estimate is required at most, and very often Exan can arrange your booking without the need for you to obtain an estimate beforehand.
  • The outdated practice of asking for multiple estimates is still employed by some insurers and is designed to leave you feeling daunted by the prospect of driving around obtaining quotes in the hope that you will resign yourself to using the insurance garage.
  • All insurers are duty bound by the principle of "Treating Customers Fairly" (TCF). This includes ensuring that consumers do not face unreasonable barriers imposed by insurers when it comes to making a claim or a complaint. If you feel you are on the receiving end of any unfair treatment, please just give us a call.
Leading up to my booking
  • Your car is a good place to start. Please ensure the exterior is cleaned so that all damage can be clearly identified and so that the car's general condition can be recorded. This is particularly important as it will be documented as part of our check-in procedure.
  • If you are planning to use a replacement car, things to consider include: obtaining temporary parking permits, seeking permission from the parking or local authority, arranging insurance, providing copies of driving licences. Please also see Replacement Car section below.  
  • Please ensure there is adequate fuel in the tank to provide for the 'to' and 'from' journeys plus any roadtesting that may be required while the car is with us.
  • Kindly remove all possessions from the vehicle as no responsibility can be accepted for these items.
  • MOT Test Certificate and Road Fund Licence tax disc should both be valid with the latter being prominently on display on the windscreen. Check to see if these have expired or are due to expire and please let us know accordingly. Similarly, please let us know if there is anything that might render your car unsafe or illegal to drive; tyres, lights and brakes are some of the main things.
  • If there is any extra work you would like to enquire about or have carried out, start making a list so that this can be discussed when we next speak.
  • For your convienence, we are happy to collect your car from your home or place of work. It's best that we speak in advance (day before at the latest) to confirm a time and location in order to minimize disruption to you on the booking-in date.
  • If you prefer to drive in to meet our team, we shall be delighted to welcome you at Exan. There is plenty of customer parking.
  • If your car is undriveable or unroadworthy, we can make arrangments to have it recovered to us.
On the day of my booking
  • Whether you come to us or we come to you, you will be met by a member of our team who will guide you through our check-in process. This involves a minimal amount of form-filling, however, since signatures are required it is important that the process is followed thoroughly and not hurried. Please allow up to 20 minutes approximately.
  • The damage will later be re-appraised in detail by our estimating department in readiness for the next stages.
  • If repairs are being paid for by an insurance company then your car will be inspected by their representative. This must usually take place before repairs can be authorised.
Replacement Car
  • Exan has access to a wide variety of hire cars. We can help with most types of like-for-like car requirements.
  • Remember, if the accident was not your fault you may be entitled to claim the cost of the hire car from the party responsible.
  • Exan has a dedicated fleet of the latest 2015-registered Volkswagen Polo models. They are all 5-door hatchbacks and run on unleaded petrol, details below:

Volkswagen Polo 1.0 litre SE Bluemotion 5-door Manual in Pure White. Value £12,500.

  • Exan's courtesy cars are subject to availability and terms & conditions of use, which will be explained at the time of handover.
  • Customers must possess a valid UK driving licence and provide us with a copy for our file. Also, customers are required to insure the courtesy car using their own fully comprehensive insurance policy and maintain cover for the duration of use.
  • Cars are allocated on the day prior to a customer's booking when a member of our team will call you to advise the registration number. This should allow ample time for your insurer to issue the cover note or insurance certificate and email it to us accordingly.
  • Congestion charge and fines as well as parking fines, bus lane fines, motoring offences and suchlike are the customer's responsibility. Please observe traffic and parking laws and notices to avoid becoming liable for penalty charges as well as administration charges. 
Repair Process
  • Every body repair, even the most minor, will usually require the individual skills of several specialised technicians and a high number of distinct repair processes as well as an array of specialist tools and equipment.
  • The coming together of labour, materials, methods and machinery inevitably takes time as each repair proceeds through consecutive stages which is why indeed it takes longer to achieve the perfect body repair.
  • Below is a sample of the possible stages of repair your car will undergo, which helps explain why there's more to a professional repair than may at first meet the eye.

    Identification of vehicle, fitted extras and on-board systems

    Damage identification and appraisal

    Repair method research and selection

    New replacement part selection

    Costing and estimate preparation

    Parts and materials procurement

    Pre-commencement briefing to personnel

    Pre-repair diagnostic checks and fault code analysis

    De-trim and strip down of components

    Chassis alignment checks and straightening

    Damaged panel removal and new panel welding

    Sand down, panel beat and re-contour of affected panels

    Sealing of all new joints with specified materials

    Preparation of bare-metal surfaces and application of protective coatings

    Drying and curing of the protective coatings

    Paint colour identification and formulation

    Preparation of repaired and new panels and application of colour coatings

    Application of lacquer coatings

    Drying and curing of the colour and lacquer coatings

    Application of anti-corrosion materials

    Re-trim and reassembly of displaced components

Component testing and systems functionality

Steering geometry test

Road test

Quality control checks
Supported by a number of administrative procedures:
In-progress quality control checks between repair stages

Progress review and additional parts procurement

In-progress updates amongst personnel

In-progress repair method research and review

After my repair
  • Only a Manufacturer Approved Centre can provide you with a Repair Warranty guaranteed by the manufacturer.
  • All body repair work carried out by Exan which re-instates a vehicle to the manufacturer’s standard is warranted for three years or the unexpired period of the manufacturer’s warranty, whichever is the greater. Your original purchase warranty is not affected by the repair work carried out by Exan.
  • We as manufacturer authorised repairers, certify that the repairs to your vehicle have been carried out in accordance with the manufacturer’s instructions, incorporating only genuine parts and approved materials.
  • If you have any questions relating to your forthcoming or recent repair, now or at any time in the future, please do not hesitate to contact our Customer Care Team.
  • We want you to be completely satisfied with both your repair and your experience with Exan.
  • If there is any matter you would like to raise with us we shall be pleased to hear from you.
  • We are totally committed to customer service and are constantly looking to improve how we do things.
  • For the first 30 days after a repair use only clean water to wash your car.
  • After this time, use a mild automotive shampoo and use only clean water to rinse off. Dry with a chamois leather or soft cloth.
  • If fuel is spilt on new paintwork allow it to evaporate for one hour and then wash with a mild automotive shampoo and rinse thoroughly.
  • Avoid the use of waxes and polishes on new paintwork for at least three months.
  • Remove tar, bird lime and tree sap by using professional products designed for the purpose. Do not use abrasives.
  • Regularly inspect your car's paintwork and do not hesitate to call or visit Exan for any advice.
Can't find my FAQ
  • We've tried to include answers to the most popular questions asked by our customers. If what you are looking for is not shown on our website please let us know. After all it is our customers that determine FAQs.

Out-of-Hours Emergency

If in an out-of-hours emergency you need to leave your car with us you can bring it to our secure 24-Hour storage centre near the services area at Junction 23 of the M25 Motorway:

Repair Guarantee  

Only a Manufacturer Approved Centre can provide you with a Repair Warranty guaranteed by the manufacturer...