Monday, September 27, 2021
Support FAQ's

How Do I Make It Easy For The Engineer To Inspect My Car?

My vehicle is in use during the day
We will come to the vehicle; you do not have to come to us. So if you are using the vehicle to get to work, we can inspect at your work address.  If the vehicle is continually in use, for example a delivery van within York, the engineer will contact you on the arranged day to arrange an exact time and location.

The vehicle is not useable and I am out of the house all day
We can inspect while it is parked on your drive or roadside.  Please ensure the engineer can walk all round the vehicle and it is not parked up against a wall or hedge.  We need to know the mileage so if it is an electronic dash we will call you later for this information.  Sometimes the extent of the damage is not visible in an external inspection.  If you have any further information (eg steering pulls to the side, electric windows do not work) let the office or the engineer know.  All inspections are backed up by a full garage estimate, so damage which was not clear at the time of the inspection will be found during the estimate process.

I am at work all day and wish to keep my vehicle locked in my garage.
If your vehicle has already had an estimate done, we can sometimes compile our report from the estimate and images.  This is not always possible but it reduces the time taken to produce a report and we do not need to wait until you are able to be home for the inspection.

What about Post-Repair Inspections?

We will contact you to arrange the date, time and location for the inspection and answer any questions you have.

There are so many people involved in this claim. Who are they?

Insurance Company: Insure your vehicle. Most insurance companies have their own engineers who will inspect your vehicle if they are dealing with your claim.

Engineers: Acorn Assessors are independent engineers and have many different work providers.  Work providers refer to Acorn Assessors as ‘the engineers’ but we have field engineers who are out on the road and will come out and physically inspect a vehicle, and also image engineers (also known as image assessors) who will create the report from the estimate and images provided by the repairers.

Repairers/Garage: Provide estimates and carry out repairs to the vehicle.  Repairers will have their own image assessors and engineers

Third Party Insurance Company: Insure the other vehicle(s) involved in the accident.

Third Party Engineers: The engineers who have inspected the other vehicle.

Solicitors: Advise you on legal issues.

Claims Handlers: Liaise with engineers, repairers, solicitors and both your and the third party’s insurance company.  Some Claims handlers are a department within an insurance company, and some are independent.

Brokers: These are an intermediary between you and your insurance company.


I am a garage and I have not been paid for the repair work we did. Who do I contact?

Check where you sent the repair invoice to. If it went direct to the work provider, contact them. If it was sent to Acorn, give us a call and we will confirm whether it has been received and passed for payment.  Invoices are dealt with within a week or receipt, but work providers have different timescales for when they send payment to repairers.

I am not happy with the repairs to my vehicle. What do I do?

If you haven’t done so already, contact the garage who did the repairs and let them know the problem.  They should be able to sort it out for you, but if you are still not happy, contact the people who are handling your claim.  Unfortunately, there is little we can do to help until we have received Post-Repair Inspection instructions from the claims handlers.

An engineer inspected my vehicle today, what happens next?

You should hear from someone the day after the inspection (excluding bank holidays and weekends.)  Our engineers inspect several vehicles during the day, so we receive their reports in the office by fax or e-mail towards the end of the afternoon.  The vehicles are then valued by our in house engineers to ensure accuracy and consistency.  Depending on the requirements of our work providers, we may contact you ourselves if the vehicle is going to be written off, or you will hear direct from the people who are handling your claim.

How long does it take for an engineer to inspect?

The vast majority of vehicle damage inspections take about 15-20 minutes.  Post-repair inspections may take a little longer, as they are more in depth.

How long will it be before an engineer comes to inspect my damaged car?

Our head office will contact you on the day we receive the instructions from the people handling your claim.  This first call enables us to confirm whether the vehicle is in use or not, and where and when it can be inspected.  We will already know the movements of our engineers for the next few days and should be able to arrange an inspection there and then.  The vast majority of our inspections are arranged within 48 hours of first contact.


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