Solus receives a repair instruction from your insurance company and makes first contact with you, either via a telephone call or through a digital notification, promoting the use of our Solus app to get your repair booked in. 

If you’ve received a digital notification to use our Solus app, you’ll be able to answer questions relating to the damage to your vehicle, upload images, choose your preferred Solus repair centre and select a booking in date. You can use the same app throughout your journey with Solus to track your repairs, as well as pay any excess amount at the end, if applicable.

Alternatively, one of our customer damage experts will call you to discuss or arrange your booking in if needed. Our damage experts aim to call all customers within one working day of receiving the repair instruction, prioritising customers whose vehicle has been deemed ‘unroadworthy’ from the outset of the claim.

Once we’ve received images of the damage to your vehicle, one of our vehicle damage assessors will contact you to discuss the repairs that will take place and answer any questions you may have. Our highly trained technicians use vehicle manufacturer parts and repair procedures. 

You can drive in or we can come and collect your vehicle from your home or work address. Depending on the cover you have chosen, we can also arrange a replacement vehicle for you. Our customer service team at the site will be in touch with you the day before to re-confirm all the details. The driver will also update you on the morning/afternoon that they are on their way. 

The Solus app will provide live updates on progress, with milestone notifications. The customer service team will also be in contact through your preferred method of contact with updates or to discuss additional findings. The frequency of this contact can be agreed with the customer service team at site. 

You will be notified via the app or contacted by your preferred method the day before your vehicle will be returned to you. You will be called on the day of delivery with an estimated time of arrival. Your vehicle will then be returned to you, and if you have a courtesy car directly from the repair centre, that will be collected at the same time. You can either come to the repair centre to collect your vehicle if that is more convenient for you, or we will deliver it back to you, whichever works best.

Once you have been reunited with your vehicle, which will have been cleaned inside and out, we will send you a quick survey asking you to rate us on the quality and speed of the repair, communication and overall experience. Your feedback is valuable to us.