NSW to review dispute process between crash repairers and insurance firms

A review is to be carried out in New South Wales to improve the dispute resolution process between crash repairers and insurance companies, it has been revealed.

The review of the Motor Vehicle Insurance and Repair Industry's (MVIRI) code of conduct will assess the slow and cumbersome nature of the process, which often causes problems for customers who need their vehicles back quickly.

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Dr Michael Schaper, the former Deputy Chairman of the Australian Competition and Consumer Commission (ACCC), has been appointed to oversee the independent review.

According to the Motor Traders’ Association NSW (MTAA NSW), the existing code does not cover the entire scope of the relationship between insurers and repair businesses – leaving the industry prone to fighting over issues such as rates, business models, and commercial arrangements.

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“Consumers must be at the heart of the code and in its current form there are many limitations that lead to frustrations and disputes that don’t help anyone," said MTAA NSW CEO Stavros Yallouridis (pictured alongside Steven Jenkins).

"We look forward to collaborating with Dr Schaper as he conducts a thorough examination of the code's effectiveness, awareness and accessibility, compliance, governance, and any other pertinent issues."

The Code is mandatory under the Fair Trading Act in NSW which aims to benefit customers of both repair workshops and insurers.