We spend a lot on our cars, and it's very frustrating when we or someone else causes them damage.

It's frustrating, uncertain, stressful and you'd hope that your insurer would have your back; at the very least act in your best interests.

We are the local Honda Approved Repairer, as such we are best placed to repair Honda vehicles. Using 100% new and genuine parts, the correct paint, following exacting repair methods, our standards and processes ensure that the customers vehicle is returned to the pre accident condition, as per Honda's standards and the customer has complete peace of mind.

Our local Honda dealer (John Banks Cambridge) with whom we have a long working relationship, arranged for one of their long standing customers vehicles to be brought to us following an accident.

The customer was happy because it was going to an Approved Repairer, the dealer was happy as they knew we would look after the customer.

So all was going swimmingly - then the insurer got involved.

Despite the vehicle being on site with us, and us having completed the repair estimate, the insurer informed the customer that they were going to arrange for recovery of the vehicle and it was going to be taken to one of their nominated repairers, who were not Honda approved.

The customer understandably confused, rang us to find out what was going on.

"They've told me that if it stays with you, it will cost me an additional excess of £200 and I really don't want it to cost me £200 They are being quite stern about it."

So I asked the customer where he would like the repair carried out. With you he replied, you're the Honda garage.

We reminded the customer that in addition, if his car was repaired by the insurance nominated bodyshop, it would harm his VM (vehicle Manufacturer) warranty, couldn't guarantee 100% new and genuine parts, and if the insurer were cost controlling the garage (which they do) how and where is the garage recouping the money?

No customer should be in a negative financial position for choosing their repairer, so I said that we would pay the £200 additional excess and carry out the repair.

Delighted, the customer asked if I would put that in an email, which I did. I advised him to go back to his insurer and tell them that his car was going to be staying with us, and that he would accept the £200 additional excess, but to be prepared for some clever push back from the insurer. Well prepped, he rolled up his sleeves, dug his heels in and called.

He reported back his conversation, confirming us to proceed, but adding that the insurer didn't like his decision at all.

Tough, not your car, not your choice.

This is yet another case of the insurer blatantly not acting in the customers best interests, as the best place for his Honda to be repaired was at the Honda Approved Repairer, us!

As for the insurer, they reluctantly accepted our repair estimate, approved the repair and we are cracking on with it.

Not wishing to name and shame the dear old insurer, but there was certainly no LoVe lost!