Frequently Asked Questions

Q. What steps are we taking to prevent the spread of Covid-19?

Given the latest restrictions placed on NSW, we would like to ensure you that we remain OPEN as an essential service.  It is our priority to keep your vehicles on the road. Given the ever-changing situation surrounding COVID-19, we want to assure you that the wellbeing of our customers and staff is our highest priority.

At present, we will be operating as per our normal business hours; however, we have introduced steps to help reduce possible exposure to COVID-19. We are complying with the advice provided by the Commonwealth Government of Australia, specifically the Chief Medical Officer from the Department of Health ( In addition, we are monitoring daily reports from the Australian Government.

Below are the steps that we have initiated to reduce the potential impact of COVID-19

– It appears handshakes are out so you may be greeted with a friendly nod instead

– Effective immediately, all vehicles that arrive on our premises for repairs will be subjected to a Biological Cleaning Process.

– This includes the wiping of steering wheels, interior surfaces and outside surface of the vehicle (door handles ect) with disinfectant.

– We have hand sanitisers for our staff and customers and are maintaining good hygiene.

We will continue to monitor the situation and will notify you if there are any changes.

We cannot take the risk of our staff becoming infected when prevention is possible.  We appreciate your co-operation and understanding as to why this measure is possible.

Naturally, a charge will apply for this precautionary service.

Q. I’ve been involved in an accident, what should I do?

Call our 24 hour accident assistance hotline on (02) 9699 3897 or 0419 488 494 or 0419 248 635 (24 hours service) for free accident assistance Sydney wide. If your car is drivable, just bring it to our shop at 3-5 Victoria Street, Beaconsfield (Alexandria) for an on the spot estimate. We have all of the relevant claim forms in our office so we can process your claim straight away. Otherwise call us, or submit a free online quote request.

Q. What happens when I call Inner City Smash after my accident?

After your accident, call us on (02) 9699 3897 and we’ll organise free pick up of you and your vehicle anywhere in Sydney.  We’ll bring you and your car back to our workshop at 3-5 Victoria Street Beaconsfield, organise a replacement car for you and have your car assessed.  We’ll repair your car and then deliver it back to you and collect your replacement vehicle. It’s as easy as that and all we need is a claim number from your insurer – we do all the rest.

Q. Do I have the right to choose my repairer?

Yes, you have the right to choose your repairer. Under NSW State Government legislation introduced in 2013, it is illegal for your insurance company to dictate where you get your car fixed.  To view the legislation, click on the link below:

Q. Do I need to contact several repairers for estimates?

No. It is your legal right to choose your own repairer. Only one estimate is required.

Q. Can you match my vehicle’s paint colour?

Today’s modern factory finishes incorporate multiple layers of highly specialised paints. Inner City Smash use the finest paint system available and constantly upgrades technology and equipment to ensure that each vehicle’s paint matches. We take special pride in our ability to match factory finishes as the final step in the restoration process. You can only expect quality from Inner City Smash, you are also welcome to read some of our testimonials and see what our customers have to say.

Q. Will I have to pay an excess if I am not at fault?

If you have all of the details of the third party involved, there is no reason why an excess should apply. You are much better off putting the claim through your own insurance to avoid all of the delays and dramas associated with a third party insurance claim. Let your insurance company do that for you.

Q. Can I get a quote for the repairs to my car over the phone?

Unfortunately no. There are too many variables when it comes to fixing cars and we really must see the vehicle and the full extent of the damage before we can commit ourselves to a price and repair time frame. You do not have to make an appointment for a quotation, just come in to our shop at 3-5 Victoria Street Beaconsfield any time between 7.30am and 5.30pm Mon – Fri, and we will do it for you on the spot.

Q. What should I do if I can’t make it to Inner City Smash within business hours?

We are open from Monday to Friday 7.30am and 5.30pm. If you cannot make it within these times, we may be able to come to you, please call us to speak with our repair advisor.

Q. Must I notify the insurance company before repairs are made?

Yes. After we have quoted the damage to your vehicle, we will organise for your insurance company to inspect the vehicle and approve some paperwork so we can get started. At Inner City Smash, we organise everything for you.

Q. How can I get a rental car?

We are happy to organise this for you. All you need to do is let our booking staff know and we will have a late model courtesy car ready for you when you drop your car off for repairs.

Q. How will I know when my car is ready?

We keep you informed throughout the repair process, by your choice of telephone, SMS or email. Feel free to call or email your advisor any time during the repair process if you have any questions or concerns.

Q. Is there a warranty on the repairs to my vehicle?

Yes, all repairs performed by us are guaranteed for the lifetime of the vehicle.

Q. Who do I pay my insurance excess to?

Excess payments are collected by the repairer, on behalf of your insurance company. If the excess applies it will need to be paid prior to or upon collection of your vehicle.

Q. Which payment methods do you accept?

We accept all major credit cards (incl. American Express), EFTPOS, Bank Cheque, Direct Deposit (48 hrs processing time) or cash.