Car insurance claims: can you ask for new parts? Why you sometimes have to pay the difference

Can you ask for new parts when you claim? And why do you sometimes have to pay the difference?

Your car has just been in a crash and you want everything back exactly as it was. When you tell the mechanic you want a whole set of new parts, the answer is "We have to wait for the insurer to approve it first."

Three days later they call to say some parts have been approved, others are to be repaired, and if you really want dealer parts, you will have to pay extra yourself.

The questions left in your mind are: what are you actually entitled to ask for, and how did they work out the difference they are charging you?

The short answer

You can ask, but that does not mean every part has to be approved. The principle behind non-life insurance claims is to put the car back in the condition it was in before the incident, not to make it better than before. So if a part can be properly and safely repaired to its previous condition, repair is the option the insurer considers first.

Most differences are not caused by depreciation but by choosing more than was approved. For example, the insurer approves an aftermarket part but you insist on a dealer part, so the extra cost falls on you.

And what you must do every time before signing off the repair is ask for an estimate that shows which parts will be repaired, which will be replaced, what type of parts will be used and, if there is a difference to pay, how much it is and why.

The principle that decides everything in this article

The standard policy form lets the insurer choose how to indemnify you: it can arrange the repair, replace the item with one of like condition or pay cash, as agreed with the insured.

The words to read carefully are "like condition", not "always new". This is where every argument about parts comes from.

Put simply, the insurance's job is to put your car back where it was before the incident. If the car is five years old, a bumper with five years of use is its starting point, not a brand-new bumper.

Reference note: the text above is based on the standard car insurance policy form and wording, own damage section. Check the clause numbers against the policy you hold.

When are you likely to get new parts?

Loss adjusters usually approve a replacement when these conditions are met:

• Damaged beyond proper repair: cracked, broken, bent or structurally deformed
• Directly related to safety: structural parts, the electrical system, airbags, seat belts, or parts that would lose strength if repaired
• Repair is not better value than replacement: when the repair labour costs nearly as much as, or more than, the part
• The plan's conditions require it: for example, a dealer repair plan tied to the dealer's parts standards
• The car is new and parts are available: the car's age and parts availability affect the decision

And the one thing you must never do is order or replace parts yourself before the insurer approves, because that cost may not be reimbursed and the original damage can no longer be inspected.

New parts, genuine parts and aftermarket parts are not the same thing

Most people assume that new parts must mean dealer parts, but these are two different things.

The question to ask before you sign is not just "Will you use new parts?" but what type of parts, what brand, whether they are new, and how long the warranty is on the repair work and on the parts themselves. Get it in writing.

The warranty matters more than you might think, because genuine and aftermarket parts often come with different warranty terms. That is the best reason to insist on a particular type of part, better than insisting simply because you want dealer parts.

Paying the difference vs depreciation: how are they different?

This is the heart of the matter, because the real question readers have is not "Can I ask for new parts?" but "Why do I still have to pay extra when they've fitted new parts?"

The clearest case is a difference that comes from choosing more than was approved.

The insurer assesses and approves a certain repair method and type of part. If you want more than that, the extra is yours to pay.

Put it in numbers. A headlight is damaged. The insurer approves a good-quality aftermarket part at THB 7,000, but you insist on a dealer part costing THB 12,000. The THB 5,000 difference is what you pay yourself. That is a reasonable decision if you think it is worth it, but you need to know the figure before you agree, not when you collect the car.

As for depreciation, be very careful with that word.

The standard policy form does not set out a fixed table or formula for deducting depreciation on parts. The idea behind it comes from the principle of restoring the original condition: when a new part replaces one that has been in use for years, the owner gains something beyond the starting point. This usually comes up with parts that have a clear service life, such as tyres or batteries.

So if you are charged on the grounds of depreciation, ask for it in writing: which policy clause it relies on and how it was calculated. Don't just accept the figure, because in practice the word is used more widely than it should be.

And another case almost nobody knows about: the price cap on imported parts

The standard policy form has a limit: where parts have to be ordered from abroad, the insurer is liable for no more than the import price for shipping by sea.

In everyday terms: if you are in a hurry and ask for parts to be sent by air to cut the wait, the difference in shipping cost may fall on you. This affects European cars, and cars whose parts must be ordered from abroad, the most.

Long wait for parts: what are your options?

Parts availability decides whether to repair or replace more often than people think, especially for European cars, discontinued models and some EV models with few repair centres.

What to do in this situation

• Ask for an estimated timeframe in writing, not just "waiting for parts"
• Ask what other options the insurer will accept, such as an aftermarket part that is in stock, or repairing the original part
• If you choose to rush parts by air, ask for the cost difference before deciding
• Remember that a longer repair time also affects your other entitlements

For model-specific repair centres, read more at Tesla Approved Body Shop (TAB) 

Does dealer repair really mean new parts for everything?

No. Dealer repair means the right to have repairs done at a dealer service centre under the plan's conditions. It does not mean every part will be replaced without being assessed.

The service centre also has to send its list to the insurer for approval, and if a part can be properly repaired, repair is still an option that will be considered.

What dealer repair actually gives you is the standard of the repair facility and the dealer's approach to parts, not a promise that every part will be replaced.

For choosing between a network garage, a dealer service centre and a non-network garage, read the details in Network garage vs non-network garage vs dealer repair: which should you choose?

Older cars and parts worn through use

A car that has been used for a long time was in a different condition before the incident from a new car, so asking for new parts is more likely to raise the question of a difference to pay. You can ask, but be prepared to share the cost.

And keep this separate from another issue: normal wear and tear is not accident damage. Worn-out tyres, a tired battery, paint faded by the sun or equipment that fails on its own are not covered unless they are linked to the incident you are claiming for.

But if a part really was damaged in the accident, the insurer must assess the actual damage case by case, not refuse just because the car is old.

If you are not at fault, the conversation is different

Hardly anyone talks about this.

When you claim on your own insurance, you are exercising your rights under the insurance contract, so you are bound by the conditions and methods of indemnity set out in the policy.

But when you claim from the other party's insurer as the party not at fault, you are claiming damages at law from the person who is liable. That is a different framework, and there are other things you can claim as well, such as loss-of-use compensation while the car is being repaired.

5 steps before you sign off the repair

1. Take photos before the car goes in for repair: wide shots, close-ups of the damage, the number plate and the condition of the parts involved.
2. Read the claim notification slip and the policy schedule: check the insurance class, where you are entitled to have repairs done, the excess (deductible) and the exclusions.
3. Ask for the estimate before work starts: you need to see the items to be repaired, the items to be replaced and the type of parts before you sign off.
4. If you disagree that a part should be repaired, ask the mechanic for the technical reasons in writing and send them to the insurer for reconsideration. Arguments based on safety and quality of work carry more weight than feelings.
5. Don't agree to pay a difference until you understand where it comes from: whether it is from choosing beyond the conditions, the excess (deductible), work outside the claim, or items unrelated to the accident.

Six things to get in writing before you decide

• The damage assessment
• The items to be repaired and the items to be replaced
• The type, brand and price of each part
• The reasons for not approving what you asked for, with the policy clause relied on
• The amount of any difference and who pays it
• The estimated repair time and the warranty terms for the repair work

If you disagree with the decision

1. Ask for a written explanation that cites the policy clause. Don't accept just a phone answer that it is the insurer's practice.
2. Be clear about the issue: are you disputing repair versus replacement, the type of part, or the price? These three need different arguments.
3. Back it up with a technical opinion from a mechanic or service centre, especially on safety and strength after repair.
4. Ask the broker who looks after your policy to help liaise before escalating the matter.
5. If it is still not resolved, call the OIC (Office of Insurance Commission) hotline on 1186 for advice or file a complaint through its complaints channel, with your policy, claim form, estimate, photos and the insurer's written explanation ready.

Frequently asked questions

Does Class 1 insurance have to replace every part with a new one? No. Class 1 means broad cover, not a promise to replace every part with a new one. Indemnity is still based on putting the car back in its pre-incident condition.

With dealer repair, am I guaranteed dealer parts? Not for every part. The dealer also has to send its list to the insurer for approval, and parts that can be repaired may still be approved for repair.

Can the insurer deduct depreciation on parts? Ask for it in writing: which policy clause it relies on and how it was calculated, because the standard form does not set a fixed table or formula for depreciation. Most differences that actually arise come from choosing parts or repair methods beyond what was approved.

If parts are ordered from abroad and I'm in a hurry, can they come by air? Yes, but the standard policy form limits the insurer's liability to the import price for shipping by sea, so the difference in shipping cost may fall on the insured. Ask for the figures before deciding.

My car is 10 years old. Can I ask for new parts? You can ask for it to be considered, but a difference to pay is more likely than with a new car, and some new parts may no longer be on sale.

Can I buy parts myself and have the garage fit them? Not before approval, because the cost may not be reimbursed, and it affects the damage inspection as well as the warranty on the repair work.

Got an estimate but not sure? Send it to us before you sign

Message us on LINE with just a photo of the estimate or repair list and a photo of the policy schedule page

We will go through which items are repairs and which are replacements, where the difference you are being charged comes from, and whether there is anything you should ask the insurer to review. We reply before you sign off the repair, free of charge.

LINE Official: @prakanthai Tel. +66 2 459 2223 Website: www.prakanthai.com

Prakanthai.com, non-life insurance broker, serving since 2004, broker licence no. 5104000004