• FNOL

    The first notification or instruction on a claim or any potential vehicle damage, or the first contact point from a customer. This stage involves gathering key data and an understanding of the particular requirements of the repair. We can then guide you through the process to ensure we deliver what is required we often need to ask a few key questions that may not appear relevant. Please help us as this will assist us to deliver the best options available if we understand the key points.

  • COLLECTION AND DELIVERY

    COLLECTION AND DELIVERY

    Once we establish what is required and what cover may be available, decisions on drivability and distance, mobility needs so on can be made, or we can establish if a recovery is required, courtesy car or simply an estimate on repair cost to allow us to arrange a booking to process the repair.

  • REPLACEMENT VEHICLE

    REPLACEMENT VEHICLE

    Once we understand any individual requirements we can arrange transport or issue a courtesy car, if this is required under an individual policy. Dependant on liability it is often possible to apply for a not at fault replacement vehicle should the circumstances be suitable, or we can liaise with a third party on the supply of a vehicle under their given cover.

  • VEHICLE CHECK IN

    VEHICLE CHECK IN

    Once we have your vehicle , we pre wash where possible, apply seat covers and vehicle care kits, we then carry out visual damage checks that are recorded and our administration paperwork is completed in preparation for the following stages.

  • VIDEO APPRAISAL

    VIDEO APPRAISAL

    A video is carried out detailing the vehicle condition, we keep this on file and pass a copy to you should it be required that details all damage and any additional work that may be required for your consideration.

  • VADA

    VADA

    Damage appraisal process unique to Chartwell

    3 levels 1, 2 and 3 depending on level of damage.

    V.A.D.A Process

    Vehicles that arrive at our facility will be put through the V.A.D.A process:

    1. Pre-clean vehicle

    2. Place into V.A.D.A Centre

    3. View all damaged areas

    4. Carry out Video Appraisal

    5. Carry out 10 point Safety and Condition Check *

    6. Systems check the vehicle

    7. Geometry check the vehicle

    8. Body Alignment pre-check

    9. Dismantle any damaged parts

    10. Complete a pre-assessment

    11. Review manufacturer methods

    12. Produce estimate

    13. Vehicle damaged areas secured and weather protection applied

    14. Place in secure storage awaiting authority

    V.A.D.A 10 Point Safety & Condition Check

    1. Tyre Depth and Condition

    2. Exterior lights

    3. Screen and wiper condition

    4. Seat belt manual operation

    5. Paint & Body condition with single point panel paint depth reading

    6. Mileage & dash warning light

    7. Interior trim condition

    8. Oil levels and screen wash

    9. Online MOT & Tax

    10. VIN Number

  • INSURANCE INSPECTION

    INSURANCE INSPECTION

    An inspections is usually required by an insurance engineer, either remotely with images or as a physical inspection on site. This stage is not required for cash sales or self-authorised work. Once the inspection is carried out the repair costs can be agreed. Once this is done further decisions can be made on the repair cycle.

  • INSURANCE AUTHORITY

    INSURANCE AUTHORITY

    If the work is being done via an insurance policy or any other 3rd party methods such as fleet and accident management companies, we need a written authority that details the agreed costs of repair and any excess or other contributions expected from the owner / driver, such as V.A.T or possibly on rare occasions betterment and or additional work agreed directly with us.

  • PARTS ORDERING

    PARTS ORDERING

    Once we have an authority we can proceed and order the parts required. Once we order we can then establish an expected start date or booking date. We can have delays in supply and this is something we can only combat once we have directly ordered parts. In some cases the vehicle will be on site and these type of delays need to be considered when planning a repair timescale. On delivery of parts it is also common to receive damaged or incorrect items that need changing that can add extra delays.

  • BOOKING A REPAIR

    BOOKING A REPAIR

    Once we have the required authority and we have completed the necessary administration we can make a booking. The type of repair work will dictate when we can start and what resource may be required during that repair. It is important to note that we can rarely give a firm completion date at this stage, unless we have everything pre-ordered and the relevant stages are available and are carried out without any unexpected problems or delays. It is possible to book a vehicle in for a repair before parts arrive but again the parts process potential delays need to be considered.

  • M.E.T STRIP

    M.E.T STRIP

    The Mechanical, Electrical and Trim strip stage is the disassembly of items required to complete any repairs that need to be done before further work can start. This is a varied process dependant on the size of repair and the methods required to carry out a repair. Often we have already pre-stripped vehicles via the VADA process but there will still be further dismantling to be done to proceed onto other stages. The time taken on this stage can be extensive on a large repair.

  • PANEL WORK

    PANEL WORK

    This stage is complicated and involves the removal of welded panels not requiring a jig to fit them (usual examples are front wings, ¼ panels, back panels) or in some cases structural elements of the vehicles construction (examples are front cross members, possibly A or B pillars). If the vehicle does not require Jig work before the fitting of these panels, they can be prepared ready for fitting and the dry fit stages are incorporated as the panels are fitted. This work requires certain resources and in some cases only certain members of staff can work on certain elements of a repair due to the qualifications and skill sets required.

  • BODY JIG

    BODY JIG

    On larger impacts or damage that has compromised a structural area, we will require the vehicle to be mounted on a jig and be prepared for panel fitment. To do this we will need specialist brackets and an authorised Jig to be used in most cases. There is a potential for vehicles to cue for these specialist tools, this is unavoidable and can rarely be altered but we make every attempt during the VADA process to plan this efficiently and pre-empt any tooling requirements to avoid delays. There is a larger timescale on repairs needing jig work as vehicles have to be prepared and mounted to carry out the work. Whilst on the jig it is possible to carry out paint work to allow the part reassembly of mechanical items to be carried out, in these cases the stages will over lap and this can cause communication problems on time scales if this is not understood at the outset.

  • PANEL DRY FIT

    PANEL DRY FIT

    Certain specialist cars made of different materials (carbon fibre , SMC, aluminium, Boron steel HSS steel) need to be pre-built in a dry state to check everything fits and any modifications that are required can be made to ensure the vehicle is correct. The reason for this is the panels are often bonded and riveted and it is not possible to make alterations during the bonding and fitting process as the panel adheres very quickly once the process is started. With niche or hand built vehicles this is also required as the bespoke nature means there is often a variation in tolerances and panel fit that will need to be altered and completed before final fit. This is no different as it would be during manufacture and assembly at the factory as the panels are tailored to the assembly.

  • M.E.T DRY FIT

    M.E.T DRY FIT

    Before a repair can be passed for paint to ensure everything connects and fits correctly we will need to fit certain parts to the vehicle to check on the operation and general assembly of the associated parts. In certain cases we need to add mounting points for trims that require checking for their accuracy and fit, (examples are, doors and locks, aperture rubbers, lights and certain trims and mouldings). This avoids damaging paint during reassembly if we discover an issue or a poor fitting item.

  • COLOUR MAPPING

    COLOUR MAPPING

    Certain paint finishes are complicated and we have to follow a detailed process to map the colour process to achieve the overall appearance and finish as well as colour accuracy. These finishes requires test cards to be done to ensure every aspect of their applications is correct. Some finishes cannot be blended into adjacent panel to reduce any evidence of paint work or colour variance, making the whole process very detailed.

    3 stage pearls
    These are made up of a coloured ground coat, a colour coat and a pearlescent coat to achieve the overall colour and effect. This is then covered with a clear coat. These colours require time to set pressures and coat depths to ensure we accurately produce the same finish. These colours are also resistant to blending and require a high skill level.

    2 stage pearls
    These are made up of a coloured ground coat, a colour coat and a pearlescent coat to achieve the overall colour and effect. This is then covered with a clear coat. These colours require time to set pressures and coat depths to ensure we accurately produce the same finish. These colours are also resistant to blending and require a high skill level.

    Matt Finish
    These colours cannot be reworked or polished once painted, so the preparation and cleanliness is paramount. Matt finish paints can go over 3 stage and 2 stage pearls making them highly challenging and labour intensive. They cannot be rushed.

    Candy
    This type of finish has been around for a long time but historically was used more on custom vehicles as it allows creativity and art to be produced under the over lapping colour. True candy colours cannot be blended. The process involves a metallic base coat that is often sliver or a strong metallic base. The colour coat is a tinted clear coat that is translucent and requires layers to darken the colour and add depth to the lustre. The colour matching will need a number of trial test cards to gauge the correct levels. Finally a coat or two of clear coat is added that will be machine polished. This type of paint needs time as it generally has a high film build and needs added drying between stages. This process cannot be rushed.

  • PAINT

    PAINT

    The paint stage can vary in time requirements dependant on the size and type of paint finish. There is also a consideration on the number of panels off the vehicle and the process that is used to complete the paint element. Certain paint procedures can be done whilst other processes are active and indeed the paint can overlap or intervene many other stages during different types of repairs. It is also the most likely area to have quality control elements that can cause delay due to the close scrutiny the paint finish gets and the high risk of variable faults, errors or contaminations that are present in the process. This stage must be quality checked before being released to other stages to complete.

  • M.E.T REFIT

    M.E.T REFIT

    Mechanical, Electrical and Trim reassembly is slower than disassembly as the level of care and detail is greater. It is often the case that we have to order extra parts at this stage, we try with VADA to reduce this but certain items can break on refit or they may not assemble to an acceptable level and so need replacement. It is also possible to mark paint if we do not allow sufficient time between stages or if we accidently catch the paint when we are refitting items. These problems can and do cause delays but we try to minimise them at all times.

  • MECHANICAL

    MECHANICAL

    We can carry out a number of mechanical operations on site these can be done at different points during a repair but more often they are done at the refit stages. We do on occasion require main dealer staff to carry out certain operations, or in some cases the vehicle needs to be taken to a main dealer for specialist mechanical work that we may not have tooling for or the relevant qualifications to complete the work required. (This usually involves work to engines or gearbox components). This will cause a delay and we are dependent on the time slots available from the external source. With VADA we try to pre-empt matters to avoid delays.

  • SYSTEM CHECKS

    SYSTEM CHECKS

    Most modern vehicles have central electronic systems that need to be communicated with to carry out certain checks and to reinstate new parts or operating systems within the vehicle. We also have to clear fault codes that are generated by the work being done and the accident itself. On occasion we have to use a main dealers on site or off site as we have no access to a particular piece of software to carry out the systems resets and checks. This can take some time, especially if we have faults that need further investigation or we are dealing with radar or lane change set ups. We carry out system checks at the start of a repair also at estimate stage when using VADA. We still need to do these resets at the close of a repair. Some vehicles need to be road tested between system checks to complete the process.

  • POLISH

    POLISH

    Modern paints still require a machine polish to achieve the final finish. This work can be to simply address an imperfection or dirt ingress or to achieve the correct shine or lustre. Some finishes such as piano finish or mirror finish require the surface flatting to matt smooth finish, then a complete staged machine polishing until the surface has a glass like finish, void of any surface appearance. This is labour intensive and adds time to the final stages dependant on the size of the paintwork being done. Polishing can be undertaken at various points in the process and often is done more than once during the stages of refinishing and rebuilding a vehicle.

  • GEOMETRY

    GEOMETRY

    Vehicle geometry is very important as it sets up the driving characteristics of the vehicle and ensures it is aligned as the manufacturer intended and is safe to operate. This part of the process can be done during other stages dependant on the mechanical elements being completed. A pre-geometry is carried out during VADA to check alignment. This process is not always required but if any suspension or structural work is done it must be completed or if there is evidence there needs to be an adjustment it is advisable to avoid tyre wear or poor driving characteristics. Some vehicles are fully adjustable and this can be time consuming and may involve shimming and component adjustments that require skill and knowledge.

  • DEALER RESETS

    DEALER RESETS

    Most vehicles have central electronic systems that need to be communicated with to carry out certain checks and to reinstate new parts or operating systems within the vehicle. We also have to clear fault codes that are generated by the work being done and the accident itself. On occasion we have to use a main dealers on site or off site as we have no access to the software to carry out the systems resets and checks. This can take some time, especially if we have faults that need further investigation. We carry out system checks at the start of a repair also at estimate stage when using VADA, we still need to do these resets at the close of a repair. Some vehicles need to be road tested between system checks to complete the process.

  • ROAD TESTS

    ROAD TESTS

    We need to road test after certain types of repair. The test is on a designated route that takes in a wide variation of speeds and surfaces that allow for a thorough cross section of test environments. In the case of wind noises and rattles we may need to test more than once as we narrow down the possible causes. This is often time consuming and may involve two people in the vehicle. We do not road test for the sake of it, only to check and ensure the assembly and operation of the vehicle is correct.

  • VALET

    VALET

    We do not detail vehicles we valet them, unless this is agreed and communicated. We do need to Valet vehicles and we carry out a valet that includes a wash, leather and vacuum. We also do a window clean and interior clean down with a general check to ensure anything related to the repair is not present within or on the vehicle. Depending on the repair type this can take up to half a day.

  • QUALITY CONTROL

    QUALITY CONTROL

    The repair process has a number of quality control points that can stop or return a vehicle to the stages prior to have items re-looked at. There is also quality control handover between stages to ensure validation happens. Once a repair is completed a final quality control looks at the entire repair in its completed state. No vehicle can be released without a quality control check completion and we cannot confirm a repair is complete until it has been through the Final Quality Control.

  • INVOICE / PAYMENT

    INVOICE / PAYMENT

    Once the repair is complete we can produce an invoice, this can take time as part prices can change during a repair and this needs additional authority before we produce a finally invoice.

    In most instances payment has to be made before we can release a vehicle if we do not have a valid credit account in place. This normally relates to cash repairs, non-account repairs or overseas customers. We also have to collect excess payments and V.A.T payments for V.A.T registered customers. This information needs to be collated for us to be able to invoice and release the vehicle so it is important to consider this before the planned release date to avoid delays. We need cleared funds so again this needs to be collected before a vehicle is released.

  • COLLECTION AND DELIVERY

    COLLECTION AND DELIVERY

    We can collect and deliver in various ways.

  • CSI FOLLOW UP

    CSI FOLLOW UP

    Should you have an issue on the follow up, we receive an alert and we then follow this up quickly and we seek resolve any issues raised in the correct way as swiftly as possible.

  • END

    The OnPoint process comes to an end and the project is officially closed.