One reason a mechanic won’t give your car back in South Africa

Replacement part shortages in South Africa have lengthened the time some accident-damaged vehicles spend in repair shops, since mechanics cannot legally return a vehicle to its owner even after 99% of the work is complete.

According to the South African Motor Body Repairers’ Association (SAMBRA), delays in the supply of essential replacement parts are sometimes beyond a workshop or repairer’s control.

The association’s National Director, Juan Hanekom, explained that a vehicle cannot legally or ethically be returned to its owner if critical safety or structural components are still outstanding.

“Even if 99% of the repair is complete, the vehicle must be restored to manufacturer specifications before it is released,” he said.

Replacement parts such as sensors, airbags, wiring harnesses, structural panels or electronic modules may occasionally need to be sourced internationally, particularly for newer or lower-volume models.

This could lead to a situation where an essential genuine replacement part is back-ordered and could take several weeks or months to arrive.

“The repair cannot be completed until that part is available because the vehicle must be restored to manufacturer specifications,” explained Hanekom.

“In these cases, the delay is outside the control of both the repairer and the insurer, and the vehicle manufacturer may have customer support measures available to assist affected motorists.”

He added that one of an accredited SAMBRA repairer’s most important roles is keeping customers informed throughout the repair process.

If a delay occurs, consumers should expect regular updates on:

• Which part is outstanding;
• Why it has been delayed;
• The estimated arrival date;
• What discussions are taking place with the insurer, manufacturer or supplier; and
• Any impact on vehicle collection.

Hanekom explained that accredited repairers are often caught in the middle of a complex process involving insurers, manufacturers, parts distributors and logistics providers, leaving delays beyond their control.

What to do when repairs take longer than expected

Once a vehicle has been assessed and an insurer has approved the required repairs, the replacement parts are ordered before the work begins.

However, it is not uncommon for vehicle technicians to uncover additional damage once panels are removed, requiring additional approval to move forward with repairs, provided parts are available.

Most insurance policies will include a rental vehicle for clients to use for a specified period while repairs are being completed.

Hanekom advised consumers to contact both their insurer and their repairer as soon as they become aware that parts availability may affect the repair timeline.

“When repairs take slightly longer than originally anticipated, insurers will often consider extending vehicle hire benefits, provided the delay is reasonable and forms part of the normal repair process,” he said.

“Every case is assessed on its own merits, so motorists need to engage with their insurer early rather than waiting until the hire period has expired.”

He added that while repairers are responsible for carrying out quality repairs efficiently, they cannot complete or release a vehicle until all approved safety and structural components have been fitted.

Repairers also only get paid once work is complete, which means they would prefer to not have a vehicle occupying workshop space longer than necessary.

If repair work is taking longer than expected, Hanekom suggests asking the repairer:

• Is the delay due to outstanding parts?
• Which part is still required?
• Has the insurer been informed?
• Is the part on manufacturer back order?
• Are there any mobility assistance options available?
• When is the next update expected?

“The best outcomes happen when the repairer, insurer, manufacturer and customer communicate openly. A good accredited repairer can generally manage the process,” he added.

“Each has a role to play in the repair process, and understanding those roles helps reduce frustration while ensuring motorists receive their vehicles back only when they are safe, complete and fully compliant with manufacturer specifications.”