Know Your Rights
How Do I Choose A Collision Repair Facility?
As the owner of a motor vehicle involved in an accident or submitting an insurance claim, you have the right to choose the shop where you wish to have your vehicle repaired. No law requires you to get more than one estimate, nor are you obligated to have your vehicle repaired at the “cheapest” shop or one “preferred” by the insurance company. You should select a repair facility based on their skill, service, knowledge, reputation and guarantee of their workmanship.
Remember, the body shop is fixing YOUR vehicle for YOU. If you’re making an insurance claim, the insurer pays the bill, but most states prohibit the insurer from requiring you to use a particular shop — that means, ultimately, no matter what you hear, THE BODY SHOP IS YOUR CHOICE.
What Is A DRP Body Shop?
Direct Repair Program (DRP) is another name for an insurance company’s listing of shops, such as: State Farm’s “Service First”, Allstate’s “PRO”, Progressive’s “Total Pro or Concierge”, etc. DRP repair facilities have been solicited by the insurance company which sends customers their way in exchange for discounted repairs, such as lower labor rates or parts discounts. The consumer is not required or obligated to use a DRP repair facility.
Automotive Specialties made a decision many years ago to decline any DRP contracts which allows us to work WITH all insurance companies but work FOR our customer.
Must I Notify My Insurance Company Before Repairs?
Yes, insurance policies require that you notify the company and tell them where the damaged vehicle may be inspected. The insurance company may wish to send an adjustor of their choice to inspect the vehicle or review the shop’s estimate prior to repair.
Who Pays The Repair Bill?
You must arrange for payment. Your insurance policy states the insurance company will pay for repairs less any deductibles or depreciation.
What If Repair Costs Exceed The Original Estimate?
Often times in the collision repair process additional damages are found resulting in more labor and parts needed to restore the vehicle to pre-accident condition. Parts sometimes come in at higher prices than quoted. These additional charges are called a supplement and will be covered by the insurance company with supporting paperwork from the repair facility.
If There Is A Problem With The Repair Job, Who Should You Contact?
First, contact the manager of the repair shop. If your problem is not resolved, contact your insurance company claims manager.
INSURANCE STEERING
FILING COMPLAINTS AGAINST ILLEGAL INSURANCE STEERING
Being in an automobile accident is stressful enough without the insurance company you are dealing with attempting to push you into using specific repair shops that are on “their list”. This practice is called STEERING, and it is illegal.
WHAT IS INSURANCE STEERING?
Insurance steering happens when an insurance company pressures or misleads you into using a specific repair facility – usually one with whom they have a contract. It might sound like:
- “That shop is not on our list”
- “We can’t guarantee repairs unless you go with one of our shops”
- “It may cost you more if you go somewhere else”
These tactics are illegal. You have the right to choose your repair shop.
FILING A COMPLAINT WITH THE ILLINOIS DEPARTMENT OF INSURANCE
Filing a complaint creates a paper trail that regulators can use to investigate patterns of misleading behavior. When insurance companies are held accountable they’re less likely to pressure future policyholders.
GATHER DOCUMENTATION – notes of conversations with your insurer (dates, names, what was said). Voicemails, texts or emails that reference shop choice. Repair shop recommendations or rejections. Any paperwork showing you were discouraged from choosing your own shop.
FILE WITH THE ILLINOIS DEPARTMENT OF INSURANCE – online or by mail
Be prepared to explain what was said by the insurance company, what you believe they did wrong and what outcome you’re hoping for. Attach any emails, screenshots or documents.
You should feel confident that your car is being repaired safely and with your best interest in mind. The insurance company’s contracts with “their shops” that benefit the insurer’s bottom line should never be your concern.
IF YOU’VE BEEN MISLED OR PRESSURED, DON’T LET IT SLIDE. FILING A COMPLAINT IS HOW CHANGE STARTS.
At Automotive Specialties we pride ourselves in working WITH all insurance companies, but working FOR our customer. The next time you have the need for auto body repair, call us at 630-553-0397.