FAQs
10 Things to Know Before Having Your Car Repaired and Frequently Asked Questions About Collision Repair
Your car is the second largest investment you're likely to make. Preserve its value and your safety by having it repaired professionally.
Never drive a car that could be unsafe because of damages.Some insurance companies may want you to visit their drive-in claims center before having your car repaired. You can do this, or you may leave your car at your collision repair shop and ask that the insurance company inspect the car there.
You are not required by law to obtain more than one estimate or appraisal.
You have the right to go to the repair shop of your choice. Your insurance company can recommend a shop if you are undecided.
Differences in repair estimates are common. A lower estimate may not include all necessary work. If you're not sure why one estimate is different from another you've received, ask the shop manager.
Choose a shop that has uni-body repair equipment and certified (for example: ASE) Technicians.
Ask if the shop will be using genuine manufacturer (OEM) replacement parts.
Ask if the shop offers a repair warranty.
Let the collision repair shop you choose help you negotiate your claim with the insurance company, this often leads to a better deal.
Frequently Asked Questions
Q. What are collision, comprehensive and liability coverage?
A. Insurance policies are contracts designed to protect people in one of three ways — liability, collision, and comprehensive.All states require the vehicle owner to carry some form of liability coverage. This type of coverage pays for damages you may do to someone else or their property. You may purchase optional forms of coverage, such as collision or comprehensive, to protect yourself and your property. Collision coverage will repair or replace your covered vehicle in the event it is damaged in an accident, even if the accident is your fault. Comprehensive coverage covers perils such as fire, theft, vandalism, deer, etc.
Both collision and comprehensive coverage typically require the owner to pay the first portion of the claim, called the deductible.
Q. Who are the claimants and the insured?
A. You are the insured when your policy is paying to repair your vehicle. Your deductible will usually apply. You are the claimant when someone else’s insurance is paying your claim. You should not pay a deductible, and may be eligible for personal injuries to you and your occupant(s), and loss of use or rental reimbursement while your vehicle is being repaired.
Q. Do I have to pay a deductible?
A. The amount of deductible that you will be responsible for is determined by your insurance policy. If you carry broad collision, and you were not at fault, your insurance company most likely will waive your deductible. Insurance companies determine fault by your account of the accident when you make the claim, and by reviewing the accident report filed with the police department. If you aren't sure about your deductible, you can call your agent and he can tell you whether your insurancecompany has waived your deductible or whether you will be responsible to pay this when you pick up your vehicle.
Q. Who do I pay the deductible to?
A. If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle. If you aren't sure about your deductible, you can call your agent and he can tell you whether your insurance company has waived your deductible or whether it will be your responsibility.
Q. Who is responsible for the quality of repairs?
A. The shop you choose is responsible for the quality of repairs. As the insured, you are responsible for paying for those repairs. The insurer is responsible for reimbursing you to the limits of your policy. This is why it is important that you choose your insurer, as well as repair facility, carefully.
Q. Do I need more than one estimate?
A. No, it is up to you to decide how many estimates you would like and if you want to discuss the repairs with more than one shop. If you have selected a shop, have your insurance company deal directly with them, with notice to you.
Q. Can I have my vehicle repaired at the shop of my choice?
A. Yes, it is your responsibility, and your right, to choose who will repair your vehicle. Also, if you cannot decide on a repair facility, your insurance company can recommend a repair shop. Many insurance companies offer Direct Repair Programs that take the hassle out of the claim process and provide for quicker repairs.
Q. Will my insurance company pay for a rental vehicle?
A. Yes, if you have rental coverage. Also check with your agent or insurance company to see how much of the rental is covered; some policies pay the full amount, some will only pay a percentage. If the claim is a liability claim (the accident was not your fault), the full amount will be covered.
Q. What is the difference between the estimate and the repair order?
A. The dictionary defines an estimate as “a rough or approximate calculation only.” The insurance company may provide an estimate; however, it is up to the repair facility to discuss the repairs and provide the estimate to the owner for approval and authorization. Often it is initially impossible to estimate collision damage without dismantling the vehicle. The repair order is an actual blueprint of the repairs done to the vehicle listing the parts, their origin, the labor operations, and other relevant items.
It can only be finalized upon the completion of repairs.
Q. Will the shop refund money if the actual repair times do not take as long as estimated?
A. Generally not. Estimates are prepared using information supplied by independent repair information companies. They are
not intended to be an exact representation of the time necessary to complete repairs, only the average and suggested cost to perform those repairs.
Q. Will the shop refund money if the parts specified on the estimate are not used?
A. Yes. It is unacceptable for a shop to charge for parts not actually installed on the vehicle. The final repair order must be corrected to detail all of the parts actually used and labor operations actually performed.
Q. What is subrogation?
A. Subrogation is the process by which your insurance company pays for the repairs to your vehicle, and is obligated to collect from another insurer or party. Your collision coverage will require you to pay your deductible, which may be refunded once the other party pays.
Q. The insurance company says my car is a total loss. What does that mean?
A. The value of the vehicle - the sum of the cost of repairs plus the value of the vehicle in damaged condition (salvage value) - is greater than the actual cash value (ACV) of the vehicle prior to the accident.
Q. How is the actual cash value determined?
A. The insurance company will assign an appraiser to inspect the vehicle to determine its condition prior to the accident, or in some instances allow the repairer to make the determination. They may use a car evaluation service or the newspaper to determine pre-accident value. The owner should also determine the value independently.
Q. Is the ACV negotiable?
A. Sometimes. If you feel the ACV offered by the insurance company is too low, then you are obligated to prove this either through documented receipts of vehicle enhancement or written statements by qualified experts to determine the proper value.
Q. What will happen to the vehicle?
A. The insurance company will sell it to highest bidder, who will either dismantle for parts or resell it after repairing it.
Q. What if I want to keep it?
A. You have the right to retain ownership of the vehicle, but the amount of the settlement may be reduced by the salvage value.
Q. When are you open?A. Business hours are Monday through Friday, 7:30 am to 5:00 pm. If we cannot accommodate your needs during regular business hours, please don't hesitate to ask for special arrangements. Early morning and late evening drop off is available for your convenience.
Q. What forms of payment do you accept?
A. Visa, MasterCard, Discover, American Express, CarCareONE, checks, and cash.
Q. Can I get other work done, not covered by insurance, while my car is in your shop for repair?
A. Certainly. Just let us know what other work you would like done so that we can make the necessary arrangements.
