FAQ's Q. What does my insurance want for my vehicle when it comes to repair?
A. Your insurance company wants your vehicle properly repaired and you to be completely satisfied with their claim service. You have specific rights and obligations that you should be aware of. Review your policy. Understand your rights by reviewing the CONSUMER BILL OF RIGHTS below. Q. Am I required by law to get more than one estimate?
A. You are not required by law to get more than one estimate. Q. Can I choose my own shop to make my repairs?
A. You may have the shop of your choice make the repairs. You are not required to use a shop selected by a claims adjuster. However, you are required by your policy to allow your insurance company a reasonable amount of time to inspect the damages prior to repairing them.
Should you choose your own repair shop and not the shop suggested by the insurance company of their adjuster, SOME replies may be: "They may charge you more than we allow and you will have to pay the difference." Not so! If they are obligated to pay the bill an agreement is reached before work begins, the customer is notified of the result and the CUSTOMER must authorize repairs to being. There are no surprise additional costs.
Another insurance reply when you choose someone other than a DRP (direct repair facility) or equivalent: "They don't meet our criteria." This statement makes us laugh, although it should anger you, the consumer. "Meeting criteria" can mean the shop will not agree to the use of substandard parts, will not give insurance "discount", or will not repair items that should be replaced to protect the integrity of the customer's vehicle.
A few insurance companies believe that their customers are stupid or blind. It can be said that a shop does not meet the insurance company's criteria, when actually the shop surpasses any criteria the insurance company set forth. The best shop meets the customer's criteria of: QUALITY WORK FOR A FAIR PRICE. Q. Who can authorize repairs on my vehicle?
A. Only you, the owner, can authorize repairs on your vehicle. Q. Can estimates vary depending on the shop?
A. Repair estimates will vary. A lower estimate may not include necessary things such as front or rear wheel alignment, re-aiming your headlamps, etc. It's your car, make sure it is repaired to your satisfaction.
Q. When do I sign the release form for my car?
A. Sign releases only when the repairs have been completed to your satisfaction. Q. Who is in charge of making sure payment is issued for getting my car repaired?
A. The vehicle is being repaired for YOU, the owner. You will be required to pay for the repairs upon completion. To avoid delays, it will be up to you to secure payment from you insurance company along with any necessary endorsements from lien holders.
Our shop stands ready to assist you in any of these matters. We will work closely with you to minimize you inconvenience and maximize your satisfaction. This we pledge to you. To Top CALIFORNIA MOTORIST BILL OF RIGHTS
Do I have the right to take my car to the shop of my choice?
YES - Only you may select the repair facility.
Should my insurance company be notified before repairs?
YES - Your policy states that, if requested, you must file a sworn proof of loss, exhibit the damaged property, and submit to examination under oath.
Do I need to contact more than one shop for an estimate?
NO - Only one estimate from the shop of your choice is required of you, unless more are specifically required by the terms of your insurance policy. Securing any additional estimate would be the obligation of your insurance company. The Bureau of Automotive Repair requires you be given a written estimate before starting repairs.
Am I responsible for the cost of repairs?
YES - You are responsible to the repair facility for payment of repairs. If you are insured, your insurance contract states that the insurance company will pay you for the loss, less any applicable deductibles or depreciation. Any arrangements for payment by your insurance company are your responsibility.
Is the repair facility responsible for the repairs performed on my car?
YES - The Automotive Repair Act of 1971 requires all repair dealers to be registered with the State of California and to post a sign. This act [Section 9884.7(1)(g)] indicates that the Department of Consumer Affairs may invalidate the registration of the repair dealer for a number of causes, including:
Willful departure from or disregard of accepted trade standards for good and workman-like repair. In particular, this section would apply to any repairs which would render a car unsafe.
The repair facility will use diligence in locating parts and materials to expedite repairs.
If I am having difficulties with my insurance company, do I have recourse?
YES - First consult with your insurance agent or broker. Then, if your problems still have not been resolved, consult with the Department of Insurance, State of California, at their office in Sacramento, San Francisco, Los Angeles, or San Diego.
If my insurance company does not agree with the amount of loss, do I have recourse other than No. 6?
YES - Your policy could provide that, when the insured and insurer fail to agree on the amount of loss, both parties are entitled to arbitration.To Top
TYPICAL ARBITRATION CLAUSE
When the insured and insurer fail to agree on the amount of loss, either party may demand an appraisal of loss within 60 days after proof of loss is filed. The insured and insurer must each then select a competent appraiser, and the appraisers in turn must select a competent and disinterested umpire. Should there be an disagreement as to the amount of loss, the appraisers must submit their differences to the umpire. An award of any two determines the amount of loss. |
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