Frequently Asked Questions

Do I need more than one estimate?

No, unless your policy states otherwise, you do not need more than one estimate. Most repair facilities should be able to work with your insurance company.

Am I required to take my vehicle to a specific repair facility, even if my insurance company tells me to?

No, Arizona law states that you have the right to choose where you get your vehicle repaired. An insurance agent cannot require you to use a specific company, so choose a shop that you trust and want to work with.

Should I use my policy or collect from the other driver if I was not at fault?

A police report will access fault of the accident and your insurance company will then attempt to collect from the other driver’s policy first. This will benifit you in several ways first you won’t be required to pay a deductible, and second you will be entitled to a rental car free of charge while your vehicle is being repaired.

Who is responsible for, and guarantees the quality of repairs?

Although many insurance companies advertise “repair guarantees”, it is ultimately the autobody shop that will be held accountable for any warranty claims. Look for a shop that’s been around awhile, with a long history of satisfying its customers to ensure that they will be there for you in the future. Also ask about a warranty or repair guarantee, any reputable repair facility will stand behind their work, if it's not right they will make it right.

What should I do if I cannot drive or feel it is unsafe to drive my vehicle?

Do not ever drive your vehicle if you feel it is unsafe or if you are injured. Call a tow truck to transport your vehicle to the chosen repair facility and advise your insurance of the vehicle’s location.

Why do estimates vary?

There are many reasons repair quotes differ from shop to shop. Each facility might vary in the amount of time spent inspecting the damages, some internal parts are difficult to see so the Estimator may guess that parts may or may not be damaged, and there is a variation in the quality of replacement parts (new factory, aftermarket or used) quoted to fix your vehicle. Finally, some shops may quote “masking off” exterior trim items when re-painting, however higher quality companies will remove trim pieces to ensure a factory look when completed. For an accurate assessment, the vehicle should to be left at the shop for a full disassembly to discover the full extent of the damage. Always ask the estimator to explain in detail the damages identified.

Do I have to settle for aftermarket body parts included in my insurance estimate?

Maybe, your insurance policy might specify that aftermarket parts be used in the repair process. The autobody shop should tell you up front what type of parts your insurance covers, if you choose original manufacturer parts you may have to pay the difference. However, if another party was at fault these requirements may not apply to you. Ask your shop for details and guidance.

How should I inspect my vehicle after repairs?

• Ask the shop for a current copy of the repair bill which lists out all parts (including type of part) installed and the labor performed. 
• Request a copy of their warranty and any specs sheets documenting the frame or wheel alignments if applicable.
• Check all of the electronic accessories paying close attention to details such as ensuring the doors, hood, and trunk open and close smoothly.
• Inspect freshly painted areas for good color match and any dust or excessive imperfections in the new paint. Check the door openings, moldings, and body trim for overspray.
• While driving home, listen for unusual noises and test the handling. If you’re not satisfied, report it to the repair facility immediately.

If you feel they’re not cooperating fully, let your insurance company know and contact the Better Business Bureau.

What can I do if I disagree with the insurance company about the repair?

If you have a collision claim and believe you are being treated unfairly by the insurance company’s adjuster ask to speak with their supervisor. Attempt to settle the claim with the supervisor and if the issue(s) are not resolved contact your department of insurance and file a complaint.

Guide for Choosing an Autobody Repair Shop

Cleanliness of the Facility

Inspect the office and exterior for neatness. Autobody shops that take pride in their facility by keeping the entire property clean and organized will also take pride in their work. When a shop doesn’t keep their office and work areas clean they are expressing a lack of care for the details that could be a reflection of their workmanship.

See the Shop

Ask to see the shop and be cautious of any that hide their work area. Reputable companies will have certifications of ongoing training, as well as memberships to major Trade and Business Associations hanging on their walls. Make sure the facility has modern and up-to-date equipment and technology. Ask them if they have the following equipment:

• Uni-Body & Full Frame Racks with computerized measuring systems
• Downdraft paint booths with baking cycles to cure the paint
• MIG & TIG Welders, as well as manufacturer approved Spot Welders

Questions to Ask

• Does the shop have a Written Lifetime Warranty?
• Does the shop have a quality control process?
• Does the shop have a customer update process?