No matter how minor, it is wise to report every accident to the police. Then, contact our shop. We can assist you with the processing of your claim, answer your questions, and advise you to ensure that safe and proper repairs are made to your vehicle.
Do I have to take my vehicle to a drive-in claims center or get multiple appraisals?
No. If you request it, your insurer must inspect the damage to your vehicle at our facility rather than at their drive-in claims I center. They are legally prohibited from coercing or using any tactics intended to prevent you from seeking damage appraisals at your own body shop rather than at their drive-in claims facility. [MGL 26 8G]
Do I have to use a specific collision repair facility?
No. In Massachusetts, you have the absolute right to select the collision repair shop of your choice. When your insurer gives you a list of registered repair shops, they likely will have indicated those shops which have entered into a contract with them. The contract determines how your vehicle will be repaired and encourages the use of imitation replacement parts. By choosing an insurance preferred or referral shop, you may be giving up your rights in the repair process. [211 CMR. 2:04:(c)]
What is "steering"?
Steering, as defined by the Massachusetts Auto Damage Appraisers Licensing Board, is the act of directing a claimant to or away from any specific repair shop or requiring that repairs be made by a specific repair shop or individual. Steering is illegal in Massachusetts. [MGL 26 8G]
How do I know if I am being steered?
If you are told that it will take longer to get your car repaired or cost more if you choose your own shop, BEWARE. You are probably being steered. Comments such as "We won't reimburse paint and materials", "We don't pay that rate", "We won't guarantee the work if you bring the car there", or "We won't pay the difference" are misleading and usually untrue. Massachusetts has strong consumer protec-tion that require insurance companies to complete appraisals within specific timeframes. Insurance companies are required to negotiate in good faith with any registered collision repair facility on the proper cost to repair the vehicle to pre-accident condition. You pay insurance premiums and contract to pay a specific deductible in the event repairs are required. In effect, you've already paid for proper repairs. Don't be intimidated. Steering is illegal in Massachusetts.
Why should I choose my own collision repair facility rather than one "suggested" by the insurance company?
There are compelling reasons to choose an independent, trusted repair shop that you know will make sure the vehicle is truly restored to its pre-accident condition. Insurance appraisers work for insurance companies. We work for you. We are looking out for your best interest. Our shop will negotiate directly with the insurance company for the proper repairs so that your vehicle is safe for you and your family.
We, as independent collision repairers, will serve as your advocate in the repair process.
Preferred or referral repair shops contract with insurance companies regarding the costs and the repair procedures. The insurance company sets the rules and the referral or preferred repair shop simply follows (hem co keep the insurance companies' costs down. These cost reductions have to come from somewhere. They may affect the quality and thoroughness of the repair service and/or the quality and condition of the parts used. You have paid your insurance premiums with the expectation of receiving safe and proper repairs - not cheap repairs.
What are imitation or non-OEM parts?
Imitation parts (aka generic, aftermarket, quality replacement or non-original equip-ment manufacturer) are "knockoff" parts made by a company other than the manufac-turer of your vehicle. These parts are made to look like your vehicle's parts, but may never have been crash tested and may affect the performance and safety of your vehicle. They are not covered under your vehicle manufacturer's warranty and there are no provisions for recalls based on the safely or performance of these parts. Your insurance company may attempt to use imitation parts to save money on your vehicle's repairs. Our repair facility will help you negotiate with your insurance company for the appropriate original equipment manufacturer's parts to maintain the integrity and value of your vehicle.
Who guarantees the workmanship for the repairs?
Every collision repair shop registered with the Massachusetts Division of Standards is required to be bonded and is responsible for safe and proper repairs. If your insurance company claims "they will not guarantee the repairs", don't worry. Our licensed repair facility must guarantee the repairs, as re-quired by law.
Can my insurance company cancel me if I assert my rights?
No. In Massachusetts your Insurer can only cancel you for non payment or fraudulent acts, only after proper notification.
What can I do if I believe my rights have been infringed upon by my insurance company?
You can file a written complaint with the Massachusetts Office of Consumer Affairs (617-521-7777) You can also call the CARE consumer hotline, toll free, at 1-877-294-3368 for a free brochure or for information about filing a complaint.
What can I do to protect my rights?
Let your state representative and senator know how you feel about big business trying to take even more control of your life. Let them know that you value your rights and do not want to lose them. Remember, you pay for insurance. No one has the right to deny you the repairs necessary to restore your vehicle to pre-accident condition. It is important to voice your opinion and retain your rights!
Our facility has joined forces with other concerned collision repairers to form CARE, a watchdog organization for consumers. CARE's collective voices are still small compared to those of the insurance companies, but with your help we can protect your rights before It's too late.
What to expect when your car has been declared a total loss!
When your car has been determined a total loss, the first thing the insurance company will want you to do, is to move it to their storage facility. They will tell you that our charges are outrageous and that you would be responsible for the storage. That is a false statement. The insurance company is responsible for the storage and our rate is fair and reasonable for this area Releasing your car to the insurance company is the same as selling your car and handing the keys to someone you don't know and not knowing how much money you are selling it for. Holding onto your car is the only leverage you have with the insurance company. (We have found in the past that this speeds up the process.) Our advice to customers is not to release your car until the insurance company has made you an offer in writing. An offer should be the value of your car including any improvements, addition for low mileage, and sales tax. They would also deduct for high mileage and previous damage. They will state that they do not know the value of your car, but that is not true. Your insurance premium is based on the value of your car. Remember, just because they make an offer, it does not mean you have to accept it. There is usually a low figure and a high figure. They start with the lower figure, so it is wise to be prepared with information regarding the value of your car. For example: NADA Book, that has the current value of cars; the newspaper classified ads for current market prices; another source would be the Auto Hunter magazine. Please feel free to call us. We have years of experience in dealing with this issue, with the insurance companies and we are here to help you through this process!