GUIDE TO COLLISION REPAIR
Do I Choose a Collision and Refinish Center?
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. Verify your shop of
choice is registered with the state of Ohio and look for certificates
of technician training and memberships in professional associations.
I Need More Than One Estimate?
Select a repair facility that you feel comfortable with, then
notify your agent or insurance company, or ask the shop to call
the involved insurance company on your behalf.
Body Shops What Are They?
Repair Programs (DRP) or insurance company referrals of certain
repair facilities could be known as: State Farms Service
First program, Allstates PRO program,
USAAs STARS program, Progressives Total
Pro or Concierge program, and Nationwides Blue
Ribbon program. Please refer to our glossary of other
known insurance company DRF or referral program names.
insurance companies refer to direct repair programs differently,
they essentially mean the same thing. DRP repair facilities
are shops that have formed strategic alliances with insurers.
The shop meets the insurance companys criteria of their
specific program and the shop agrees to do business in that
manner. The insurance companys purpose of DRP (Direct
Repair Programs) is to streamline the claims settlement process
and they work closely with a select repair facility to accomplish
that. The shop agrees to provide many of the administrative
duties of the insurance carrier in exchange for the referral.
All insurance companies, just like repair facilities are not
the same. It is the consumers responsibility to determine
if this program is what you want, or if this is how you want
your vehicle repaired. The repair facility must explain the
repair process to you, the vehicle owner. It should be understood
and agreed upon on what is being repaired vs. what is being
replaced, and what type parts are being utilized in the repair
process prior to the vehicle owner authorizing the shop to proceed
with the vehicle repairs. It is the consumers responsibility
and right to choose the repair facility of their choice and
authorize the repairs based on a thorough and agreed upon damage
evaluation. DRPs (Direct Repair Programs) are an optional
program of the insurance carrier. The consumer is not required
or obligated to use a DRP repair facility.
Is An Insurance Policy?
contract defining coverage and outlining policy
limits. It further outlines what is covered and what is not.
It also outlines any limits or exclusions of coverage within
your contract. It may also define what type parts they are going
to pay for in the event of a loss. It also defines your agreed
upon deductible for collision and comprehensive provisions as
sometimes these deductibles are not the same.
Your Insurance Company.
authorizing any repairs, notify your insurance company or agent
and tell them where the damaged vehicle can be inspected. Most,
if not all, insurance policies require notification and they
will likely have questions regarding your accident that only
you can answer. The insurance company may wish to send an adjuster
of their choice to inspect the vehicle and review the shops
estimate prior to repair. Some insurers have drive-in claims
centers that also could be considered if the vehicle is safe
the Work Guaranteed?
collision repair centers warranty their collision work to some
degree. Ask to see a copy of the shops written warranty before
repairs are started and have any information you do not understand
clarified. Make sure the terms of the warranty are acceptable
to you. Make sure you receive a copy of the finalized invoice
itemizing repairs including any supplements. Verify that you
are satisfied with the quality of repairs made to your vehicle
prior to payment.
Do I Do if I Am Not Satisfied With Repairs After Picking Up
contact the repair shop and they will address any concerns you
the Repair Shop Have a Rental Car Waiting For Me When I Drop
Off My Vehicle?
you need a rental car to drive while your car is in the shop,
most shops can arrange and reserve one for you ahead of time.
The Collision Repair Shop Help Me Process My Claim?
shops will submit the estimate and repair bill to your insurance
company in your behalf. However, you are still responsible for
the payment to the shop. Talk to the shop owner or manager,
they will attempt to make the transaction as seamless as possible.
If Repair Costs Exceed the Original Estimate?
times in the collision repair process, especially after and
during disassembly, additional damages are found resulting in
more labor and parts needed to restore the vehicle to pre-accident
condition. Parts sometimes come in at a higher price than quoted.
These additional charges are called a supplement.
If My Airbags Have Deployed?
Revised Code Section 4549.20 was enacted on September 16, 2004
and prohibits any person from installing in any motor vehicle
any air bag other than the one designed in accordance with and
meeting federal law standards for the make, model and year of
the vehicle. Currently, all vehicle manufacturers state that
only new, OEM parts be utilized after an airbag deployment.
Further, they also often times require other components to be
replaced to insure the system is fully restored to make certain
it will function as it was originally designed and intended
to perform in a subsequent accident.
Following is a Glossary of Abbreviations and Terms Commonly
Used in the Collision Industry and the Estimating Process.
The abbreviation OEM implies that the part
or parts are made by the original car company manufacturer or
its licensed supplier and is a genuine new part warranteed by
the vehicle manufacturer.
This abbreviation for aftermarket indicates parts
made by a manufacturer other than the original vehicle manufacturer.
These parts are warranteed by the manufacturer of the said part
or their distributor. There are two levels of aftermarket parts
one being certified and the other not
Quality Replacement Part, another term for Aftermarket
Parts Another term for Aftermarket Parts.
Like, Kind and Quality meaning used parts from
a salvage vehicle of the same make and model, usually from the
same year or newer than the vehicle being repaired with comparable
or less mileage than the vehicle it is being used for.
used parts from a salvage vehicle that re-enters commerce when
sold to a repair shop. The repairer then takes the used component
and performs the necessary steps to put it in a recycled condition
that will then be utilized in the repair process.
A used, original factory part that has been refurbished
to new condition. (This could be an original car company (OEM)
part or an aftermarket supplier.) This procedure could be performed
by an original car company supplier or a licensed aftermarket
supplier for the car company.
A rebuilt part may not be an original car company part;
it could be an aftermarket supplied part. This is a part that
is being repaired and serviced for the purpose of resale. Rebuilt
parts are typically supplied by an aftermarket source.
This abbreviation is for Certified Automotive Parts
Association - CAPA parts are aftermarket parts certified
by an unbiased third party that insures the quality of the parts
they test are equal to or greater than the original car company
Overhaul - Remove an assembly, disassemble, clean and
visually inspect it, replace needed parts, reassemble and reinstall
on the vehicle making any necessary adjustments.
Remove and Install Usually referring to parts
being removed from a vehicle to facilitate repairs or to allow
access. The same part is then reinstalled on the same vehicle
it was removed from.
Remove and Replace This abbreviation means that
a part is being removed and replaced with a new, recycled or
An automatic deduction made by the estimating system
when two processes are duplicated. Therefore, not allowing for
- A process of gradually blending the paint into the adjacent
panel being replaced or repaired to facilitate an acceptable
Means time spent by a painter to tint the color to achieve
an acceptable paint match.
Additive/Materials A product put in paint to make
the paint flexible for use on soft parts, such as bumper covers
and side moldings.
Sand and Buff Process of sanding a repainted surface
with ultra fine sandpaper to remove minor surface imperfections
in the paint, or to achieve the same texture of the paint finish
as the rest of the vehicle. After sanding the repainted parts
are then buffed to restore original gloss. This process may
also be referred to as Denib and Buff, Final
Sand and Buff or Finessing.
Paintless Dent Repair The process using specialty
tools to remove minor, rounded dents, such as hail damage dents,
without damaging the paint.
of PDR/Insurance Company Referral Programs
* Allstate PRO ( Preferred Repair Outlet)
* American Family CRP (Customer Repair Program)
* Erie Insurance DRP (Direct Repair Program)
* Farmers Insurance COD (Circle of Dependability)
* GEICO - Auto Repair Xpress Locations
* GMAC - Gold Medal Repair Program
* Grange VIP Program
* Hartford CRSP (Customer Repair Service Program)
* Liberty Mutual TLC ( Total Liberty Care Program)
* Metropolitan - MetLife GRP - (Guaranteed Repair Program)
* State Auto - Quality Service Guarantee
* Indiana - Par 100 Program
* Western Reserve - DRP
* EMC - 1st Choice Program
* Westfield - Preferred Provider Program
* United Ohio - DRP