What to do when your repair shop and insurer don't agree
Insight drawn from auto claims and collision repair work
Your shop may say a repair step is needed while your insurer refuses to pay for it. The dispute may be about whether crash damage exists at all. It may also be about which repair method applies or what the labor costs. Ask both sides to name the exact line item they disagree on. Hearing only that the estimate is too low won’t tell you what’s still unsettled. [1, 2]
Ask each side to explain itself in writing
Ask the shop for the photos, measurements, diagnostic results or carmaker procedure behind its request. Ask the insurer whether it’s disputing the damage, the method, the price or the coverage. Get a written explanation and find out the next step in the review. If the shop found hidden damage, ask whether the insurer must inspect it before parts come off or work goes on. [1, 2]
Stay in control of what you approve
Where to turn if talks stall
If the adjuster can’t solve the problem, ask for a supervisor. Send a short written summary along with your supporting records. Your policy may allow appraisal for some disputes over the amount of the loss. Your state insurance regulator may review how the claim was handled. Each of these routes has its own limits. They may not settle technical repair questions for you. [1, 2]
Questions to put to both sides
- Which repair line, exactly, is in dispute?
- What evidence would change your decision?
- What would I owe if I approve the work now?
Ask for a single written list
Ask for one written list that names each disputed item and gives the reason it’s in dispute. [1]
Sources and further reading
- 1Texas Department of Insurance, auto insurance complaint guidance
- 2California Department of Insurance, accident and repair guidance
- 3Federal Trade Commission, written repair authorization
This article gives general information from claims and collision repair viewpoints. Your coverage, repair standards and dispute options depend on your policy and where you live.
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