Consumers gain from auto repair shop pre-screening

SEATTLE - Auto accidents are a major source of stress and tension. Wondering if your car will be repaired safely and efficiently can add to the anxiety.

Consumers can feel more confident when their insurance companies pre-screen body shops and guarantee the shops' performance.

"Consumers who understand their rights and options can reduce some of the frustration associated with getting their cars back on the road after an accident," said Karl Newman, President of the NW Insurance Council, a nonprofit consumer education organization.

NW Insurance Council offers the following key facts about auto repair shops:

• Can I have my car repaired anywhere? Both Washington and Oregon state law allows consumers to have their cars repaired at any auto repair shop they choose, whether or not the shop is on the insurance company's list of preferred shops. Idaho law allows companies to set a maximum price for repairs. Most differences due to higher parts prices or hidden damage are negotiated between the adjuster and the repair shop. If the insurance company and the shop do not agree, Idaho law requires companies to provide the name of a repair shop that will repair the vehicle for the amount of the estimate.
• What is a preferred shop? To help ensure timely and accurate repairs, many insurance companies pre-screen auto repair shops for qualities such as customer satisfaction, technician certifications, on-going training of technicians, state-of-the-art equipment and capacity. The goal is to assist the vehicle owner by recommending shops that will do the job right the first time. After quality and capacity requirements are met, the company looks at a shop's pricing compared to other shops in the area.
• Why are insurance companies concerned with a repair shop's pricing? Since auto insurance prices are a direct reflection of the cost of treating people and repairing cars, finding repair shops that do excellent work at reasonable prices helps to reduce claim costs and keep insurance rates lower.
• How can insurance companies ensure the quality of repairs? A company's list of preferred body shops comes with a guarantee that work done by those shops will be right the first time or the insurance company will spend the time and money to make it right. Most companies only guarantee the work of the repair shops on their preferred body shop lists. A preferred repair shop whose performance becomes unacceptable will be removed from a company's list.
• Why do insurance companies offer guarantees? Vehicle owners and their insurance companies both want the same thing: high quality repairs the first time. Guarantees give vehicle owners confidence that if a repair job is not done right, their insurance company will do the legwork to get it corrected. Guaranteeing the work of a preferred shop also helps insurance companies improve the repair process for consumers and helps to keep insurance rates down by reducing claims costs.
• What can I do if I suspect that the repair work hasn't been done right? Vehicle owners who suspect a repair hasn't been done properly should contact their insurance claims adjuster immediately and ask for an inspection of the repairs. It is in the best interest of both vehicle owners and their insurance companies to correct any problems immediately. A vehicle repaired improperly can increase the chance of future accidents - not only jeopardizing the vehicle's occupants, but also leading to additional claims costs.

"Unsafe or improper repairs are absolutely unacceptable to vehicle owners and their insurance companies," Newman says. "Insurers' lists of pre-screened shops simply gives vehicle owners confidence that if anything goes wrong, they won't be the ones taking time out from work or other priorities to get things straightened out."

NW Insurance Council is a nonprofit, public-education organization funded by member insurance companies serving Washington, Oregon and Idaho.

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