Picture this: you’ve just been in a fender bender. Nothing major, but your bumper definitely didn’t come out on top. After you catch your breath and exchange information, you call your insurance company to start the claims process.
The representative is friendly and helpful, walking you through what happens next. Then they mention, almost casually, “We have some preferred shops that we work with regularly—they know our process inside and out, so everything goes much smoother.”
It sounds reasonable. Even helpful. But here’s what they might not be telling you: you have options they’d prefer you didn’t know about.
What Exactly Is Insurance Steering?
Insurance steering happens when your insurance company pushes you toward using one of their network shops—sometimes through Direct Repair Programs (DRPs)—rather than letting you choose freely where to take your car.
Now, making a recommendation isn’t inherently wrong. But things get problematic when insurers use misleading tactics to influence your decision. You might hear phrases like:
- “We can only guarantee the work if you use our preferred shop.”
- “Processing will take much longer if you go elsewhere.”
- “That shop isn’t in our system, so working with them is complicated.”
These statements are designed to make you feel like you don’t really have a choice. But you absolutely do.
You’re in the Driver’s Seat
Here’s something your insurance company should make crystal clear but often doesn’t: you have the legal right to choose where your car gets repaired. Most states have laws specifically protecting consumers from being pressured or misled into using certain shops.
Your insurance company cannot:
- Deny your claim because you chose a different shop
- Unreasonably delay processing because you went outside their network
- Refuse to pay covered repairs regardless of which shop does the work
It’s your car, your money (through premiums), and ultimately your decision.
Why You Might Want to Shop Around
Many car owners discover there are real advantages to choosing their own collision repair shop rather than going with the insurer’s suggestion:
You Get Personal Attention Independent shops often treat you like a valued customer, not just another claim file. You’ll likely work directly with the shop owner or manager who genuinely cares about getting your car back to you in perfect condition.
Technical Expertise Matters Look for shops with I-CAR Platinum certification—the gold standard in collision repair training. These technicians stay current with the latest repair techniques for today’s sophisticated vehicles. Your car’s safety systems are complex, and proper repair requires up-to-date knowledge.
Following the Manufacturer’s Playbook Many independent shops strictly follow OEM (original equipment manufacturer) repair procedures. This means your car gets fixed using the same methods and standards the manufacturer intended—not shortcuts designed to save the insurance company money.
Quality Over Speed While DRP shops often focus on quick turnarounds to keep insurance companies happy, independent shops can take the time needed to do the job right. Sometimes that extra day or two makes all the difference in the final result.
Understanding Your Insurance Policy and Rights
Before we dive deeper into repair shop selection, it’s worth understanding what your insurance policy actually covers. Most comprehensive and collision coverage policies include provisions for repair, but the details matter.
What Your Policy Should Cover:
- Labor costs for qualified repair work
- Necessary replacement parts (though the type may vary)
- Rental car coverage during repairs (if you have this coverage)
- Supplemental damage discovered during repair
- Paint and materials needed for proper color matching
Red Flags in Insurance Communications: If your insurance company says any of the following, you might want to push back or get clarification:
- “We only cover X amount, regardless of actual repair costs”
- “You’ll have to pay the difference if you don’t use our shop”
- “We can’t help you if there are problems with an independent shop”
- “Our preferred shops give discounts we can’t get elsewhere”
These statements often misrepresent your actual coverage or rights.
The Reality of Direct Repair Programs
Let’s be fair—not every insurance-preferred shop cuts corners. Many do excellent work. But understanding how these programs work helps you make a better decision.
Insurance companies partner with certain shops to streamline the repair process. The arrangement often benefits both parties: shops get steady business, and insurers get predictable costs and faster processing.
How DRP Agreements Typically Work:
- Shops agree to specific labor rates (often lower than standard market rates)
- They may commit to using certain types of parts (sometimes aftermarket instead of OEM)
- They often guarantee completion times to keep insurance companies happy
- They handle most communication directly with the insurer
- Some agreements include volume discounts or other cost-saving measures
The potential downside? When the primary focus is on controlling costs and speed rather than maximizing repair quality, corners sometimes get cut. That’s not necessarily in your best interest as the vehicle owner.
Modern Vehicle Complexity: Why Expertise Matters More Than Ever
Today’s vehicles aren’t like the cars from even ten years ago. They’re packed with advanced safety systems, sensors, cameras, and computer modules that all need to work together perfectly after a collision.
Technologies That Require Specialized Knowledge:
- Advanced Driver Assistance Systems (ADAS) like lane departure warning and automatic emergency braking
- Backup cameras and parking sensors
- Blind spot monitoring systems
- Adaptive cruise control radar units
- High-strength steel and aluminum body construction
- Hybrid and electric vehicle high-voltage systems
When these systems are damaged in a collision, they need precise calibration and testing after repair. Not every shop has the equipment or training to handle this properly.
The Calibration Challenge: Many modern safety features require recalibration after even minor bodywork. If a camera or sensor is removed or its mounting point is repaired, it needs to be precisely realigned. This requires specialized equipment that can cost tens of thousands of dollars—equipment that not all shops have invested in.
An improperly calibrated safety system isn’t just inconvenient; it could fail to protect you when you need it most.
Red Flags When Choosing a Repair Shop
Whether you’re considering a DRP shop or an independent facility, watch out for these warning signs:
During Your Initial Contact:
- Reluctance to let you inspect their facility
- Pressure to sign paperwork immediately
- Vague answers about repair procedures or timelines
- No mention of warranties or guarantees
- Inability to explain their certification status
During the Repair Process:
- Poor communication about discovered damage
- Reluctance to let you see your vehicle during repairs
- Pressure to accept aftermarket parts without discussion
- Unexpected charges that weren’t discussed upfront
- Rush to complete the work without proper quality checks
Quality Concerns:
- Paint color that doesn’t match in different lighting
- Panel gaps that aren’t consistent
- Interior pieces that don’t fit properly after reassembly
- Warning lights that remain on after repair
- Unusual noises or vibrations after getting your car back
Questions Worth Asking
Before you decide where to take your car, consider asking potential shops:
About Their Qualifications:
- What certifications do your technicians have?
- Are you I-CAR certified, and at what level?
- Do you have manufacturer-specific training for my vehicle brand?
- What continuing education do your technicians receive?
About Their Repair Process:
- Do you follow manufacturer repair procedures?
- Can you handle ADAS calibration for my vehicle’s safety systems?
- Do you have frame straightening equipment on-site?
- How do you ensure proper paint matching and application?
About Parts and Materials:
- What types of parts do you typically use—OEM, aftermarket, or salvaged?
- Will you discuss part options with me before installation?
- Do you have relationships with parts suppliers for quick delivery?
- How do you handle situations where parts don’t fit correctly?
About Business Practices:
- What kind of warranty do you provide on repairs?
- Are you willing to work directly with my insurance company?
- How do you handle additional damage discovered during repair?
- What’s your typical timeline, and how do you communicate delays?
- Can I see examples of similar repairs you’ve completed?
A reputable shop will answer these questions confidently and help you understand their repair process.
Understanding Different Types of Repairs
Not all collision damage is created equal, and understanding the scope of your repair can help you make better decisions about where to take your vehicle.
Minor Cosmetic Repairs: These include small dents, scratches, and scuffs that don’t affect structural integrity or safety systems. While these might seem straightforward, proper paint matching and blending still require skill and quality materials.
Structural Repairs: When your vehicle’s frame or unibody structure is damaged, precision becomes critical. Modern vehicles are designed with crumple zones and specific strength characteristics. Improper structural repair can compromise your safety in a future accident.
System-Integrated Repairs: Many parts of your vehicle now house sensors, cameras, or other electronic components. Repairing or replacing these components often requires additional calibration steps that some shops may overlook.
Complex Material Repairs: Luxury vehicles and newer cars often use aluminum, high-strength steel, or carbon fiber components. These materials require specialized welding techniques and tools that not every shop possesses.
The True Cost of Cutting Corners
Choosing a shop based solely on convenience or insurance pressure can create problems down the road:
Immediate Issues:
- Paint that doesn’t quite match in certain lighting
- Panel gaps that aren’t consistent with factory specifications
- Interior trim pieces that don’t fit properly after reassembly
- Persistent rattles or noises that weren’t there before
Long-term Problems:
- Hidden structural damage that wasn’t properly addressed
- Aftermarket parts that don’t fit as well or provide the same protection
- Safety systems that don’t function correctly due to improper calibration
- Reduced resale value from substandard or poorly documented repairs
- Premature failure of repaired components
- Additional costs later to fix what should have been done right initially
Safety Concerns:
- Compromised crash protection from improper structural repairs
- Non-functioning safety systems that could fail when needed
- Improperly installed airbag components
- Weakened areas that could fail in a future accident
Remember, long after your insurance adjuster has moved on to other claims, you’re still driving that repaired vehicle.
What to Expect During the Repair Process
Understanding what should happen during your repair can help you identify potential problems early and ensure you’re getting quality service.
Initial Assessment: A thorough shop should perform a complete inspection of your vehicle, not just the obvious damage. They should use measuring systems to check for frame alignment and hidden damage. This process might reveal additional issues that weren’t apparent initially.
Clear Communication: You should receive regular updates about your repair’s progress. If additional damage is discovered, the shop should contact you (and your insurance company) before proceeding with extra work. You shouldn’t be surprised by unexpected charges or delays.
Quality Control Steps: Professional shops have quality control processes in place. This might include multiple inspections during the repair process, test drives after completion, and final detailing before delivery.
Proper Documentation: Your repair should come with documentation showing what was repaired, what parts were used, and any warranties provided. This documentation is important for your vehicle’s history and resale value.
Working With Your Insurance Company
While you have the right to choose your repair shop, you’ll still need to work with your insurance company throughout the process. Here’s how to make that go smoothly:
Document Everything: Take photos of the damage before repair begins. Keep all communication with your insurance company in writing when possible. Save receipts and documentation related to your claim.
Understand Your Deductible: Your deductible applies regardless of which shop you choose. Don’t let anyone tell you that using a particular shop will somehow reduce or eliminate your deductible—that’s not how insurance works.
Know Your Coverage Limits: Review your policy to understand what’s covered and what isn’t. If your vehicle needs repairs that exceed your coverage limits, you’ll be responsible for the difference regardless of which shop does the work.
Get Everything in Writing: If your insurance adjuster makes promises or agreements, ask for them in writing. This protects both you and the repair shop if disputes arise later.
Standing Your Ground
Insurance steering is real, but you don’t have to go along with it. Understanding your rights and doing a bit of research puts you in control of the situation.
When You Feel Pressured:
- Ask for specific policy language that requires you to use their preferred shop
- Request written confirmation of any claims about coverage limitations
- Don’t be afraid to escalate to a supervisor if you’re getting pushback
- Remember that you can file a complaint with your state’s insurance commissioner if necessary
Questions to Ask Your Insurance Company:
- “Can you show me where in my policy it says I must use your preferred shop?”
- “Will you provide in writing that my coverage is different if I choose my own shop?”
- “What specific problems do you foresee if I use a different repair facility?”
Don’t hesitate to ask questions or push back if you feel pressured. The right repair shop should work for you and your vehicle’s needs—not just to satisfy an insurance company’s bottom line.
Making Your Final Decision
After you’ve done your research and talked to potential shops, trust your instincts. The right shop for you should:
- Make you feel comfortable and informed
- Answer your questions thoroughly and honestly
- Have the proper equipment and certifications for your vehicle
- Provide clear timelines and communicate regularly
- Stand behind their work with solid warranties
- Treat you with respect throughout the process
Remember, this decision affects not just the immediate repair, but potentially your vehicle’s safety, value, and reliability for years to come. It’s worth taking the time to choose wisely.
Ready to Take Control of Your Repair?
At Lone Star Paint & Body, we believe every vehicle deserves to be restored properly, using manufacturer-approved methods and quality materials. Our I-CAR Platinum certified technicians have the training and experience to handle today’s complex vehicles safely and correctly.
We’re happy to work with your insurance company on paperwork and billing, but our commitment is to you and your vehicle’s proper repair.
Serving Lewisville, TX and the surrounding area.
Ready to discuss your repair options? Contact us for a free estimate and let us show you the difference proper collision repair makes.