FAQ: Collision Repair and Insurance

What should you do if you're involved in an automobile accident?

No matter how minor, it is wise to report every auto accident to the police. Then contact our shop. We will 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 you have to take your vehicle to a drive-in claims center or get multiple appraisals?

No. If you request it, your insurer must inspect the damage to your car at our facility rather than at their drive-in claims center. They are legally prohibited from coercing or using any tactics intended to prevent you from seeking damage appraisals at your own auto body shop rather than their drive-in claims facility. [MGL 26 8G]

Do you have to use a specific collision repair shop?

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. [212 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 autobody 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 you know if you are 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 guaranty the work if you bring your car there," or "We won't pay the difference" are misleading and usually untrue. Massachusetts has strong consumer protection laws that require insurance companies to complete appraisals within specific time frames. Insurance companies are required to negotiate in good faith with any registered collision repair shop 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 you choose your own collision repair shop 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 your vehicle is 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 an independent collision repair shop, will serve as your advocate in the repair process. Preferred or referral repair shops contract with insurance companies regarding the costs and repair procedures. The insurance company sets the rules and the preferred or referral repair shop simply follows them to 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 aftermarket or non-OEM parts?

Aftermarket parts (aka generic, imitation, quality replacement or non-original equipment manufacturer) are "knockoff" parts made by a company other than the manufacturer 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 safety or performance of these parts. Your insurance company may attempt to use aftermarket 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 required by law.

Can my insurance company cancel my policy 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 hot line, toll free, at 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 auto 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.

Nutting's Body and Frame is bonded, fully licensed and registered by the Commonwealth of Massachusetts - registration number.' RS633.

Nutting's Body and Frame specializes in auto body repairs for Acura, Audi, BMW, Jaguar, Lexus, Mercedes, Porsche, Saab, Volvo, and other luxury import cars.

We are located in Acton, MA and serve luxury car owners northwest of Boston, Massachusetts—particularly in the towns of Acton, Concord, Harvard, Maynard, Littleton, Sudbury, and Stow.