Do you know how your auto insurance company operates?
Ever heard of “Insurer Steering”? I had little knowledge of the phrase until recent months. Having only been in the collision and auto body repair business for just a few years, the term “Steering” was all new to me. My husband and I own and operate an automotive repair shop in Hadley, PA. With the onset of both deer and the winter weather season came a multitude of potential jobs. To our surprise several of our most loyal customers took their vehicles elsewhere for repair. Our further investigation revealed that “insurer steering” is alive and well.
“Insurer Steering” is a term that describes a direct infraction of the law. Steering, an illegal practice, occurs when an insurance company tells a consumer what body shop to use for repairs following an accident. Steering can be blatant (“Joe’s Collision Shop is so inept they couldn’t get wet if they camped for three days in a rainforest. Go to one of our preferred shops instead”) or steering can be subtle (“We cannot get an appraiser out to see you for a couple of weeks, but you can take your vehicle to our Direct Repair Center now.”) Some folks have even heard the following:
- That shop isn’t on our list.
- If you have it fixed there, the repairs won’t be guaranteed.
- You’ll have to pay the difference.
- Claims take longer if you use them.
No matter how it is padded, insurer steering seeks to dictate where you have your automobile repaired. The truth is, you don’t have to listen.
The Pennsylvania Department of Insurance provides brochures and other resources for consumers on insurance policies, procedures, and practices within the state. The following brochures are available to you in their entirety at their website:
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“Your Guide to Auto Insurance Premiums” (page 2) states…
Your insurance company is required to pay the amount necessary to return the motor vehicle to its same condition just prior to the damage in question. At your request, you may obtain information from the insurance company regarding repair facilities within a reasonable distance of where the motor vehicle is located and where work will be performed in accordance with the written appraisal. You are not required to use any specific repair shop.
“Insurance Tips for Pennsylvania Consumers” (page 2) states…
“If the vehicle you own has been damaged, the decision of where the vehicle is to be repaired is yours. No insurer, adjuster, appraiser or agent shall require that repairs be made at a specific repair facility.”
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So what does this mean to you? In a nut shell, if, or when, you are involved in an automobile collision and your vehicle requires repairs, remember, YOUR CAR — YOUR CHOICE.
If you are choosing Cox Automotive, make arrangements to have your vehicle delivered to our facility either by tow or by driving it yourself. Then contact your insurance company. Inform them of the incident and tell them where your vehicle is. Make sure they know that you have already determined that you want us to repair your vehicle. You should expect that they may try to re-direct you, however, armed with the knowledge of your rights, you can confidently let them know it is your choice!
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