Know Your Rights!

Customers have certain rights when dealing with insurance and auto shops to ensure fair treatment and proper resolution of claims. Here are some key points regarding customer rights in this context:

1. Choice of Repair Shop:

   • Customers generally have the right to choose the repair shop they prefer. Insurance companies should not force customers to use a specific auto repair facility.

2. Quality Repairs:

   • Customers have the right to expect quality repairs. The repair work should meet industry standards and restore the vehicle to its pre-accident condition.

3. Accurate Estimates:

   • Insurance companies are required to provide accurate and fair estimates for repair costs. Customers have the right to question and dispute estimates that seem unreasonable.

4. Transparent Communication:

   • Both the insurance company and the auto shop should communicate openly and transparently with the customer. This includes providing updates on the repair progress and promptly addressing any concerns.

5. Choice of Parts:

   • Customers may have the right to choose between original equipment manufacturer (OEM) parts and aftermarket parts for repairs. Insurance policies may specify the type of parts covered.

6. Timely Settlements:

   • Customers have the right to a timely settlement of their insurance claims. Delays in processing claims can be frustrating, and customers are entitled to prompt resolution.

7. Understanding Policy Coverage:

   • Customers should be fully informed about their insurance policy coverage. This includes knowing what is covered, deductibles, and any limitations on coverage.

8. Fair Treatment in Claims Handling:

   • Insurance companies are obligated to handle claims fairly. Unfair claim denials or settlement offers may be subject to review, and customers can dispute decisions.

9. Deductibles​

   • A common misconception is that utilizing one's deductible will negatively affect their insurance premium or rates. This is not true, deductibles don't directly influence insurance rates, but the choice of deductible does affect how much the policyholder pays out of pocket in the event of a claim.​

 

Customers need to be aware of their rights, carefully review insurance policies, and communicate effectively with both the insurance company and the auto repair shop to ensure a smooth and fair resolution of any claims.