Joe's Collision Repair - the Frequently Asked Questions page

Automotive body repair is a blend of science, art and technology. Because no two damaged cars are the same, there are many questions asked by our customers. Here are a few questions with answers we feel will be of assistance to anybody seeking to know more about accident damaged vehicles and their repair. In addition, we've provided a list of auto body repair terms that we feel is very useful for those in need of auto body repair (thanks to Ben's Auto Body in Portsmouth NH).
Q: Is it hard to match my paint?
A: Yes, it might be, but here at Joe’s we will take the steps necessary to ensure your satisfaction with the match. Here’s how it works: Your vehicle carries a paint code, frequently on a label or plate under the hood, in a door jamb, or in the trunk. This manufacturer’s code specifically identifies the color of your car. Paint manufacturers have devised paint mixing formulas that are used by the repair shop to mix paint which matches the manufacturer’s code. Here at Joe’s we use a state of the computerized art color matching system that matches the color to your actual vehicle identification number.
Q: Your estimate is higher than the one the insurance company wrote. Will I have to pay the difference if I want to bring my car to you for repair?
A: No, not normally. The insurance company is obligated to return your vehicle to its pre-accident condition, and they are willing to pay for a correct repair. The way modern vehicles are constructed, it’s difficult to see all the damage on the first inspection. Insurance adjusters typically include only visible damage in their estimates.
When your vehicle is disassembled for repair, additional damage may be discovered. This additional damage is pointed out to the insurance company and arrangements are made for the company to pay for the additional repairs required, this is known as a “supplement”
Q: Can you save me (some of) my deductible?
A: An honest shop will always say “no”. Here’s why:
Your insurance policy is a contract between you and your insurance carrier. It basically says that if you have a collision loss, you are responsible for the first portion of repairs (your deductible) and the insurance company will pay all the rest. If a repair shop offers to save you your deductible there must be a reason they are willing to involve themselves in violating your insurance contract.
Q: If my insurance company tells me to go to ABC Collision Repair but I want to go to Joe’s, do I have to have my car repaired at ABC?
A: Insurance Company frequently uses tricks to “steer” you to one of their “preferred” shops. An insurance company, if asked, can recommend or suggest a collision repair shop or shops. However, under the law they cannot force you or steer you to a particular shop. They do have ways to influence your decision. Here are four most frequently used questionable tricks by some insurance companies:
1. They say they will save you $100.00 of your deductible if you go to the "preferred" shop on the list.
2. They say you must first get an estimate from a shop on their “preferred” list.
3. They will only guarantee the repairs done by a shop on that list.
4. If you go to any other shop than where they recommend, you may have to pay the difference of any charges above their estimate.
All of the above claims are not true! The law protects your freedom of choice and states that your insurer must honor that choice without intimidation, innuendo or threat to you in any way. Take the time to read and understand your auto insurance policy. Your policy is a binding agreement between you and your insurance company. Understand the terms before you file a claim. You need to understand what your insurer is responsible for and obligated to as well as your own obligations. For more information go to: http://www.consentdecree.com
FACTS ABOUT COLLISION REPAIR AND INSURANCE RESPONSIBILITY
1. You are not required by law to obtain more than one estimate or appraisal.
2. You are not obligated to use any particular collision repair facility to obtain repairs. You choose the repair facility and authorize repairs. Your insurance company cannot require you to go to a particular shop.
3. Differences in repair estimates are common. A lower estimate may not include all necessary work to return your vehicle to a pre-loss condition. If you’re not sure why one estimate is different from another you’ve received, ask the manager.
4. You do not have to accept the Insurance Company’s appraisal of damage (commonly referred to as an “estimate”). Check the “Appraisal Clause” in your policy on how to resolve differences.
5. Some insurance companies may want you to visit their claims center or inspect your vehicle at your home or place of work before having your car repaired. You can do this, or you may leave your car at your collision repair shop and ask that the insurance company inspect the car there.
6. Let the collision repair shop you choose help you negotiate your claim with the insurance company, this often leads to a more comprehensive appraisal and solid services, all for a fair price.
7. The obligation of the insurer to the consumer is to return the vehicle to its pre-loss condition, including safety, function, appearance, performance and value.
8. The obligation of the repairer is to perform those repairs that have been properly provided for in a “workmanlike manner” while adhering to local, state and federal rules and regulations.
9. Ask for referrals or testimonials from people you know who’ve had a recent collision repair experience.
10. Take the time to read and understand your auto insurance policy. Your policy is a contract, a binding agreement between you and your insurance company. Take the time to read and understand the contract’s terms before you file a claim. You need to know what your insurer is responsible for and obligated to, and you need to understand your obligations as well.

GLOSSARY OF AUTO BODY REPAIR TERMS
Aftermarket Parts: Imitation sheet metal replacement parts often made overseas, generally in Taiwan.
Appreciation: A rise in value of property.
ASE: National Institute for Automotive Service Excellence - an independent, non-profit organization dedicated to improving the quality of automotive service and repair through voluntary testing and certification of automotive technicians.
13505 Dulles Technology Drive, Suite 2, Herndon, VA 20171-3421
voice 703-713-3800
fax 703-713-0727
email: webmaster@asecert.org
Betterment: The additional charge for a repair that improves the vehicle beyond its pre-accident condition. Betterment can be charged as a percentage or a dollar value.
CAPA: A consumer advocates group, located in Washington D.C., that certifies aftermarket parts (funded by the insurance industry and manufacturers of aftermarket parts).
Depreciation: A decrease in the value of property through wear, etc.
Diminished Value: The value established by comparing the pre-accident value of a vehicle, the amount of damage to the vehicle, and the post-repair value of the vehicle.
Final Bill: Itemized repair invoice detailing what repairs were actually performed (not just an estimate of repairs). Included in the itemized statement will be codes designating the type of parts used.
First Party Claimant: Vehicle Owner's insurance company will be paying for the costs of the repairs.
Frame: The square, rectangular, or tubular steel undercarriage of your vehicle that has the suspension, drive train, engine and body bolted to it.
I-CAR: (Inter-Industry Conference on Auto Collision Repair) An international, non-profit training organization dedicated to improving the quality, safety and efficiency of auto collision repair for the benefit of the consumer. 800-422-7456 or webmaster@i-car.com
Insurance Estimate: The preliminary assessment of damages and costs of repairs that will be used as a guideline for making repairs to the vehicle.
LKQ: Parts of "Like Kind and Quality" (parts other than new manufacturer's parts).
OEM: Original Equipment Manufacturer. New factory parts built and supplied by the manufacturer of vehicle.
Pre-Loss Condition: Overall condition of vehicle immediately preceding collision, vandalism or theft.
QRP: Quality Replacement Parts (used, aftermarket, or remanufactured parts).
R&I: Remove and Install. To remove and install existing components.
R&R: Remove and Replace. To remove old components and replace with different ones.
Shop Estimate: The preliminary assessment of damages and costs of repairs that will be used as a guideline for making repairs to the vehicle.
Steering: Illegal practice whereby a representative of the party paying the bill tries to influence a vehicle owner to take their vehicle to a particular person or body shop for repairs.
Sublet: To contract services to be performed by an outside company, i.e. alignments, glass replacement, theft recovery.
Supplement: An already calculated estimate to which a change has been made. Supplements occur after a vehicle has been torn down and it is determined that additional repairs and/or procedures will be needed to repair the vehicle to pre-loss condition.
Third Party Claimant: The other party's insurance company is responsible for paying for the costs of the repairs.
Unibody: A type of body construction that doesn't require a separate frame to provide structural support for the vehicle's mechanical components. Also called "unitized".

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