This article walks you through the repair process at many insurance-preferred shops, explains the conflict of interest that can exist in those arrangements, and tells you what questions to ask so that you can protect yourself.

What Is a Direct Repair Program – and Why Does It Matter to You?

Many insurance companies maintain a list of “preferred” or “approved” body shops. These shops have signed a contract with the insurer, agreeing to certain terms in exchange for a steady stream of customers. This arrangement is called a Direct Repair Program, or DRP.

On the surface, that sounds convenient. In practice, though, it creates a conflict of interest. Because the shop has agreed to work within the insurer’s guidelines, the insurance company – not you – effectively becomes the customer. The insurer’s goal is to manage the cost of the repair, which means the shop is often working within a framework that prioritizes what the insurer considers compliant over what the manufacturer recommends.

At Nylund’s, we do not participate in any DRP arrangements. Our repair decisions are guided by one thing: the manufacturer’s procedures for your specific vehicle. That’s an important distinction, and it’s why customers often come to us after having their car repaired elsewhere and finding that something isn’t right.

Person #1: The Estimator – Your Point of Contact, But Not Your Advocate

When you bring your car to a DRP shop, the first person you’ll interact with is the estimator. They catalog the damage, write up the repair plan, and submit it to the insurance company. They’re also your main point of contact throughout the process.

Here’s the problem: that estimator is writing what’s called an “insurance-compliant” estimate. That means the document is built to fit within the box the insurer has defined – which often includes aftermarket parts or used parts, rather than original equipment manufacturer (OEM) parts.

What most estimators won’t tell you: if aftermarket parts are installed on a vehicle that’s still under warranty, it can void portions of that warranty. For example, aftermarket suspension components mean the manufacturer is no longer responsible for that system. That’s information you have a right to know – but in most DRP shops, nobody will bring it up.

Once the estimate is submitted, the insurer may send back a “change request” – essentially a list of items they want removed or swapped out to bring the cost down. That negotiation happens behind the scenes. You’ll never see it. As Rob Grieve of Nylund’s puts it: it’s not good enough until it’s cheap enough. And that’s not a standard any car owner should be satisfied with.

Here is a complete video from our YouTube series, “The Airing of GRIEVEances“.

Decisions Made at Every Stop Through the Shop

The estimator is just the beginning. Once your car enters the repair process, it passes through multiple hands – and at each stop, decisions are made that you may never hear about.

The Body Technician

The body technician is responsible for the physical repairs: replacing panels, welding structural components, and restoring the vehicle’s frame and structure. In a recent post-repair inspection we performed on a nearly new 2024 Toyota RAV4, we found that the radiator support – which was clearly bent and clearly listed on the estimate for replacement – had never been replaced at all. The shop had charged for it. The customer had no idea.

Beyond the missing part, we also found structural components that had been welded in incorrectly and not according to Toyota’s repair procedures. Those aren’t minor issues. Improper welds on structural elements are a safety concern, not a cosmetic one. The body technician made those calls without a single conversation with the vehicle’s owner.

The Painter

After structural work is completed, the car moves to the paint department. Here, too, decisions get made. In the RAV4 case, paint had not been sanded or primed correctly over the weld areas. There were visible runs in the paint on the frame rail. To make it worse, the painter had been paid – per the estimate – to paint the radiator support. The same radiator support that was still bent and had never been replaced.

Nobody called the customer to say, “Is it okay if we leave runs in your paint?” Nobody told them the radiator support wasn’t going to be replaced. The decisions were simply made, the car was reassembled, and it was handed back.

Outside Vendors: The Mechanic and the Calibration Company

Some repairs require work beyond what the body shop handles in-house. In this case, the vehicle needed suspension work. Rather than sending it to the Toyota dealership – where certified technicians with the right tools could handle it properly – the shop sent it to an outside mechanic. The result was suspension hardware that had been installed with the wrong tools, leaving fasteners that hadn’t been properly secured.

The vehicle also required ADAS (Advanced Driver Assistance System) calibrations after a front-end hit. Those calibrations need to be performed with manufacturer-specific equipment and software. Whether that standard was met, the customer had no way of knowing.

In total, at least five separate parties made significant decisions about this vehicle — the estimator, the body technician, the painter, whoever chose the outside mechanic, and the mechanic themselves. The customer was consulted about none of it.

How to Protect Yourself When Your Car Needs Collision Repair

Understanding how this process works is the first step. Knowing what to do about it is the second.

Before you ever need a body shop, consider choosing your insurance carrier carefully. Not all insurers treat the repair process the same way. Look for carriers that earn strong marks for claim handling – resources like the insurer report card can help guide that decision before you’re ever in an accident.

When your car does need repairs, remember that you have the right to choose your own shop. Your insurer may recommend their preferred shops, but you are not required to use them. If you do choose a shop on an approved list, ask directly: Do you follow the manufacturer’s repair procedures? Do you use OEM parts? Do you perform all work in-house, or do you send it to outside vendors?

Look for shops that carry manufacturer certifications. A certified Toyota shop, for example, has been trained to repair Toyota vehicles according to Toyota’s specifications. That certification doesn’t automatically guarantee a perfect outcome, but it sets a clear standard that you can hold the shop to.

Finally, ask to see the estimate and have someone walk you through it. You should know what parts are being used, where the work is being performed, and what the repair plan looks like before anything starts.

The Bottom Line: You Get What They Pay For

There’s an old saying that you get what you pay for. In the world of insurance-driven collision repair, the more accurate version is: you get what they pay for. The insurer controls the budget, the DRP shop works within it, and the consumer is often the last to know about the tradeoffs that were made along the way.

The RAV4 we inspected in this episode ultimately became a total loss – not because of the original accident, but because of what happened to it during the repair. A nearly new vehicle, destroyed by a process the owner had no visibility into.

At Nylund’s Collision Center, we do things differently. We follow manufacturer repair procedures. We use OEM parts. We keep customers informed and welcome them to come in and see their car at any stage of the process. And when we can’t do something in-house at the right standard, we send it to the right place – not the cheapest one.

If you have questions about a current or past repair, or you’d like to schedule a post-repair inspection, contact Nylund’s Collision Center. We’re here to make sure you – not the insurer – come first.

The post Who Is Really Making Decisions About Your Auto Body Repair? appeared first on Nylunds Collision.

Most drivers assume that if their vehicle has been repaired after a collision, it’s been restored to a safe, roadworthy condition. Unfortunately, a recent federal warning makes it clear that this assumption can be dangerous.

The National Highway Traffic Safety Administration (NHTSA) has issued an urgent alert regarding counterfeit airbag inflators that are likely being illegally imported into the United States and installed in vehicles after collisions. These inflators are not just defective — they’ve been linked to multiple fatalities and severe injuries.

In the video above, Nylund’s Collision Center breaks down what this warning means for everyday drivers, especially those who own or are shopping for used vehicles.

This article expands on that discussion and explains why this issue keeps resurfacing — and what consumers can do to protect themselves.

What Is an Airbag Inflator — and Why Does It Matter?

An airbag inflator is the component responsible for rapidly filling the airbag during a crash. It is a critical life-saving device that must meet strict federal safety standards.

When properly engineered and manufactured:

• The inflator deploys the airbag smoothly

• The force is controlled

• The occupant is protected

When counterfeit or substandard inflators are used:

• Deployment can be violent and unpredictable

• The inflator can rupture

• Metal fragments can be propelled into the cabin

In several documented cases, crashes that were otherwise survivable became fatal because the airbag itself failed catastrophically.

NHTSA’s Warning: What Drivers Need to Know

According to NHTSA, certain replacement airbag inflators — primarily manufactured overseas and not approved for use in the U.S. — are appearing in vehicles after collision repairs.

Key concerns raised by federal investigators include:

• Inflators likely imported illegally

• Parts installed outside OEM repair channels

• Use in vehicles that previously deployed airbags

• Higher prevalence in salvage or rebuilt vehicles

While some vehicle models have been specifically identified in investigations, this is not limited to any single brand or manufacturer.

The broader issue is post-collision repairs performed without proper parts verification.

How Long Have Counterfeit Airbags Been a Problem?

This issue is not new.

Federal regulators have warned about counterfeit or substandard airbag components for more than a decade. As early as 2012, testing revealed that some non-OEM airbags:

• Failed to deploy

• Deployed inconsistently

• Deployed with excessive force

What has changed in recent years is not the existence of the problem — but the ability to conclusively link injuries and deaths to specific counterfeit inflators.

As investigations have become more detailed, patterns have emerged across multiple crashes, states, and repair scenarios. That growing body of evidence is what prompted NHTSA’s most recent urgent warning.

Why Repaired Vehicles Are Most at Risk

Vehicles that have been involved in serious collisions are more vulnerable because:

• Airbags must be replaced after deployment

• Repairs often happen out of sight of the vehicle owner

• Cost pressures can influence part selection

• Salvage or rebuilt vehicles may change hands multiple times

Without strict adherence to OEM repair procedures, unsafe parts can be introduced without the owner ever knowing.

This is why who repairs your vehicle — and how they repair it — matters.

What Used-Car Buyers and Owners Should Do Now

If you own or are considering buying a used vehicle, especially one with a prior accident history, here are important steps you can take:

1. Review the vehicle history

Look for records of:

• Prior collisions

• Airbag deployment

• Salvage or rebuilt title branding

2. Ask direct questions about repairs

If airbags were replaced, ask:

• Were OEM airbag components used?

• Were inflators sourced directly from the manufacturer?

• Is documentation available?

3. Have the airbag system inspected

A qualified repair facility or dealership can verify whether proper components were installed.

4. Be cautious with “too good to be true” pricing

Significantly cheaper repairs often come with hidden compromises — especially when it comes to safety systems.

Why OEM-Correct Repairs Matter

At Nylund’s Collision Center, repairs are performed according to manufacturer procedures, using OEM-approved parts whenever required for safety.

This approach isn’t about speed or shortcuts — it’s about:

• Vehicle integrity

• Occupant safety

• Long-term reliability

When it comes to airbags and other restraint systems, there is no acceptable margin for error.

Final Thoughts: Safety Should Never Be Assumed

An airbag is designed to save your life. If it’s counterfeit, improperly sourced, or illegally installed, it can do the opposite.

NHTSA’s warning is a reminder that safety doesn’t end when the crash is over. It extends through the repair process — and that process must be transparent, verifiable, and manufacturer-correct.

If you have questions about prior repairs, airbag replacements, or collision damage, Nylund’s Collision Center is here to help you make informed decisions — because when it comes to safety, assumptions can be dangerous.

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When Mother Nature does her thing, and your vehicle is the recipient of dozens-to-hundreds of hail-induced dings and dents you are well-advised to know everything you can about the process of the repair.

If you decide to make a claim with your insurance company, you will be required to allow the insurance adjuster to write an initial estimate of repair.  In many cases, these initial estimates are intentionally (and illegally) written “light”.  That is to say, the estimate is not enough to cover the actual cost of a quality repair.

Why would insurance adjusters intentionally write an estimate in violation of Colorado State law CRS 10-4-120, (II) (3) (b)? It is estimated that 50-70% of all hail damage claims are not repaired.  They take advantage of this knowledge. In other words, the insurance companies know that more than half of their insured (you) will cash the claim check without actually repairing the damage, choosing to put up with the dents and pocketing the claim money.

IMPORTANT NOTE: If you cash the insurance claim check and decide not to repair your car, you in essence “settle” for the amount of that check.  Keep in mind that most insurance estimates are written “light”, and the actual value of your vehicle’s damage was not represented.  This becomes very important if you ever decide to sell your vehicle, as the entire amount of the damage (including diminished value) will be deducted from the purchase price.

Another very common practice on the part of many insurance companies is to strongly “suggest” that you take your car to one of their “preferred” shops.  In fact, after a hail storm, many insurance companies will set up an estimate station on the property of one of their preferred (DRP) auto body shops.  Under the guise of “customer convenience”, they will write the estimate and introduce you to the body shop management who will gladly schedule your vehicle’s repair on the spot.  This subtle form of “steering” (illegal in many states) puts pressure on you to use that body shop.  Buyer beware: you have the right to choose any body shop you want to repair your vehicle, and the insurance company is required by law to pay to have your car repaired to it’s pre-loss condition.  What YOU pay (your deductible) does NOT change… and in most cases, hail damage is considered an act of God, so your future rates will NOT be affected.

TRADITIONAL vs PDR

If you decide to move forward with repairing your vehicle, the body shop you choose will also write an estimate.  Depending upon the amount and severity of the hail damage, they will advise one of two courses of action: PDR (Paintless Dent Repair) or Traditional body work (or a combination of the two).  In many cases, PDR is the best for hail damage.

Nylund’s General Manager, John Groome says that “in most cases, we write our estimates with the intent to PDR hail damage wherever possible – as it is preferred to save a panel rather than replace a panel”.  There are cases when replacing a component is necessary, but those repairs often increase the complexity, cost or timeline of the vehicle’s repair.

NOTE: If the insurance company writes the estimate to replace your vehicle’s roof, there are literally dozens of questions that you should ask the body shop before moving ahead.  A roof replacement is a very complex repair that affects the vehicle’s structural integrity as well as many of the safety features.  If you’d like to discuss these questions, please don’t hesitate to contact us.

Once the body shop’s estimate is complete, they will submit it to the insurance company – and typically there will be a back and forth until both companies agree to the repair plan.  The good news is, you rarely have to engage in that process.  If you chose an insurance company’s “preferred” body shop, there will be no back and forth, as they are directed by the insurance company to proceed with the least expensive repair.  If you choose Nylund’s Collision Center, we handle all of the details of your repair for you, making sure that no corners are cut, and that your vehicle will be repaired to perfection.

CONSUMER ALERT: After a large hail event, you may notice an influx of storm-chasing hail repair centers popping up around your community.  There is a significant risk in taking your car to one of these makeshift temporary “shops”.  Many times the techs are from out of state or even out of the country, and will be difficult or impossible to find should you require them to fix something they repaired.  It is far better to find a trusted, well-respected body shop who will do the repair right, and be there to stand behind their work.

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In a world where cars reign supreme and appearances are everything, it’s not surprising that car owners have made a considerable investment in keeping their vehicles looking pristine. However, numerous dings, dents, and scratches come with the everyday use of a vehicle. Not to mention the Colorado hail season, the cost of maintaining these appearances can be overwhelming. Luckily, there’s an innovative solution to this problem: luxury paintless dent repair.

An Overview of Paintless Dent Repair

Paintless dent repair is a different kind of repair process. Skilled technicians remove minor dents and dings from a vehicle’s body panel without having to repaint or replace it. This process involves using specialized tools and techniques that massage the damaged area back into its original shape. It is especially useful for hail damage repair.

Luxury Paintless Dent Repair

Unlike regular cars, luxury vehicles come at an exorbitant price point due to their exclusive brand name and unique features. Hence, any damage inflicted on such cars can significantly reduce their value.

The importance of maintaining such vehicles in perfect condition cannot be overstated. Luxury car owners who care about maintaining their vehicle’s appearance, paintless dent repair offers the perfect solution. The cost-effectiveness compared to conventional repair makes PDR even more alluring for owners who want top-quality results more affordably.

Additionally, preserving the original paint finish means that your vehicle will maintain its factory-fresh appearance. Paintless dent repair is an innovative solution that provides car owners with numerous benefits over conventional auto body repairs.

It’s the perfect way to keep your vehicle looking flawless, which is essential for high-end cars. With an experienced and skilled team, paintless dent repair is a great way to protect your car’s appearance and value.

The Benefits of Luxury Paintless Dent Repair

The Convenience Factor

Let’s face it, as a luxury car owner, you have more important things to do than wait around for your vehicle to be repaired. Traditional dent repair methods require hours or even days in the shop, leaving you without your prized possession during that time. Fortunately, luxury paintless dent repair offers a solution.

With this service, technicians can fix dents in much less time than conventional methods. This allows you to maintain the appearance of your vehicle without sacrificing any precious time.

Cost-Effectiveness Compared to Traditional Methods

Not only is luxury paintless dent repair convenient, but it’s also cost-effective compared to traditional methods. Traditional repairs require bodywork and repainting, which can quickly add up in costs.

Luxury paintless dent repair, on the other hand, uses specialized tools and techniques that allow technicians to manipulate the metal back into place without disturbing the original paint or finish of your vehicle. This means less time spent on repairs and ultimately less money out of your pocket.

Preservation of Original Paint and Finish

One of the biggest advantages of luxury paintless dent repair is its ability to preserve the original paint and finish of your vehicle. When traditional methods are used for repairing dents, bodywork is typically required which sometimes involves replacing panels and roofs, sanding down the surface, and repainting it with new color-matching paint.

This process reduces the value of your car by altering its original condition. With luxury paintless dent repair techniques however there is no need for sanding or repainting as it works by gently pushing the metal back into place from behind thus preserving both its color and finish.

The Artistry Behind Luxury Paintless Dent Repair

Luxury paintless dent repair is a true art form. It requires not only specialized tools and techniques but also the creative mindset of a skilled technician. Each dent on a vehicle is unique, requiring a new approach to restore it perfectly.

This level of artistry and attention to detail is necessary for luxury vehicles since every imperfection can detract from their value and prestige.

Skilled technicians use specially designed rods and picks that allow them to access hard-to-reach areas within the vehicle’s structure. These tools require years of practice to master, as each one must be utilized with precision in order to restore the damaged area without leaving any trace behind.

Technicians approach each dent as a unique challenge that requires creativity and problem-solving skills. They must analyze the size, location, and depth of the damage before determining the best course of action.

In some cases, they may need to remove interior panels or upholstery to gain access to the backside of the dent. The level of attention to detail required for luxury paintless dent repair is unparalleled.

Luxury paintless dent repair is far more than just fixing dents on high-end vehicles – it’s an art form that requires specialized tools, techniques, creativity, problem-solving skills, and attention to detail unlike anything else in the automotive repair industry.

The Science Behind Luxury Paintless Dent Repair

The Physics of Paintless Dent Repair

Luxury paintless dent repair is a remarkable example of precision engineering. The process is based on the principles of force and counterforce, which enable skilled technicians to carefully manipulate metal panels back into their original shape without causing any damage to the vehicle’s structure or finish. This requires an incredible level of expertise, as even the slightest misjudgment can cause irreparable harm to the car’s appearance.

Restoring Dents with Precision

The precision required for paintless dent repair is second-to-none. Technicians must be highly skilled at using specialized tools and techniques to restore dents without leaving any trace of the dents behind.

This means that every single detail must be taken into account, from the size and shape of the dent to the angle at which it was created. Even minor variations can have a significant impact on how well the repair job looks, which is why it’s so important for luxury car owners to choose a service provider they can trust.

At its core, luxury paintless dent repair is an art form that requires both technical skill and creative flair. The goal isn’t just to fix dents; it’s to restore each vehicle to its original glory while preserving its unique character and personality.

For this reason, only the most experienced and knowledgeable technicians should be trusted with these delicate tasks. Luxury paintless dent repair represents an incredible blend of science, artistry, and skill.

It’s a service that truly embodies everything that makes luxury cars special: attention to detail, outstanding performance, and unparalleled style. Whether you own a Lexus or an Audi, or any other high-end vehicle model – you owe it yourself (and your car) to explore this remarkable option for maintaining its pristine appearance over many years of use.

The Importance of Trust in Luxury Paintless Dent Repair

Luxury car owners have a lot riding on the appearance of their vehicles. They’re often seen as extensions of themselves.

This is why trust is so crucial when it comes to luxury paintless dent repair. Owners need to know that their vehicles are in good hands and that any work being done will be of the highest quality.

Conclusion

Luxury paintless dent repair requires attention to detail, skillful artistry, scientific knowledge, and most importantly – Trust! The importance of choosing a reputable technician who understands the prestige associated with owning a luxury car cannot be overstated. When you find someone you can trust with your prized possession’s restoration needs – cherish them!

These individuals are hard to come by in society today where shortcuts seem more important than doing something properly from start to finish. Choose wisely!

As always, if you have any questions about the process, you may feel free to contact us directly. It’s an honor to serve our guests!

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ChatGPT is a computer program that was designed to have conversations with people. Think of it as something like a robot that is capable of very detailed two-way communication. It is part of an emerging technology known as “Generative AI”. Such systems fall under the broad umbrella category of machine learning. What this means in simple terms is that the software is not only able to reply to your input – but it is also able to quite handily turn your prompts into previously uncreated content.

Generative AI can create art, written content, music, computer code, new product designs, and much more. And yet, with all of its abilities… it also has limitations. As a tool, it’s remarkable. And it’s not going anywhere. We are living through the most innovative technical revolution since the birth of the Internet. Wise are the people who learn how to use this technology appropriately.

So, the instruction (called a “prompt”) that we asked ChatGPT was this: “Write a list of 5 topics that would be relevant and helpful for consumers who require the services of a collision center.”

With less than a second of “think time”, the artificial intelligence started to output the following:

1. Understanding the collision repair process: This can include information on what to expect when taking a vehicle to a collision center, what kinds of repairs can be made, and how long the process typically takes.

This is one of the fundamentals here at Nylund’s Collision Center. We have always believed that an educated consumer makes better decisions, and is less likely to be taken advantage of. And while some of the questions (like how long will it take to repair my car) have no definitive answers, the question does offer an opportunity to explain the process behind the scenes.

2. Working with insurance companies: If a consumer’s vehicle has been damaged in an accident, they will likely need to work with their insurance company to recover the cost of repairs. Understanding how to navigate this process and what to look out for can be helpful.

Also a great topic, and ripe for clearing up misconceptions and outright deceptions.

3. Choosing a reputable collision center: Consumers should know what to look for when choosing a collision center, such as the qualifications and experience of the technicians, the quality of the repairs, and the level of customer service.

This is one of the most important topics that we try to communicate to our audience. The pressure the insurance industry puts on their insured to take their vehicles to shops with partnership agreements is intense. Knowing the questions to ask of any body shop owner or manager is critical to ensuring a proper repair even before it starts.

4. Keeping a record of repairs: Consumers should be encouraged to keep a record of all repairs made to their vehicle, including the date, cost, and type of repair. This can be useful if there are any issues with the repairs down the line.

We hammer this point at every opportunity. One of the most important things you can do is ask for every copy of the estimate and all supplements added to it along the way. Look for items that are labeled aftermarket or salvaged parts. Such items will decrease the value of your vehicle, and quite possibly put your safety in jeopardy.

5. Understanding the importance of original parts: Many collision centers use aftermarket or imitation parts for repairs, but consumers should be informed about the benefits of using original equipment manufacturer (OEM) parts, such as better fit and finish and greater reliability.

Yes, This. Always. We are huge advocates for the use of ONLY OEM parts in your vehicle’s repair. No one knows your car better than the manufacturer. There are many reasons to take such a position, but perhaps none are as important as your safety and that of your loved ones. We encourage you to never compromise safety in the name of saving a few dollars. It’s just not worth it.

Overall, we are impressed with ChatGPT’s ability to process our prompts and deliver helpful answers. But keep in mind, as we have already mentioned… not everything it puts out is 100% accurate or up to date. The limitations of this technology are real, and you would be wise to always check its output with a skilled professional.

A couple of expert resources that you may find valuable are the Colorado Dept. of Insurance, and the Society of Collision Repair Specialists’ Consumer Tips. These folks can answer any questions you might have when it comes to insurance company behaviors or what you need to know about collision repair. And as always, you may contact us directly with any questions you might have as well.

Updated 06/21/2023: This article was cited by Repairer Driven News in an article that discusses Mercedes Benz adding Chat GPT to their in-vehicle MBUX Voice Assistant.

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You want the best Lexus collision center to repair your luxury vehicle to the quality and commitment standards that Lexus themselves put into it. We want that, too. And that’s why we recommend going straight to the source: the Lexus Covenant.

The Lexus Covenant

Lexus competes in the luxury automotive industry, the most prestigious race in the world.
Lexus’ history and experience has culminated in the creation of our automobiles,
the finest ever built.

Lexus will win the race because:
Lexus will do it right from the start.
Lexus will have the finest dealer network in the industry.
Lexus will treat each customer as we would a guest in our home.

If you think you can’t, you won’t.
If you think you can, you will.
We can, we will.

Nylund’s Collision Center strives to be the best Lexus collision center in the world. And we do so by aligning our core values with that of Lexus’ covenant.

We are inextricably tied to this vision, and our mantra – executed every day – is simple: If it isn’t perfect, it isn’t leaving. 

Our guests feel this commitment to excellence in every interaction, and with every delivery of a beautifully repaired Lexus vehicle.

When you start searching for the best Lexus collision center, ask yourself – better yet, ask the shop manager or owner: “Can you… Will you… repair my Lexus to the original level of quality it was designed to when I bought it?”

If they hesitate at all… it might be time to keep looking for the best Lexus collision center. And, as always, if you have any questions about any of the things we do here at Nylund’s Collision Center – please feel free to contact us directly!

Here at Nylund’s…
We Can. We Will. We Do.

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When the insurance company decided to repair, rather than total this vehicle, the owner of the vehicle chose to bring it to us. After the most cursory inspection, it was obvious to us that the cost of repair would exceed the value of the car and that this would be a total loss. We disassembled the vehicle and performed a complete inspection. We submitted our estimate and in the end, the insurance company agreed with us that the car was a total loss.

Who Decides Repair vs. Total

Here is the issue we are trying to raise awareness about: the insurance company originally wrote their estimate to repair this 2020 Subaru Outback. Had the car’s owner decided to take it to one of the insurer’s ‘preferred’ shops, it is possible – maybe even probable – that it would have been repaired. Body shops that are in partnership with the insurance companies are compelled to perform the repairs – almost always with aftermarket or salvaged parts – as the insurance company writes them.

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