Recently introduced legislation in Georgia highlights concerns that extend far beyond one state. In fact, drivers across the country report pressure to use certain repair facilities, disputes over manufacturer procedures, and frustrating delays in supplemental approvals.

These patterns are not isolated. Instead, they reflect broader claim handling practices that affect policyholders nationwide.

What Is Insurance Steering?

Insurance steering occurs when an insurer attempts to influence your choice of repair facility.

For example, a representative may suggest a preferred shop as the “best” option, imply your claim may not be paid in full elsewhere, or create friction when you select another facility. While insurers may offer recommendations, they cannot require you to use a specific shop.

According to the National Association of Insurance Commissioners, consumers have the right to choose their repair facility when filing a claim. When a recommendation turns into pressure, steering has begun.

Why OEM Repair Rights Matter

OEM repair rights protect your ability to have your vehicle repaired according to manufacturer procedures.

Modern vehicles function as integrated systems. As a result, proper repairs often require structural measurement, advanced driver assistance system calibration, pre- and post-repair scanning, specific bonding materials, and approved replacement parts.

Automakers design vehicles to precise engineering standards. Therefore, skipping documented procedures can compromise structural performance and safety system functionality. Cost control should never override manufacturer repair documentation.

Federal safety oversight reinforces the importance of manufacturer compliance. You can review vehicle safety standards through the National Highway Traffic Safety Administration.

Even a small deviation from documented procedures can affect how a vehicle performs in a future collision.

How Claim Delays Affect Proper Repairs

During repairs, technicians frequently uncover hidden damage. When that occurs, the repair facility submits a supplemental estimate to the insurer for review.

At that stage, delays often create serious consequences. Extended approval timelines can increase rental expenses, lengthen downtime, disrupt family schedules, and create unnecessary stress.

Clear communication reduces uncertainty. Likewise, written explanations for denied or reduced line items protect consumers from confusion and help maintain transparency. Without defined timelines, policyholders remain in limbo.

Insurance Steering and OEM Repair Rights in Colorado and Beyond

Although the recent legislation applies to Georgia, similar issues affect drivers in Colorado and throughout the country. In addition, state legislatures nationwide continue to evaluate insurance regulatory practices and consumer protections. Broader policy trends can be reviewed through the National Conference of State Legislatures.

At Nylund’s Collision Center in Englewood, we regularly speak with guests who describe pressure to use certain shops, challenges obtaining approval for OEM procedures, unexplained supplemental delays, and vague coverage interpretations.

These experiences share a common theme: lack of transparency. Consumers deserve clear communication about how their vehicles will be repaired and why coverage decisions are made.

Your Rights as a Policyholder

Understanding insurance steering and OEM repair rights strengthens your position before a claim begins.

As a policyholder, you have the right to select the repair facility that works on your vehicle. Additionally, you may request repairs that follow manufacturer procedures and ask for written explanations if an insurer denies specific operations. You may also inquire whether the insurer has a financial interest in a recommended shop.

Your insurance policy represents a contract designed to protect you. It does not exist to serve an internal cost-control strategy.

Practical Steps to Protect Your Repair Rights

If you need to file a claim, proactive preparation can make a significant difference.

First, select your repair facility before discussing insurer recommendations. By doing so, you establish control over where your vehicle will be evaluated and repaired from the outset.

Next, ask whether the repair plan follows documented OEM procedures. When possible, request written confirmation so you have clear documentation of the intended scope of work.

If the insurer denies or reduces any line items, request a written explanation that references policy language. In addition, track the dates when supplemental estimates are submitted and when responses are received. Keeping a simple record not only prevents unnecessary delays but also strengthens your position if disputes arise.

Finally, maintain copies of all communication related to your claim. Organized documentation increases clarity, reduces confusion, and protects your interests throughout the repair process.

Preparation reduces conflict. More importantly, it promotes transparency.

Watch the Full Discussion

In this episode of The Airing of GRIEVEances, we break down the proposed legislation, explain why it matters beyond Georgia, and discuss how insurance steering and OEM repair rights affect drivers nationwide.

The Bottom Line

You should never feel pressured to choose a repair facility. You should never remain uncertain about manufacturer procedures. Likewise, you should not wait indefinitely for supplemental approvals.

Insurance steering and OEM repair rights protect your vehicle, your investment, and your family’s safety.

When policyholders understand their rights, insurers must respond with greater transparency. Ultimately, proper repairs require documentation, accountability, and adherence to manufacturer standards.

If you have questions about your repair options or want clarification about OEM procedures, contact Nylund’s Collision Center in Englewood, Colorado. Our team focuses on clear communication and manufacturer-compliant repairs performed according to documented standards.

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When you’re involved in a car accident, you want your vehicle to be repaired correctly. So a manufacturer’s certified body shop is a good first place to start looking for a repairer. But not so fast… If the body shop you choose is also in partnership with your insurance company, you may discover a colossal conflict of interest. That’s what happened with a guest who brought his late model Hyundai Tucson to an OEM certified body shop. What he got back “after the repair” was a classic case of an insurance Direct Repair Program (DRP) nightmare.

The car was rear-ended on the driver’s side bumper. To look at the original photos of the damage, it is easy to imagine that it was just a simple bumper job. However, it’s not the job of a body shop (or insurance company) to “imagine”. It is their job to investigate, and properly repair the vehicle.

You would think that the certified body shop would follow the OEM procedures and use OEM parts in every repair. After all, that’s what the whole certification process is all about, right? But unfortunately, this body shop ALSO has a DRP partnership with the insurance company. And the insurance company is the one paying for the repairs. They are also the party who decides how many repairs get steered into that body shop. And so, the dirty little secret of the collision industry is this: the INSURANCE COMPANY holds all the cards and makes all the decisions for their partner body shops. And the shop has to play along in order to continue their partnership.

Instead of replacing the damaged bumper reinforcement with a new, OEM certified part.. the certified body shop was told by the insurer to use a salvaged part from the junkyard. And that part was not only salvaged. It was damaged. As in, it was cracked. It had multiple cracks in the metal. It will never protect the occupants of that car the way it was designed to again. But, in order to save money for the insurer and speed up the turnaround time, the certified body shop did what their insurance masters told them to do. They put an unsafe bumper reinforcement on the vehicle, and delivered an unsafe vehicle to the owner.

This story was illustrated and detailed in an episode of our weekly video series, “The Airing of GRIEVEances”, and may be found here on YouTube.

It is our opinion that a certified body shop has no business establishing a DRP partnership with any insurance company. For the very reasons outlined in this article, it is clear that there is a definitive conflict of interest. And when push comes to shove – most shop owners choose to follow the money and they serve the hand that feeds them. The results, as you can see, can be devastating.

For more information on what a Direct Repair Program partnership is, and why we will never have one here at Nylund’s, we encourage you to check out StopDRP.com and many of our videos that can be found here. You may also find value in this statement put out by OEM1Stop.com. And of course, you may always contact us directly. We are here to serve you.

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How do you know where to go?

This scene plays itself out day after day for thousands upon thousands of people all looking for just one thing: the right place to take their car for repair. And its a fact: there are hundreds of options, and unless you know the ins-and-outs of the collision repair industry – even the best intentioned advice may lead you down a road you might not wish to travel.

Choosing a Body Shop 101

A. Insurance companies’ ‘Preferred’ or ‘Recommended’ shops have a two-way financial arrangement

When an insurance company recommends or suggests that you consider their preferred body shop vendors, they are helping you help themselves.  To make the ‘preferred’ list, body shops DO NOT have to qualify as the best in quality, service or guest experience. They DO have to agree to move cars through the shop as fast as they can, and they MUST NOT contest the insurance company’s demands to use less expensive used or aftermarket parts in your vehicle’s repair.  The name of this game is all about saving the insurance company money – and has little to do with the quality of repair or overall safety of the insured. There is a huge amount of information available for the savvy consumer – and here is a good place to start.  A body shop that is 100% independent of partnerships with insurance companies are often a good alternative when seeking a ‘right’ repair vs. a ‘rushed or cheap’ fix. Please note: these independent body shops will never be included on an insurance company’s ‘preferred’ list – and that is likely the best endorsement of all.

B. Dealerships may or may not provide on-site repair options

Occasionally consumers think that if they take their car to the dealership, they are more likely to get a repair with the original equipment manufacturer’s (OEM) parts. Few dealerships actually have body shops on-site.  If the repair is to be handled by an insurance claim, it is the insurance company who typically requires the use of less expensive aftermarket and/or used replacement parts. The great majority of dealerships refer their customer’s repair to outside shops. And those recommendations can usually be trusted, because their own reputation is on the line.

C. Word of mouth can be tricky to navigate

Many people agree that word of mouth is the very best form of marketing, however it’s easy to get overwhelmed by the myriad of voices. Who do you trust? What is the motive behind their referral? Since the rise of Web2.0 and social media, consumers have at their fingertips many different 3rd-party resources that offer (in most cases) true, unbiased reviews of the guest experience. Additionally, its a wise practice to refer to any information available to consumers by way of a shop’s website, involvement in the community and their reputation among industry leaders.  All of this is readily available to the consumer by way of an Internet search, and may prove to be more reliable than by asking close friends and family.

In the end, all reputable body shops guarantee their work.  A simple online search should be followed up by a visit to the shop and a brief interview with the ownership or management.  Remember, you absolutely have a choice of which shop you want to repair your vehicle. In the end, people do business with people that they know, like and trust. If you find one of those people, you’ll discover an excellent experience.

PS: If you’re ever unsure about the quality of repair performed by any body shop, you can always have a visual post-repair inspection done at no charge here at Nylund’s Collision Center.

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You love your car.  That’s why you bought it. It’s been good to you, and you are loyal.  Often to a fault.  Sometimes you have to say goodbye to your favorite ride, but how do you know when that is the best option?

This brand new vehicle was “fixed” by another body shop, and returned to the owner with thumbs up and enthusiasm.  Upon casual observation to the untrained eye, one might have overlooked certain telltale signs of a poor quality repair.  But something just didn’t “feel” right, and that’s when they called Nylund’s in to perform a post-repair inspection.

From uneven gaps to buckles in the roof, this was a completely botched job on the part of the DRP shop.  The number of poorly welded sections and unprepared broken parts were almost too numerous to count. Ultimately, the compromised safety of anyone in the back seat of the car (in this case, a small child in a car seat) was the determining factor in deciding to total this vehicle. The other shop didn’t even address several structural points that had been compromised in the original accident.  Left unrepaired (but hidden from view), another collision from behind could prove catastrophic.

In the end, both Nylund’s Collision Center and the insurance company associated with the claim agreed that it would be far too expensive to re-repair the vehicle to meet all safety and pre-accident conditions.  It was decided to total the vehicle.

If your vehicle is fast-tracked through the repair process, and you’re just not sure the shop provided you with the very best (not just cosmetic) repairs, please feel free to drop it by for a free visual post-repair inspection.  It’s always our pleasure to educate our guests and it’s our sworn duty to make sure that your safety is never compromised by a poorly crafted repair.

*DRP stands for Direct Repair Program, which is an arranged relationship that some body shops have with insurance companies. These relationships, in almost every case, compromises the quality of repair because the body shop must agree to use the least-expensive options for replacement parts.  Here at Nylund’s Collision Center, we have never been a DRP shop – and NEVER WILL BE. Quality and safety in repair is our only mission!

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“Steering” is a common practice of many insurance companies to “guide” you to one of their PREFERRED auto body shops (known in the industry as Direct Repair Programs or DRPs).  While you may want to believe that your insurance company is looking out for your best interest, all too often they are ONLY looking to pay the least amount for your repair.

Our friends at K&M Collision offer this very informative video that clearly explains the everyday experience of insurance company “steering”, and why we encourage you to remember: You have the right to choose which body shop repairs your vehicle.  IT’S THE LAW.  Your safety, and that of your family hang in the balance.

Video courtesy of K&M Collision, Hickory, NC.

Things To Look Out For

Insurance companies often tell you that if you don’t take your vehicle to one of their PREFERRED shops, they will not guarantee your repair.  This is misleading, as it is the BODY SHOP, and not the insurance company that provides warranty of the repair.  Nylund’s Collision Center is not, and never has been on any insurance company’s PREFERRED (DRP) list.

They may also tell you that you will be held responsible for additional costs if you choose an independent body shop.  Again, this is misleading.  Your insurance company is mandated by law to cover ALL COSTS to return your vehicle to pre-loss condition.

Do You Have Questions?

Our entire team is dedicated to your safety and you being as informed as possible about your vehicle’s repair.  Call us at 303-761-9219 today, and let’s talk about the best solution for your repair.

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Today, we share with you unexpected, unsolicited manna from heaven from one of the most unlikely of sources: a heartfelt (?) endorsement by an Allstate Insurance Claims Adjuster.

Nylund’s Collision Center has never been – nor never will be in any form of “partnership” (DRP or otherwise) with Allstate or any other insurance company. It is well documented that we work only in the best interest of our guests – and our tagline has always been: “If it isn’t perfect – it isn’t leaving”.

So imagine our surprise when one of our guests sent us a copy of this phone call from a local Allstate Claims Adjuster who unexpectedly sings high praise for our work! You just know that HAD to hurt! Take a listen:

Nylunds – Allstate Approval

Note: This 20-second audio has been edited from a much longer phone conversation. Our next post will address Allstate’s response to our guest’s Diminished Value claim… Very interesting indeed!

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What really happens when you get into an accident is rarely reported, in large part because many collision repair facilities engage in a “direct repair partnership (DRP)” with the insurance companies, rendering them unable to engage in a dialogue on behalf of the customer’s best interest.

Nylund’s has never sold out to a DRP relationship with any insurance company. Their position of protecting the customer has caused one insurance company to up the ante by cutting the rate of what they are willing to pay for your repair to well below industry-standards. This hostile maneuver goes on behind the scenes, and during the following interview you will hear the details of what’s REALLY happening – and why WHICH auto body shop you choose really does matter!

Insurance Wars Part 1

Insurance Wars Part 2

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