Still think your insurance company is all about your best interest? We humbly submit this very real case study, filed under: “told you so”.

USAA insured gets into accident, and is “encouraged” (steered?) to take her car to their “preferred” shop (big box body shop). Car is “repaired” and delivered to insured, who immediately feels as though the repair was substandard. She decides to bring it to Nylund’s Collision Center for a post-repair inspection.

Upon inspection, we identify several missed, overlooked and incorrect repairs performed on the vehicle. The insured’s vehicle is suggested to be a total loss by Nylund’s, and supporting documentation is provided to both the insured and the insurance company. Both the insured and the insurance company were told on day 1 that the original manufacturer does NOT provide repair procedures for the damages to the vehicle, and therefore the repairs performed were incorrect.

insurance great runaround

Below is a recreation of the text messages between the insured and USAA after they’d both been advised by Nylund’s that the car is likely a total loss:

insurance great runaround
insurance great runaround
insurance great runaround
insurance great runaround
insurance great runaround
insurance great runaround

The time elapsed between Nylund’s informing the insured and their insurance company of their post-repair assessment was six weeks. It is our opinion that, had USAA’s big box body shop paid attention to (or even looked up) the original manufacturer’s recommendation for repair (there are none!), the insured would have received far better service, and would not have been out of a vehicle for more than a month.

This delay and expensive mishandling of an insured’s case happens every day in the insurance and collision repair industry. Nylund’s takes a stand for doing the right repair the first time – every time. We are committed to informing our guests of every step along the right repair – even when it means that the best course of action is to avoid an incorrect repair process.

insurance great runaround

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