Do You Have To Use the Body Shop Your Insurance Recommends?

After an accident, you file a claim and your insurance company suggests you take your car to XYZ Auto Body – one of their “recommended” shops. You might wonder: Do I have to use that shop? The answer, in Ohio and in all states, is NO – the choice of repair facility is yours. This is a right many consumers aren’t fully aware of. Let’s break down what these insurance-recommended programs are, and why you are free to choose your own collision repair shop.

Understanding Preferred Shops and DRP Programs

Insurance companies often have Direct Repair Programs (DRPs) or “preferred shop” networks. These are body shops with which the insurer has a contract or agreement. The shop might offer discounted labor rates or expedited services to that insurer’s customers, and in exchange, the insurer funnels more work their way. It’s akin to a health insurance network – an “in-network” shop.

From the insurer’s perspective, directing you to a preferred shop can streamline the claims process. They may have set pricing, faster estimate approvals, and sometimes guaranteed work (lifetime warranty) through the insurance. It’s convenient: you drop the car off and often the insurer and shop handle things behind the scenes.

However, insurance companies cannot force you to go to those shops. In fact, “insurance steering” – pressuring or misleading you into using a specific shop – is illegal in Ohio. By law, you have the right to choose the repair facility you trust. The Ohio Department of Insurance (ODI) emphasizes this consumer right on their website and materials: As the owner, you decide where to get repairs. The insurer may recommend, but cannot require a particular shop.

So why do insurers push their recommendations? Some tactics include:

• Saying “We can’t guarantee the repairs if you go elsewhere” – while they might provide a convenience guarantee at their shop, any reputable shop gives its own warranty. Lack of insurer guarantee doesn’t mean lack of warranty.

• Suggesting other shops will take longer or “you’ll have to pay extra” – these statements can be misleading. A good independent shop can handle things just as efficiently. And your claim should cover costs regardless of shop (as long as charges are reasonable).

• Claims like “if you don’t use our shop, we can’t get an adjuster out for several days” – borderline coercion. Insurers must still handle your claim promptly no matter where you go.

Recognize these as pressure tactics. Ohio specifically prohibits insurers from requiring or coercing you to use a certain shop. If an insurance rep crosses the line (e.g., “Your claim won’t be covered unless you use our recommended shop”), that is grounds for a complaint to state regulators.

Pros and Cons of Using the Insurance-Recommended Shop

It’s important to note that using a preferred shop isn’t necessarily bad. Many preferred shops are very competent. Let’s consider some pros and cons:

Pros of using the insurer’s recommended shop:

• Convenience and Speed: Preferred shops often get approvals faster. As noted, they have a direct line to insurers. This can mean repairs begin sooner. You skip the step of waiting for an adjuster to review an outside shop’s estimate; the DRP shop may be authorized to write the estimate and start work immediately under the insurer’s guidelines.

• Insurance-Backed Warranty: Some insurers offer a lifetime guarantee on repairs done at their network shops. This adds peace of mind (though, again, most good independent shops also give lifetime warranties on their work – Solon Collision, for instance, provides a lifetime guarantee on repairs).

• Less Hassle: The insurer coordinates directly with the shop on supplements, payments, etc. You might not have to be involved in negotiation or paperwork – it’s handled “in-network”. This can reduce phone calls and stress for you.

Cons of using the insurer’s recommended shop:

• Potential Cost-Cutting: Preferred shops have incentives to keep the insurance company happy. They may agree to use more aftermarket parts or repair something that perhaps should be replaced, in order to keep costs low. While any licensed shop should do safe repairs, the concern is that the insurer’s interest (saving money) might outweigh absolutely top-notch work.

• Use of Non-OEM Parts: Insurer programs often specify using aftermarket or used parts wherever possible to reduce cost. A preferred shop might not fight that, whereas an independent shop you choose might push back and advocate for OEM parts if you request. So you could end up with more non-factory parts in your car through a DRP shop’s adherence to insurance guidelines.

• Less Personal Representation: When you pick your own shop, that shop works for you – they deal with the insurer on your behalf and aim to satisfy you. In a DRP scenario, the shop has two “clients”: you and the insurer. Some will prioritize you, but some might lean toward keeping the insurer happy (since that’s a steady revenue source). This could translate to, for example, not informing you of certain items the insurer refused to pay for, and just not doing them. In contrast, an independent shop would call you and say “Insurance won’t cover this alignment; it’s needed for safety – let’s discuss options.”

• Choice of Shop Quality: The closest preferred shop might not be the best shop in town. Insurers care about efficiency and cost; quality of workmanship is important but they have many DRP shops and can’t monitor all details. You might have a specific shop with stellar reputation (maybe a manufacturer-certified facility) that isn’t on their list. If you value that shop, you should use it – even if not “preferred,” the insurer must still pay for a proper repair.

In summary, using the recommended shop is optional. It can be convenient, but it’s not automatically the best for every situation. You won’t void your claim by choosing your own shop, despite what some adjusters’ hints may imply. The insurer still has to settle the claim per your policy.

Your Rights and Making a Choice

Ohio law explicitly allows you to pick the repair shop. Insurers can’t unreasonably delay or deny a claim because you went out of network. As long as the shop’s estimate is fair and the damage is from the covered accident, they must honor it. If you ever feel an insurer is dragging its feet or penalizing you for not using their shop, document it. You can contact the Ohio Department of Insurance to report possible steering violations.

To make your decision:

• Do some research. If you trust the recommended shop (maybe you’ve used them before or they have great reviews), it’s a viable option. If you’ve never heard of them, you’re free to look up other shops.

• Get multiple estimates if you have time. You can see if the preferred shop’s estimate is in line. Also, talking to a local independent shop about your car can give you confidence if they seem more thorough.

• Consider the type of repair. If it’s major structural damage on a high-end car, you might lean toward a manufacturer-certified collision center, which usually are not DRP shops. If it’s minor cosmetic work, a convenient recommended shop might be just fine.

• Ask the right questions at any shop: Do you provide a warranty? Do you work on my make/model often? Will you help with a rental car? A good shop, preferred or not, should have solid answers.

Financially, how does it work if you choose your own? In general, the insurance will pay what it would at the preferred shop. But the truth is, they owe the amount necessary to properly repair your car at prevailing market rates. If your chosen shop’s estimate is a bit higher, they may negotiate with the insurer. You might sometimes see the insurer only pay the amount their DRP shop would charge, and you’d have to negotiate the rest with the shop or pay a small difference. However, many independent shops will work with you on that because they value your business. And if the repair requires something the insurer didn’t include, the shop can file a supplement request so the insurer covers it (this is common and expected – it’s not an extra cost to you; it’s part of the claim process).

It’s worth noting that by law, insurers in Ohio must cover reasonable costs to return the vehicle to its pre-accident condition. They can’t insist on a cheaper fix that leaves your car subpar. So if your shop finds more damage or needs OEM parts for a safe repair, the insurer should pay (or you have grounds to push them, possibly with legal help if extreme).

Bottom Line

No, you absolutely do not have to use the body shop your insurance recommends. That recommendation is an option, not an obligation. The most important thing is that you feel confident in the shop repairing your vehicle, because your safety and satisfaction are on the line. If you have a shop you trust – maybe a local independent shop with great reputation (like ours) – you can use them and still have your claim covered. Just inform your insurance, and they will send an adjuster or work with the shop on the estimate.

Insurance is there to indemnify you (make you whole), not to dictate exactly how or where you get your car fixed. As a customer, you have leverage: you can firmly say “I’ve chosen ABC Collision for the repairs.” Insurers ultimately want to close the claim, and they will cooperate.

So, when that referral comes your way, remember it’s your car and your choice. Choose the shop that you believe will do the best job. A good repair done right the first time is worth everything – it ensures your car’s value, appearance, and safety are fully restored. We work with all insurance companies and help our customers navigate claims so they get quality repairs on their terms. Don’t let an insurance suggestion steer you otherwise.