Frequently Asked Questions WHAT IS A DIRECT REPAIR SHOP? AM I REQUIRED TO OBTAIN MORE THAN ONE ESTIMATE? DO I HAVE TO GO TO A SPECIFIC REPAIR SHOP? ARE DIFFERENCES IN ESTIMATES COMMON? DO I HAVE TO ACCEPT MY INSURANCE COMPANY'S APPRAISAL OF DAMAGE? READ THE AUTO BODY CONSUMER BILL OF RIGHTS   WHAT IS A DIRECT REPAIR SHOP? A direct repair facility is a body shop that works directly with your insurance company as a preferred shop. Body shops earn the right to be in preferred shop programs by meeting certain requirements, such as having certified technicians, using the proper equipment, and having a record of satisfied customers. A preferred shop actually writes the estimate, orders the parts, and repairs your vehicle without having to wait for an insurance adjuster. Back to top AM I REQUIRED TO OBTAIN MORE THAN ONE ESTIMATE? You are NOT required by law to obtain more than 1 estimate or appraisal. Back to top DO I HAVE TO GO TO A SPECIFIC REPAIR SHOP? No, you have the right to go to the repair shop of your choice. Back to top ARE DIFFERENCES IN ESTIMATES COMMON? Yes, differences in estimates are common. If you are unsure of why one estimate is different than another, just ask. Back to top DO I HAVE TO ACCEPT MY INSURANCE COMPANY'S APPRAISAL OF DAMAGE? No, you do not have to accept their appraisal of damage. Check the "appraisal clause" in your policy to resolve any differences. Back to top HELPFUL HINTS Make sure to collect the necessary information at the time of the accident (see our accident form) Do not open your hood after an accident. The steam and liquid spray could be harmful. Also, it is often difficult to close the hood after an accident once it has been opened.   TERMS YOU SHOULD KNOW Insured: A person/party determined to be at fault Claimant: A person/party determined not to be at fault Claim Number: The legal tracking number for your property damage claim with the insurance company   AUTO BODY CONSUMER BILL OF RIGHTS DRP (Direct Repair Facility): a repair facility that has met or exceeded an Insurance Company's quality standards to receive that Insurance Company's referral work If you have coverage for damage to your vehicle under this policy it is our obligation to inform you that under California Code of Regulations, Title 10, Chapter 5, Section 2695.8.d.2.e, you have the right to select the vehicle repair facility of your choice. WE ARE PROHIBITED BY LAW FROM REQUIRING THAT REPAIRS BE DONE AT A SPECIFIC AUTOMOTIVE REPAIR DEALER. YOU ARE ENTITLED TO SELECT THE AUTO BODY REPAIR SHOP TO REPAIR DAMAGE COVERED BY US. WE HAVE RECOMMENDED AN AUTOMOTIVE REPAIR DEALER THAT WILL REPAIR YOUR DAMAGED VEHICLE. IF YOU AGREE TO USE OUR RECOMMENDED AUTOMOTIVE REPAIR DEALER, WE WILL CAUSE THE DAMAGED VEHICLE TO BE RESTORED TO ITS CONDITION PRIOR TO THE LOSS AT NO ADDITIONAL COST TO YOU OTHER THAN AS STATED IN THE INSURANCE POLICY OR AS OTHERWISE ALLOWED BY LAW. IF YOU EXPERIENCE A PROBLEM WITH THE REPAIR OF YOUR VEHICLE, PLEASE CONTACT US IMMEDIATELY FOR ASSISTANCE. Auto Body Consumer BILL OF RIGHTS A CONSUMER IS ENTITLED TO: 1) SELECT THE AUTO BODY REPAIR SHOP TO REPAIR AUTO BODY DAMAGE COVERED BY THE INSURANCE COMPANY. AN INSURANCE COMPANY MAY NOT REQUIRE THE REPAIRS TO BE DONE AT A SPECIFIC AUTO BODY REPAIR SHOP. 2) AN ITEMIZED WRITTEN ESTIMATE FOR AUTO BODY REPAIRS AND UPON COMPLETION OF REPAIRS, A DETAILED INVOICE. THE ESTIMATE AND THE INVOICE MUST INCLUDE AN ITEMIZED LIST OF PARTS AND LABOR ALONG WITH THE TOTAL PRICE FOR THE WORK PERFOMRED. THE ESTIMATE AND INVOICE MUST ALSO IDENTIFY ALL PARTS AS NEW, USED, AFTERMARKET, RECONDITIONED, OR REBUILT. 3) BE INFORMED ABOUT COVERAGE FOR TOWING SERVICES. THE INSURER SHALL PAY REASONABLE TOWING AND STORAGE CHARGES INCURRED BY THE INSURED TO PROTECT THE VEHICLE AND PROVIDE REASONABLE NOTICE TO AN INSURED BEFORE TERMINATING PAYMENT FOR STORAGE CHARGES SO THAT THE INSURED HAS TIME TO REMOVE THE VEHICLE FROM STORAGE. 4) BE INFORMED ABOUT THE EXTENT OF COVERAGE, IF ANY, FOR A REPLACEMENT RENTAL VEHICLE WHILE A DAMAGED VEHICLE IS BEING REPAIRED. 5) BE INFORMED OF WHERE TO REPORT SUSPECTED FRAUD OR OTHER COMPLAINTS AND CONCERNS ABOUT AUTO BODY REPAIRS. COMPLAINTS WITHIN THE JURISDICTION OF THE BUREAU OF AUTOMOTIVE REPAIR Complaints concerning the repair of a vehicle by an auto body repair shop should be directed to: Toll Free (800) 952-5210 California Department of Consumer Affairs Bureau of Automotive Repair 10240 Systems Parkway Sacramento, CA 95827 The Bureau of Automotive Repair can also accept complaints over its website at: www.autorepair.ca.gov COMPLAINTS WITHIN THE JURISDICTION OF THE CALIFORNIA INSURANCE COMMISSIONER Any concerns regarding how an auto insurance claim is being handled should be submitted to the California Department of Insurance at: (800) 927-HELP or (213) 897-8927 California Department of Insurance Consumer Services Division 300 South Spring Street Los Angeles, CA 90013 The California Department of Insurance can also accept complaints over its website at: www.insurance.ca.gov All supplements must be pre-approved before any work can be completed.   Rancho Auto Body 591-A Westlake Encinitas, CA 92024 (760) 942-4213 Fax: (760) 942-7829 Top of page