A C O N S U M E R ' S G U I D E

A CONSUMER’S GUIDE

AUTO

BODY

REPAIR

KNOW WHAT YOUR

POLICY COVERS

Whenever you purchase new car insurance or renew existing coverage,

know what your policy covers. Pay careful attention to rental car coverage,

the type of parts that are covered under your policy (original equipment

manufacturer parts or non-original equipment manufacturer parts),

diminished value, and what type of warranty, if any, your insurer provides.

Please remember this is your vehicle being repaired with your insurance

(or, if someone else caused the accident, with their insurance). You have the

right to make decisions in having your vehicle repaired. Make sure you are

informed of your rights before, during, and after the repair process.

RIGHT TO CHOOSE

YOUR REPAIR SHOP

You have the right to select the repair facility that you want to use and to

participate in the decisions regarding the repair of your vehicle. In making

this choice, you should look into the shop’s reputation and quality of repair.

 Under Mississippi aw, an insurance company

may not tell you where you must have your

repairs made.

 An insurance company can recommend and

describe a repair facility where they have a

reationship, but they cannot refuse to pay

a caim because the repairs were made at a

particuar repair facility.

 The most an insurance company is required

to pay for the repair is the lowest amount that

your vehicle could be properly repaired by

an auto body repair shop within a reasonable

geographical or trade area. You may have to

pay a portion out of pocket if the amount

charged at your chosen shop is more than

the amount another shop in your area would

charge to make a proper repair.

 The cheapest estimate of repair cost does

not always include all procedures and parts

necessary to properly repair the vehicle.

 In the past few years, technology has vastly

changed car design and repair. Consequently,

auto body repair shops have had to train their

workers to become certified technicians for

certain newer model cars and to invest in

expensive computers and tools in order to

make these repairs.

 These new technologies and training may be

necessary to make a proper repair, and shops

with certified technicians, modern tools and

technology may charge more than shops

without these technologies. Depending on the

year, model, and make of your vehicle, you

should make sure these considerations are

part of your discussions with the insurance

company when choosing a shop.

 You may choose an auto body repair shop for

any reason that is important to you. However,

make sure the shop’s employees are trained to

repair your particuar make, model, and type

of repair required.

 Get a detailed estimate beforehand and ask

about written warranties.

 Ask questions about costs and fees up-front,

before authorizing repair work.

PROPER REPAIR

You have the right to expect that the insurance company will pay for proper

repair procedures according to Mississippi state aw and the terms of

your insurance policy. The damage that may be covered and what may be

provided are defined in the policy. Policies often refer to the actual cash

value of the property immediately prior to the loss or the amount necessary

to properly repair the damage.

A proper repair is performed pursuant to the original equipment

manufacturers’ (OEM) repair procedures and using OEM or OEM-

equivalent parts that have been properly tested pursuant to or meet the

manufacturers’ specifications. It is the duty of your insurance company (or

the other party’s insurance company) to pay for a proper repair. It is the

auto body repair shop’s responsibility to make the proper repair.

Most auto body repair shops provide a repair warranty, but check the terms

and duration. Your insurance company may provide a warranty if you go to

a certain shop. Find out whether this warranty is in addition to the warranty

provided by the shop or is really referring to the same warranty.

PRE-REPAIR CONSIDERATIONS

Determine the amount of out-of-pocket costs before repairs begin. This

could include an insurance deductible and non-covered costs (such as a

rental car if not provided by your policy).

Before the auto body repair shop begins your repair and before you sign an

“authorization of repair” or “direction of payment,” consider at least asking

the following questions:

1 . Ask the shop about the repair process for your vehicle and how it

compares to manufacturer guidelines for those procedures,

2. Ask what storage, administrative, and diagnostic fees you may have

to pay out-of-pocket, when those apply, and what the administrative

costs include, and

3. Confirm that the shop and the auto insurance company agree on the

cost, parts, and steps of the repair before the repair begins.

If additional damage is discovered, shops can give supplemental estimates

to the insurance company expaining the additional costs. However, if they

disagree, it may cause a deay in repairs, and a shop could possibly refuse to

release the vehicle until the full amount is paid.

Your insurance policy may include an appraisal cause for instances in

which you disagree with the insurance company’s estimate of repairs.

Review the appraisal cause in your policy to know how it works before

using. These causes usually allow you and the insurance company to obtain

independent estimates, although you may be required to pay for one of

those as well as for the umpire.

Under federal aw, a part may not be used if it will make safety systems and elements of

the vehicle, which are reguated by Federal Motor Vehicle Safety Standards, inoperable. You

have the right to expect that the parts repaced will operate and fit correctly and that the

portions of the vehicle damaged in the accident will function correctly after the repair.

PARTS ARE CLASSIFIED AS:

New Parts

Generally, these parts are made to the original manufacturer’s specifications, either by

the Original Equipment Manufacturer (OEM) or an aftermarket independent company

Remanufactured, Rebuilt, and Reconditioned Parts

These terms basically mean the same thing: parts should

have been restored to a sound working condition. Many

manufacturers offer a warranty covering repacement parts

but not the abor to install them.

Salvage or Recycled Parts

These parts are used and taken from another simiar

vehicle without any changes. Salvage parts may be the only

source for certain items, though they’re seldom reliable.

TYPES OF PARTS

USED IN REPAIR

You have the right to decide what type of part is used if your vehicle needs

them repaced due to the accident. By aw, if non-OEM parts are used, it

must be listed on your estimate.

Your auto insurance policy may only pay for used or non-OEM parts where

those parts would properly repair the vehicle. If you choose new Original

Equipment Manufacturer (OEM) parts in this instance, you may have to pay

out-of-pocket.

Prices and quality of parts vary. If a part does not fit or work properly, then other

parts may be necessary at additional cost to you or the insurance company.

AFTER THE REPAIR

After the repair is complete and ideally before leaving the auto body repair

shop, inspect your vehicle and confirm that the damage caused by the

accident has been repaired, possibly including whether:

The gaps between the body panels are the same,

The distance from tire to fender is the same on each side,

The doors, hood, and deck lid open and close smoothly,

The headlights and brake lights work and are even,

All electronic accessories work,

Freshly painted areas match color in a variety of lighting, and

No warning lights are on.

When you start your vehicle, listen for any unusual noises and test the feel

and operation of your vehicle, checking that the vehicle is aligned properly,

that the steering wheel drives straight, and that the brakes work properly.

If you believe anything is wrong, return the vehicle to the repair facility

immediately and inform them of the issues you are experiencing. Keep

all paperwork regarding the repair, particuarly any information about

warranties.

ADDITIONAL RESOURCES

To learn more about auto insurance or diminished value caims, to find out if

compaints have been filed regarding auto insurance companies, or to file a

compaint, go to www.mid.ms.gov/consumers/auto-insurance.aspx.

To find out if compaints have been filed regarding auto body repair

shops or call 601-359-4230. The Better Business Bureau may also have

information at www.bbb.or g/mississippi.

Scan this QR Code to file a consumer compaint.

To learn more about protecting yourself and your vehicle, go to

www.consumer.ftc.gov/articles/0211-auto-repair-basics and www.i-car.com.

To learn more about auto repair training and references, go to

www.i-car.com/.

To learn more about manufacturer recommendations, go to

www.crashrepairinfo.com or www.oem1stop.com.

THIS DOCUMENT DOES NOT CREATE OBLIGATIONS BEYOND CURRENT STATE AND

FEDERAL LAW.

The Mississippi Attorney General’s Office appreciates the extensive input of multiple

industries in the creation of this Guide. We especially thank those who issue this guide in

conjunction with the Mississippi Attorney General’s Office.

Office of the Attorney General

P.O. Box 220

Jackson, MS 39205-0220

601-359-6766

800-829-6766