INSURED MOTORISTS' RIGHTS IN ARIZONA

Collision Repair / Body Shop

As an insured vehicle owner, you have rights. To read the Arizona Revised Statute: Policyholder Choice of Repair Facility, click here. www.azleg.gov/FormatDocument

The information is designed to assist you in handling a claim with your own insurance company. It will answer your most frequently asked questions.

Q. & A.

  1. 1. Must I obtain more than one estimate?
  2. No. Unless your policy states otherwise, you need not obtain more than one estimate.

  3. 2. Am I required to take my vehicle to a drive-in claims service?
  4. No. Unless otherwise stated, your insurance policy requires only that you report the accident and tell the insurance company where it can inspect your car.

  5. 3. I was told to take my vehicle to a specific repair facility. Am I required to do this?
  6. No. Unless your policy states otherwise, you may take your vehicle to any collision repair facility of your choice. Recent legislation states you have the right to choose. Do not be misled.

  7. 4. If my vehicle is not drivable or if I feel it is not safe to drive, what should I do?
  8. Select the collision repair facility of your choice. Have your vehicle towed to your desired facility. Then contact your insurance company and advise them of the vehicle’s location.

  9. 5. Who is responsible for the safety and quality of the repair? Who guarantees it?
  10. The collision repair shop / body shop is fully responsible.

  11. 6. If the insurance company and I do not agree on how my vehicle should be repaired, what can I do?
  12. If you have a collision claim and the insurance company appears to be unreasonable, you should first ask to talk to the supervisor of the adjuster with whom you are having a problem. Attempt to settle the matter with him or her. If that fails, contact your insurance agent or the association office if they are an ASA member. If you are still unable to settle the matter, you should contact the Arizona Department of Insurance at (602) 912-8444 and file a complaint.

  13. 7. What can I do to assure quality repairs in a timely manner?
  14. Bring your vehicle to an ASA member facility. Contact your insurance company or agent to report the accident and tell them whom you have selected to repair your vehicle safely.

  15. 8. If I’m not at fault in the accident should I use my policy or try to collect from the other driver?
  16. Try to collect from the other driver’s policy. You won’t have to pay a deductible and are entitled to a rental car while yours is being repaired. No accident will be charged against your policy. You should notify your insurance company however.

For a list of member ASA facilities in your area, Go to our Shop Locator:

Tips on Finding a Dependable Repair Facility


With the recent announcement of the Attorney General’s Automotive Repair “Sting” operations, consumers must do their homework before taking their vehicle in for repairs. The Automotive Service Association (ASA), the largest non-profit national trade association of its kind, recommends that you follow some simple guidelines when evaluating an automotive service business to find the right match for your vehicle.

Training: Ask if technicians are ASE-certified (mechanical) or I-CAR trained (body shop). Businesses are proud to have qualified technicians and display these certificates and diplomas in their customer waiting areas. Many facilities support ongoing technical and management training and attend industry training throughout the year.

Affiliations: Ask about the facility’s industry and consumer affiliations. Being affiliated to local organization and industry association demonstrates their interest in the community and the industry. Business owners need to be aware of trends in the industry and keep up with changes in equipment and technology and industry associations provide that.

First Impressions: Expect the automotive service facility to be neat, clean and well organized. Will you have peace of mind leaving your car at the facility while being repaired? Are the employees helpful, courteous and clean? This will give you an idea of how you will be treated throughout the service of your vehicle.

Referrals: Get referrals from friends, relatives, or neighbors. They will be honest with you about their experience at a facility.

Websites: There are many referral sites on the internet. Check out the site and learn a little about the facility. Check out the Better Business Bureau (BBB) to see if the facility has had complaints and if they have been resolved.

Code of Ethics: In Arizona, there is no regulation on the automotive industry. The only requirement of open an automotive business is to have a business license. Reputable businesses are involved in the community, belong to industry associations, attend ongoing technical and management training, have proper insurance, perform quality repair services. Members of the Automotive Service Association have agreed to adhere to the association’s Code of Ethics written with consumers in mind that can be found on the association’s website: asaaz.org.

For a list of member ASA facilities in your area, Go to our Shop Locator:

For More Car Care Tips, visit: http://www.carcare.org/car-care-resource/car-care-tips/

To find a shop you can depend on, use our shop locator, found on the top left side of all pages.