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Don't be steered into another accident by your insurance company or the other parties insurance company. Did you know some insurance companies have ownership in some shops? Makes you wonder who the customer really is. Schertz Auto Service does not participate in many of the repair networks because of the concessions or stipulations in the contracts which generally leads to a lower cost/lower quality repair. We believe we have a responsibility to the vehicle owner who is ultimately our customer not the insurance company.

Here is what the state says:

By law, you have the right to select where your motor vehicle is repaired and the parts used for repairs. However, an insurance company is not required to pay more than a reasonable amount for such repairs and parts. your rights concerning motor vehicle repairs are explained in the insurance code, article 5.07-1, a copy of which will be mailed to you within 15 business days on request.

Section 5.501 was adopted to become effective August 17, 1998

Know your rights... Know these facts:

  1. By law, you may have your car towed to and repaired at any repair facility you choose.
  2. Only one estimate is required to determine the amount of damage.
  3. Check with your agent to determine if a rental car is available under your policy.
  4. Make sure that the insurance company pays for all covered repairs.
  5. Choose a repair shop carefully. Your future safety depends on quality workmanship today.
An insurer may not directly or indirectly limit the insurer's coverage under a policy covering damage to a motor vehicle by specifying the brand, type, kind, age, vendor, supplier, or condition of parts or products that may be used to repair the vehicle; or limit the beneficiary of the policy from selecting a repair person or facility to repair damage to the vehicle.

It appears that a majority of auto insurers in the State of Texas have forgotten the basic rules and the Texas Attorney General issued a bulletin to Auto Insurance companies reminding them of their responsibilities to claimants regarding vehicle damage. SEE BULLETIN

Choose a body shop carefully. Ask as many questions you have, until you are comfortable with the body shop.

Call your insurance company and tell them where you would like to have your vehicle repaired.


REMEMBER, IT'S YOUR CAR, YOUR CHOICE.

If you have any doubts about what to ask your insurance company feel free to contact contact us. We will explain the common procedures of your insurance company. Insurance companies use carefully crafted word tracks because the state does not allow insurance companies to "direct", "steer" or "refer" customers to a particular shop (or they are not supposed to, and that's the reason the Attorney General had to issue a bulletin reminding them of this), so they have come up with the following word tracks to intimidate the customer into thinking they have to do what the insurance company says, or they will not pay the claim. Some companies also have bonus programs for employees that steer claims to the networks, so don't think that they have your best interest in mind. Most of these claims people have never seen a particular shop, nor have any knowledge of any of the staff, they are just directing claims to whoever their company has a "deal" with so that they hit a bonus quota.

Whether you choose to use us or another repair shop. Don't be manipulated by insurance companies word tracks.


The Un-Truths

These are often heard phrases from Insurance Companies when you want to bring your vehicle to Schertz auto Service or any shop that is not on their "List", and what the facts are as well as what your response to the insurance carrier should be.

1. "They are not one of our network shops and they are not on our list, we can't guarantee the repairs" FACT - We are not on every-body's list, that is because we do not want to be. We identify the vehicle owner as our primary customer, not the insurance company. As for guaranteeing our work, they do not need to, as we have our own nationwide lifetime guarantee. When have you ever seen an insurance company with a car being repaired in their office? Truth is they will send you back to whomever you selected off their list.
SmileWhat your response should be: Actually Schertz Auto Service guarantees all their work.
2. "If you use them, we can't get an adjuster out for several days, if you take it to our network shop we will have someone start on it right away". FACT - This is just another ploy to steer you, we have heard insurance companies tell our customers how busy they are and they can't get someone out for 7 or 8 days, when we know their staff appraisers have little to do. Most companies are required to appraise a vehicle within 72 hrs.
SmileWhat your response should be: If you value my business, you'll get an appraiser out there ASAP, otherwise I may go insurance shopping.
3. "If you use that shop you will have to pay for some out of pocket expense and that may include the rental car" FACT - This is not true, but some insurance companies will try to force you into a rental reimbursement, which means they will either try to get you to pay with a credit card and then reimburse you, or offer to send check for x amount of rental days(which you should promptly refuse to do) . Most companies have direct bill agreements with rental companies, but they do not always disclose that. Always remember as a claimant against a company, that you also have specific rights that a policyholder may not have.
SmileWhat your response should be: I don't anticipate that. After all, you as my insurer are obligated to pay the reasonable costs of repairs.
4. "They charge more than the prevailing rate and you will have to pay the difference in repair cost" FACT - There are very few cases where we have charged a customer the difference between what the actual cost were and what the insurance company was willing to pay. We will say that each customer collected the difference from the insurance company after a few phone calls. The laws states that the insurance company will pay the reasonable cost of repairs and case law has already determined that labor rate differences of $2-$4 an hour in a given market area is reasonable and competitive. Sometimes when there are discrepancies in the repair cost, it's because a carrier is trying to force us to do something that is not in your best interest. We can assist you in filing the complaint with the State Department of Insurance. It is a simple form that we will fill out for you and e-mail it.
SmileWhat your response should be: I don't anticipate that. After all, you as my insurer are obligated to pay the reasonable costs of repairs.
5. "Claims take longer to settle if you use them" FACT - Well, we do look after everything for you, including making rental car arrangements and dealing with the appraiser. The only thing that takes longer is they are sometimes slow to respond and they do not pay us as quickly as they pay their preferred providers.
SmileWhat your response should be: The only reason the repairs might take longer is usually as a result of a poorly written estimate on the insurers'  part as well as the subsequent delays the repair shop will have dealing with you. These delays generally result in stoppage of work while the repair shop waits for your approvals and payment. Under section 1952.301 of the Texas Insurance Code, it specifies that an insurer may not directly or indirectly limit the insurer's coverage under a policy covering damage to a motor vehicle by"
1. specifying the brand, type, kind, age, vendor, supplier, or condition of parts or products that may be used to repair the vehicle; or
2. limiting the beneficiary of the policy from selecting a repair person or facility to repair damage to the vehicle.  SEE BULLETIN

These are just a few of the word tracks used to manipulate the customer into using a specific repair facility. Be careful it's your vehicle, your investment, you have the right to make the choice on who repairs your vehicle.

We would be more than happy to assist you in the claims process. The truth is we work with about every company out there, more importantly we do not lose sight of who the customer is. We realize the investment that you have in your vehicle, and we want to make sure the value of your investment is not diminished through poor quality visible repairs. Most insurance companies play a game that says you will not keep your vehicle very long, so they are not to worried about using sub-standard parts. The bad news about this is that while an insurance company may save $50 on a part, you the unsuspecting customer could be loosing hundreds or even thousands of dollars when it comes time for you to trade your vehicle. If a company chooses to use these types of parts we will be more than happy to provide you with the name of a company that may be able to file a diminished value claim on your vehicle, which could compensate you for the usage of these types of parts.

Ask us what insurance companies we recommend, we always prefer companies that have local agents that can meet with you face to face. We are not a fan of most of the Internet based insurance policies, BEWARE you get what you pay for. You do not realize the value of a good company until you have a claim. If you need any help deciding on which insurance carrier to buy your policy from, ask or call your local body shop. We can tell you which insurance companies are customer service friendly and will help with your insurance claim meets every step of the way. Some insurance companies make you feel that they have your best interest in mind. When in reality they are just managing their bottom line.

Want to compare insurance rates in our area and look at the complaint index? Check out this site www.helpinsure.com

Want to contact the State Insurance Department?

TEXAS DEPARTMENT OF INSURANCE
P.O. BOX 149091
AUSTIN, TX 78714-9091
Telephone:1-800-252-3439
Fax Number: 512-475-1771
Web Address: www.tdi.state.tx.us


Other Pages of Interest

What to Save Your Deductible? Read this important message!

Direct Repair Shops - Why this may not be a good deal for you!

What Insurance Companies Don't Tell You.

Repair Rip offs

10 Things to Know About Collision Repair

Your Rights

Diminished Value - Why this is important especially if you are a claimant against another company.