Are You Tired of Being a Bill Collector Instead of a Body Shop?

Running an auto body shop used to mean focusing on what you do best — repairing vehicles and restoring them to their pre-accident condition.But somewhere along the way, it seems like body shops have been forced into a completely different role: bill collectors.

Every week, shops across the country are spending hours — even days — chasing insurance companies for payments they rightfully earned. Phone calls, emails, supplements, denials, justifications, re-justifications... the list goes on. Instead of focusing on repairs, craftsmanship, and customer service, you're stuck fighting battles just to get paid for the work you already performed.

This isn't why you opened your business.

How Did We Get Here?

Insurance companies have slowly shifted the burden onto repairers over the years. They question every line item, undervalue repairs, delay authorizations, and expect shops to accept partial payments — leaving you to either absorb the loss.

Meanwhile, the customer thinks everything is "covered" because they pay for insurance. You may end up in the uncomfortable position of explaining that the insurer isn’t covering necessary repairs — and worse, that the customer might owe out-of-pocket because you didn't have that conversation up front.

Now you’re not just repairing cars. You’re explaining insurance policies, negotiating claim payments, writing supplements, fielding angry phone calls, and dealing with slow or missing checks.

You’ve become a bill collector — and it’s burning you out.

The True Cost to Your Shop

Being forced into this role costs your business more than just frustration:

• Lost time: Time spent chasing payments could have been spent scheduling more repairs, improving processes, or growing your business.

• Lost profits: Every unpaid or underpaid repair is money your shop earned — and lost.

• Strained customer relationships: Customers often get confused or upset when they’re asked to cover short-pays. Even though it’s the insurer’s fault, you’re the one left to deliver the bad news.

• Low morale: Your team didn’t sign up for endless paperwork and arguments. They signed up to fix cars.

It’s Time for a Change

You didn’t build your business to be a collections agency. You built it to deliver quality repairs and take pride in your craftsmanship.

The solution starts with a mindset shift: You are the repair professional — not the middleman between the insurance company and the customer.

Here’s how you start taking back control:

• Write complete repair plans, not estimates.Base your pricing and procedures on what the vehicle needs, not what the insurer is willing to pay.

• Communicate clearly with customers from the start.Let them know insurance may not pay for everything. Set expectations early about their responsibility for any shortfall.

• Use proper documentation.Keep detailed records of all necessary procedures, OEM guidelines, and communications.

• Bill the customer — not the insurance company.Your agreement is with the vehicle owner, not the insurer. The customer can pursue reimbursement for any unpaid items if necessary.

• Know your rights and educate your team.Many states protect repairers and vehicle owners against unfair claims practices. Make sure you understand the laws that apply to you.

You're a Body Shop — Act Like It

Insurance companies are counting on you to accept less, avoid confrontation, and just “deal with it.”But the shops that thrive today are the ones that refuse to play by those rules.

You are not a bill collector. You are not an insurance adjuster. You are a professional repairer — and it’s time to run your business like one.

Focus on delivering the safest, highest quality repairs possible.Stand firm on your pricing, your repair procedures, and your worth.

Your shop — and your sanity — depend on it.

Need help transitioning your shop back to focusing on repairs instead of collections?At Nexus Claim Services, we help body shops implement proven processes that put them back in control. Contact us today to learn how to build a repair-first, insurance-second business model that gets you paid fairly — without playing bill collector.