If you’ve worked in an auto body shop long enough, you’ve heard it time and time again—the insurer tells you, “We don’t pay for that.” Whether it’s OEM procedures, necessary pre- and post-repair scans, corrosion protection, or even something as basic as masking and feather edging, insurers often attempt to control costs by refusing to pay for critical repair procedures.
But here’s the truth: Insurance companies don’t dictate proper repairs—OEMs do.
The Insurer’s Responsibility: Restoring the Vehicle to Pre-Accident Condition
Insurance companies have one fundamental obligation: to restore the vehicle to its pre-accident condition as outlined in the insured’s policy.
This means they are responsible for covering all necessary repairs and procedures required to return the vehicle to its original safety, functionality, and appearance—using OEM-specified processes when required. When insurers refuse to pay for these procedures, they are neglecting their duty and shortchanging the policyholder.
Understanding the Insurer’s Game
When an adjuster claims “We don’t pay for that,” what they’re really saying is, “We don’t want to pay for that.” Insurers are in the business of minimizing payouts, and they rely on shops not pushing back. The problem is, this approach ignores proper repair standards and compromises repair quality, safety, and shop profitability.
How to Respond to the Insurer’s Excuse
1. Reference OEM Repair Procedures
Insurance policies state they must return the vehicle to pre-accident condition. That means following OEM guidelines, which specify necessary procedures to ensure a proper and safe repair. When an insurer refuses to pay for an OEM-required step, ask them, “Are you saying the manufacturer’s repair procedures are unnecessary?”
Be ready with documentation—screenshots, repair bulletins, and OEM position statements. If a shop follows a manufacturer’s specified repair process, the insurer has little ground to deny it.
2. Use Industry-Standard Documentation (P-Pages)
Estimating software like CCC, Mitchell, and Audatex contain P-Pages (procedure pages) that outline what is included—and not included—in standard operations. When an insurer refuses to pay for a necessary step, show them the P-Pages proving it is a separate and billable operation.
For example, let’s say the insurer refuses to pay for feather, prime, and block. CCC’s P-Pages explicitly state these are not included in refinish times and must be added separately. Hand them a copy and ask them to justify their refusal.
3. Reference the Insurance Policy and State Laws
Insurance policies are contracts between the insurer and the policyholder. Most policies state that repairs must be performed using industry-standard procedures and that the vehicle must be restored to pre-accident condition.
If the insurer refuses to pay for necessary repairs, they are potentially violating their own contract.
Additionally, many states have consumer protection laws requiring insurers to pay for proper repairs. For example, some states mandate that insurers cover OEM repair procedures when specified by the manufacturer. Know your state’s laws and use them to your advantage.
4. Educate the Vehicle Owner
Insurers count on the fact that most customers don’t know the details of their policy or repair procedures. If an insurer refuses to pay for something necessary, inform the vehicle owner. Many times, when customers push back, the insurer changes its stance.
Encourage the customer to ask their insurer:
“Are you refusing to restore my vehicle to pre-accident condition as required by my policy?”
“Are you willing to put in writing that you are refusing to pay for an OEM-required procedure?”
“If my vehicle is unsafe due to an improper repair, will you accept liability?”
When the customer gets involved and demands proper repairs, insurers often change their tune to avoid potential liability.
5. Utilize a Shop Advocate or Legal Support
If insurers consistently refuse to pay for proper procedures, consider seeking assistance from an attorney or industry advocate. Some shops successfully file Department of Insurance complaints when insurers engage in unfair claims practices. Having a legal or regulatory advocate can apply pressure that forces compliance.
The Bottom Line: Insurance Companies Are Bound by the Policy
Insurance companies do not get to pick and choose which OEM procedures they will or won’t pay for. If the insured’s policy states the vehicle will be returned to pre-accident condition, then insurers must cover the necessary procedures to achieve that standard.
The phrase “We don’t pay for that” is simply an attempt to avoid fulfilling the policy’s obligations. As a repair professional, your job is to protect the integrity and safety of the repair. By presenting OEM documentation, educating the customer, and holding insurers accountable to the policy, you ensure the vehicle is repaired correctly and your shop is compensated fairly.
A proper repair is not negotiable. The next time an insurer says “We don’t pay for that,” remind them that:
1. You don’t work for free.
2. You follow OEM repair procedures.
3. Their responsibility is to restore the vehicle to pre-accident condition as per the insured’s policy.
And that’s not just a suggestion—it’s their contractual obligation.
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