Why Body Shops Must Stop Letting Insurance Companies Control the Repair Process

Let’s get one thing straight: Body shops are not extensions of insurance companies. They're repair professionals, entrusted with restoring a vehicle to its safe, pre-accident condition—not to cut corners because an adjuster says “that’s not covered.”

But somewhere along the line, the industry bent the knee. Shops started asking for permission instead of providing direction. That needs to stop.

The Model That’s Failing Us

The Insurance-Driven Estimate Model is broken. The process looks like this:

Customer drops off their car (when the insurer says).

Shop writes a quick estimate based on visible damage.

Insurer “reviews” and underwrites the estimate.

Shop is forced to supplement after teardown.

The cycle repeats—delays, denials, and bullshit.

Meanwhile, the shop’s liability rises, the techs are underpaid, and the customer is left in the dark.

The Model That Actually Works

I stand behind a better way—the Repair-Driven Model:

1. Shop schedules the vehicle drop-off based on their own availability.

2. Full disassembly is performed to reveal all damage.

3. A complete repair plan is created with all OEM procedures, scan data, ADAS documentation, and parts.

4. That repair plan is submitted to the insurer.

5. The shop performs the proper repair.

6. The insurer pays what they will. Anything not covered is the vehicle owner’s responsibility.

This is how it should work—because the shop, not the insurer, is responsible for the quality and safety of the repair.

The Pushback (And Why It’s Weak)

Let’s dissect the most common excuses shops throw around to justify staying in the insurer’s pocket.

1. “Customers won’t pay out of pocket.”

That’s fear talking. Not fact. Educated customers will pay when you show them what’s being missed and how it impacts safety, value, and warranty. You’re not selling extra services—you’re exposing what the insurer is skipping.

2. “We’ll lose work to other shops that take whatever insurance gives.”

Sure. You’ll lose low-margin, liability-ridden work. You’ll also gain better jobs, better margins, and loyal customers who trust you—not the insurer. You have to decide if you’re running a shop or a charity for insurance companies.

3. “Insurance won’t approve the repairs unless they control the estimate.”

Who cares? You don’t need their approval to repair a vehicle properly. Your duty is to the repair—not to their spreadsheet. The insurer is obligated to indemnify their insured. They don’t get to dictate how you repair a vehicle.

4. “We’re in a DRP—we don’t have a choice.”

Yes, you do. You’re choosing to stay in a relationship that caps your income, delays your process, and places the insurer in charge. DRPs are convenient handcuffs. If that’s your model, fine—but admit that you’ve traded freedom for volume.

5. “We can’t afford to fight every claim.”

If you’re barely surviving under the current model, you're already in a losing battle. The truth is: You can't afford NOT to fight. Every missed operation, every denied scan, every unpaid hour is profit you’re handing away—and liability you’re swallowing.

Lead the Repair—Don’t Follow the Estimate

This isn’t about being anti-insurance. It’s about being pro-repair. Shops that follow the proper process and stick to their standards will thrive. Those that let insurers write their playbook will slowly bleed out.

The repair process belongs to the shop. The payment process belongs to the insurer. And the decision to do it right belongs to you.