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Repair shops

Do I have to use the repair shop my company recommends?

No. Oregon law prohibits an insurer from requiring you to use a certain repair shop.

Many insurers have relationships with repair shops. Some consumers like the idea of a repair network; some do not.

Before you sign a contract with the repair shop, notify your insurer and make sure you understand what the insurance company will pay. If you choose the most expensive shop in town, the insurance company may not be willing to pay the whole amount.

Is the insurance company is responsible for the quality of repairs even if I choose the shop?

Insurance companies must work with the repair shops within their networks to make sure damaged vehicles are returned to pre-loss condition. But they aren’t responsible for repairs done outside their network, so carefully choose your repair shop. Get referrals from people you trust and check for complaints with the Better Business Bureau and the Department of Justice. Make sure you are satisfied with the finished work before the insurance company pays the repair shop.

Does the insurance company have to pay for new factory parts to fix my car?

Actually, no. Insurance companies can opt for aftermarket or recycled parts instead, as a way to help keep your premium costs down. For your protection, Oregon law requires that aftermarket parts be certified equivalent to factory parts by an independent testing facility.

Questions or complaints?

File a complaint online or contact us:

888-877-4894 (toll-free)

Insurance
Email DFR.InsuranceHelp@oregon.gov

Financial services
Email DFR.FinancialServicesHelp@oregon.gov

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