See your repair in progress
Massachusetts Auto Insurance & Your Right to Choose a Collision Center
The collision center you choose can have a significant impact on your vehicle’s appearance, performance, structural integrity, safety systems and advanced technology. That’s why we believe it’s important to understand your rights before deciding where your vehicle will be repaired.
In Massachusetts, you have the right to choose the collision center that repairs your vehicle.
You do not have to use the shop recommended by your insurance company or a shop that participates in its referral program.
And when your vehicle requires manufacturer-specific repair procedures, specialized equipment, OEM parts or ADAS calibration, choosing a manufacturer-certified collision center can make an important difference.
.
Your insurance company cannot require you to have your vehicle repaired at a specific collision center.
Massachusetts law expressly prohibits an insurer or appraiser from requiring that repairs be made at a particular repair shop or list of repair shops.
Your insurer may recommend a repair facility or provide a list of referral shops. The choice is still yours.
The insurance company handles your claim. You choose who repairs your vehicle.
.
Insurance companies may have referral or direct-payment programs with participating repair facilities. These programs can offer certain conveniences and guarantees, but you are not required to use a referral shop simply because your insurer recommends one.
Massachusetts regulations specifically state that if you accept direct payment, you may choose to have your vehicle repaired at any repair shop, whether or not it is an insurer’s referral shop.
If you choose an insurer’s referral shop, the insurer may provide a guarantee of the quality of the materials and workmanship. That guarantee is an additional benefit of the referral program—it does not take away your right to choose another repair facility.
.
Your Massachusetts auto policy provides coverage according to the terms, conditions, limits and deductibles of your individual policy.
For a covered collision claim, the policy provides coverage for direct and accidental damage to the insured vehicle, subject to the applicable policy provisions. The standard Massachusetts Automobile Insurance Policy also provides that repair costs are covered up to the actual cash value of the vehicle or applicable part.
Choosing your own collision center does not eliminate your insurance coverage.
However, your insurance company does not necessarily have to pay any amount a repair facility charges simply because you selected that facility. If there is a difference between the insurer’s approved amount and the repair cost, you may be responsible for a co-pay in addition to your insurance deductible or incur an out-of-pocket expense
.
You can request new, genuine OEM parts for your repair.
But it’s important to understand what Massachusetts insurance regulations actually require.
If a damaged part affects the safe operation of your vehicle, Massachusetts guidance states that the insurance company will pay for an OEM replacement part.
For non-safety-related parts, Massachusetts allows the use of used, reconditioned or aftermarket parts in certain circumstances. For vehicles with more than 20,000 miles, you may insist on OEM parts, but you may be responsible for the difference in cost.
That’s why it is worth asking your collision center:
What part is being proposed? Why is it appropriate for my vehicle? Is it OEM, aftermarket, recycled or reconditioned? And does the manufacturer specify a particular part or repair procedure?
At a manufacturer-certified collision center, technicians can use the vehicle manufacturer’s repair information to determine the appropriate repair procedures, parts and calibrations for that vehicle.
.
Modern vehicles are sophisticated safety systems on wheels.
A collision can affect:
A repair can look perfect on the outside and still require additional procedures to ensure the vehicle operates as the manufacturer intended.
That’s one reason manufacturer certification matters.
Your vehicle manufacturer designed your vehicle, engineered its safety systems and established repair procedures for it.
A manufacturer-certified collision center has demonstrated that it meets specific requirements established by that automaker, which may include:
Technicians trained in the manufacturer’s repair methods and vehicle-specific technologies
Access to the repair information and procedures needed to restore the vehicle according to manufacturer requirements.
Equipment required for vehicle-specific structural, electrical, diagnostic and calibration procedures.
The ability to properly diagnose and calibrate applicable ADAS and other vehicle systems following a collision.
The ability to source and install manufacturer-approved parts when required or selected.
This page is provided for general educational and informational purposes only and is not legal, insurance or financial advice. Insurance coverage varies by policy, endorsements, circumstances of the loss and applicable law. Nothing on this page is intended to interpret or modify your insurance policy or create any obligation for an insurance company or repair facility. For questions about your specific coverage or claim, review your policy and consult your insurance company, attorney or other qualified professional.
Information should be verified against current Massachusetts law, regulations and your individual insurance policy before making decisions regarding a claim or repair.
