Ask an Expert: What is a tactic called steering?

by John and Theresa Kightlinger

After making an accident claim to an insurance company, the insurer may say you must go to a certain shop to repair the vehicle.
You also could be told you can’t use another shop of your choice.
Insurance companies that do this are engaging in a tactic known as “steering.”

1. What is steering?
   A. Steering is designed to direct customers to a shop that they know does cheap repairs. When talking to your claims representative, it is a very common practice for them to attempt to steer you to their preferred body shop to have the repairs completed. Steering is illegal in Michigan; however, it is still a common practice. Do not be intimidated or coerced into taking your vehicle somewhere just because the insurance company wants you to use a particular shop. By law, you have the right to have your vehicle repaired by the repairer of your choice.
2. What are some FALSE things you may hear when you report a claim to your insurance company?
   A. Here are some common FALSE statements used in steering:
   – We will not pay for your rental.
   – It will take a longer time to inspect your vehicle.
   – We can NOT guarantee the repairs. (Insurance companies don’t guarantee any repairs. They are guaranteed by the body shop that does the repairs.)
   – Your warranty will be void.
   – You may have to pay extra money for the claim.
   – We (the insurance company) have had problems with that shop before.
   – They will say anything that may make you think you are making the wrong decision by NOT choosing their suggested insurance repair shop.
3. Why do they steer?
   A. They steer in an attempt to cut repair costs at your expense. They use shops that have strict guidelines only to perform quantity of repairs not quality repairs.
   – They control what types of parts are put on the vehicle (the cheapest available).
   – They control what vendors the body shops get parts from (the cheapest available).
   – They control the rental car company that is used.
   – They control the amount of days it should take to repair a vehicle.
4. How can a policyholder avoid being steered?
   A. Steering can be avoided by simply knowing your rights after an accident. Call a body shop that you trust.
   – Be adamant about having your vehicle repaired at the shop of your choice.
   – Bring your car to your shop of choice and report the claim from their office.

John and Theresa Kightlinger own My Body Shop at 401 N. Clinton St., Stockbridge. The couple have lived in the area and raised their children here over the past 20 years. John has been in the auto body business since 1985, and Theresa began work at General Motors after high school. Between the two, they have been working on cars for more than 75 years.