Does insurance have my best interest in mind when handling my auto claim?

This month's blog topic is about insurance claims and how they are handled. Does insurance have my (and my car’s) best interest in mind when handling my auto claim? That’s a very important question and the honest answer is: not always. What most people don't know is that insurance companies take no liability for any repair done to your vehicle. That liability falls on the chosen repair facility. But what is particularly odd is that they have no problem dictating repairs at their “preferred” shops and then when something goes wrong, they take no liability.

Let’s break it down clearly and fairly

1. Insurance Companies Are Businesses First

Insurance companies make money by collecting premiums and minimizing claim payouts. When you file a claim, the insurer’s financial interest is to:

● Pay as little as legally required by dictating repairs, incentivising using “preferred” shops,

● Close the claim quickly, and

● Avoid setting precedents for higher payouts.

That doesn’t mean they’re out to harm you — but their incentives don’t perfectly align with yours. Their incentives are money driven and yours should be safety and accountability driven.

Your goal should be:

To have your vehicle restored back to pre-accident condition safely and fully using OEM parts and procedures performed by a high quality collision repair facility.

Their goal:

To settle the claim at the lowest possible cost regardless of repair procedures or safety obligations.

2. Their “Duty of Good Faith” Has Limits

Insurers are legally required to act in good faith, meaning they must handle your claim fairly, honestly, and without unnecessary delay.

However, “fair” doesn’t always mean “generous.”

They will still:

● Dispute repair methods even with certified shops,

● Demand the use of cheaper aftermarket parts,

● Refuse certain supplemental items even with OEM documentation causing delays the

body shops repair process, or

● Argue your car’s value down in a total loss situation.

3. Adjusters Work for the Insurance Company

Even if your adjuster seems friendly (and many are!), they’re not your advocate — their job is to protect the insurer’s interests. They follow company guidelines and often have limits on what they can approve without supervisor sign-off.

That’s why many consumers rely on:

● Independent repair shops (who work for you, not the insurer), or

● Public adjusters (in large or complex claims), or

● Attorneys (in severe losses or bad-faith disputes).

4. “Preferred Shops” Benefit the Insurer

Direct Repair Program (DRP) shops exist to save insurers money — not necessarily to ensure top-tier repairs.

They often:

● Agree to discounted labor rates, parts discounts,

● Use aftermarket or recycled parts,

● Follow insurer timelines (sometimes at the expense of thoroughness and safety).

● All of this is done in exchange for the insurer providing the DRP shop volume of work by telling customers that they are “in network” or “preferred”.

● Disregard OEM procedures and recommendations when repairing your vehicle

This doesn’t mean all DRP shops are bad — some are okay — but their loyalty is to the insurer first and to you and your vehicle second.

5. You Have to Be Your Own Advocate

Here’s how to keep the balance of power on your side:

● Get multiple repair estimates, preferably from an I-CAR Gold Certified shop.

● Ask for OEM parts in writing. Don’t use a shop that won’t guarantee OEM parts.

● Request the repair procedures used. (These are crucial)

● Don’t be afraid to question or appeal low estimates or denials. Do you really want the cheapest shop in town to repair your vehicle when in a collision?

Bottom Line

Insurance exists to protect you — but it’s up to you to ensure that protection works as intended. They’re not your enemy, but they’re not truly on “your side” either. They’re a business with competing priorities. If you choose an independent repair facility they are going to be more aligned with your priorities as they work for you and should have your safety and the safety of your repairs in mind. At Adesa Auto Body we have no contracts with insurance companies, meaning we only work for the customer and no one else. We use only OEM parts and procedures to repair your vehicle back to pre-accident condition. We do not allow insurance companies to dictate how your vehicle is repaired, we leave that to the manufacturer and our I-CAR Gold certified technicians. If you have questions or concerns about insurance or anything collision repair related, give us a call at 208-395-3135 or visit our website at https://adesaautobody.com/ . Drive safe friends