Choosing Your Own Repair Shop

The Bottom Line

You have the right to choose any licensed repair shop after a car accident in North Carolina. Your insurance company cannot force you to use their preferred or "recommended" shop. They can suggest a shop, offer incentives, and try to steer you -- but the final decision is yours. If an insurer pressures you into using a specific shop or refuses to work with the shop you chose, that may violate NC insurance regulations.

The Core Right: You Choose the Shop

This is the fundamental rule that many NC drivers do not know: you -- not your insurance company -- decide where your car gets repaired.

NC insurance regulations and the NC Department of Insurance (NCDOI) have consistently affirmed that policyholders have the right to select any licensed body shop or repair facility of their choosing. The insurer must work with the shop you select to process the claim, approve the estimate, and pay for the covered repairs.

This right applies whether you are filing a claim under your own collision coverage or dealing with the at-fault driver's insurer. It does not matter if the shop is across the street from your house or across the state. As long as the facility is a licensed repair shop in North Carolina, the choice is yours.

Under the Unfair Claim Settlement Practices Act, an insurer that attempts to compel you to use a particular shop may be engaging in prohibited conduct. If you feel you are being coerced rather than advised, you have grounds to file a complaint with the NCDOI.

What Are DRP / Preferred Shop Programs?

When your insurer recommends a specific body shop, they are almost certainly referring you to a shop in their Direct Repair Program (DRP). Understanding how these programs work helps you make an informed decision.

How DRP Programs Work

A DRP is essentially a business arrangement between an insurer and a network of body shops. The shops agree to:

• Charge the insurer pre-negotiated labor rates (which are often lower than the shop's standard rates)
• Use parts suppliers approved by the insurer (which often means aftermarket or used parts rather than OEM)
• Follow the insurer's repair procedures and documentation requirements
• Process claims quickly with minimal insurer oversight

In return, the insurer sends a steady stream of customers to the DRP shop. For the shop, this guaranteed volume of work is valuable -- it keeps the bays full and revenue predictable.

The Pros of Using a DRP Shop

DRP shops are not inherently bad. There are legitimate advantages:

• Faster processing. Because the shop and insurer have established workflows, the estimate approval and payment process is often quicker.
• Guaranteed work. Most DRP agreements require the shop to guarantee the repairs for as long as you own the vehicle. If something goes wrong, the insurer backs the warranty.
• Less paperwork for you. The shop handles most of the communication with the insurer directly.

The Cons of Using a DRP Shop

The potential downsides are real and worth understanding:

• Conflicting incentives. The shop's continued participation in the DRP depends on keeping the insurer happy -- which means keeping repair costs low. This can create pressure to cut corners, use cheaper parts, or skip repair steps that would improve quality but increase cost.
• Lower labor rates may mean less thorough work. When a shop agrees to work at reduced rates, they may spend less time on each vehicle to maintain profitability. Less time can mean less attention to detail.
• Parts quality. DRP agreements often push shops toward aftermarket or used parts instead of OEM parts. While aftermarket parts can be fine for some applications, they may not fit or perform as well as original parts -- especially for structural and safety components.
• The shop answers to the insurer, not to you. In a DRP arrangement, the insurer is the shop's real customer. Your interests and the insurer's interests are not always aligned.

The Pressure Tactics and How to Handle Them

Insurance adjusters are trained to steer you toward their preferred shops. Here are the most common tactics and the reality behind them.

"We Cannot Guarantee the Work Unless You Use Our Shop"

The reality: The insurer is not guaranteeing the work regardless. The shop guarantees its own work. A DRP agreement just means the insurer coordinates the warranty through the shop. An independent shop will also guarantee its repairs -- directly to you. Ask any reputable independent shop about their warranty, and you will find that most offer guarantees comparable to or better than DRP arrangements.

"It Will Take Longer If You Go Somewhere Else"

The reality: It may take slightly longer for the estimate to be approved because the insurer and shop do not have pre-established workflows. But we are talking about days, not weeks. The insurer is still obligated to handle your claim within a reasonable timeframe under NC law. They cannot deliberately slow-walk your claim as punishment for choosing a non-DRP shop.

"Our Estimate Is All We Will Pay"

The reality: The insurer's initial estimate is their starting position, not a final number. If your chosen shop's estimate is higher, the insurer is obligated to consider it. Many legitimate cost differences arise because independent shops use current local labor rates, recommend OEM parts, or identify damage the insurer's adjuster missed.

"We Will Only Pay the Prevailing Rate in Your Area"

The reality: Insurers sometimes claim they only pay the "prevailing rate" for labor and use this to justify a lower estimate. But labor rates vary legitimately between shops based on equipment, training, certifications, and location. Your shop's rate does not have to match the lowest rate in the area.

Getting Estimates: Your Right to Your Own

You have the right to get your own repair estimate from the shop of your choice. The insurer must consider this estimate in settling your claim. Here is how the process typically works:

1. Take your car to your chosen shop and request a thorough written estimate
2. Submit the estimate to your insurer -- send it by email so you have a record
3. The insurer reviews the estimate and either approves it, requests modifications, or sends their own adjuster to inspect the vehicle
4. If there is a gap, the adjuster and your shop negotiate the specific line items where they disagree

In most cases, the shop and adjuster can resolve differences through direct communication. The common points of negotiation are labor rates, parts pricing (OEM vs. aftermarket), and the number of repair hours for specific operations.

Supplement Claims: Additional Damage Found During Repairs

One of the most important protections for your repair quality is the supplement process. Here is why it matters.

When your shop begins disassembling and repairing the vehicle, they often discover additional damage that was not visible during the initial estimate -- hidden structural damage, additional bent components, wiring issues, or other problems that only become apparent once panels are removed.

This additional damage is called a supplement. Your shop documents the additional damage with photos, writes a supplement estimate, and submits it to the insurer for approval.

The insurer is obligated to pay for legitimate supplement claims. They cannot refuse to pay a supplement simply because you chose a non-DRP shop. The damage exists regardless of which shop found it, and the insurer is responsible for returning your vehicle to its pre-accident condition.

Warranty Considerations

How repair warranties work depends on which type of shop you use:

DRP shops typically guarantee their work under the terms of their agreement with the insurer. If the repair fails or a problem emerges, you contact the insurer, who coordinates with the shop. The warranty lasts as long as you own the vehicle in most DRP arrangements.

Independent shops guarantee their work directly to you. Most reputable collision repair shops offer a written warranty -- often lifetime for as long as you own the vehicle. If a problem arises, you deal directly with the shop.

In either case, get the warranty terms in writing before authorizing repairs. Ask specifically what is covered, how long the warranty lasts, and what the process is for making a warranty claim.

What If the Insurer's Estimate Is Lower Than Your Shop's?

This is the most common friction point. The insurer writes an estimate for $4,500 and your shop says the proper repair will cost $6,200. Here is how to handle it.

Step 1: Identify the Specific Differences

Ask your shop to provide a line-by-line comparison. The gaps usually come down to a few categories: labor rate differences, OEM vs. aftermarket parts pricing, the number of labor hours for specific operations, or additional repair procedures your shop recommends that the insurer's estimate omits.

Step 2: Have Your Shop Negotiate Directly

Most experienced collision repair shops are accustomed to negotiating with insurance adjusters. Let your shop's estimator speak directly with the adjuster. They speak the same technical language and can often resolve differences quickly.

Step 3: Get a Second Independent Estimate

If the gap persists, getting a second estimate from another independent shop strengthens your position. If two independent shops agree that the repair requires $6,000 and the insurer says $4,500, the weight of evidence is on your side.

Step 4: File a Complaint With the NCDOI

If the insurer refuses to negotiate in good faith or will not pay for repairs necessary to return your vehicle to its pre-accident condition, you can file a complaint with the North Carolina Department of Insurance. File online at ncdoi.gov or call 855-408-1212. The NCDOI investigates complaints and contacts the insurer on your behalf.

Frequently Asked Questions

Frequently Asked Questions

Can my insurance company force me to use a specific body shop in NC?▾

No. Under NC law and insurance regulations, you have the right to choose any licensed repair shop. The insurance company can recommend a shop through their Direct Repair Program (DRP), but they cannot require you to use it. If an insurer refuses to pay a claim because you chose a non-preferred shop, that may constitute an unfair claim settlement practice under N.C. Gen. Stat. 58-63-15.

What is a Direct Repair Program (DRP) and why does my insurer want me to use one?▾

A Direct Repair Program is a network of body shops that have agreements with your insurance company. These shops agree to charge negotiated lower rates, use specific parts suppliers, and streamline the claims process. Insurers prefer DRP shops because they save the insurer money and reduce administrative work. The shop benefits from a steady stream of referrals. The trade-off is that some DRP shops may prioritize keeping the insurer happy over maximizing the quality of your repair.

Will my repair take longer if I choose a non-preferred shop?▾

It can take slightly longer because the insurer and shop do not have pre-existing workflows. The shop may need to submit estimates for separate approval, and the insurer may send their own adjuster to inspect the vehicle. But the difference is typically days, not weeks. The insurer is still obligated to process the claim in a reasonable timeframe regardless of which shop you choose.

What should I do if the insurance company's estimate is lower than my shop's estimate?▾

Start by asking your shop to provide a detailed, itemized estimate that explains every line item. Send this to the insurer and ask them to explain the specific differences. If the gap is due to parts pricing, labor rates, or repair procedures, your shop can often negotiate directly with the adjuster. If you cannot reach agreement, you can request a re-inspection, get a second estimate from another independent shop, or file a complaint with the NC Department of Insurance.