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Frequently Asked Questions
Ten Things To Know Before Having Your Vehicle Repaired:

1 Your vehicle is the second largest investment you're likely to make. Preserve its value and your safety by having it repaired professionally.

2 Never drive a vehicle that could be unsafe because of damages.

3Some insurance companies may want you to visit their drive-in claims center before having your vehicle repaired. You can do this, or you may leave your vehicle at your collision repair shop and ask that the insurance company inspect the vehicle there.

4 You are not required by law to obtain more than one estimate or appraisal.

5You have the right to go to the repair shop of your choice. Your insurance company can recommend a shop if you are undecided.

6Differences in repair estimates are common. A lower estimate may not include all necessary work. If you're not sure why one estimate is different from another you've received, ask the shop manager.

7Choose a shop that has Uni-body repair equipment and certified (by I-CAR or ASE, for example) Technicians.

8Ask if the shop will be using genuine manufacturer (OEM) replacement parts.

9Ask if the shop offers a written repair warranty.

10Let us help you negotiate your claim with the insurance company.


Frequently Asked Questions: (Click a question to see the answer below)

1. Will my insurance company pay for a rental?

Yes, if you have rental coverage. Also check with your agent or insurance company to see how much of the rental is covered; some policies pay the full amount, some will only pay a percentage. If the claim is a liability claim (the accident was not your fault), the full amount will be covered.

2. How can I get a rental car?

If you need a rental car, we can help you make the necessary arrangements.

3. How will I know when my car is done?

You will be notified by phone when your vehicle is ready to be picked up. Feel free to call or e-mail your advisor during the repair process if you have questions or concerns.

4. Is there a warranty on the repairs to my vehicle?

Yes. We guarantee all of our repairs with a written Lifetime Warranty.

5. Who do I pay my deductible to?

It will be your responsibility to pay Shelton Collision Repair when you pick up your vehicle.

6. What forms of payment of you accept?

We accept cash, checks (insurance or personal), Visa, MasterCard, and Discover.

7. What are betterment charges?

Parts that wear out and need replacement with time and use (i.e., tires, batteries, and suspension parts) are commonly subject to betterment charges when they are replaced during the repair process. (Example: If your tire has 50% of the tread remaining, you would owe for the 50% of the tire that has been used) These betterment charges are determined by your insurance company and are pro-rated based on actual miles and age of your vehicle.

8. When can I wash my vehicle?

You can wash the vehicle immediately. Wash the vehicle by hand with cool water and a very mild car wash solution using a soft cloth, sponge, or mitt.
• Always use clean fresh water.
• Wash your vehicle in the shade.
• Do not use a commercial brush car wash. Stiff brushes or sponges could mar the finish and damage the surface.

9. When can I wax my vehicle?

Do not wax or polish the vehicle in the first 90 days. This will allow the finish to cure completely. After the first 90 days keep a coat of polish or wax on the vehicle. This will help keep your finish looking new.

10. Can the shop help bury my deductible?

No. When you purchased your insurance policy, you signed a contract saying you will pay the first amount of the claim up to your deductible. Repairers should not be asked to hide the deductible. That practice would constitute fraud by both the shop and consumer. The penalties for insurance fraud are severe. If a shop offers to save your deductible, they are absorbing that at your cost. They are not doing the said repairs in order to make up for your deductible. This could lead to unsafe and unsatisfactory repairs which will ultimately cost you at some point.

11. Do I need more than one estimate?

No, it is up to you to decide how many estimates you would like and if you want to discuss the repairs with more than one shop. If you have selected a shop, have your insurance company deal directly with them.

12. Can I have my vehicle repaired at the shop of my choice?

Yes, it is your responsibility, and your right, to choose who will repair your vehicle. Also, if you cannot decide on a repair facility, your insurance company can recommend a repair shop. Many insurance companies offer Direct Repair Programs that take the hassle out of the claim process and provide for quicker repairs.

13. What is subrogation?

Subrogation is the process by which your insurance company pays for the repairs to your vehicle, and is obligated to collect from another insurer or party. Your collision coverage will require you to pay your deductible, which may be refunded once the other party pays.

14. The insurance company says my vehicle is a total loss. What do they mean?

The cost of repairs plus the value of the vehicle in damaged condition (salvage value) - is greater than the actual cash value (ACV) of the vehicle prior to the accident.

15. How is the actual cash value determined?

The insurance company will assign an appraiser to inspect the vehicle to determine its condition prior to the accident, or in some instances allow the repairer to make the determination. They may use a vehicle evaluation service or the newspaper to determine pre-accident value. The owner should also determine the value independently.

16. Is the ACV Negotiable?

Sometimes. If you feel the ACV offered by the insurance company is too low, then you are obligated to prove this either through documented receipts of vehicle enhancement or written statements by qualified experts to determine the proper value.

17. What will happen to the vehicle after it is totaled?

The insurance company will sell it to highest bidder, who will either dismantle for parts or resell it after repairing it.

18. What if I want to keep my vehicle after it is totaled?

You have the right to retain ownership of the vehicle, but the amount of the settlement may be reduced by the salvage value.

19. Recommendations and precautions for your newly painted vehicle.

• Do not "dry wipe" your vehicle. Dry wiping can scratch the finish.
• Avoid parking under trees and utility lines which are likely to attract birds.

     - Bird droppings have a high acid content and will damage a freshly painted surface.
     - Also, tree sap can mar or spot a freshly painted surface.
• Do not spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on the new finish.
• Do not scrape ice or snow from the newly painted surface. Scrapers can act like a paint scraper on a newly painted finish.