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Lombard Auto Body

Insurance Claims · Plain English

How auto insurance actually works after a collision.

Right-to-choose-shop, DRPs, supplements, deductibles, rental coverage, total loss. Everything we wish someone had explained to us before our first fender-bender — written for our customers in San Francisco.

Bottom line: you pick the shop. We handle the rest.

Written by Jack Chew, owner of Lombard Auto Body — 13+ years walking San Francisco customers through body-shop insurance claims on Lombard Street. Reviewed June 2026.

You get to choose the body shop. Always.

Under California Insurance Code §758.5, an insurance company is prohibited from requiring you to use a specific repair shop. They can recommend their preferred shop (their "DRP" — Direct Repair Program). They cannot require it. And they cannot reduce your payout, raise your deductible, or void coverage because you chose somewhere else.

If an adjuster pressures you to use their DRP shop, that's steering, and it's against the law. Polite firmness usually ends the conversation: "I appreciate the recommendation. I've chosen Lombard Auto Body. Please send the authorization there."

For the source language, the California Department of Insurance has a consumer-rights page on auto body repair worth bookmarking — CDI auto-insurance consumer guides. The California Bureau of Automotive Repair (BAR) — the state agency that licenses body shops — also lays out your repair rights and the complaint process if a shop or a carrier crosses the line.

DRP shop vs non-DRP shop — the honest version

Both are legitimate. Different trade-offs. Here's what the insurer's not going to volunteer.

DRP shops

What they're good at: speed of authorization, simplified billing for the carrier, fewer phone calls for you in the first 48 hours.

What they trade off: they operate under cost-saving agreements with the carrier. Aftermarket parts default. Tighter "repair-vs-replace" ratios. The shop has a financial relationship with the insurer that gets renewed annually based on cost control — not your repair outcome.

Non-DRP independents (us)

What we're good at: negotiating each estimate on its own merits, no carrier-imposed parts substitution, OEM parts whenever you want them, full advocacy for the supplement when hidden damage shows up.

What we trade off: authorization sometimes takes an extra day or two on the front end because the adjuster has to actually read our estimate instead of rubber-stamping a pre-negotiated template. We think the trade is worth it. Your call.

The insurance vocabulary you'll hear

These are the words the adjuster will use. Quick definitions so you don't have to ask twice.

Claim number
Your file with the insurer. Goes on every document, every phone call, every estimate. You get it when you file.
Adjuster
The carrier's representative who reviews your damage, authorizes the repair, and approves supplements. Some are in-house; some are independent contractors who handle claims for multiple carriers.
Estimate
The line-item document showing what work is needed, what parts cost, and what labor costs. We write yours in the same software your insurer uses — typically CCC, Mitchell, or Audatex.
Supplement
An addition to the original estimate, filed when hidden damage shows up at teardown. Almost every collision repair has at least one. Approval usually takes 1–3 business days.
Deductible
The portion of repair cost you pay out of pocket. Paid to the shop at pickup, not at drop-off. The insurer pays the rest directly.
Total loss / ACV
When repair cost exceeds a threshold (~70–80% in California) of the car's actual cash value (ACV), the carrier pays the ACV instead of authorizing repair. You can dispute a low valuation.
Rental reimbursement
Coverage on your policy that pays for a rental car while yours is in the shop for a covered loss. Daily cap and total-day cap apply.
Steering
When an insurer pressures you to use their DRP shop instead of the one you chose. Against California law. Polite firmness ends the conversation.

Common insurance questions before you bring the car in

Does my insurance company decide which body shop I have to use?

No. Under California Insurance Code §758.5, an insurer cannot require you to use a specific repair shop. They're allowed to recommend their DRP (Direct Repair Program) shops — and they're allowed to tell you the repair authorization will be faster there — but they can't lower your payout, deny your claim, or void your coverage if you go elsewhere. The shop you choose is your decision.

What is a DRP shop and is it different from a non-DRP shop?

A Direct Repair Program (DRP) shop has a pre-negotiated agreement with a specific insurer: simplified estimating, faster authorization, and often a steering arrangement (the carrier sends customers their way). The trade-off: DRP shops sometimes operate under cost-saving constraints set by the carrier (more aftermarket parts, tighter repair vs replace ratios). Non-DRP shops (like us) negotiate each estimate on its own merits. Both are legitimate. The right choice depends on whether you prefer speed or want a shop fully working for you, not the carrier.

Will using a non-DRP shop cost me more out of pocket?

Generally no. Your deductible is the same regardless of where you go. Your insurer pays the repair cost they've authorized, and a non-DRP shop bills the carrier directly. If the carrier authorizes less than what a proper repair actually costs (e.g., they approve aftermarket parts and you want OEM), you can either accept the substitution, pay the upgrade out of pocket, or have the shop appeal for a supplement.

What is a "supplement" and why does it matter?

A supplement is an addition to the original estimate that gets filed when hidden damage shows up at teardown. Almost every collision repair has at least one — a bent reinforcement bar behind a scratched bumper, a cracked headlight mount, a leaking AC condenser hit by the impact. We document the new damage with photos, submit the supplement to your adjuster, and the repair doesn't proceed until it's authorized. Most supplements take 1–3 business days to clear.

When do I pay my deductible?

At pickup, not at drop-off. Your insurance pays us directly for the authorized repair cost; you pay your deductible to us at the end. We accept cash, credit card, and most personal checks. If your deductible is more than the repair cost would be without insurance involvement, ask us — sometimes paying out of pocket and skipping the claim makes more sense.

Will an insurance claim raise my premium?

It depends on fault, your carrier's rating structure, and your claims history. Not-at-fault claims (you were hit by an identified at-fault party) usually don't affect your premium because the other carrier pays. At-fault claims and comprehensive claims (hail, theft, glass) may. The body shop has no role in this — it's between you and your carrier. Worth asking your agent before you file if the repair cost is borderline.

How does rental car coverage work?

Most full-coverage auto policies include rental reimbursement for a daily amount (typically $30–$50/day) for a maximum number of days (usually 25–30) when the vehicle is in the shop for a covered loss. Coverage activates the day repair starts (not estimate day, not drop-off day if parts aren't in yet). We coordinate timing with Enterprise or Hertz so the rental is ready when you hand over your keys.

What if my car is declared a total loss?

A total loss means the insurer's estimated repair cost exceeds a threshold (typically 70–80% in California) of your vehicle's actual cash value (ACV). The carrier pays the ACV minus your deductible and takes the car. If the valuation looks low for your specific trim, mileage, options, or condition, push back — bring comps from KBB, Edmunds, or local listings. The carrier doesn't have the final word on value, only on whether to total it.

Got a claim number and a damaged car?

Bring the claim number to 2340 Lombard St for a free written estimate, or call (415) 292-2962 first if you have questions.

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