Rights and Guarantee

Insured Motorists’ Rights in Washington

1. Do I have the right to select the shop that will repair my car?

Yes. In order to expedite your claim, select the repair shop, leave your automobile there, and notify your insurance agent or company.

2. Do I need to get three estimates?

No. Notify your agent or insurance company. Your insurance adjuster may need to inspect the damage. If your insurance company has a drive-in claims service and your car is safe to drive, you should call them for an appointment, take your car there, make sure you get a copy of the insurance adjuster’s estimate, and take it and your automobile to the shop of your choice.

In some areas your insurance agent tells you to get two estimates, as if he will pay your claim from his office. If he says yes, getting two estimates may speed you claims payment. If he says no, talk to your insurance adjuster first. Generally, claims are handled by the insurance company’s claims department, not agents. Do not get an estimate from a shop that you would not let repair your vehicle.

3. Must I notify my insurance company before repairs are done?

Yes. Insurance policies require that you notify the company or your agent; make a report and tell them where the damaged vehicle may be inspected.

4. Who pays the repair bill?

You must arrange for payment. Your insurance policy states that the insurance company will pay you less any deductibles or depreciation. If the shop has a direct repair agreement with your insurance company, the repair shop will be paid directly.

5. Who is responsible for the repairs?

The shop. That’s why it is important that you select a repair facility that is properly trained and equipped to restore your automobile to its pre-accident condition.

6. If there is a problem with the repair job, who should you contact?

First, the manager of the shop. If your problem is still not resolved, contact your claims manager. You may also want to contact the local offices of the Better Business Bureau or the Consumer Protection Division of the Attorney Generals’ office.

7. If my insurance company fails to process my claim or pay the amount agreed upon, what can I do?

First, contact your insurance agent, and then talk to the Branch or Regional Claims Manager of the insurance company. If that fails, contact the Office of the Washington Insurance Commissioner at (800) 562-6900.

Arbitration/Appraisal Clause

When the shop of your choice and the insurance company do not agree on how your car should be repaired or what it should cost, here is what you can do:

Some, not all insurance policies provide appraisal. If yours does, the following can apply.

When the insurance company and the customer fail to agree, either party may demand an appraisal of loss within 60 days after the claim has been filed.

Each party may then select a competent appraiser to represent them, and the two appraisers will select a competent and disinterested umpire. If the two appraisers do not agree, they submit their findings to the umpire. A decision of any two sets the amount of loss.

Each party in an appraisal pays the expenses of his or her appraiser. The costs of the umpire (third appraiser) are shared by the car owner and the insurance company.

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