Let’s Be Honest!!

by Evangelos “Lucky” Papageorg, MABA Executive Director

There comes a point where our industry needs to have an honest conversation with itself. Not with insurers. Not with legislators. Not with regulators. But with ourselves and our customers.

For years, collision repairers have complained – often rightfully – about insurers suppressing labor rates, limiting repair operations, refusing to acknowledge necessary procedures and writing estimates based upon the lowest common denominator rather than what is truly required to properly and safely repair today’s vehicles.

But let’s be honest.

If we knowingly accept incomplete estimates…If we perform operations we never charge for…If we fail to document necessary procedures…If we cut corners to fit within arbitrary insurer pricing…Then we are reinforcing the very system we claim is broken.

Every time a shop accepts an unrealistic estimate as “good enough,” it sends the message that the insurer’s number was acceptable in the first place. It validates the false narrative that proper repairs can somehow be performed for less than what they actually cost.

Today’s vehicles are not the vehicles of 20 years ago. Modern automobiles are rolling networks of sensors, cameras, radar systems, structural materials, calibration requirements, safety systems, and integrated technologies that must be restored to pre-loss condition properly and completely. The liability associated with repairing these vehicles has never been greater.

When a collision repair facility signs its name to a repair, it is accepting responsibility not only for the visible repair, but for the safety and functionality of that vehicle and everyone traveling in it afterward, as well as those who are sharing the road with them. That responsibility has value. It is a responsibility and liability that CANNOT and SHOULD NOT be taken lightly. And honesty demands that we charge appropriately for the work we perform and the liability we assume.

This does not mean charging unfairly. It does not mean inflating bills. It does not mean taking advantage of customers or insurers. It means accurately documenting what is required, performing those operations correctly and charging fairly and professionally for them. Nothing more. Nothing less.

But honesty must work both ways. If a repair operation is necessary, it should appear on the repair plan. If it appears on the repair plan, it should be performed. If it is performed, it should be documented. And if it is documented, it should be billed appropriately. Otherwise, we undermine our own credibility.

The uncomfortable truth is this: if a shop is not charging for what it is actually doing – or worse, not doing everything it is charging for – then it is engaging in the very same type of conduct we criticize insurers for when they attempt to limit the level of indemnification owed under the Massachusetts Automobile Insurance Policy. Indemnification means restoring the customer’s vehicle to pre-loss condition. Not “close enough.” Not “what the insurer wants to pay for.” Not “whatever fits the estimate.”

Proper indemnification requires proper repairs. And proper repairs require HONESTY! Honesty with customers. Honesty with insurers. Honesty with regulators. And most importantly, HONESTY with ourselves.

Our industry cannot continue demanding professionalism, respect, proper compensation and recognition while simultaneously tolerating inconsistent repair planning, undocumented procedures, incomplete billing practices or repairs dictated solely by insurer cost targets.

Professionalism begins with accountability. Collision repair facilities must understand their true operating costs. They must understand OEM repair procedures. They must invest in training, tooling, documentation and employee development. They must build repair plans based upon vehicle needs – not insurer preferences.

And yes, that may mean repairing fewer vehicles. But perhaps the future of this industry is not about repairing more vehicles as cheaply as possible. Perhaps it is about repairing fewer vehicles properly, profitably, professionally and safely. The reality is simple: A shop that consistently performs safe, documented, professional repairs at fair and sustainable pricing will ultimately build a stronger business, a stronger reputation and a stronger industry.

Will every customer agree? Honestly, No.

Will every insurer cooperate? Certainly not.

But our obligation is not to the lowest common denominator.

Our obligation is to properly repair the vehicle entrusted to us.

So once again…

Let’s be honest!

Want more? Check out the July 2026 issue of New England Automotive Report!