A Bully by Any Other Name 

by Evangelos “Lucky” Papageorg, AASP/MA Executive Director

The word “bully” might conjure images of schoolyard taunts or adolescent aggression, but bullying is alive and well in the adult world – and the collision repair industry is no exception.

For decades, shop owners and technicians have contended with a more institutional form of coercion: the systematic pressure exerted by insurance companies that, at times, prioritize profit margins over professional integrity, safety and customer care. On page 36 of this issue, attorney Sean Preston wraps up his two-part series on the bullies and the tactics they use while interacting with the collision repair industry and our mutual customers.

In many industries, disagreements are settled through negotiation, collaboration or regulation. But in collision repair, shops frequently find themselves at the mercy of insurers who use their financial leverage to impose unfair labor rates, dictate repair procedures and delay or deny payment for legitimate work, all the while presenting themselves as the protectors of “Joe Consumer” and insisting they are the collision repairer’s “partner.”

This is not a balanced partnership. Instead, it often resembles a one-sided power struggle where shops are strong-armed into compliance and consumers are misled into thinking their best interests are being represented.

Over the years, we have seen how the insurance industry portrays collision repairers to the public and to their fellow repairers. We used to hear, on a consistent basis, “you’re the only one…” to the point that buttons were distributed to hundreds of shops across the state proudly proclaiming they were members of the “ONLY-ONE CLUB.” 

Today, many repair facilities report they’ve been told that certain labor rates or repair methods are “non-standard” or “not reimbursable,” despite being recognized as industry best practices. They are being accused of “over-repairing a vehicle.” I, for one, am challenged to understand how such a feat can be accomplished. Shops that push back risk being removed from preferred networks or face burdensome administrative audits, essentially punishing those who prioritize quality and safety over cost-cutting. This is nothing more than coercion disguised as “standard practice.” These tactics aren’t just bad for business – they’re dangerous. Insurers who override OEM guidelines, or refuse to authorize proper repairs, compromise vehicle safety. Yet, shops are too often forced to choose between doing the job right and getting paid at all. 

Beyond the financial squeeze, there’s a deeper toll on the men and women working in this industry. Shop owners and staff often feel like they’re constantly in a fight – just to be paid fairly, to do the right thing and to protect the public. Over time, this grind creates burnout, turnover and a growing sense of disillusionment in an industry many once entered with passion and pride. Now, at least for the insurance industry, it has become a race to the bottom-line.

The good news? Change is possible. Across the country, more collision repair professionals are banding together through associations, legislative efforts and consumer education campaigns to push back against coercive insurer behavior. Knowledge is power – and when shops understand their rights and responsibilities, they’re better positioned to advocate for themselves and their customers. Efforts like labor rate surveys, transparency in repair standards and legislative support for proper reimbursement are all part of the broader movement to neutralize the imbalance of power.

Sadly, it’s easy to forget that the customer – the vehicle owner – should be at the center of every decision. But many customers are unaware that they’re caught in a tug-of-war between insurer cost containment and shop integrity. Educating the public about their rights, including their ability to choose their repair shop, insisting on OEM repairs and demanding safe, complete repairs, is critical. When consumers are informed and empowered, it becomes harder for insurers to manipulate the process in their own favor. Informing the vehicle owner at the outset of their obligations and rights in the repair process, and of what the actual relationship is between themselves, the shop and the insurer they choose, is at the heart of the Forever Forms developed by Coverall Law’s Sean Preston. If you have not looked into the Forever Forms, I strongly encourage you to do so.

The collision repair industry is built on skill, craftsmanship and an unwavering commitment to safety. No one enters this business to be a middleman in an insurance dispute. It’s time to name the problem for what it is – bullying – and to call for accountability, fairness and mutual respect. Repair professionals deserve better; so do the customers who trust them. And the only way to change the game is to stop playing by the bully’s rules. 

It’s high time to call the bully’s bluff!

Want more? Check out the August 2025 issue of New England Automotive Report!