The Decision Is Yours… As Is the Jeopardy

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

Being a collision repair professional in this day and age is far from being in an enviable position.

The frustration of being caught in the middle – between insurance company pressures, increasingly complex vehicle technologies and consumer expectations – can be overwhelming. Each decision you make has consequences, and those consequences ultimately land squarely on your shoulders. The ramifications of every single repair-related choice will come back to roost with you – as does the JEOPARDY associated with that decision.

Last month, we explored the concept of “just deserts” – the idea that there’s no escaping the repercussions of cutting corners or performing improper repairs by deviating from OEM recommendations. That burden doesn’t fall on the insurer. It falls on YOU. Regardless of what the insurer is willing to reimburse their policyholder for at the time of loss, their role is to indemnify the customer – to make them whole again. 

But your role is different. You are the repair expert. You are the professional. It is your responsibility to perform a proper, safe and complete repair – and to charge accordingly.

That means setting fair and equitable labor rates that reflect the skill, training and equipment necessary to do the job right. It also means refusing to allow third-party influence to dictate the quality of your work. And let’s be clear: there is no “easy button” in collision repair. You don’t get to cut corners, skip procedures or compromise standards without consequences. The work we do is high-stakes – we’re not just reshaping sheet metal; we’re restoring complex, computer-integrated safety systems that affect lives.

Some shops fall into the trap of compromising at the expense of the vehicle owner’s safety to keep an insurer happy – thinking that if they “play ball,” more work will be steered their way. But at what cost? You’re already carrying enormous liability every time a car leaves your facility. Why would you voluntarily add to that burden by making decisions that could endanger lives and expose your business to devastating legal consequences?

Here’s something worth remembering: A doctor doesn’t short-change the patient when they know an insurance company might push back on covering all or part of a required procedure. Why? Because the doctor’s obligation is first and foremost to the health and safety of the patient – not the insurer’s bottom line. The same standard must apply to your work.

The vehicle is your patient, and your shop is the hospital. You are the doctor – and just like in medicine, you and your technicians must have the proper training, tools and environment to perform the work to the highest standards. There is no room for compromise when it comes to safety, structural integrity or compliance with OEM repair procedures.

Too many repairers have operated under the assumption that it’s their job to “handle” the insurer behind the scenes, shielding the customer from the conflict. But in doing so, they may be unintentionally undermining their own position – and setting themselves up to absorb all of the risk.

Instead, educate your customer. Explain to them what the insurer is – and is not – willing to cover. Show them what proper OEM repairs require and what the consequences of shortcuts could be. When an insurer refuses to pay for a necessary operation or pressures you to use inferior parts, your best defense isn’t to just absorb the cost or give in – it’s to arm your customer with knowledge and give them a voice.

That voice becomes even more powerful when customers understand that they have the right to file a formal complaint with the Division of Insurance (DOI). Every state has a regulatory body tasked with ensuring insurers act in good faith. When a policyholder is denied coverage for proper repairs or subjected to unfair claim practices, they – not you – are in the best position to hold the insurer accountable. But they can’t take action unless they understand the situation. That’s where your guidance becomes invaluable.

The bottom line: Performing proper repairs is non-negotiable. So is charging appropriately for the work. But equally critical is engaging and educating your customer, and providing them with the resources and support they need to stand up to unfair insurer practices. When you do this, you’re not just protecting yourself and your business – you’re upholding the integrity of the entire industry.

The decision is yours. Just be sure you’re not putting yourself in a position where you are bearing all the JEOPARDY alone, while insurers skirt their indemnification responsibilities. 

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