The Wild, Wild West Is Back Again!

by Charles Bryant, AASP/NJ Executive Director

I know that the title of this article is likely to get the attention of many, and that’s exactly why I named it “the wild, wild west”!

I want people to hear about what is currently going on with insurance companies handling auto property damage claims right here in New Jersey. In all my years – and I will be the first to admit, that is many years – I have never seen things as bad as they are right now. 

For many years, I’ve run a hot line for AASP/NJ members, and it has never been as hot as it is right now. In other words, it is ringing off the hook. Collision shop owners, consumers and even some of the technicians are calling the hotline to report the improper conduct of certain insurance companies. And when I say “certain,” a better word might be most insurance companies. Now don’t get me wrong: one of the main purposes of the hotline is to assist shop owners, and even their customers, when they are experiencing difficulties related to collision damage or collision claim issues. However, lately, it seems like every claim that members of AASP/NJ and/or their customers are dealing with is a problem. 

Please allow me to explain a little better. One of the main topics that seems to be causing a lot of problems is that most insurers are now taking the position that they no longer come out to inspect damaged vehicles at collision shops. Instead, those insurers are telling the shops who are requesting an inspection of a damaged vehicle at their shop to take photos of the damage to send them via email so the insurer can prepare an estimate of the damage and get it over to the shop along with a check for the damage reflected in the insurer’s photo estimate.

Now, that might be ok for a vehicle with minor damage, like a scratch in a fender or even a small amount of minor collision damage; however, when it comes to a vehicle that was involved in a major collision with damage so severe it had to be towed from the scene of the accident and the driver of the vehicle had to be cut out of the vehicle, it is literally impossible to prepare an accurate estimate based on photos, PERIOD! In fact, it is insulting to experienced collision shop owners who have been trained to repair severely damaged vehicles safely and properly to take photos of the damage to send to an insurer for an estimate. 

Plus, once again, it is illegal for a New Jersey licensed collision shop to prepare an estimate based on pictures, phone calls or any means other than the personal inspection of the damaged vehicle. See the actual provision in the NJ Auto Body License Law below: 

(NEW AUTO BODY LICENSING LAW) MOTOR VEHICLES – REPAIRS – LICENSE AND PERMITS P.L.2001, c.053 (A1957 3R) CHAPTER 53 

C.39:13-4 Fine; refusal to grant suspension, revocation of license. 

4. The director may fine or refuse to grant or may suspend or revoke a license of an auto body repair facility for any of the following acts or omissions related to the conduct of the business of the auto body repair facility:

f. Making appraisals of the cost of repairing a motor vehicle which has been damaged as a result of a collision through the use of photographs, telephone calls, or any manner other than personal inspection;

Now, I am not an attorney, but it certainly seems logical that if this is the law that the state has established to license and to govern the people that actually repair vehicles damaged as the result of a collision, then it certainly should be followed by insurers paying for such repairs. 

Plus, in my opinion, the NJ-MVC and the NJ Department of Insurance should be stepping in to force insurance companies to follow this provision referenced above. To add to the reasoning that this provision should be enforced is that the vehicles on the roads today are designed to automatically avoid accidents and protect the passengers of a vehicle when an accident occurs. If certain repair guidelines are not followed and all of the damage is not discovered and repaired, the damaged vehicle will not perform as designed and people are much more likely to suffer severe injuries or die in subsequent collisions as a result. Photo estimates may miss damage that can only be discovered by the personal inspection of the damaged vehicle. 

This nonsense has got to stop. Therefore, I am asking all state agencies to get involved and enforce the safe and proper repair guidelines that the manufacturers of vehicles have established. We will be talking to the appropriate people to bring this information to them and request their assistance in addressing these issues laid out in this article, and we will be reporting back on the results that occur, if any. 

Want more? Check out the May 2025 issue of New Jersey Automotive!