How the Insurance Claim Process Works at a Body Shop

One of the most common things we hear from customers is: "I've never done this before — I don't know what to expect." Insurance claims after an accident are stressful partly because most people have never navigated one. Here's exactly how it works, from start to finish.

Step 1: File Your Claim

Call your insurance company as soon as possible after the accident — most have 24/7 claim lines. Give them the basics: when and where the accident happened, who was involved, and a description of the damage. They'll open a claim and assign you a claim number. Write it down and keep it handy.

If you have AAA insurance and bring your vehicle to Marquis Auto Body, we can handle most of the claim communication directly — that's one of the main advantages of our Direct Repair Program status.

Step 2: You Choose Your Repair Shop

Here's something many people don't know: you have the legal right to choose your own repair shop in California. Your insurance company may suggest shops on their "preferred" list — but you are not obligated to use them. Their preferred shops have agreed to pricing structures that benefit the insurer, not necessarily because they provide the best work.

Choose a certified shop with a lifetime warranty and a track record you can verify independently.

Step 3: The Estimate

Once your vehicle arrives at our shop, we perform a thorough damage assessment and write a detailed estimate covering all parts, labor, and materials required to restore your vehicle to pre-loss condition. We send this directly to your insurance adjuster.

One thing to know: the initial estimate isn't always the final number. Hidden damage is common — especially in collisions involving structural components. When technicians disassemble the vehicle and find additional damage, we write a supplement and notify your insurer. This is completely normal.

Step 4: Authorization and Parts Ordering

Once your insurer approves the estimate, we're authorized to begin. We order all required parts — OEM (factory) parts wherever possible, which California law generally requires insurers to cover for newer vehicles. Parts lead times vary; we'll keep you informed.

Step 5: The Repair

Our certified technicians perform structural repair, body work, frame straightening, painting, and reassembly — all following manufacturer-approved procedures. For vehicles we hold OEM certifications for (Ford, GM, Nissan, Kia, Hyundai, Mopar), that means brand-specific methods and tooling.

Step 6: Quality Inspection

Before we call you to pick up your vehicle, it goes through a final quality inspection — structural repair, paint match, panel fit and alignment, and function of any systems affected by the repair. If anything isn't right, we fix it before delivery.

Step 7: Deductible and Pickup

You pay your deductible directly to us at pickup. Your insurer pays us the remainder directly. For most claims, your deductible is the only money out of your pocket. We walk you through everything that was done and hand you your lifetime warranty documentation.

What If the Other Driver Was at Fault?

If the other driver was at fault, you can file through their liability insurance — which means you may owe no deductible at all. We work with all major carriers. If the at-fault driver's insurer is slow, you can use your own collision coverage to get moving faster, and your insurer will pursue reimbursement (subrogation) — you may eventually get your deductible back.