Insurance Claims

Do not be intimidated when dealing with insurance companies. Your automobile insurance policy is a contract between you and the insurance provider. Your insurance company agrees to provide certain services in return for the monthly or annual premiums you pay them. It is your money and your contract with the insurance company. While most insurance companies have your best interest at heart, it is clear that some do not. Be persistent. Do not allow your insurance company to minimize the claim situation.

When you contact your insurance company to place a claim for damage to a vehicle in an accident in which you were at fault, you are the "insured." When you contact the insurance company of the driver of another vehicle in an accident in which you were NOT at fault, you are the "claimant."

For more information regarding the requirements of your insurance provider, refer to the Department of Insurance home page.

Insurance Terms

Appearance Allowance A monetary allowance given to compensate for minor cosmetic damage to a part.

Betterment Betterment charges apply to parts that wear out and need replacement with time and use. (Tires, batteries, suspension parts, etc.) These charges are prorated based on the actual miles on your vehicle.

Claim Number The legal tracking number for your property damage claim with the insurance company.

Claimant A person/party determined to be NOT at fault.

DRP/Direct Repair Facility A repair facility that has contracted with an insurance company for referral work. Most DRPs are reputable collision repair services, but the insurance company is often their customer, not you. Make sure YOU are the customer that the collision repair facility has to satisfy.

Insured A person/party determined to be at fault.

Personal Injury Any injury to any passenger(s), pedestrians, or others. Personal injury claims can be initiated up to three years after an accident.

Property Damage Damage to a vehicle, buildings, landscaping or other property. Property damage claims can be resolved independently of personal injury claims.

Prior Damage Damage to the vehicle that is determined not to be a result of the accident.

North Carolina State Laws

North Carolina state laws protect your rights as the owner of the vehicle. This means that you have the right to have your vehicle repaired at the repair facility of your choice. Although many insurance companies have contractual arrangements with local repair facilities, you do not have to use their service. You have the right to thoroughly investigate and evaluate repair facilities, and we recommend that you do so.

While state laws do NOT require you to get more than one repair estimate, you may want to do so for your own peace of mind. However, if you have had a positive previous experience with a collision repair facility and would like to have them do the work, your insurance company must accept that repair facility's reasonable and customary repair estimate, even if it’s the only estimate you obtain.