Insurance and Claims: Your Questions Answered

No. In Maryland, your insurer can't require you to use a particular shop, and if an adjuster or agent recommends one, they must tell you that you don't have to use it. The decision is yours, and we'd be glad to earn your business. See Your Rights After an Accident.

Your policy pays for the repairs your car needs, whichever shop you choose. A proper repair sometimes costs more than an insurer's first estimate, at any shop. When it does, we document what your car needs and work it out with your adjuster first. If there's ever a difference you'd be asked to pay, we'll tell you before the work is done. See Your Rights After an Accident.

It's an independent shop that has an agreement with an insurance company. The insurer refers customers, and the shop typically agrees to the insurer's terms on things like labor rates, parts, and repair time. You never have to use one. See Your Rights After an Accident.

Most differences are settled without a dispute. We document what your car needs with photos and the manufacturer's repair procedures, submit supplements to your insurer, and ask for a re-inspection when needed. If you and your own insurer still can't agree on the amount, your policy may give you a right to appraisal. See the next question.

Many auto policies include an appraisal clause. If you and your insurer disagree on the amount of a covered loss, such as the cost to repair your car or its value as a total loss, either of you can use the clause to settle the amount without going to court.

• Your own policy only. It applies to claims under your own policy, such as collision or comprehensive coverage, not to a claim against the other driver's insurer.
• Amount, not coverage. Appraisal settles how much is owed, not whether the damage is covered.
• Check your policy. Not every policy has an appraisal clause, and the terms vary. Look for a section called "Appraisal" in your policy, or ask your agent.

1. You (or your insurer) send a written demand for appraisal, following the steps in your policy.
2. You and your insurer each hire an independent appraiser.
3. The two appraisers choose a neutral umpire.
4. If any two of the three agree on an amount, that amount is binding.

Costs and timing. You pay your own appraiser and share the umpire's fee. Together these can cost several hundred dollars or more, so appraisal usually makes sense only when the difference is significant. The process can take a few weeks to a few months.

No. Only you, as the policyholder, can invoke your policy's appraisal clause, and we can't act as your appraiser or give legal advice. What we can do is give your appraiser our estimate, photos, the manufacturer's repair procedures, and any other documentation they need. Once appraisal begins, we work through your appraiser.

It can, if your policy has an appraisal clause. You can also negotiate a total loss offer directly with your insurer by providing documentation, such as dealer quotes or listings for similar vehicles. This is general information, not legal advice. Read your policy, and contact the Maryland Insurance Administration at 1-800-492-6116 with questions.

Yes. We work with all major insurers, and we deal with the adjuster directly so you don't have to.

Your insurance information, your claim number if you have one, your driver's license, and your vehicle. If you can't drive it, call us and we can help arrange towing.

1. Report the accident to your insurer, or ask us to help.
2. Bring your vehicle in for a free estimate.
3. We coordinate with your insurance company on the repair plan.
4. Once approved, we begin repairs.
5. If we find hidden damage, we notify you and your insurer before continuing.
6. You pick up your vehicle, and we handle the final paperwork.

Once we take a vehicle apart, we sometimes find damage that wasn't visible in the first estimate. We document it and request an additional approval from your insurer. It's a normal part of the process, and it can add time to your repair.

Your deductible is the amount you pay out of pocket under your policy, and it's set by your insurance company, not by us. We don't waive or absorb deductibles, because that isn't allowed.

It depends on your policy, because your insurer may limit which part types it will pay for. We always strive for OEM parts and follow each manufacturer's repair procedures. If an estimate conflicts with those procedures, we'll let you know, and you may choose to pay the difference to use OEM parts. See our Parts Policy.

We work with Enterprise to arrange a rental during your repair. Depending on the repair, the rental is billed through our shop, directly to you, or to your insurer. If we bill the rental, you're responsible for any amount your insurer doesn't cover. Coverage depends on your policy, so ask us and we'll help you find out what's covered.

Call us first at 410-484-6377 and we'll arrange towing through Apex Towing, which serves Baltimore County and nearby areas 24 hours a day. After hours, call Apex directly at (410) 560-7130. We pay Apex and bill the cost to you or to your insurer, depending on whether the repair is customer-paid or insurance-paid. If you prefer, you can use your own tow company and schedule the towing yourself.

Yes. If the repair costs about the same as your deductible, you may prefer not to file. We'll give you a free estimate and explain your options so you can decide.

You can usually file with your own insurer or with the at-fault driver's insurer. We can explain how each works.

If your insurer decides repair costs are too high, they'll declare it a total loss and work out a settlement with you. We'll help you understand the process and get your belongings out of the vehicle.

Our metalwork and paint carry a Limited Lifetime Warranty for as long as you own your vehicle. Mechanical repairs are covered for 12 months or 12,000 miles, and parts carry the manufacturer's warranty. See our warranty page for the full terms.