After a car accident, most Massachusetts drivers assume their insurance company is there to guide them in the right direction. Unfortunately, many consumers don’t realize that insurers often have financial incentives that don’t always align with the vehicle owner’s best interests.
Choosing a registered auto body shop in Massachusetts is also an important part of protecting your rights and ensuring repairs are performed legally and safely.
Our mission as a local Massachusetts collision repair shop is simple: educate and protect consumers, while staying fully compliant with state law and ethical repair standards.
What Is Insurance Steering?
Insurance steering occurs when an insurance company pressures, persuades, or misleads a policyholder into using a specific “preferred” or Direct Repair Program (DRP) shop.
Steering may sound like:
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“This will go faster if you use our shop.”
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“We can’t guarantee the repairs elsewhere.”
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“You might have to pay more if you don’t use our facility.”
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“That shop isn’t in our program.”
In Massachusetts, this type of pressure is not allowed.
Massachusetts Law: You Have the Right to Choose
Under Massachusetts law, you have the legal right to choose any licensed collision repair shop to repair your vehicle.
Insurance companies may recommend a repair facility, but they cannot:
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Require you to use it
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Misrepresent your rights
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Delay or deny a valid claim because of your choice
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Penalize you for selecting an independent shop
If recommendation turns into pressure or misinformation, it crosses into deceptive territory, even if carefully worded.
Massachusetts consumer protections, including the Right to Repair law, exist to ensure vehicle owners—not insurers—maintain control over repair decisions.
An Insider’s Perspective: Why DRP Relationships Matter
I previously worked for a collision repair facility that participated in an insurance Direct Repair Program. That experience opened my eyes to how these relationships truly operate.
DRP shops are under constant cost-containment pressure from insurance companies. The shop’s performance is often judged by:
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How cheap repairs can be completed
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How quickly vehicles are returned
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How closely estimates match insurer expectations
In that environment, parts quality becomes one of the first compromises.
Like Kind and Quality: The Repair Standard Consumers Deserve
A collision repair shop’s responsibility is to restore your vehicle to pre-accident condition using Like Kind and Quality (LKQ) parts.
LKQ means parts that match:
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Fit
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Function
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Durability
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Safety performance
In many DRP repairs, shops are pushed to use:
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Aftermarket parts that are not CAPA certified
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Thin, poorly molded bumper covers
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Headlights with inferior optics, seals, and electronics
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Components requiring modification to “make them fit”
While the vehicle may look fine at pickup, the long-term safety, performance, and durability may be compromised.
Why Bumpers and Headlights Are a Serious Concern
Modern bumpers are engineered safety components designed to manage crash energy. Substandard replacements may:
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Absorb impact poorly
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Crack or fail in a secondary collision
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Transfer force incorrectly to the vehicle structure
Headlights today are advanced systems—not simple bulbs. Lower-quality replacements can:
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Reduce night visibility
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Fail prematurely
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Cause warning lights or calibration issues
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Impact advanced driver assistance systems (ADAS)
These issues aren’t always visible on day one—but they matter when safety is on the line.
Who Does a DRP Shop Work For?
This is one of the most important—and least understood—questions consumers should ask after an accident.
In a Direct Repair Program (DRP) relationship, the collision repair shop enters into a contractual agreement with the insurance company, not the vehicle owner. That agreement often dictates how repairs are written, what parts are used, how long repairs should take, and how much the insurance company is willing to pay.
While many DRP technicians care deeply about their work, the business relationship creates pressure that can conflict with what is truly best for the customer. The shop’s continued placement on the insurer’s preferred list may depend on meeting cost targets, cycle time goals, and compliance with insurer guidelines—even when those guidelines fall short of manufacturer repair standards.
An independent collision repair shop, on the other hand, answers to one party only: you.
That means advocating for:
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Repairs performed to manufacturer specifications
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Proper diagnostics and calibrations
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Parts that meet Like Kind and Quality standards
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Safety over speed or cost savings
When a shop works for you, the repair decisions are based on safety, integrity, and long-term vehicle performance, not insurance metrics.
Aggressive Steering Still Happens
Despite clear consumer protections under Massachusetts law, aggressive steering still happens far more often than most people realize.
I recently witnessed a phone conversation between an insurance representative and a customer who had just been in an accident. What began as a so-called “recommendation” quickly escalated into repeated pressure. The representative continued to push the insurer’s preferred shop while subtly implying that choosing another repair facility could create unnecessary complications.
Statements were framed in a way that sounded helpful on the surface, but the underlying message was clear: using the insurance company’s shop would make things easier, faster, and safer—while choosing an independent shop might lead to delays, uncertainty, or problems with the claim.
Fortunately, this particular customer knew their rights under Massachusetts law and refused to be pressured. They calmly stated that they would be choosing their own repair shop. Once that decision was made clear, the tone of the conversation changed.
Most people, however, are not prepared for these conversations. They’re shaken from an accident, worried about transportation, and unfamiliar with their legal rights. In those moments, even subtle misinformation or repeated suggestions can feel authoritative and convincing.
That’s how steering often continues to exist—not through outright demands, but through persistence, implication, and carefully worded pressure that many consumers mistake for guidance.
This is exactly why education matters. When drivers understand their rights, steering loses its power. When they don’t, insurance companies gain control over decisions that should belong solely to the vehicle owner.
Why We Educate Instead of Intimidate
Our goal isn’t to attack insurance companies or create unnecessary conflict. Our goal is much simpler—and far more important: to protect consumers through education and transparency.
After an accident, most people are already dealing with stress, uncertainty, and disruption to their daily lives. Adding pressure, fear, or confusing information only makes that situation worse. We believe vehicle owners deserve clear, honest explanations so they can make confident decisions about their repairs.
You deserve to understand your legal rights in Massachusetts, including the fact that you—not your insurance company—have the final say in where your vehicle is repaired. Knowing this alone can prevent unnecessary pressure and help you stay in control of the process.
You also deserve to understand the difference between appearance and repair quality. A vehicle can look fine on the surface while hiding compromises beneath the paint—especially when cost-cutting takes priority over proper repair procedures.
Parts selection matters more than most consumers realize. Understanding why the quality, certification, and fit of replacement parts are important allows you to ask better questions and avoid repairs that may look acceptable today but fail to protect you tomorrow.
Most importantly, you deserve to know who truly represents your interests after an accident. Insurance companies have their role, but their priorities don’t always align with long-term safety and repair quality. An independent collision repair shop that works for you can advocate for proper repairs without outside pressure.
Education empowers you to make informed choices. Transparency builds trust. And when consumers understand their rights, intimidation loses its effectiveness.
That’s why we choose education—every time.
Frequently Asked Questions (FAQ)
Can my insurance company force me to use their repair shop in Massachusetts?
No. Massachusetts law gives you the right to choose any licensed collision repair shop.
Will my insurance company still pay if I choose my own shop?
Yes. They are still required to process and pay valid claims according to your policy.
Are aftermarket parts always bad?
Not all aftermarket parts are equal. CAPA certification matters, and parts must meet Like Kind and Quality standards. Many do not.
Why do insurance companies prefer certain shops?
Preferred shops agree to pricing, parts usage, and repair processes that align with insurer cost controls.
Will my repairs take longer if I don’t use a DRP shop?
Not necessarily. Independent shops work directly with insurers and often provide more thorough, safer repairs.
Is insurance steering illegal in Massachusetts?
Yes—when it involves pressure, misinformation, or restriction of your rights. Recommendation alone is allowed; coercion is not.
Is recording insurance calls legal in Massachusetts?
Massachusetts is a two-party consent state. Recording a phone call without consent from all parties may be illegal. Always consult legal guidance before recording conversations.
Your Vehicle. Your Safety. Your Decision.
After an accident, it’s easy to feel rushed into decisions—especially when insurance companies move quickly to “recommend” solutions. But convenience should never come at the expense of safety.
Massachusetts law exists to protect you, the consumer. Still, those protections only work if you’re aware of them and confident enough to exercise them. You are not obligated to follow an insurance company’s preferences, timelines, or cost-cutting measures when they conflict with proper repairs.
Your vehicle is one of your most significant investments, and more importantly, it’s what protects you and your passengers every time you’re on the road. The quality of repairs and parts used today can directly impact how your vehicle performs in the future—especially in another accident.
Choosing the right collision repair shop isn’t about fighting your insurance company. It’s about ensuring your vehicle is repaired correctly, safely, and with your best interests in mind.
Education gives you leverage. Choice gives you control.
Choose a Collision Repair Shop That Takes Your Safety Seriously
If you’ve been in an accident, you don’t have to settle for repairs driven by insurance cost-cutting priorities. You have the right to choose a collision repair shop that puts safety, proper repairs, and quality parts first.
UK Body Work proudly serves Hyannis and the surrounding Massachusetts communities with one clear commitment:
We work for you—not big insurance.
UK Body Work
362 Yarmouth Road
Hyannis, MA 02601
(508) 827-4376
ukbodywork@gmail.com
Schedule your repairs today with a collision repair shop that works for you, not the insurance company.
Your car. Your safety. Your choice.
