What to say about insurance claims on your website

Why this section matters

For many customers, the insurance claim is the scariest part of an accident. They don't know who calls whom, whether they have to use the shop their insurer suggests, or who pays for what. A shop that explains the basics calmly earns trust before the customer ever walks in.

You're not their lawyer or their adjuster. Your job on the website is to make the process feel manageable and to make it clear you've done this many times.

What to include

1. That you work with insurance

A simple line does it: "We work with insurance companies every day and can help you through the claim." If you're part of specific insurer programs, you can list them. If you're not, there's no need to mention it.

2. The customer's choice of shop

In many states, drivers have the right to choose where their vehicle is repaired, even if their insurer recommends a different shop. You can say that in general terms:

"In many states, you can choose your own repair shop. Check your policy or ask your insurer if you're not sure."

Don't cite statutes or claim it applies everywhere unless you've confirmed it for your state. Keep it as information, not a legal opinion.

3. What happens, step by step

A short numbered list takes the mystery out of it:

1. Report the claim to your insurer and get a claim number.
2. Bring the car in or request an estimate online.
3. We write the estimate and coordinate with your adjuster.
4. Supplements, if needed. If we find hidden damage once repairs start, we document it and send it to the insurer for approval.
5. Repairs and refinish.
6. Final inspection and pickup. We walk you through the work.

Adjust this to match how your shop actually works.

4. What to bring

• Insurance card and claim number
• Adjuster's name and contact, if you have them
• Police report number, if there is one
• Keys and any rental reservation details

5. Deductibles, in general terms

Tell customers that their deductible is set by their policy and is usually paid to the shop at pickup, if that's how you handle it. Don't speculate about what any specific policy covers.

6. Rentals and towing

Customers worry about getting around while their car is in the shop. Say whether you can help arrange a rental, whether you have a rental partner nearby, and whether you can arrange a tow. Note that rental coverage depends on their policy.

What to avoid

• Promising "no out-of-pocket cost." You can't know their policy.
• Telling customers what their insurer must pay. That's between them and their insurer.
• Legal-sounding language. Plain words build more trust.
• Criticizing insurers. It reads as a fight the customer doesn't want to be part of.

Cash and non-claim jobs

Not every job goes through insurance. Small dents, scrapes and bumper scuffs are often paid out of pocket because they're close to the deductible. Mention that you handle customer-pay work too, so those drivers don't assume you only take claims.

Where to put it

A short "Insurance claims" section below your services, with the step-by-step list, works well. Link to it from your estimate button area so nervous customers can find it fast.

The bottom line

Explain the process simply, mention the customer's choice of shop in general terms, tell them what to bring and steer clear of promises about coverage. A calm, clear explanation is often what convinces a stressed driver to call you.