California – Auto Body Repair Consumer Bill of Rights
A CONSUMER IS ENTITLED TO:
1. SELECT THE AUTO BODY REPAIR SHOP TO REPAIR AUTO BODY DAMAGE COVERED
BY THE INSURANCE COMPANY. AN INSURANCE COMPANY SHALL NOT REQUIRE
THE REPAIRS TO BE DONE AT A SPECIFIC AUTO BODY REPAIR SHOP.
2. AN ITEMIZED WRITTEN ESTIMATE FOR AUTO BODY REPAIRS AND, UPON
COMPLETION OF REPAIRS, A DETAILED INVOICE. THE ESTIMATE AND THE INVOICE
MUST INCLUDE AN ITEMIZED LIST OF PARTS AND LABOR ALONG WITH THE
TOTAL PRICE FOR THE WORK PERFORMED. THE ESTIMATE AND INVOICE MUST
ALSO IDENTIFY ALL PARTS AS NEW, USED, AFTERMARKET, RECONDITIONED, OR
REBUILT.
3. BE INFORMED ABOUT COVERAGE FOR TOWING AND STORAGE SERVICES.
4. BE INFORMED ABOUT THE EXTENT OF COVERAGE, IF ANY, FOR A REPLACEMENT
RENTAL VEHICLE WHILE A DAMAGED VEHICLE IS BEING REPAIRED.
5. BE INFORMED OF WHERE TO REPORT SUSPECTED FRAUD OR OTHER COMPLAINTS
AND CONCERNS ABOUT AUTO BODY REPAIRS.
6. SEEK AND OBTAIN AN INDEPENDENT REPAIR ESTIMATE DIRECTLY FROM A
REGISTERED AUTO BODY REPAIR SHOP FOR REPAIR OF A DAMAGED VEHICLE,
EVEN WHEN PURSUING AN INSURANCE CLAIM FOR REPAIR OF THE VEHICLE
COMPLAINTS WITHIN THE JURISDICTION OF THE BUREAU OF AUTOMOTIVE REPAIR
Complaints concerning the repair of a vehicle by an auto body repair shop should be directed to:
Toll-Free (866) 799-3811
Bureau of Automotive Repair
10949 North Mather Blvd.
Rancho Cordova, CA 95670
The Bureau of Automotive Repair can also accept complaints over its website at: www.autorepair.ca.gov
COMPLAINTS WITHIN THE JURISDICTION OF
THE CALIFORNIA INSURANCE COMMISSIONER
Any concerns regarding how an auto insurance claim is being handled
should be submitted to the California Department of Insurance at:
(800) 927-4357 or (213) 897-8921
California Department of Insurance
Claims Services Bureau
300 South Spring Street
Los Angeles, CA 90013
The California Department of Insurance can also accept complaints over its website at:
http://www.insurance.ca.gov
