Understanding Your Rights in Oregon's Insurance Steering: Choosing Your Repair Shop

After an accident, the insurance claim process can feel confusing. You may be dealing with vehicle damage, transportation issues, missed work, rental coverage, and calls from the insurance company all at once. During that process, an insurer may recommend one of their preferred repair shops. A recommendation by itself is not always a problem. Many insurance companies have networks of shops they work with regularly. The issue becomes more serious when a customer feels pressured, discouraged, or misled into using a specific shop instead of the repair facility they actually want to choose. In Oregon, customers have the right to choose the motor vehicle repair shop they trust.

An Oregon insurance office showing policy documents and a computer

What Is Insurance Steering?

In the collision repair world, insurance steering generally refers to situations where an insurance company, adjuster, or claim representative pushes a customer toward a particular repair shop. This can happen directly or indirectly. Sometimes it sounds like a clear instruction. Other times, it may be framed as a warning, delay, or concern about cost.

Examples may include statements like the following:

“You have to use one of our preferred shops.”

“We cannot guarantee the repairs if you go there.”

“You may have to pay out of pocket if you choose your own shop.”

“That shop charges more than we allow.”

“Your claim may take longer if you do not use our recommended shop.”

“We do not work with that shop.”

Not every statement like this automatically means the law has been violated. However, customers should be careful when they feel like their choice is being limited or when they are being discouraged from using the shop they trust.

Oregon Law and Your Right to Choose

Oregon law protects a customer’s right to choose a repair shop after a covered loss. Under ORS 746.280, an insurer may not require that a particular person or repair shop perform the repairs as a condition of recovery under the policy.

Oregon law also requires that, before recommending a repair shop, the person adjusting the claim must inform the insured that they have the right to select the motor vehicle repair shop of their choice. That means the insurance company can have preferred shops. They can recommend shops. But they cannot force you to use a specific shop as a condition of your claim. The vehicle belongs to you. The repair decision belongs to you.

Why This Matters

Choosing a repair shop is about more than convenience. Collision repair can involve structural measurements, welds, scans, calibrations, safety inspections, refinishing, corrosion protection, and manufacturer repair procedures. A proper repair is not just about making the outside of the vehicle look good again. It is about repairing the vehicle correctly, documenting the damage, following proper procedures, and making sure the repair plan addresses what the vehicle actually needs. Insurance estimates are often written before the vehicle is fully disassembled. That means hidden damage may not be visible yet. Once the vehicle is taken apart, additional damage, broken mounting points, damaged sensors, bent brackets, or required procedures may be found. This is why the shop you choose matters.

Preferred Shops vs. Independent Shops

Many insurance companies have direct repair programs, often called DRP networks. These are shops that have agreements with the insurance company. A DRP shop may be convenient for some customers, but you are not required to choose a shop only because it is on an insurance list. Independent repair shops are not controlled by the insurance company. They may still work with insurance claims, submit estimates, document damage, request supplements, and communicate with adjusters. Being independent does not mean a shop cannot repair your vehicle through an insurance claim. It simply means the shop is working directly for the vehicle owner, not under a preferred shop agreement with the insurer.

Common Misunderstandings

One common misunderstanding is that the insurance company “approves” which shop you can use. In Oregon, you have the right to choose your shop. Another common misunderstanding is that a non-preferred shop cannot work with insurance. That is not true. A customer-selected repair shop can still communicate with the insurance company, submit documentation, and request payment for covered repairs. Customers are also sometimes told that a repair will not be warrantied unless they use the insurer’s recommended shop. A repair shop may offer its own workmanship warranty, and part warranties may come from the manufacturer or supplier. The insurer’s preferred-shop warranty is not the only type of warranty that may apply.

What Insurance May Still Review

Your right to choose a shop does not mean every charge is automatically approved without review. Insurance companies still review estimates, coverage, photos, procedures, labor times, parts, and supplements. However, that review should not be used to pressure you into leaving the shop you selected. If there is a disagreement between the shop and the insurance company, that does not mean the shop is doing something wrong. It may simply mean the insurer and repair facility disagree about what is required to repair the vehicle properly. In those situations, documentation matters. Photos, repair procedures, scans, invoices, measurements, and written communication can all become important parts of the claim process.

What You Can Do If You Feel Pressured

If you feel like you are being steered away from your chosen repair shop, slow down and ask questions.

You can ask the insurance company:

“Am I required to use your recommended shop?”

“Can you put that in writing?”

“Are you saying my claim will not be covered if I choose my own shop?”

“Are you denying a specific repair item, or are you only saying your preferred shop would charge differently?”

“Can you explain which policy language supports that decision?”

It is also a good idea to keep records of conversations, emails, claim notes, estimates, and text messages. Clear documentation helps protect you if there is confusion later.

Filing a Complaint

If you believe an insurance company or claim representative is not following Oregon law, you can contact the Oregon Division of Financial Regulation. The Division of Financial Regulation reviews complaints involving insurance companies and agents. They may be able to help determine whether an insurer is following Oregon insurance laws and rules.

Customers can file a complaint online through the Oregon Division of Financial Regulation or contact their consumer hotline for guidance.

Final Thought

After an accident, the claim process can feel stressful. It is easy to feel like the insurance company is in control of every decision. But when it comes to choosing a repair shop in Oregon, the choice is yours. Your insurer may recommend a shop. You may choose to use that shop. You may also choose another repair facility that you know, trust, or feel more comfortable with. The most important thing is that you make an informed decision and understand your rights before repairs begin. Your car. Your claim. Your choice.