Know your rights

A consumer’s guide to navigating state law as provided by the Department of Insurance.

North Carolina

Any complaints that you have against an adjuster or appraiser may be submitted by email to the Agent Services Division at [email protected]. A complaint file will be set up, and someone from the Department will be in contact with you for further investigation of the complaint.

If the complaints involve multiple insureds or claimants, please submit these separately.

North Carolina Insurance Rules

New N.C. insurance rules for auto damage appraisers define ‘disinterested,’ ethical standards – Repairer Driven News 

South Carolina

Any complaints that you have against an adjuster or appraiser may be submitted here. A complaint file will be set up, and someone from the Department will be in contact with you for further investigation of the complaint.

If the complaints involve multiple insureds or claimants, please submit these separately.

Don’t be steered by Your Insurance Company

Insurance companies often tell you that you have to go to a certain shop, but

IT’S YOUR CHOICE AND THAT’S THE LAW.

The insurance company may recommend a repair shop; however, you have the right to select the repair shop of your choosing. The amount determined by the insurer to be payable under the policy, will be paid regardless of whether or not you use the recommended repair service. No insurance company shall require the use of after-market parts unless the part is equal to the original part in terms of fit, quality, performance and warranty. Any modifications made necessary because of the use of after-market parts shall be included in the estimates. -NC Consumer Guide

Code of Ethics:

As a member of Carolina’s Collision Association we pledge to…

I. Hold ourselves, employees and technicians to the expectation of excellence, focusing on the safest repairs possible.

II. Operate our business with the highest standards of ethical conduct.

III. Treat each customer in a fair, open and honest manner and fully comply with all laws regulating the collision industry and businesses in our state to the best of our abilities.

IV. Meet the collision repair needs of our customers in a knowledgeable and professional manner.

V. Represent our collision repairs clearly and factually, standing fully behind our warranties, and in all other ways, justifying the customer’s respect and confidence.

VI. Advertise our repairs in a positive, factual and informative manner.

VII. Resolve customer concerns promptly and courteously.

VIII. Be conscientious about recycling, and other practices, in order to ensure conservation and preservation of the environment.

IX. Repair every vehicle correctly, as outlined by the manufacturer’s repair procedure, the best humanly way possible.