Dear Body Shop Owner: Why Your Shop Needs a “We Repair to OEM Spec” Policy — And Why You Should Hand It to Every Adjuster

There’s a moment in every repair when things go sideways.

You write the estimate, include the OEM-required calibrations, inspections, and resets — and just like clockwork, the adjuster responds:

“That’s not necessary.”“We don’t usually pay for that.”“We’ve never done that before.”

And suddenly, you’re not repairing a car — you’re explaining basic safety procedures to someone who thinks a radar calibration is “just a scan.”

Here’s the fix: stop explaining. Start handing them your policy.

What’s a Shop Policy Document?

It’s a one-page, no-nonsense statement that says:

🛠️ “We follow manufacturer guidelines — always. If the OEM says to do it, it gets done. We will not omit, modify, or shortcut any procedure based on insurance preference.”

That’s it. It’s your line in the sand.

It’s not a debate starter.It’s not a supplement justification.It’s your standard of care — in writing.

Why It Works

Most shops get steamrolled not because they’re wrong — but because they try to argue instead of setting boundaries.

A policy document takes the personal emotion out of it. It lets you say:

“Here’s how we operate. We’re happy to share the OEM procedure if needed. But we don’t negotiate safety.”

It protects your staff. It keeps your estimators consistent. And it makes it very clear that you’re not going to sacrifice safety to close a file.

What It Can Include (Keep It Simple):

• A clear statement that you repair to OEM documented procedures

• That you do not substitute, skip, or override required steps based on insurer pushback

• That calibrations, inspections, and replacements will be performed when required

• That transport or off-site services will be used when necessary to comply with OEM conditions

• That you are not liable for insurer refusals to pay for manufacturer-required repairs

You can also include a simple line at the bottom:

“If you would like to assume liability for skipping a required step, please sign and return this document with your refusal.”

(They won’t. Trust us.)

Who Should Get It?

• Every adjuster who pushes back

• Every customer who’s confused about denials

• Every DRP manager trying to cut “cycle time” by skipping steps

• Every new team member in your own shop

Make it part of your SOP. Keep it at the front counter. Print it on heavy stock if you want to feel extra professional handing it over.

Final Word: You Don’t Need to Justify Safety — You Need to Stand Behind It

A shop policy document isn’t just about pushing back.It’s about protecting your shop, your team, your customer, and your reputation.

Because when something goes wrong — and eventually, it will — the only question that matters is:

“Did you follow the rules?”

If the answer is yes — and you can show it in writing — you’ve already won.