They Don’t Write Repair Procedures. So Why Are They Telling You What’s “Not Needed”?
- Casey Brothers
- Apr 2
- 2 min read
Let’s get something straight:
Insurance companies are not engineers.They don’t design safety systems.They don’t conduct crash testing.They don’t build vehicles.
But somehow, they still feel confident enough to say:
“Calibration not approved.”“No DTCs, so it doesn’t need it.”“Use your judgment.”
Here’s our judgment: That’s not their call.
What Insurance Is Actually Responsible For:
Covering the cost to return the vehicle to pre-loss condition
Paying for repairs based on manufacturer guidelines
Accepting documentation that justifies OEM-required procedures
Protecting their own liability by ensuring repairs are safe and complete
Not interfering with proper repair methodology
That’s it. That’s the list.
They are not responsible for:
Deciding when calibration is “really necessary”
Overriding engineering
Cherry-picking procedures based on what their system thinks is valid
Let’s Repeat the Key Point: They Do Not Get to Rewrite OEM Requirements
If Honda says calibrate after a windshield replacement — you calibrate.If Ford says calibrate after a bumper removal — you calibrate.If Toyota says dynamic AND static procedures must be performed — you do both.
And when insurance says,
“Well, we don’t usually pay for that”?
Cool story. Still doesn’t change what’s required.
If They Deny It, They Need to Own It (In Writing)
Here’s what every shop should be saying:
“If you’re directing us to omit an OEM-required calibration, please confirm in writing that [Insurance Company Name] will assume full liability for any failures of the ADAS system post-repair.”
Funny how quick things change when the liability light turns on.
What Happens When They Don’t Pay?
You still do it.
Because if you send a car out without a required calibration — and something goes wrong — you’re on the hook.
Not the adjuster.Not the claims rep.You.
Let’s Talk About the Customer, Too
Insurance has a responsibility to:
Explain clearly why something is being denied
Provide alternate resolution (supplements, reinspection, escalation)
Avoid misleading the customer with false info like:
“You don’t need that — they’re just adding extras.”
Because when the customer comes back angry — it’s the shop that looks like the problem.Not the insurance company who started it.
Final Word: The Insurance Company Pays the Bill. They Don’t Decide the Work.
They’re not the repair planner. They’re the one with the checkbook.
And if they want to deny a calibration, they’d better be ready to put their signature on that risk — not yours.
Follow the OEM.Back it up with documentation.And don’t let anyone — especially a spreadsheet warrior in a cubicle — tell you how to fix a 4,000-pound missile on wheels.
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