When the Adjuster Says No, Here's How You Say It Back (Professionally)

We’ve all had the conversation:

“Calibration’s not approved.”“There’s no DTC.”“Use your judgment.”

Here’s what you need to understand:Insurance doesn’t get to dictate OEM repair procedures. They don’t write the rules. They don’t design the vehicle. They sure don’t carry your liability.

So when they push back, you don’t need to start a fight—but you do need to stand firm.

Step 1: Start with Documentation, Not Emotion

Send the OEM position statement. Highlight the exact line that calls for calibration.

Pro tip: Include the vehicle’s VIN at the top of the page.It makes it personal. Real. Harder to dismiss.

Step 2: Shift the Burden (Legally and Logically)

Use this line:

“As the repair facility, we are obligated to follow OEM procedures and ensure the vehicle is returned to pre-loss condition. If you are advising that we skip a required calibration, please confirm—in writing—that your company is accepting full liability for the performance of the ADAS systems after the repair.”

Watch how fast they reconsider.

Step 3: Keep It About Safety and Standards

Never make it about the money. Make it about:

• Liability

• Safety

• OEM compliance

• And customer trust

You’re not being “difficult.” You’re being responsible.

Final Word: Push Back Doesn’t Mean Pushy

You’re not trying to pick a fight.You’re trying to protect the customer, your shop, and the people driving next to them.

Say it professionally. Say it with proof.And never back down when the procedure is clear.