When the Insurance Company Says “No” — You’d Better Say “Here’s the Documentation”

Let’s set the scene.

The repair calls for a bumper replacement. The radar is involved. OEM says calibration is required. You include it in the estimate.

Then the adjuster responds with:

“We’re not paying for that. It’s not necessary.”

Excuse me?

The manufacturer that designed the car says calibration is required.But the person with a spreadsheet and a quota says it’s not?

Let’s be very clear: “Not Approved” by the insurer does NOT mean “Not Required.”

Their Denial Doesn’t Erase Your Responsibility

You — the shop, the calibrator, the repair facility — are still the last one to touch the car.You’re the one the customer trusts.And guess what?You’re the one that’s legally and ethically responsible if something goes wrong.

The insurance company can deny payment.But they can’t deny liability on your behalf.

OEM Overrules Everything

Every time. No exceptions.

If the OEM procedure says calibrate after replacement? You calibrate.
If the OEM says recalibrate after collision, removal, or even painting a sensor? You calibrate.
If they say a functional check isn’t sufficient? Then it’s not.

It doesn’t matter what the insurer believes.It matters what the automaker requires.

And if you skip that step because the carrier said no?You just assumed the risk. Not them.

So What Do You Do When They Deny It?

Here’s the playbook:

Step 1: Print the OEM procedure

Show the calibration requirement in black and white. Include VIN-specific documentation when possible.

Step 2: Document the repair

Save the line item that justifies the calibration (e.g., bumper R&R, sensor removal, structural repair, etc.)

Step 3: Inform the customer

Let them know the insurer denied a required calibration. Explain the risk, and make it clear you cannot in good conscience release the vehicle until it’s done.

Step 4: Offer a clear position

“We are not refusing to repair the car. We are refusing to perform an incomplete repair.”

Shops That Skip to Keep the DRP Happy? You're on Borrowed Time.

We know why some shops cave.

You’re afraid of losing the job.You’re under pressure from the carrier.You don’t want to deal with pushback.

But if that vehicle ends up in a crash and the ADAS system failed?That DRP badge on your wall won’t stop the lawsuit.Documentation will.

Final Word: Denial Is a Billing Issue. Not a Safety Issue.

The insurer is allowed to deny payment.They are NOT allowed to rewrite engineering standards.

If you follow the OEM, document your process, and refuse to compromise — you win, no matter who says no.

So next time they say “we’re not paying for that,” respond with this:

“That’s fine. But we’re still doing it. Because it’s required. And we don’t cut corners with people’s lives.”