Expert: webfoot - 6/27/2006

Question
Hello,
  My Ford 150 pickup was hit, there is some frame damage, and the claims adjuster said it could be repaired, but when the truck was towed to the auto body shop they refused it because they said it is not repairable. Who's right should they send another adjuster to look at it.
We like our truck but want it to be a safe vehicle.    Thank you,
            Lisa J.  

Answer
I understand how you feel Lisa. It's awful being caught in the middle between two parties who both say the are right.

The truth is that it's really not a case of "right" or "wrong".  
Collision repair is a subjective art and science.  If you put 50 insurance adjusters and 50 body techs and 50 more body shop sales personnel on the same estimate, you'll likely get at least 50 different repair methodologies.  

In many cases, no one really "knows" what is repairable until they've tried to repair it.  It comes down to the efficiency of the equipment, the exact location and extent of damage and the talent of the technician.  Unfortunately, nowadays it also comes down to what the shop finds as the most profitable type of work to perform.  If they've got 10 very profitable jobs lined up, then that 11th one that takes too much time will be deemed a total loss to save face.  Now, if the bend extends past a certain angle (known as a kink), or is in a suspension or body mounting area or a designed crumple zone, it is not repairable.

There are several steps in the estimating and repair process.  First there is the initial estimate that the insurance company wrote, likely before the truck was torn down to show the full extent of damage.  Keep in mind that they are called "estimates" for a reason.  The next step is to tear down the vehicle and submit a supplement for hidden damage.  Sometimes, the insurer will ask the shop to go ahead and do a pull on the frame to see if it's going to straighten at this stage.  If they are able to get it into spec at this stage without tearing it or using excessive heat, then it's likely repairable.  Then they will proceed with the supplement.  If it doesn't straighten at this stage, then the insurance company can either choose to replace the frame or total the vehicle.  

It's possible that the shop is now seeing something that the adjuster couldn't or didn't see on the first estimate.  It's possible that this shop simply isn't very good at frame repair.  It's possible that the adjuster is not experienced enough with this particular damage scenario.  

What I would recommend is that you have them set up an appointment with yourself, the shop manager, the adjuster and a second party from the insurance companies such as the adjuster's supervisor or a more senior adjuster.  Such a meeting to view the damages will keep everyone straight and will eliminate a lot of the posturing that goes on between shops and adjusters.

Please feel free to let me know how it's going and I'd appreciate your feedback.