Know Your Rights

Don’t let your insurance company tell you where to get your vehicle repaired after a collision. You, as the consumer, have the right to select the auto body and collision repair services provider that fits your needs.

But don’t just take our word for it. Below is the State of California, Department of Insurance’s Auto Body Repair Consumer Bill of Rights.

Seal of California.svg

State of California
Department of Insurance



Amended effective January 1, 2010


A Consumer is entitled to:


  1. Select the auto body repair shop to repair auto body damage covered by the insurance company. An insurance company shall not require the repairs to be done at a specific auto body repair shop.
  2. An itemized written estimate for auto body repairs and upon completion of repairs, a detailed invoice. The estimate and the invoice must include an itemized list of parts and labor along with the total price for the work performed. The estimate and invoice must also identify all parts as new, used, aftermarket, reconditioned or rebuilt.
  3. Be informed about coverage for towing and storage services.
  4. Be informed about the extent of coverage if any, for a replacement rental vehicle while a damaged vehicle is being repaired.
  5. Be informed of where to report suspected fraud or other complaints and concerns about auto body repairs.
  6. Seek and obtain an independent repair estimate directly from a registered auto body repair shop for repair of a damaged vehicle, even when pursuing an insurance claim for repairing the vehicle.


Complaints within the jurisdiction of the Bureau of Automotive Repair


Complaints concerning the repair of a vehicle by an auto body repair shop should be directed to: Toll Free (866) 799-3811
California Department of Consumer Affairs/Bureau of Automotive Repair
10240 Systems Parkway
Sacramento, CA 95827

The Bureau of Automotive Repair can also accept complaints on its website at:

Complaints within the jurisdiction of the California Insurance Commissioner

Any concerns regarding how an auto insurance claim is being handled should be submitted to the California Department of Insurance at:
(800) 927-HELP or (213) 897-8921
California Department of Insurance
Consumer Services Division
300 S. Spring Street
Los Angeles, CA 90013

The California Department of Insurance can also accept complaints on its website at:


Bells & Vaughn Hours:
Monday - Friday: 8:00am - 6:00pm
Saturday: 8:00am - 1:00pm

Our Address: 
241 North Allen Ave, Pasadena, CA 91106

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