Do I have to use the insurance company's recommended body shop?
No. In Maryland, and in most U.S. states, the vehicle owner has the legal right to choose the repair facility. Your insurance company can recommend a shop — usually one in their Direct Repair Program (DRP) — but they cannot require you to use it. The moment you say "I'd like to take it to Eastern Auto Works," that decision is final.
What is a Direct Repair Program (DRP)?
A DRP is a contractual arrangement between an insurance company and a body shop. In exchange for a steady flow of claims, the shop agrees to insurer-set pricing, cycle-time targets, and often the use of aftermarket or used parts. DRP shops have two customers: you and the insurance company. An independent shop has one: you.
DRPs aren't inherently bad — there are good DRP shops — but the structure creates a conflict of interest. When an adjuster tries to cut a labor operation or substitute a cheaper part, a DRP shop has a strong financial reason to go along. An independent shop has every reason to push back on your behalf.
What is insurance "steering," and is it legal?
Steering is the practice of pressuring a customer to choose a specific repair shop. Common steering language includes:
- "We can't guarantee the work if you go to that shop."
- "Your repair will take twice as long if you don't use our network."
- "That shop overcharges — they'll cost you out of pocket."
- "We won't pay for a rental car as long if you go there."
Maryland law (Insurance Article § 27-304) prohibits insurers from unfairly steering claimants away from the shop of their choice. If an adjuster uses pressure tactics like the ones above, you can — and should — report it to the Maryland Insurance Administration.
What does the insurance company actually owe me?
Your policy obligates the insurer to pay the cost of returning your vehicle to pre-loss condition, using procedures and parts that meet OEM (Original Equipment Manufacturer) standards. They don't owe a specific shop their business — they owe you a properly repaired car. Where you have that work done is your call.
How do I pick the right body shop?
- Certifications matter. Look for I-CAR Gold Class, manufacturer certifications (Tesla Approved, Ford Certified, etc.), and OEM tooling.
- Ask about parts. A shop that defaults to OEM parts and uses aftermarket only when you approve is acting in your interest. Read more in our OEM vs. aftermarket guide.
- Check reviews. Google reviews, BBB rating, and word of mouth from people who've actually had collision work done locally.
- Ask about warranty. A reputable shop backs its work with a written lifetime warranty.
- Ask who supplements claims. The shop should handle supplements with the insurer directly — you shouldn't be the middleman.
What should I say to the adjuster?
Keep it simple and firm. A line like "Thanks, I'll be taking my vehicle to Eastern Auto Works in Cambridge. Please send your estimator there or coordinate directly with them" is all you need. You don't have to justify your choice.
Why Cambridge-area drivers choose Eastern Auto Works
Eastern Auto Works has served Dorchester County and the wider Eastern Shore for over 30 years. We work with every major insurance company, handle all insurance claims and supplements on your behalf, and back every collision repair in Cambridge with a written lifetime warranty. We're Tesla Approved, Ford Certified, and I-CAR Gold Class — and we answer to you, not to any insurance company.