We care about Customer Satisfaction and want to make sure that our customers are in informed of the collision repair process from the time of the accident until all vehicle repairs are complete. Our expert staff will be happy to help you with any questions you may have.

Frequently Asked Questions:

Auto Body Repair Questions

Do I Have The Right To Select The Shop That Will Repair My Vehicle?

It’s your car, your choice! We recommend you select a repair shop that will be an advocate for you, the vehicle owner. One who uses manufacturer recommended repair procedures and parts. This assures the repairs are done based on approved repair methodology of your vehicle manufacturer.

Do I need to get three estimates?

You DO NOT need multiple estimates. You simply need to tell the insurance company who you want to work on your car. You legally have the choice where you want your car repaired. Orlando Auto Body can assist you with this if you are being told otherwise. We will deal with the insurance company for you.

My insurance company suggested I take it to their body shop to have the work performed; can I still bring it to you?

We get asked this question on a daily basis. Your insurance company wants you to think this is the only way to guarantee the work that is performed. The truth is, they want you to go to their body shop because they have negotiated a rate with them. This means, sometimes, things that should be replaced, are instead repaired, to save the insurance company money. We guarantee every job we do, regardless of insurance company, for as long as you own your car.

What is a "Direct Repair" Shop or DRP?

A direct repair facility is a body shop that works directly with your insurance company as a preferred shop. Body shops earn the right to be in preferred shop programs by meeting certain requirements. These include having certified technicians, using the proper equipment, and most importantly, having a record of satisfied customers. For your convenience, when you use a preferred shop, the repair process is streamlined. You don’t have to be hassled with getting estimates. A preferred shop actually writes the estimate, orders the parts, and repairs your vehicle without having to wait for an insurance adjuster. Insurance companies constantly monitor their preferred shops to ensure quality repair.

My insurance company is insisting my car be repaired with used or aftermarket parts, what can I do?

This is sometimes a tricky question. Each policy is different, and each job is different. If you are having your car repaired by your own insurance company, you are legally bound to the terms of your policy, which sometimes allows for such repairs. If you are not the at fault driver, you are entitled to have your vehicle repaired to before accident conditions by the at fault driver’s insurance company.

How much do you charge to give me an estimate of repairs?

We offer FREE estimates whenever it’s convenient for you. No need to make an appointment! The estimate will take about 30 minutes, and we can also help with any other questions you may have about the repair process.

My car also has mechanical related issues due to the crash, can you fix that too?

Yes. We have ASE certified mechanics on duty at all times to assist with such repairs.

Only a portion of my car is being repainted, will it match?
Colors fade, and change over time. With our computerized color matching, this is never an issue. Regardless of age of car, or degree of fading, you will never have to worry about this. This is also backed by our 100% customer satisfaction warranty.

How Long Will It Take To Repair My Vehicle?

We understand the importance of returning your vehicle to you. It is never easy to be without your vehicle, but we strive to make it as simple and hassle free as possible. The repair time depends on several factors. The extent of damage, availability of parts and insurance approval all effect your repair time. Occasionally delays occur that are unexpected such as hidden damage or parts shipping. We will give you an expected out-date providing we do not run into any parts or supplement issues. Your advisor can give you an estimate of the time it will take to complete the repairs to your vehicle. Be sure to check with your advisor for the specifics on your vehicle. The repair time depends on several factors.

Why Can’t I Get An Estimate Over The Phone?

There are many factors that can greatly affect estimated repair costs. Parts prices and repair time are determined by professional estimating software. Repairs often have hidden structural or frame damage that is not visible and may also need wheel alignment. Our expert staff will provide a thorough, accurate estimate after carefully examining your vehicle.

Where Do I Get My Claim Number?

Claim numbers are issued by your insurance company at the time you report your accident. Write your claim number down and bring it in with you when you come in to begin the repair process, we will handle the insurance negotiations for you. If you do not have your claim number contact your insurance representative or we will contact them for you.

How Do I Log In To Your Website To View My Information?

To log in to our website simply click the customer log in button and enter the Repair Order Number (RO#) you were given by the shop. The Repair Order Number (RO#) is located on your paperwork. Contact us for assistance.

Do I Have To Pay a Deductible?

The amount of deductible that you will be responsible for is determined by your insurance policy. If you carry broad collision, and you were not at fault, your insurance company most likely will waive your deductible. Insurance companies determine fault by your account of the accident when you make the claim, and by reviewing the accident report filed with the police department. If you aren’t sure about your deductible, you can call your agent and he or she can tell you whether your insurance company has waived your deductible or whether you will be responsible to pay this when you pick up your vehicle.

Who Do I Pay My Deductible To?

If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle. If you aren’t sure about your deductible, you can call your agent and he or she can tell you whether your insurance company has waived your deductible or whether it will be your responsibility.

What Are Betterment Charges?

Parts that wear out and need replacement with time and use (i.e., tires, batteries, and suspension parts) are commonly subject to betterment charges when they are replaced during the repair process. These betterment charges are determined by your insurance company and are pro-rated based on actual miles on your vehicle.

How Will I Know When My Vehicle Repair Is Completed?

You will be notified when your vehicle is ready to be picked up. You can also check this website. The Vehicle Repair Status is displayed on your customer information page. Feel free to call or e-mail your advisor during the repair process if you have questions or concerns.

How Can I Get a Rental Car?

If you need a rental car, we can help you make the necessary arrangements. Insurance companies will only pay for a rental car if you have that option on your policy or if you are the claimant. Check your policy and/or call your insurance company to find out if you have rental coverage and what your specific limitations are.

Can You Match The Paint Color On My Vehicle?

Yes. Today’s modern factory finishes incorporate multiple layers of highly specialized paints. We have made a major investment in the finest paint system available and constantly upgrade our technology and equipment to ensure that each vehicle’s paint matches. We take special pride in our ability to match factory finishes as the final step in the restoration process.

Can I Get Other Service Work Done While My Vehicle Is In The Shop?

Yes. Just let your advisor know what other work you would like done so that he or she can make the necessary arrangements.

If My Vehicle Frame Is Damaged Is It a Total Loss?

No. A car is a total loss only when the price of repairs exceeds the insurance company’s determined value of your vehicle. Today most cars are built using unibody (frame and body as one) construction. Our highly skilled technicians, with the aid of our state-of the-art computer measuring system, can return your vehicle to its original factory specifications. If it is determined that the frame section is bent beyond repair, that section can simply be replaced.

Do you offer free pick-up and delivery of my car?

Yes we are happy to pick up and deliver your car to your home or office so you don’t have to find a ride and is convenient to you.

What To Do In Case Of An Accident:

We have provided a helpful list of proper things to do in the event of an accident.

Click Here For Accident Tips

Paintmasters Auto Body & Collision Centers is a direct repair body shop for the following insurance companies:

Assurance America 1-888-580-8134
Farmers Insurance 1-800-435-7764
GEICO 1-877-206-0215
infinity Insurance 1-800-477-5056
Liberty Mutual 1-800-2CLAIMS
Metlife 1-800-854-6011
Nationwide 1-800-421-3535
Progressive 1-800-PROGRESSIVE
The General 1-800-280-1466 (#3)
Travelers 1-800-CLAIM33

Universal Collision accepts ALL insurance claims and guarantees the auto body repair work for as long as you own the vehicle

American Family 1-800-374-1111
Esurance 1-800-226-3224
The Hartford 1-800-243-5860
GMAC 1-800-GMAC-123


View this list to view definitions of commonly used collision repair terminology.

Click Here For Terminology List

Caring For Your New Paint

Here we provide recommendations and tips on how to properly care for your new paint.

Click Here For More Information

Collision Repair Parts Definitions

There may be several different part types on your estimate. Find out the differences in the parts types.

Click Here For More Information

Selecting An Auto Repair Body Shop

What criteria should be used in determining which shop to pick? Here are some valuable tips for choosing a qualified auto body repair shop.

Click Here For More Information