State of California Department of Insurance
John Garamendi, Insurance Commissioner

A Consumer is Entitled to:

1. Select the auto body repair shop to repair auto body damage covered by the insurance comapny. An insurance company shall not require the repairs to be done at a specific auto body repair shop.
2. An itemized written estimate for the auto body repairs and, upon completion of repairs, a detailed invoice. Thes 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 preort suspected fraud or other complaints and concerns about auto body repairs.

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 (800) 952-5210    
California Department of Consumer Affairs

Bureau of Automotive Repair
10240 Systems Parkway
Sacramento, CA 95827

The Bureau of Automotive Repair can also accept complaints over its web site at: www.autorepair.ca.gov

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 South Spring Street
Los Angeles, CA 90013

The California Department of Insurance can also accept complaints over its web site.

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