Do I Have to Use My Insurance Company's Body Shop in Indiana?

No, you do not have to use your insurance company's preferred body shop in Indiana. Indiana Code 27-4-1.5 (the Indiana Unfair Claims Settlement Practices Act) generally protects consumer choice of repair facility. Your insurance company may suggest, recommend, or pressure you toward their network shop, but the final decision belongs to you.

At Bob Rohrman Collision Repair Center, where we've been at 3400 National Drive in Lafayette since 1969, this is the question we hear most often after "how much will it cost?" Customers call us nervous because their adjuster told them they "had" to use State Farm's Select Service shop, Allstate's Good Hands Repair Network, or Geico's Auto Repair Xpress. Below is general information about Indiana's right-to-choose law and common adjuster patterns we see.

The Indiana Law in 30 Seconds

Indiana Code 27-4-1.5 prohibits insurance companies from engaging in "unfair claims settlement practices." Section 5(a)(11) specifically lists steering customers to particular shops as a regulated practice. The Indiana Department of Insurance enforces this law and accepts consumer complaints.

Insurance companies operating in Indiana are required to:

• Inform you in writing that you have the right to select your own repair facility
• Not pressure, intimidate, or mislead you into using a specific shop
• Pay for a proper repair at the shop of your choice, subject to your deductible
• Process supplements (additional repair costs discovered during repair) without penalty to the shop you chose

If a carrier crosses these lines, for example, telling you they won't warranty work at a non-network shop, or that they "can't process the claim" unless you use their preferred shop, that's a complaint-worthy violation, not a feature of your policy.

Why Insurance Companies Push Preferred Shops So Hard

Direct Repair Program (DRP) shops, the network shops your insurance suggests, have pre-negotiated rates and pre-approved processes with the insurer. The insurance company pays slightly less per claim at a DRP shop, claim handling is faster, and adjusters get measured on placement rates. None of that is inherently bad. But it's also not about you.

When an adjuster says "we have a great shop right next to your house," they're not lying, that shop probably is convenient. But the framing makes the decision feel made for you. The choice is still yours. You may live closer to a different shop, prefer a different shop's reviews, or want to use the shop your dealer recommends. All of those are valid reasons, and you don't owe an explanation.

What to Actually Say to Your Adjuster

This is the part nobody tells you. When you file a claim, the adjuster's intake script will ask where you want the vehicle. You don't need to negotiate or justify, just state your choice clearly:

"I'm taking it to Bob Rohrman Collision Repair Center in Lafayette. Please direct the estimate and any communication to them. Their phone number is (765) 448-1100 and the address is 3400 National Drive, Lafayette IN 47905."

That's it. If the adjuster pushes back with any of the common steering phrases (covered below), the response is simple:

"I understand your recommendation. My decision is final. Please direct the claim to my chosen shop."

Most adjusters will respect that immediately and move on. The minority who don't are crossing into Indiana Department of Insurance territory.

How Each Major Carrier Handles Body Shop Choice

From what we see across thousands of Lafayette-area claims each year, each major carrier handles this slightly differently:

Carrier	DRP Program Name	Typical Steering Behavior
State Farm	Select Service	Light. Will suggest, accepts your choice quickly.
Allstate	Good Hands Repair Network	Moderate. May offer rental incentives at network shops.
Geico	Auto Repair Xpress	Moderate-heavy. Will push photo estimate at their facility first.
Progressive	Service Center / Network	Heavy. May offer concierge service at their network shop.
Liberty Mutual	Guaranteed Repair Network	Moderate. Touts lifetime guarantee at network shops.
USAA	STARS Shops	Light. Generally respects member choice quickly.

Bob Rohrman Collision Repair Center holds DRP agreements with seven major carriers: State Farm, Allstate, Liberty Mutual, Safeco, Indiana Farm Bureau, Erie, and Auto-Owners. That means we handle the paperwork, supplements, and direct billing for those policies the same way an insurer-network shop would, but you still choose to come to us. We also handle claims with non-DRP carriers (Geico, Progressive, USAA, Travelers, etc.) the same way; the only difference is a few extra approval steps that we manage for you.

The Five Common Steering Phrases (and How to Respond)

Steering rarely sounds aggressive. It's usually wrapped in helpful-sounding language. Here are the five most common phrases we hear, and the reality behind each one:

1. "We can't guarantee the work at that shop." Insurance companies don't guarantee body shop work in the first place. The warranty comes from the shop. Bob Rohrman backs every repair with a lifetime workmanship warranty.
2. "Going elsewhere will take longer." Sometimes true for DRP shops with pre-approved processes. But "fast" only matters if "right" is also true. We handle DRP-style fast turnaround for the seven carriers we have agreements with.
3. "You'll have to pay more out of pocket." Almost always false. Your deductible is fixed. Any supplement is negotiated between shop and insurer, not paid by you.
4. "We can direct-bill if you go to our shop." Implies non-network shops can't, which is false. Most reputable shops including ours direct-bill insurance.
5. "Our preferred shop has a lifetime warranty." True for some network shops. Also true at Bob Rohrman, regardless of insurer. Compare actual warranty terms, not the buzzword.

What If You're On the Phone Right Now and Feeling Pressured?

You don't need to commit to a shop on the call. The most powerful thing you can do is pause:

1. Say: "Let me think about it and call you back with my decision."
2. Hang up. Take 30 minutes. Look up shops. Read reviews. Check certifications.
3. Call the shop you want to use to confirm they accept your insurance (almost all do).
4. Call the adjuster back and tell them where you're going.
5. Have the chosen shop contact the adjuster directly if there's any communication friction.

The whole process should take under 30 minutes. If the adjuster keeps pushing after you've made your choice clear, you can mention you'll file a complaint with the Indiana Department of Insurance, that almost always ends the conversation.

What to Look for When Choosing Your Own Shop

The whole point of choosing your own shop is to pick a better one. Don't pick the shop closest to your driveway, pick the shop that does the work right. Look for:

• I-CAR Gold Class certification, Held by only 10-20% of shops. Indicates ongoing technician training in current repair procedures and ADAS calibration.
• A written lifetime workmanship warranty, Backed by the shop, not the insurance company.
• Verifiable third-party reviews, Carwise, Google, BBB. Look for 4.5+ stars across 100+ reviews.
• Years at the same address, Shops that have been around for decades have track records you can verify.
• OEM repair procedure compliance, Modern repairs require following manufacturer-published procedures.

If you want a deeper guide, read our walkthrough on how to choose the right auto body shop.

The Bottom Line

Indiana statute generally protects consumer choice of body shop. Your insurance company can suggest, but they typically cannot require. The same coverage, the same deductible, and the same warranty generally apply whether you use their preferred shop or your own choice. If you believe a carrier is improperly steering you, you can file a complaint with the Indiana Department of Insurance, or consult an Indiana attorney about your situation.

If you're in Lafayette, West Lafayette, Frankfort, Crawfordsville, or anywhere else in Tippecanoe County, we'd be honored to be on your shortlist. Bob Rohrman Collision Repair Center has held DRP status with seven major carriers since the early 2000s, runs an I-CAR Gold Class facility, and backs every repair with a lifetime workmanship warranty. Call us at (765) 448-1100 or get a free 24/7 photo estimate before you talk to your insurance.

Already on the phone with your adjuster? You don't have to commit on the call. Get a free 24/7 photo estimate from Bob Rohrman Collision Repair Center first, or call us directly at (765) 448-1100. We're at 3400 National Drive, Lafayette IN 47905. Lifetime warranty, I-CAR Gold Class, 4.7★ from 1,952 reviews.