“Use One of Our Preferred Shops”: Can You Choose Your Own?
Last reviewed October 10, 2026 by Ali Ahmad, MyAutoTriage editor.
What the adjuster said
"You'll need to use one of our preferred shops."
Short answer
Generally you can choose your own repair shop, and many states have laws against insurers steering you. If your shop's estimate is higher, under the NAIC model rule the insurer must either pay the difference or name a shop that will do the repair for its estimate.
What it usually means
Preferred or direct-repair shops have agreements with the insurer on rates and processes. That can make things faster, but the shop also works with the insurer every day. Your own shop works for you.
What the rules say
- Maine's regulator says you are not required to use a repair shop recommended by the insurer, though you may pay the difference if your shop charges more.
- If your written estimate is higher, the insurer must pay the difference or promptly name at least one shop that will repair for its estimate (Model 902, Section 8E).
- When the insurer designates a shop, it must have the car restored to its pre-loss condition at no extra cost to you beyond the policy terms, in a reasonable time (Section 8G), and it can't make you travel an unreasonable distance (Section 8C).
The NAIC model act and regulation are templates that most states have adopted in some form, often with different deadlines or wording. Your state's own law and your policy are what apply.
What to say back
Reply in writing (email is fine) so you have a record. Fill in the brackets:
I have chosen [shop name and address] to repair my vehicle on claim [claim number]. Please send your appraiser or arrange an inspection there. If your estimate is lower than my shop's, please either pay the difference or give me the name of a shop that will complete the repairs for your estimate, as I understand the claim-handling rules require.
Frequently asked questions
Who guarantees the repair if I use the insurer's shop?
Ask in writing. Many insurers offer a lifetime guarantee on repairs at their direct-repair shops. With your own shop, the shop's warranty applies.
Will my claim be slower if I use my own shop?
Sometimes a little, because the insurer has to send an appraiser and approve supplements. Ask the shop how it works with your insurer.