State Farm Independent Auto Exam
Select Service Program ANS: In some market areas, repairers have been selected to participate in State
Farm's Select Service Program. The program is designed to enhance claim service, increase efficiency,
and afford customers an opportunity to select qualified repairers to inspect and estimate vehicle
damage
Paintless Dent repair ANS: Paintless Dent Repair (PDR) is an industry recognized repair process that
involves the removal of hail dents or other types of damage from metal exterior surface panels without
disturbing the vehicle's finish. In most cases, this procedure involves the use of specialized tools to apply
pressure to the backside of the panel to remove surface imperfections. Other techniques may be used
to repair damage from the topside of the panel, depending on the size and location of the damage.
By using either of these techniques, the technician is able to restore panel appearance
which eliminates the need for refinishing the panel's surface area. The PDR process is often used to
repair hail damage or other similar dents that occur when an outer panel strikes (or is struck by) an
object that has not compromised the finish of the panel. Since the outer finish of the panel has not been
disturbed, it eliminates the refinishing process
and may allow for repairs to be completed in a more timely and cost effective manner.
Determining Repair Costs ANS: The prices we pay for most repair operations will be determined from
printed or electronic
collision estimating guides and repair facility survey results. However, it is not possible to
determine the cost of every repair operation from these sources. For example, when estimating a sheet
metal
or other repair operation, the labor estimate is based on judgment time. When estimating judgment
time, it should follow what is competitive in the local market to repair the vehicle in a quality manner.
Estimats are based on ANS: Estimates written or approved by
State Farm are based on labor rates and repair costs not to exceed what is charged by a majority of the
repair market in a given area.
Contracts with repairers ANS: We do not enter into contracts with repairers on individual repair jobs on
a fixed or "contract" repair job basis. We pay for the estimated cost of repair based on physical damage
caused as a
result of the loss.
Freight Charges ANS: Similarly, if freight charges are submitted to State Farm for payment, payment
should normally be resisted. Freight charges are not considered as part of actual repair costs and are
generally aligned with an expense a repairer or dealership may incur as a result of operating the repair
facility business. If a circumstance arises that may warrant additional consideration, local management
should contact their assigned Estimatics consultant.
, Minimum Cost ANS: Establishing minimum costs or authority levels can provide a realistic measure of
repair costs for items such as the number of hours allowed for a complete refinish job, material costs, or
similar items.
Publication of survey information ANS: We will not knowingly violate that confidentiality by publicizing
individual
survey data to persons outside our organization
Claims Summary ANS: State Farm will pay claims based upon reasonable, competitive prices for repairs
necessary to
repair the vehicle in a quality manner. The policy contract and law of damages will assist us in
determining whether certain operations are payable
Non original equipment and recycled parts ANS: State Farm promises satisfaction to the vehicle owner
when new non-original equipment and/or
recycled parts are specified on an estimate that is written or approved by State Farm or a Select Service
repair facility.
The State Farm promise of satisfaction relative to non-original equipment or recycled parts does not
replace any quality or warranty provisions we require from repairers, non-original equipment,
or recycled part suppliers.
The State Farm promise of satisfaction for non-original equipment and recycled parts extends to fit,
corrosion resistance, and performance qualities
Non-OEM ANS: Non-Original Equipment Manufacturer
OEM Quality ANS: Used, rebuilt, or reconditioned parts must be of sufficient quality relative to the part
being replaced
Certified Crash Related Non-OEM Parts ANS: such parts are subject to certification standards developed
by an organization approved by State Farm*:
•Bumper
components
•Lighting components
•Radiator supports/tie bars and associated mounting components
•Outer sheet metal and plastic/composite parts
The vehicle owner may request a new non-OEM crash part that is not certified. In this situation, we
should pay the claim based on the part being utilized
Non-OEM Delay ANS: No unusual delay must occur as a result of considering non-original equipment
and/or recycled parts for use in repairs
Select Service Program ANS: In some market areas, repairers have been selected to participate in State
Farm's Select Service Program. The program is designed to enhance claim service, increase efficiency,
and afford customers an opportunity to select qualified repairers to inspect and estimate vehicle
damage
Paintless Dent repair ANS: Paintless Dent Repair (PDR) is an industry recognized repair process that
involves the removal of hail dents or other types of damage from metal exterior surface panels without
disturbing the vehicle's finish. In most cases, this procedure involves the use of specialized tools to apply
pressure to the backside of the panel to remove surface imperfections. Other techniques may be used
to repair damage from the topside of the panel, depending on the size and location of the damage.
By using either of these techniques, the technician is able to restore panel appearance
which eliminates the need for refinishing the panel's surface area. The PDR process is often used to
repair hail damage or other similar dents that occur when an outer panel strikes (or is struck by) an
object that has not compromised the finish of the panel. Since the outer finish of the panel has not been
disturbed, it eliminates the refinishing process
and may allow for repairs to be completed in a more timely and cost effective manner.
Determining Repair Costs ANS: The prices we pay for most repair operations will be determined from
printed or electronic
collision estimating guides and repair facility survey results. However, it is not possible to
determine the cost of every repair operation from these sources. For example, when estimating a sheet
metal
or other repair operation, the labor estimate is based on judgment time. When estimating judgment
time, it should follow what is competitive in the local market to repair the vehicle in a quality manner.
Estimats are based on ANS: Estimates written or approved by
State Farm are based on labor rates and repair costs not to exceed what is charged by a majority of the
repair market in a given area.
Contracts with repairers ANS: We do not enter into contracts with repairers on individual repair jobs on
a fixed or "contract" repair job basis. We pay for the estimated cost of repair based on physical damage
caused as a
result of the loss.
Freight Charges ANS: Similarly, if freight charges are submitted to State Farm for payment, payment
should normally be resisted. Freight charges are not considered as part of actual repair costs and are
generally aligned with an expense a repairer or dealership may incur as a result of operating the repair
facility business. If a circumstance arises that may warrant additional consideration, local management
should contact their assigned Estimatics consultant.
, Minimum Cost ANS: Establishing minimum costs or authority levels can provide a realistic measure of
repair costs for items such as the number of hours allowed for a complete refinish job, material costs, or
similar items.
Publication of survey information ANS: We will not knowingly violate that confidentiality by publicizing
individual
survey data to persons outside our organization
Claims Summary ANS: State Farm will pay claims based upon reasonable, competitive prices for repairs
necessary to
repair the vehicle in a quality manner. The policy contract and law of damages will assist us in
determining whether certain operations are payable
Non original equipment and recycled parts ANS: State Farm promises satisfaction to the vehicle owner
when new non-original equipment and/or
recycled parts are specified on an estimate that is written or approved by State Farm or a Select Service
repair facility.
The State Farm promise of satisfaction relative to non-original equipment or recycled parts does not
replace any quality or warranty provisions we require from repairers, non-original equipment,
or recycled part suppliers.
The State Farm promise of satisfaction for non-original equipment and recycled parts extends to fit,
corrosion resistance, and performance qualities
Non-OEM ANS: Non-Original Equipment Manufacturer
OEM Quality ANS: Used, rebuilt, or reconditioned parts must be of sufficient quality relative to the part
being replaced
Certified Crash Related Non-OEM Parts ANS: such parts are subject to certification standards developed
by an organization approved by State Farm*:
•Bumper
components
•Lighting components
•Radiator supports/tie bars and associated mounting components
•Outer sheet metal and plastic/composite parts
The vehicle owner may request a new non-OEM crash part that is not certified. In this situation, we
should pay the claim based on the part being utilized
Non-OEM Delay ANS: No unusual delay must occur as a result of considering non-original equipment
and/or recycled parts for use in repairs
