What should I do if I am involved in an accident?

No matter how minor, exchange information and take pictures at the scene if the situation permits. Then, contact Hogan & Van. We can assist you with the processing of your claim, answer your questions, and advise you to ensure safe and proper repairs are made to your vehicle.

Can I have my vehicle towed to your shop directly from the scene of the accident?

Yes, if your vehicle is unsafe to drive and requires towing, have the tow truck on the scene bring the vehicle directly to our shop or call us to send our tow team to you. You always have the right to direct the tow truck to the shop of your choice instead of bringing it to their tow yard first.

What brands of vehicles can Hogan & Van repair?

We are happy to say that we work on all makes and models. We have the same sources for parts that the dealerships do. We have training to work on hybrids plus Domestic, European and Asian brands.

Do I need to have my repairs done at the dealership?

NO! Hogan & Van backs all repairs with a lifetime warranty for as long as you own your vehicle and most dealerships don’t even have body shops on premises. They outsource the body repairs to a shop like ours.

What insurance companies do you work with?

Hogan and van works with ALL insurance companies. It doesn’t matter who you’re insured with. We can always take care of your repairs and we will negotiate your claim with whoever your insurance carrier is.

What if the insurance estimate is lower than yours? Do I have to pay the difference?

NO. You do not have to pay the difference of the two appraisals. Quite often the insurance estimate is lower than ours. The insurance company will traditionally only write for the most basic repair procedures. It is our job, once your vehicle is in for repair, to contact the insurance appraiser and negotiate the claim on your behalf.

I’m worried about my vehicle’s damage; will it ever be “right” again?

At Hogan & Van we feel no car is worth fixing unless it’s brought back to its original design and integrity. That’s why we constantly train our technicians and use the absolute latest technology. There are many shops that will quickly slap on any part, smear on any repair materials and spray paint without prepping or buffing when completed—because it’s fast and cheap. We only do things here one way, the right way. Before you decide on a shop, check them out on the Internet, even if your carrier recommended the shop. You should ALWAYS demand to have your car in a shop that is well trained and has up-to-date equipment for your repair so it’s repaired the way it’s supposed to be, right the first time.

Can you match the factory paint color?

Yes, we will use your exact factory paint code directly identified on your vehicle. Hogan & Van has made an investment in the finest paint system available – we use top quality environmentally friendly waterborne paint products from PPG. We take special pride in our ability to match factory finishes as the final step in the restoration process.

Will my automobile be fixed with genuine factory parts?

We always prefer to use all genuine factory parts but, this will ultimately depend on your insurance company and your policy. If your insurance policy requires the use of aftermarket (generic) or used parts, not to worry. They will have to meet our stringent guidelines before they are used. We fit and inspect all non-factory parts to make sure they fit exactly the same as your factory parts did. If we find any reason to label them inferior we will use the original factory replacement parts that are made by your manufacturer. We will never use aftermarket or used structural or safety related parts.

What about other scratches, dents or damage on my car?

Now would be an excellent time to have any additional repairs done to your car. Having additional work done eliminates the need to be without your car again in the future. Additional repairs often cost less since we may already be doing paintwork or disassembly in the same area. Paintless Dent Repair, glass work, and repairs of other non-accident related damages can be done on a separate bill from the insurance claim and at the same time as the collision work saving you time and money! While your car is here, talk to our staff, you may want to consider some of the other services we offer.

How long will it take to repair my vehicle?

Vehicle repair time is determined by the complexity of the damages, amount of hidden damage, the availability of parts, and response time of your insurance company. Hogan & Van will make the repair in a timely manner without compromising quality standards for the sake of time. There are always many variables and unforeseeable circumstances in auto body repair but, we always do our best to keep you up-to-date and return your vehicle in a timely fashion.

How do I get into my rental car?

We offer concierge rental car service in conjunction with our local rent-a-car provider, located within 1 block of the shop. We can make the appointment for you or if you need to discuss specifics with the rental car company we can provide their contact info to speak to them directly. We do suggest that you arrange your rental through our staff or call the rental company directly to set up a reservation prior to your appointment. It will cut down on the wait time drastically and it will ensure they will reserve a car that you prefer.

Do I have to take my vehicle to a drive-in claims center or get multiple appraisals?

No. If you request it, your insurer must inspect the damage to your vehicle at your chosen collision repair shop rather than at their drive-in claims center. They are legally prohibited from coercing or using any tactics intended to prevent you from seeking damage appraisals from your own body shop rather than their drive-in facility. (MGL 26 8G). You do not need multiple appraisals.

Do I have to use a specific collision repair facility?

No. In Massachusetts, you have the absolute right to select the collision repair shop of your choice. When your insurer gives you a list of registered repair shops, they likely will have indicated those shops which have entered into a contract with them. The contract determines how your vehicle will be repaired and encourages the use of imitation replacement parts. By choosing an insurance preferred or referral shop, you may be giving up your rights in the repair process. (Reg 212 CMR 2:04:(c))

What is “steering”?

Steering, as defined by the Massachusetts Auto Damage Appraisers Licensing Board, is the act of directing a claimant to or away from any specific repair shop or requiring that repairs be made by a specific repair shop or individual. Steering is illegal in Massachusetts.

How do I know if I am being steered?

If you are told that it will take longer to get your car repaired or cost more if you choose your own shop, BEWARE, you are probably being steered. Comments such as “We won’t reimburse paint and materials,” “We don’t pay that rate,” “We won’t guarantee the work if you bring the car there,” or “We won’t pay the difference” are misleading and usually untrue.

Why choose my own collision repair facility over one “suggested” by the insurance company?

There are many compelling reasons to choose Hogan & Van. First, we will make sure the vehicle is truly restored to its pre-accident condition. Insurance appraisers work for the insurance company. Hogan & Van works for you. We are looking out for your best interest. We will negotiate directly with the insurance company for the proper repairs so that your vehicle is safe for you and your family. Hogan & Van looks out for your interests and will serve as your advocate in the repair process.

Who guarantees the workmanship for the repairs?

We offer a Lifetime Warranty with every repair! The repair facility is responsible for the workmanship, not the insurance company. Insurance companies do not repair automobiles. If there is a concern, even with a facility selected by the insurance company, the facility itself is responsible. Every collision repair shop registered as a Motor Vehicle Repair Shop with the Massachusetts Division of Standards is required to be bonded and is responsible for safe and proper repairs. If your insurance company claims “they will not guarantee the repairs,” don’t worry, Hogan & Van guarantees the workmanship for as long as you own your vehicle. We want you to have peace of mind. If you ever experience a problem with our workmanship or materials let us know right away. We will make the necessary repairs or adjustments with as little inconvenience to you as possible. We’ll also honor the warranties of any parts we install. So other than new damage, normal wear and corrosion, we have you covered.

What can I do if I believe my rights have been infringed upon by my insurance company?

You can file a written complaint with the Massachusetts Office of Consumer Affairs (617-521-7777). You can also call the CARE consumer hotline, toll free, at 1-877-294-3368 for a free brochure or for information about filing a complaint. You can also call the Division of Insurance or AG’s office. Massachusetts has strong consumer protection laws that require insurance companies to expedite appraisals within specific time frames. Insurance companies are required to negotiate in good faith with any registered collision repair facility on the proper cost to repair your vehicle to pre-accident condition. You pay insurance premiums and contract to pay a specific deductible in the event repairs are required. In effect, you’ve already paid for proper repairs. Don’t be intimidated.


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