Frequently Asked Questions

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No matter how minor the accident may be, exchange information and take pictures at the scene if the situation permits. Call the police and the ambulance in case anyone is injured. Then, contact Hogan & Van Auto Body. We can assist you with the processing of your claim, answer your questions, and advise you to ensure a safe and proper accident repair.


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 at 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.

If you are going through insurance, the tow bill will be sent directly to them. If you decide to pay out of pocket, the tow bill will be added to your final bill and due at the time the repair is complete.

Rental Cars

If you need a rental car, we can help to make the necessary arrangements. Insurance companies will only pay for a rental car if you have that option on your policy or if you are the claimant. Verifying coverage and limits prior to renting a vehicle is highly recommended.

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.

Damage Assessment

We offer all damage consultations free of charge and appreciate you making an appointment. This makes it so we can guarantee the time it requires to make you feel comfortable in your decision to let us repair your vehicle. Please call or text to schedule a damage consultation.

No, you do not need more than one damage assessment in Massachusetts. You only need one from the shop of your choice.

No. If you request it, your insurer must inspect the damage to your vehicle at your chosen collision repair shop, at your home or work. They are legally prohibited from coercing or using any tactics intended to prevent you from seeking damage assessments from your own body shop or requiring you use their drive-in claims center or one of their “Preferred Shops” (MGL 26 8G). You do not need multiple appraisals.

If your insurance adjuster already came to look at your vehicle, contact us to schedule the repairs. You can fax or email us a copy, drop it off, or give us your insurance information and we’ll get a copy of their estimate for reference.

Repair Process

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 and we are certified by most manufacturers.

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))

Yes, it is your responsibility, and your right, to choose who will repair your vehicle.

There are many compelling reasons to choose Hogan & Van Auto Body. First, we will make sure the vehicle is truly restored to its pre-accident condition. Insurance appraisers work for the insurance company. Hogan & Van Auto Body works for you. We are looking out for your best interest. We will perform proper repairs according manufacturer repair procedures so that your vehicle is safe for you and your family.

We always prefer to use all genuine factory parts and our certifications require us to.

Vehicle repair time is determined by the complexity of the damages, the amount of hidden damage, the availability of parts, and the response time of your insurance company. Hogan & Van Auto Body will complete 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.

At Hogan & Van Auto Body 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. Here, we only do things one way, the right way. Before you decide on a shop, check them out online, even if your carrier recommended the shop. You should ALWAYS demand to have your car in an auto body shop that is well trained, certified and has up-to-date equipment for your repair so it’s repaired the way it’s supposed to be, right the first time.

Yes, we will use your exact factory paint code directly identified on your vehicle. Hogan & Van Auto Body 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.

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.

You have the right to retain ownership of the vehicle, however the amount of the settlement may be reduced by the salvage value and we reserve the right not to repair a totaled vehicle.

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 Auto Body guarantees the workmanship for as long as you own your vehicle. If you ever experience a problem with our workmanship or materials we use, 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.

We do everything in our power to ensure your vehicle is back to pre-accident condition as your vehicle leaves our shop. If you notice anything that doesn’t seem right or experience any problems, please do not hesitate to give us a call or stop back in.


Hogan & Van Auto Body works with all insurance companies. It doesn’t matter who you’re insured with. We can always take care of your repairs and we can review our repair plan with whoever your insurance carrier is.

Quite often the insurance original estimate is lower than ours. The insurance company will traditionally only write for the most basic repair procedures and remember they are not a repairer. They are only writing an estimate or a “guess’ at the cost of the damage, have little or no repair training and do not spend the time we do to create a safe and proper repair plan. It is our job, once your vehicle is in for repair, to contact the insurance appraiser and review the damage and our repair plan. We are not privy to your specific insurance policy but, most indemnity policies require your insurer to reimburse you for the actual cost of repairs, making you whole for your loss, with no out of pocket expenses other than your deductible if applicable.

Claim numbers are issued by your insurance company at the time you report your accident. Make sure to write it down and bring it with you when you come in to begin the repair process; we’ll do the rest.

If you were not at fault and the repair is going through the other party’s insurance, then you will not have a deductible. A deductible is determined at the purchase of your insurance premium and can range anywhere between $50 and $3,000. If the repair is going through your insurance policy, then the cause of the accident will determine the deductible amount. Ask your insurance company or go through your policy to find out.

The cost of repairs plus the value of the vehicle in damaged condition (salvage value) – is greater than the Actual Cash Value (ACV) of the vehicle prior to the accident.

Original Equipment Manufactured (OEM) is a term for parts made by the manufacturer of your vehicle.

These are parts not made by your vehicle manufacturer. They are also known as Quality Replacement Parts (QRP). Aftermarket parts are much cheaper than OEM parts and might not have the same fit and function as OEM parts.

LKQ – (Like Kind & Quality). These parts are more commonly referred to as used parts. These parts generally come from automotive salvage yards. Salvage yards purchase damaged or totaled vehicles, remove the good parts and sell them as LKQ parts.

Our staff can walk you through this process if your vehicle is determined by your insurance company to be deemed a total loss.

Subrogation is the process by which your insurance company pays for the repairs to your vehicle, and is obligated to collect from another insurer or party. Your collision coverage will require you to pay your deductible, which may be refunded once the other party pays.

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.

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.

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 center on the proper cost to repair your vehicle to its 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.


Your deductible payment is due and payable to Hogan & Van Auto Body. Your deductible payment is due when your repairs are complete and you come to pick your vehicle up.

Your deductible is due when you pick up your vehicle. If you are expecting your deductible to be reduced or waived we suggest you contact your insurance carrier and confirm prior to picking up your vehicle.

Payment is due at the time the repair is complete. Please bring any insurance checks with you and your deductible – if you are going through insurance. If you want, you are able to simply sign the check over to us and do not need to deposit it into your account.

No. When you purchased your insurance policy, you signed a contract saying you will pay the first amount of the claim up to your deductible. Repairers should not be asked to hide the deductible. That practice would constitute fraud by both the shop and consumer. The penalties for insurance fraud are severe. If a shop offers to save your deductible, they are absorbing that at your cost. They are not doing the said repairs in order to make up for your deductible. This could lead to unsafe and unsatisfactory repairs which will ultimately cost you at some point.

Post-Repair Care

You are able to wash your vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge as soon as you get it back.

For the first 30 days we suggest that you:

  • Do NOT use a commercial car wash. Stiff brushes/sponges can mar the finish and damage the surface.
  • Do not drive on gravel roads. Chipping the finish is easily done in the first 30 days.
  • Avoid parking under trees and utility lines which are likely to attract birds. Bird droppings have a high acid content and will damage a freshly painted surface. Also, tree sap can mar or spot a freshly painted surface.
  • Do not spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on the new finish.
  • Do not scrape ice or snow from the newly painted surface.

For the first 90 days we suggest that you:

  • Do not wax or polish the vehicle. This will allow the finish to dry and harden completely.

Have Your Vehicle Repaired With Hogan & Van Auto Body!

We care about your safety first!