Claims & Customer Support

Making a Claim

Once you are armed with all the details you collected at the scene of the accident, it is time to start the claiming process. In the old days, this meant filling out endless forms, but today the process can be much easier.

• Telephone your insurance company and ask to be connected with the claims department. Most will take your details and fill out a claim form for you.
• Most companies can now deal with a claim very quickly. They can go from taking your details, to arranging for an assessor to inspect the vehicle, in one phone call.
• If your insurance company has a website, there may be a 24-hour online claiming facility. The benefit of claiming online is that you can track the progress of your claim from beginning to end without getting stuck in a telephone hold system.
• If you are filling in forms or drawing a diagram of the accident scene, be accurate. If you try to mislead insurers, your policy will be invalidated.
• An insurance assessor will need to inspect your car in order to come up with a quote to repair the damage. An appointment for this will be made in the initial stages of your claim.
• If your insurer thinks your car is written off, and you're not happy with the valuation they put on it, you can dispute this figure too.
• Repair work will be carried out at a garage chosen by you and your insurance company will pay the bill. However, you will have to pay the excess amount dictated by your policy.

Customers Rights

It's your choice! Plain and simple. Buying and owning a vehicle will be one of the biggest investments you will make. This gives you the right to assure you protect your vehicles value by having it fixed properly at a collision repair facility of your choice. You wouldn't let someone talk you into going to a second rate doctor would you? Of course not! DO NOT let your insurance company tell you that you have to have your car or truck fixed at another shop simply because the one you want is not "on their list" If this happens to you simply tell them you will call them back and then contact us. WE will handle it from there.

Do you need more than one estimate? The answer to this is NO! Contact your insurance company and tell them what happened. If they tell you that you need to go out and get two or even more estimates in order to get your vehicle fixed, simply tell them you already have a body shop of choice and that you wish to have your car or truck fixed there. Most insurance companies will send out an adjuster to the body shop to go over the damage with the shop manager. YOU as the vehicle owner want nothing more than to get your investment back in the condition it was before your accident.

Just because another estimate may be lower does NOT mean you can expect the same quality repairs. Some shops will use after market parts or even used to cut the cost of your repairs. Check your insurance policy and make sure you are covered for "New" replacement parts where needed. If you are not sure, simply call your insurance company and tell them if you get into an accident that you want new replacement parts. Accidents happen to us all. And when they do don't let anyone force you into a quick decision. Take a little time and do some research. Make sure that the people you hire to do your repairs are looking out for your best interests. If you have decided that Long Pond Auto Body will be your collision repair shop of choice, simply tell the tow truck driver you want your vehicle taken to us. If you do not have a tow service of your own then contact Ray Kerhaert's Towing at 585-865-8159 and they will make sure your vehicle reaches us safely.

Remember, It was YOU that paid for your insurance. DO NOT let the insurance company tell you where you can and can not repair your car or truck. It is you and you only that are in complete charge of your vehicle. If you have any questions or simply need help understanding what rights you have after an accident, just call us! We are here to help. We work for you and not the insurance company.