Your Customer’s Repair Rights Creating Advocacy – FenderBender

March 23, 2022 by No Comments

When there is damage to a Toyota vehicle, insurance companies have an obligation to repair and return the vehicle back to pre-accident or pre-loss condition. Unfortunately, some insurance companies routinely challenge a shop to use “industry standard” procedures and alternative parts. Toyota understands this can be difficult for you and your customers who are often unaware of their repair rights. Toyota dealers are here to support you by providing expertise on the use of Toyota Genuine Parts and resources for helping you identify the correct repair procedure and can assist in sourcing your state’s collision repair rights.

Toyota suggests a few ways to alleviate the “claim” roadblocks. Start by understanding your state’s collision repair laws. Get proper training, access Toyota resources, be diligent in preparing your documentation to justify your repair process and train your team to act as your customer’s advocate. Many insurance carriers offer policies that allow for OEM parts, so it’s recommended that you work with the insurance agent handling the claim so that they better understand the compelling reasons for approving the use of Toyota Genuine Parts.


Toyota vehicle-specific repair information is the blueprint for properly repairing a Toyota vehicle. Shops that follow Toyota repair procedures can improve their chances to be fully compensated by insurance companies for collision repair versus shops that don’t effectively follow Toyota repair standards.   

Following a step-by-step blueprinting process upfront helps to identify all parts needed to properly repair the vehicle. This involves removing parts that could hide structural damage. Be sure to research and understand the specifics of the OEM process to return the vehicle to its pre-loss condition. Learn more about Toyota guidelines go to: To Repair or Not Repair article below:

Toyota Competitive Parts Pricing Can Help

In today’s environment, there are challenges to sourcing OEM parts quickly. Be assured that you can obtain Toyota Genuine Parts quickly at competitive pricing through multiple online parts ordering programs and delivery systems, including RepairLink® featuring DeliverNowSM, Microcat PartsBridge®, OPSTrax® and CollisionLink®. To get started, log into your preferred system and send your parts orders to your Toyota Dealership. Contact your Toyota Dealer to learn about their parts ordering solutions.

Toyota Sets the Repair Standard for Toyota Vehicles

Collison repair is anything but simple. Rapidly evolving vehicle technologies and increased use of aluminum and other newer construction materials make following Toyota repair procedures essential, and you should strictly follow Toyota’s procedures. 

Repairing a Toyota Vehicle to Pre-Loss Condition

Structural integrity is key to returning a vehicle to pre-loss condition and sets the foundation for proper restoration of electronic systems. However, pre-loss condition also includes looking at the entire vehicle for refinishing, calibration, and overall health. To best accomplish pre-loss vehicle conditions, repairers must follow the most current documented Toyota specifications and utilize repair equipment and techniques approved by Toyota at the time of repair. It helps to know that Toyota repair procedures and Toyota Genuine Parts are built to support a qualified technician to repair Toyota vehicles to their structural, pre-loss standards.  

Additional areas where Toyota parts have an unexpected impact in helping to achieve pre-loss condition and performance, include:


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