Can My Insurance Company Require Me to Use a Specific Repair Facility?

The information below is provided for general educational purposes only. Insurance rules, consumer rights, and policy terms vary by province and by individual insurance contract. Consumers should review their own policy and applicable provincial regulations for specific guidance.

Short Answer

In most situations, insurance companies in Canada do not require consumers to use a specific collision repair facility.

However, how repair options are presented and how a claim is administered can vary depending on provincial regulations, insurance policy terms, and the circumstances of the loss.

Why This Question Comes Up

After a collision, consumers are often presented with repair options through their insurance company. These options may include repair facilities that participate in an insurer’s direct repair program (DRP) or preferred provider network.

This can create uncertainty about whether:

a repair facility is being recommended, or
a repair facility is being required.

Understanding the distinction can help consumers make informed decisions.

What Insurance Companies May Do

Insurance companies may:

Provide information about repair facilities that participate in their programs
Explain how the claims process works when those facilities are used
Coordinate inspections, estimates, and administrative steps more directly with participating repair facilities
Offer claims-handling conveniences related to established processes

These programs are primarily designed to manage the insurance claim process, not to determine vehicle ownership or consumer choice.

What Insurance Companies Generally Do Not Do

In most Canadian jurisdictions, insurance companies do not direct or control where a vehicle must be repaired.

Typically:

The vehicle owner authorizes repairs
Collision repair facilities operate as independent businesses, including those that participate in insurer programs
Insurance policies govern coverage and claims handling, not the selection or ownership of repair facilities

That said, policy terms and provincial frameworks can influence how claims are processed, which is why reviewing individual policy details is important.

Why Certain Repair Facilities Are Often Suggested

Insurers may suggest specific repair facilities because:

Administrative and communication processes are already established
Documentation and estimating systems may be familiar
Claim handling steps may be more standardized

This does not determine repair quality. The quality of a repair depends on the individual repair facility, the vehicle involved, and the nature of the damage.

Choosing a Repair Facility Outside an Insurer Program

When a consumer selects a repair facility that does not participate in an insurer’s program:

Covered repairs are still handled according to the insurance policy
Additional inspections, documentation, or communication steps may be required
Claim processing timelines or administrative steps may differ

These differences relate to claims administration, not the consumer’s right to choose a repair facility.

Factors Consumers May Wish to Consider

When deciding where to have a vehicle repaired, consumers may consider:

The facility’s experience with their specific vehicle type
Training and equipment relevant to modern vehicle repairs
Communication practices and documentation
Warranty coverage offered by the repair facility
Personal comfort and prior experience

There is no single approach that applies to every situation.

If You Are Unsure

If there is uncertainty about repair options or how a choice may affect a claim:

Review the insurance policy carefully
Ask the insurer to explain how the claim will be handled
Consult a licensed insurance broker or professional
Seek clarification before authorizing repairs

Understanding the process early can help reduce confusion later.

In Summary

In most cases, consumers authorize where repairs are performed
Insurers may recommend repair facilities but generally do not require their use
Repair programs affect claims handling, not vehicle ownership
Insurance rules and rights vary across Canada

Clear communication and informed decisions help the process move more smoothly.

Last reviewed: 2026
Prepared by the publishers of Collision Repair as a Canadian consumer education resource.