Involved In An Accident | Payments and Warranty | General Info

1) I’ve never needed collision repairs before. Briefly explain the Claims Process.
When you contact your insurance company (or the other drivers insurance company) they will ask you to explain what happened. When that is complete ask them for a claim number. With your claim number we can handle everything for you from that point including dealing with the insurance appraiser and getting you a rental car if you need one.

2) Do you offer Towing Services?
You can have your vehicle towed 24 hours a day, 7 days a week, including HOLIDAYS by STEPHENS AUTOMOTIVE at 781-393-8392. If it is after hours our tow company has there, own indoor facility which they will store the vehicle there till the next day. You do not have to worry about paying for the tow, all tow charges will be billed to us and we will collect it from your insurance company.

3) Do you offer Car Rental Service?
Yes. We can make arrangements with Enterprise Car Rental at 617-389-0101 or 800-Rent-A-Car to meet you at our facility. When the repairs to your vehicle are complete you may pick up your vehicle and leave the rental with us. If you have rental car coverage Enterprise Car Rental should be able to set up a direct billing with your insurance company unless your policy states otherwise. If you are a claimant once the other persons insurance company has accepted liability you should be entitled to a rental vehicle (equivalent transportation) at their expense while we’re repairing your vehicle. We can also make these arrangements for you.

4) When is it that I get a Surcharge and how much would it be for?
You get a surcharge when you are at fault in an accident. If you are not at fault there will be no surcharge to you but the other party. You also do not get a surcharge if you report nothing under your Comprehensive part of your policy. For example a "Hit & Run", "Vandalism" or "Fire" to your vehicle.  On any of these you would get your deductible taken but no surcharge. The surcharge points are as following UNDER $500.00 "Nothing" / $500 - $1,500 3 POINTS / $1,500 - & OVER 4 POINTS and a Moving Violation is 2 POINTS.

5) Do I need to get 2 or 3 Estimates? 
No. There is no law that requires this. It is the insurance companies obligation to adjust your claim fairly. If you leave your vehicle with us we will supervise the insurance appraiser and make sure they write a fair estimate that will restore your vehicle back to its pre-accident condition.

6) How soon can I leave my vehicle for it to be repaired?
We can provide you with the earliest appointment available. Unless your vehicle is un-drivable then you may be able to leave it immediately.

7) How long will the repairs to my vehicle take?
At the time that you drop off your vehicle to us we will give to you a target date. We will be able to update you with in a few days to confirm that target date. This will be once the parts are order and we know that they will be delivered in a promptly way and that we have called the insurance company for any additional damages if necessary.

8) How will I know when my car is done?
You will be notified when your vehicle is ready to be picked up. We will normally contact you a day in advice. You can also check this website using the AutoWatch feature. You will see a message next to the last picture of your vehicle telling you that your vehicle is ready to be picked up. Feel free to call or e-mail your advisor during the repair process if you have questions or concerns.