Quick answer: A "preferred shop" is a body shop that has signed a direct repair program (DRP) agreement with an insurance company. The shop agrees to the insurer's labor rates, parts rules and paperwork, and in return the insurer sends it work. It's a business deal between the shop and the insurance company. In Texas, you don't have to use a preferred shop. State law (Texas Insurance Code §1952.301 and §1952.302) says your insurer can't limit your choice of repair shop, and can't tell you or hint that you have to use theirs. You pick the shop. The insurance company still pays the claim.
You've had a rough day. Somebody slid through the light on 50th, or you met a deer on the way back from the lease. Now you're on the phone with your insurance company, and before you've even caught your breath, they're reading you a list of shops.
"These are our preferred shops. We recommend you take it to one of them."
Most folks say okay. It sounds official. It sounds like the rule.
It's not. Let's break down what that list really is, so you can make the call that's right for your car.
With ice season right around the corner in Lubbock, now's a good time to know this before you need it.
What is a direct repair program (DRP)?
A direct repair program is a contract between an insurance company and a body shop. Here's the trade, in plain English:
- The shop agrees to the insurer's set labor rates, its rules for which parts to use, and its paperwork and photo requirements.
- The insurance company agrees to send that shop a steady stream of customers by recommending it to people like you.
That's it. "Preferred" means preferred by the insurance company. It doesn't mean the state certified that shop, and it doesn't mean other shops can't do the job.
Plenty of good shops are on DRP lists. Plenty of good shops aren't. The point isn't that one kind is good and the other is bad. The point is that the choice belongs to you, not to the company paying the bill.
Why would an insurance company want you at its shop?
Think about who's paying for the repair. Insurance companies are businesses, and repair costs are one of their biggest expenses. A shop that has already agreed to their rates and parts rules makes those costs more predictable.
Nothing shady about that by itself. It's just good to remember whose interests that agreement was written to protect. Your shop should be working for you and your car.
Do I have to use my insurance company's preferred shop in Texas?
No. Texas law is clear on this:
- Texas Insurance Code §1952.301 says an insurer can't limit your right to pick the repair person or facility that fixes your car.
- Texas Insurance Code §1952.302 says an insurer or its adjuster can't require you to use a certain shop, and can't say or suggest that you have to.
That applies whether you're filing on your own policy or on the other driver's insurance.
Your insurer is allowed to recommend a shop. It is not allowed to require one.
What "steering" can sound like on the phone
When an insurance company pushes you toward its own shop, the industry calls it steering. It's rarely blunt. Here are a few things drivers tell us they've heard, and what's actually true:
| What you might hear | What's actually true |
|---|---|
| "You need to take it to one of our shops." | You don't. You can pick any shop you want. |
| "We can only guarantee the repair at our shop." | Ask what that guarantee covers. A good shop puts its own written warranty on its work. |
| "It'll take a lot longer if you go somewhere else." | Your shop can work with your adjuster directly. Ask your shop how they handle it. |
| "Just go with ours, it's easier." | Easier for whom? You're allowed to choose. |
If something you hear doesn't sit right, write down the date, the name of the person and what they said. And you can always call us. We'll tell you straight.
The insurance estimate is a starting point, not a final price
Here's something a lot of drivers don't know. The first estimate is usually written before anyone takes the car apart. That estimate covers the damage you can see.
Once a shop pulls the bumper or the door panel, there's often more: a cracked bracket, a bent support, a damaged sensor. When that happens, the shop sends the insurance company a supplement, which is a request to add the hidden damage to the claim, with photos and documentation.
That's normal. It happens on all kinds of repairs. What matters is that your shop does the work of documenting it and following up so the hidden damage actually gets fixed, not just the parts you could see from the parking lot.
OEM vs. aftermarket parts: what's on your estimate?
Your estimate will list every part going on your car. Those parts generally fall into a few groups:
- OEM (original equipment manufacturer): made by your car's maker, the same parts it came with from the factory.
- Aftermarket: made by another company to fit your car.
- Used or recycled: OEM parts pulled from another vehicle.
Many auto policies allow parts of "like kind and quality," which can mean aftermarket or used parts. That's not automatically a problem, but it's your car, and you deserve to know what's going on it. Ask your shop to walk you through the parts on your estimate, especially anything tied to safety systems, sensors or cameras. If you want OEM parts, ask what your policy covers and what any price difference would be.
How to choose a body shop (any shop)
Whether it's us or somebody else, here's what we'd ask before handing over the keys:
- Do you put a written warranty on your work?
- Will you work directly with my insurance company and adjuster?
- Who handles supplements if you find hidden damage?
- Do you follow the manufacturer's repair procedures for my vehicle?
- Will you walk me through the parts on my estimate?
- How will you keep me updated while my car's in the shop?
- What do my neighbors say? Check the reviews.
A good shop will answer every one of those without blinking.
How it works when you choose Hub City
If you pick us, here's what happens:
- Call us or send photos for an estimate. You don't need an appointment to ask questions.
- Tell your insurance company you're taking it to Hub City Body Shop. That's all you have to say.
- We work with your adjuster. We handle the back-and-forth, including supplements for hidden damage.
- We keep you posted until your car's back in your driveway.
We've been fixing cars in Lubbock for 20 years. We're locally owned, and when you spend your money here, it stays here. It goes back into this community, from the Boys & Girls Club of Lubbock to the causes Dan and our crew support every year.
Your insurance company gets a say in what the claim pays. You get the say in who fixes your car.
Frequently asked questions
What is a preferred body shop? A preferred body shop is a shop that has a direct repair program (DRP) agreement with an insurance company. The shop agrees to the insurer's rates and rules, and the insurer recommends that shop to its customers.
Do I have to use my insurance company's preferred shop in Texas? No. Texas Insurance Code §1952.301 and §1952.302 say your insurer can't limit your choice of repair shop, and can't require you or suggest that you have to use a particular one. You can choose any shop.
Will my insurance still pay if I choose my own body shop? Your coverage doesn't go away because you picked a different shop. Your insurer still handles the claim under your policy. Your shop works with the adjuster on the estimate and any supplements.
Choose the shop that works for you.
Hub City Body Shop 📞 806-791-4689 📍 5828 Texas 327 Spur, Lubbock, TX 79424 🕗 Mon–Fri 7:30 a.m.–5:30 p.m. · Saturday by appointment
This post is general information about Texas consumer rights, not legal advice. For questions about your specific policy, talk to your insurance agent or the Texas Department of Insurance.