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Glossary of Terms
A representative of the insurer who seeks to determine the extent of the insurer's liability for loss when a claim is submitted.
Aftermarket Parts
Parts made by a company other than the original vehicle manufacturer.
Back-Ordered Item
Usually in reference to a part that has been ordered but is not available from the supplier due to a reduction in the manufacturer�s inventory. When an item is classified as back-ordered, it indicates that the supplier is waiting for the item to be delivered from the manufacturer.
When an insurance company determines some replacement items are better than the ones damaged, they may apply a charge to the customer. This charge is referred to as a �betterment�. For example, an old tire may be replaced with a new tire in which case the insurance company may apply a betterment.
Claim Number
A number assigned by your insurance company, specific to the incident that caused the damage to your vehicle.
Collision Insurance
Auto insurance coverage providing protection in the event of physical damage to a vehicle that has been involved in a vehicle accident.
Comprehensive Insurance
Auto insurance coverage providing protection in the event of physical damage (other than collision) or theft of the insured car. For example, fire damage or a cracked windshield would be covered under the comprehensive section.
Direct Repair Program (DRP)
A relationship established between an insurance company and a collision shop that requires the collision shop to meet certain criteria established by the insurance company.
Amount of loss that the insured pays before the insurance kicks in. Deductible amounts can vary a great deal and the deductible for a comprehensive claim may be different than a deductible for a collision loss.
A written summary of the anticipated repairs.
An individual who inspects your vehicle and completes a detailed estimate.
Abbreviation used in reference to parts that means �Like, Kind and Quality�. Use of this term indicates that the specific part is a used part and should be similar to the part being replaced.
If your vehicle damage is not covered by insurance and you were not more than 50% at fault in the accident, you can recover up to $500 from the other driver.
Abbreviation used in reference to parts that stands for �Original Equipment Manufacturer�. Use of this term indicates that a part is manufactured by the same company that manufactured the vehicle.
Paintless Dent Removal (PDR)
A process used by trained, qualified individuals to remove minor dents without damaging the paint.
Repair Order
A written summary of the repairs to be completed.
Salvage Parts
These are used parts taken from another vehicle without alteration. Salvage parts may be the only source for certain items, though their reliability is seldom guaranteed.
Supplement (Additional)
Additional charges that are incurred in excess of the original repair order amount. Quite often the charges are due to part price increases and/or additional repairs needed to repair the vehicle properly.

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