Frequently Asked Questions
At Hansen Auto Body and Automotive, we understand that dealing with auto repairs can bring up many questions. We’ve compiled a list of frequently asked questions to help clarify what you can expect when working with us and to assist in making your experience as smooth and straightforward as possible. If you have more questions, don’t hesitate to reach out — we’re here to help!
Table of Contents
What separates Hansen Auto Body from other repair facilities?
First, we know the customer is the vehicle owner and not the insurance company. Second, we are family-owned, so you will always be speaking with one of the owners. Third, we are customer service-driven, since you are who we work for. Fourth, is quality: we make sure your vehicle is 100% back to pre-loss condition so that you can rest easy knowing that your vehicle will perform as it was originally designed should it ever be involved in another collision. Our reputation is at stake on every repair we have ever performed, so we take our work very seriously.
What are your hours?
Mon-Fri: 8am-4:30pm
Sat-Sun: Closed. Outside business hours by appointment.
Is there a warranty on the work performed?
Yes, we guarantee all repairs with a Lifetime Warranty.
What is I-CAR Platinum Certification?
The I-CAR Platinum Individual® program recognizes individuals in the collision industry for achieving a high level of technical training through I-CAR, Industry Training Alliance partners, and Academic Alliance partners. At Hansen Auto Body & Automotive, we are proud to be I-CAR Platinum certified.
I was in an accident. What should I do next?
Call us and we will arrange to have your vehicle towed to us if it’s unsafe to drive. If drivable, we will schedule you in and then call the insurance company to set up the claim. We deal with insurance companies on a daily basis , so we can make the process easy and hassle-free for you.
My vehicle was towed from the accident scene. What do I do now?
Call us and we will arrange for the vehicle to be towed to us. We will also take care of any of the charges.
Can I have a rental car during repairs?
If you need a rental, we will be more than happy to arrange for one. Insurance companies only pay for the rental if you have that option on your policy or if you are a claimant. We can find this out for you.
How will I know when repairs will be completed?
We will give you an estimated repair time at drop off and we will keep you updated throughout the entire repair process.
What types of insurance claims do you handle?
We handle all types of insurance claims. Whether your repair needs are big or small, our team works directly with insurance companies to ensure a seamless repair process. We strive to make your experience hassle-free.
What is a concierge service?
This is an attempt by the insurance company to control how your vehicle will be repaired. You will not have any contact or knowledge of where or who is repairing your vehicle. Our customers have come to trust our judgment in what is the proper way to repair their vehicles, similar to how they feel with their medical doctors (both of us, after all, are the licensed professionals). Would you trust an unknown stranger to look after your child’s health?
Why are there differences in prices between body shop estimates?
There can be many reasons for this, such as items or parts missing on one estimate, but included on another. Remember, do not shop by price when it comes to collision repair, but rather based on your trust in the facility to repair your vehicle correctly. Most repairs are paid through insurance, in which case your only cost is the deductible (except if you are a claimant, then there is no cost to you).
Who is a claimant?
You are considered a claimant if your claim is being handled by the other person’s insurance company.
What is a deductible?
It is the portion of a repair that you will be responsible to pay to us. It is always the first portion of the cost, and then your insurance kicks in. The amount is according to what your policy states. Think of it as your copay as with medical claims.
What is betterment?
Betterment is a charge that the insurance company may apply to parts that will require replacement because of the accident that normally are subject to wear and tear (for example, tires and suspension components). This is determined by your vehicle mileage and is pro-rated.
What is an aftermarket or quality replacement part?
It is any part made by another manufacturer other than the original equipment manufacturer (OEM).
What is an LKQ or recycled part?
It is a used part from another vehicle.
How do you ensure the quality of replacement parts?
At Hansen Auto Body and Automotive, we use only high-quality parts for repairs. We offer OEM, aftermarket, and LKQ (like-kind quality) parts to best suit your vehicle’s needs and your budget. Our priority is to ensure the safety and integrity of your vehicle with every repair.
Can you match the paint to my car’s specific color?
Absolutely! We use a sophisticated paint-matching technology to ensure that new paint perfectly matches your car’s existing color, regardless of its age or finish. Our goal is to make any repaired area look as good as new.
What should I check after my vehicle has been repaired?
After your vehicle has been repaired, we recommend checking the work thoroughly before leaving our shop. Ensure that the paint matches, the car drives smoothly, and no warning lights are on. Our team is here to address any concerns you might have.
How often should I bring my car in for maintenance?
Regular maintenance is crucial to prolonging the life of your vehicle. We recommend following the manufacturer’s guidelines for service intervals, which is typically found in your owner’s manual. Additionally, our team is always available to help with scheduled maintenance reminders.
Do you offer any promotions or discounts on vehicle maintenance services?
Yes, we occasionally offer promotions and discounts on various services. Contact us to find out about current specials that might apply to your service needs.
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Visit us at our Stratford, CT location and experience the Hansen difference — where your vehicle is treated with the care it deserves, and customer service is not just a promise, but a guarantee.