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Being involved in an accident can be very stressful. To make the auto frame repair experience less traumatic, here is an explanation of commonly encountered auto frame repair center terms that may help you in your dealings with both the insurance company and the repair center.

3-DAY REPAIR: A repair process guaranteed to have your vehicle repaired in 1, 2, or 3 days. Only available on certain types of repairs.

ACCIDENT DATE: Date (month/date/year) when the accident occurred.

ACCIDENT: An unforeseeable event which may produce injury or property damage.

ACTUAL CASH VALUE: An amount equal to the replacement cost of lost or damaged property at the time of loss, less depreciation.

ACTUAL DAMAGES: Damage that really exists as distinguished from potential or possible damage.

ADJUSTER: A person who investigates and settles losses for an insurance carrier.

AFTERMARKET/IMITATION PARTS: Usually defined as parts not produced by or for the original manufacturer of the vehicle.

AGENT: Laws of all states require all insurance agents to be licensed by the state to sell insurance.

AMOUNT OF LOSS: The extent of loss, expressed monetarily.

APPRAISAL: A survey by an impartial expert estimating quantity and quality or value of property to determine its insurability or the amount of loss sustained.

ARBITRATION: Determination by impartial experts of the value of property or the extent of damage. Many insurance policies provide for arbitration when the company and the insured cannot agree on the amount or the extent of a loss.

ASE CERTIFICATION: A certification indicating that a technician has completed intensive, industry-approved training in collision specialty areas and has passed a written test provided by the National Institute for Automotive Service Excellence (ASE).

ASSEMBLY: A number of auto body parts that are either bolted or welded together forming a single unit.

AUTOMOBILE PHYSICAL DAMAGE INSURANCE: Covers damage or loss to automobile of policy holder.

AUTOMOTIVE INSURANCE, COMPREHENSIVE: Insurance against any physical loss to an automobile except by collision or upset.

BASECOAT/CLEARCOAT: Type of paint coating where typically the base coat is the paint color and the clearcoat is the clear top coat that seals the color.

BETTERMENT FACTOR: Term used in the insurance industry when a part such as a tire is replaced, and the insurance company pays for the unworn part and the customer pays for the amount that was worn.

BLACK BOX: Similar to an airplane’s black box, some vehicles are now equipped with their own “black box.” A vehicle’s black box can help investigators learn how the vehicle performed during a crash. It records crucial data such as speed and braking distance. This data will help engineers design automobiles that perform better during crashes.

BLENDING: Mixing of two or more materials or the gradual shading of paint from one panel to the next to assure color consistency.

BLISTERING: Bubbling up of the paint film in the form of small blisters.

BODILY INJURY (BI): Injury to the body of a person. In the insurance industry, this also refers to the coverage afforded for financial protection against bodily injury of a person resulting from an accident.

BODILY INJURY LIABILITY: Pays your legal defense costs and claims against you if your car injures or kills someone. Covers family members living with you and others driving with your permission.

BRAKE SYSTEM: Hydraulic system of levers, cylinders, surfaces, and fluid used to stop or slow down a vehicle.

BUFFING: Technique used to polish an area to remove sanding marks or surface imperfections.

CAPA (Certified Automotive Parts Association): A non-profit organization established to develop and oversee a test program guaranteeing the suitability and quality of automotive aftermarket parts.

CENTER BRAKE LIGHTS: Brake lights that are installed higher and midway between the rear brake lights to form a triangular pattern.

CHOP SHOP: An illegally-run shop that strips stolen cars and sells the parts to salvage yards in order for them to resell as salvage parts.

CLAIM: A request for payment for a loss that may come under the terms of an insurance contract. There are two types of claims. A first party claim is one made by the policyholder for reimbursement by his or her company. A third party claim is one by a person against a policyholder of another company and the payment, if any, will be made by that company.

CLAIMANT: One who makes a claim against another’s insurance company.

CLEAR COAT: A clear, shiny coat of paint (e.g. urethane or acrylic enamel) applied over the base or color coat of paint on a vehicle.

COLLISION INSURANCE: Insurance covering loss to the insured’s vehicle caused by its collision with another vehicle or object.

COLOR COAT: The single stage or basecoat that provides the final color of a coating system.

COMMISSIONER OF INSURANCE: Title of the head of the state insurance department who is responsible for the enforcement of insurance laws and for promulgating regulations dealing with the insurance industry.

COMPOUNDING: Use of an abrasive either by hand or machine to smooth out and bring up the gloss of an applied topcoat.

COMPREHENSIVE COVERAGE: Term used to describe a type of insurance protection designed to cover loss from accidental damage caused by something other than collision, e.g., fire, hail storm, or vandalism.

CORROSION RESISTANT: Material that resists the effects of corrosion.

CORROSION: Chemical reaction of oxygen and moisture or other caustic materials on a metal surface. Usually referred to as rusting or oxidation.

COVERAGE: Description in the policy of the specific circumstances under which you receive benefits.

CRATERING: Surface blemishes in a freshly painted surface, usually in the form of small round patches usually due to contamination. Also called fisheyes.

CRUMPLE ZONE: An area of a car designed to compress during an accident to absorb the energy from the impact.

CSI (Customer Satisfaction Index): The measurement of the satisfaction level of an organization’s customers. Typically CSI is obtained by surveying customers following the repair of collision damage.

DAMAGES: The monetary amount an insurance company is legally obligated to pay for losses incurred.

DAYTIME RUNNING LIGHTS: Headlights that turn on automatically when the ignition is started and are overridden when regular headlights are activated.

DEDUCTIBLE: The amount of a loss or claim an individual must pay.

DEPRECIATION: A decrease in the value of property due to age, wear and tear.

DIRECT DAMAGE: Damage that occurs to the area that is in direct contact with the damaging force of impact.

DRIVE-IN CLAIMS SERVICE: Automobile insurer's facility to which an insured may bring a damaged auto in order to facilitate the adjusting of claims and the settlement of damages.

ENDORSEMENT: A written amendment attached to a policy modifying the terms of the insurance contract.

ESTIMATE: The written determination made by an appraiser or estimator upon inspection of a damaged vehicle, regarding the cost required to restore the vehicle to the condition it was in prior to the Loss.

ESTIMATED TIME: The amount of time estimated to repair or remove and replace an item or part.

ESTIMATING MANUAL: A manual that contains information on the replacement of parts and their standardized labor times for a vehicle’s repair.

ESTIMATOR: An appraiser, insurance company representative, or repair center employee, who inspects a damaged vehicle and determines the cost required to restore the vehicle to the condition prior to the Loss.

EXPIRATION DATE: The date and hour on which a policy ceases to protect the insured.

FADE: Denotes the change in the color of a surface coating where and when such a coating has been subjected to sunlight.

FINISH COAT: The last coat of paint to be applied; usually determines the amount of gloss.

FLAT: Finish that has no luster or gloss.

FRAME ALIGNMENT: Procedure by which the frame of a car, truck, or bus is restored to the manufacturer's specifications. This may correct damaged resulting from an accident or from normal wear.

FRAME RACK: Equipment used to repair damaged frame and Unibody members.

FULL FRAME: A car frame consisting of one unit in which the body, engine, driveline, and suspension sit on top of a weight-bearing frame, while the Unibody frame consists of three units with the car body integrated into each unit. Also referred to as a Ladder frame.

GLASS INSURANCE: Coverage for accidental or malicious breakage or chemical damage to glass.

GLOSS: Shine, sheen, or luster of a dry film.

HAIRLINING: Very fine lines or checks on the dried surface coating of a finished material.

HVLP (HIGH VOLUME, LOW PRESSURE): Type of spraying system that uses a high volume and low pressure of atomizing air to apply material to a surface.

I-CAR CERTIFICATE: A certificate indicating that repair center personnel have attended and passed industry-approved training classes to perform complex repairs.

INDEPENDENT ADJUSTOR: Independent contractor for hire to insurance companies and other organizations to investigate and settle claims.

INDIRECT DAMAGE: Additional or secondary damage to parts or systems that may be the result of direct damage.

INSURANCE: The contractual relationship that exists when one party, in consideration of the payment of a premium, agrees to assume the risk of loss of the other party for loss caused by designated contingencies.

INSURED: The person(s) or corporation whose insurable interest is protected by the policy.

INSURER: The insurance company that issues a policy to a policyholder. The party to an insurance contract that promises to pay losses or render service.

LABOR RATE: The dollar amount applied to flat rate labor (time) specifically quoted in dollars per hour by labor category (frame; mechanical/electrical; refinish; or sheet metal).

LADDER FRAME: A car frame consisting of one unit in which the body, engine, driveline, and suspension sit on top of a weight-bearing frame, while the Unibody frame consists of three units with the car body integrated into each unit. Also referred to as a Full frame.

LIABILITY INSURANCE: All forms of coverage that protect an insured who becomes obligated to pay because of bodily injury, property damage, or other wrongs to which the insurance policy applies.

LIABILITY LIMITS: The sum or sums beyond which a liability insurance company does not protect the insured on a particular policy. The majority of policies covering liability for bodily injury have two limits: a limit of liability to any one person and, subject to the personal limit, another and usually higher limit for any single accident where more than one person in involved.

LIABILITY: A type of Loss resulting from damage or injury one individual causes to another for which the first individual is legally liable.

LIEN: A claim on another's property as a security for a debt or charge.

LIFETIME MAXIMUM: The maximum amount that major medical will pay toward an insured’s claims in a lifetime.

LIKE KIND AND QUALITY: The definition varies but often requires some certification of quality by an entity like CAPA. Some states have legislation in place that requires notice or consent prior to the installation of imitation parts and verbiage stating that the part and/or the warranty be of “like kind and quality” as those of the original manufacturer of the vehicle. This notice is supposed to remind consumers that the manufacturer of the imitation parts, not the manufacturer of the vehicle, provides any warranty associated with the part. Check with your state’s insurance regulator for specific information.

LOSS: Value reduction in an insured's property caused by an insured peril. Amount sought in a claim. Amount paid on behalf of an insured under an insurance contract.

MATCHING: In painting, to make colors look the same.

MEDICAL PAYMENTS OR PERSONAL INJURY PROTECTION: Pays medical expenses resulting from an accident for you and others riding in your car. Also pays for you or your family members injured while riding in another’s car or while walking.

METALLIC: General term applied to finishes containing aluminum particles.

MOMENT OF TRUTH: A situation in which a Customer comes into contact with any aspect of a company and is provided with an opportunity to form an impression about the company.

MOTTLING: Striped or spotty appearance that occurs in metallics when the flakes flow together because of poor spraying techniques.

NET LOSS: The amount of loss sustained by an insurer after deducting all applicable reinsurance, salvage, and subrogation recoveries.

NO-FAULT INSURANCE: Permits automobile accident victims to be directly reimbursed for medical and hospital expenses and loss of income by their own insurance company regardless of who was at fault.

NOTICE OF LOSS: Notification to an insurance company by an insured or claimant that a loss has occurred. Written notice may be required, although many companies accept notice by telephone.

NOTICE: “Notice” requires insurers or repair facilities to give notice to consumers that “aftermarket” parts were used in preparation of the repair estimate. The notice usually must take the form of a disclosure document containing specified language in a legible type size. This notice is supposed to remind consumers that the manufacturer of the imitation parts, not the manufacturer of the vehicle, provides any warranty associated with the part. Check with your state's insurance regulator for specific information.

OCCUPATIONAL SAFETY AND HEALTH ACT (OSHA): 1970 legislation that set Federal standards for work place safety and imposed fines for failure to meet them.

OEM PARTS (Original Equipment Manufacturer): Parts designed and/or built by the original manufacturer of the vehicle. These parts are manufactured using the same material, design and manufacturing methods as the parts that were on the vehicle when it came from the factory.

ORANGE PEEL: A paint surface with a texture of “hills and valleys” similar to the skin of an orange. Excessive orange peel is considered a paint defect. It can be reduced by sanding, compounding, and polishing.

OVERSPRAY: Airborne particles that adhere to a finished surface. Overspray particles can include unwanted paint, industrial fallout, chemical contaminants, or other airborne particles.

PAINTLESS DENT REPAIR (PDR): A highly skilled process in which minor dings and dents are removed from an automobile’s exterior without the need for traditional body shop repairs nor the refinishing or paint work.

PARTIAL LOSS: A loss, covered under an insurance policy, which does not completely destroy the property.

PASSIVE SAFETY FEATURES: Features incorporated into the structural design of the car or features that the driver cannot control. For example: crumple zones, bumpers, side intrusion beams, and rollover bars.

PEARL LUSTER: Paint system that uses mica chips to give a pearl effect in the paint film.

PHYSICAL DAMAGE: A term indicating damage such as collision, comprehensive, fire, and theft, or any damage to the vehicle itself.

POLICY TERMS: The length of time an insurance policy is in force, contingent upon payment of contractual premiums.

POLICY: A printed document issued to the insured by the company stating the terms of the insurance contract.

POWER TRAIN: Motor, transmission, and drive assembly, especially on front-wheel drive vehicles.

PRE-ACCIDENT CONDITION: Condition of vehicle prior to the accident.

PRE-INSURANCE INSPECTION: An inspection designed to verify the existence of a motor vehicle and document its physical condition, options, and accessories. This helps lower the cost of insurance coverage for physical damage by significantly reducing opportunities for fraudulent claims.

PREMIUM: The cost of the insurance policy, usually paid out in periodic installments.

PRIMER COAT: Used in a paint system to improve adhesion; requires sanding.

PROPERTY DAMAGE LIABILITY: Pays your legal defense costs and claims against you if your car damages another’s property. Does not cover your property.

QUARTER PANEL: Side panel that is generally a quarter of the total length of the vehicle and extends from the rear door to the end of the car.

QUARTZ HALOGEN: Headlight system noted for the extra amount of light it gives a driver if the vehicle is so equipped at night.

R&I (REMOVE AND INSTALL): Refers to a flat rate labor for the removal and reinstallation of the same part or assembly (generally to gain access to another part).

RAIN OR WATER SPOTTING: Marks on the surface due to rain or water absorption.

RAPID REPAIR: A repair process guaranteed to have your vehicle repaired in 1, 2, or 3 days. Only available from certain repair centers and on certain types of repairs.

RECYCLED PARTS: Used vehicle parts bought from a secondary source.

REFINISH: Term used to designate that a part or a vehicle is to be repainted.

ROCKER PANELS: Assemblies of box-type construction located directly below the doors that are not only spot welded to the cowl assembly in front and to the rear quarter panel assembly at the rear but also to the side of the under body section.

RUBBING AND POLISHING COMPOUND: Special type of abrasive used to smooth out and polish a paint film.

RUN-FLAT TIRES: High performance tires that can, if needed, operate for limited distances at very low or zero inflation.

SALVAGED: A vehicle totaled in an accident and then repaired. There is no guarantee of street worthiness for a salvaged vehicle. It may look good, but be hazardous to drive. The term may also apply to individual parts or systems that have been removed from a totaled vehicle for use in collision repair.

SAME SHAPE AND FORM: A term indicating that an insured’s vehicle must be returned to “the same shape and form” as before their accident. This protects the insured from diminished value.

SEALER: Paint product used to prevent bleed through of the previous coat or the sinking in of the new paint, resulting in loss of gloss.

SINGLE COAT: Usually referred to as a coat of paint; each stroke overlaps the previous stroke by 50 percent.

SOLVENT: Any liquid in or by which a substance can be dissolved.

SPOT OR PLUG WELDING: Weld made through a hole in a panel.

SPOT REPAIR: Small refinish repair job in which a small section of a panel is refinished.

SPRAY BOOTH: Enclosure used to paint a vehicle that has air moving through it.

SPRAY GUN: Device that mixes paint and compressed air to atomize and control the spray pattern as the paint leaves the fluid needle and cap.

STRESS: Amount of pressure that is applied to a piece of metal when it is bent and the metal cannot return to its original shape.

SUB-ASSEMBLY: An assembly within a multi-level assembly that is available individually from the vehicle manufacturer.

SUBLET REPAIRS: Repairs to be performed for a negotiated or contract price, or by a subcontractor. All applicable materials, labor, markup, and taxes should be included when a Sublet Repair is indicated.

SUPPLEMENT: A Supplement is created if a change or addition must be made to an approved estimate.

SWIRL MARK: A curved, minor scratch left in a painted surface by rubbing compound or a buffing pad. Swirl marks can be removed from the paint surface by using a polish or glaze.

THINNER: Commonly known as a lacquer solvent, which reduces the viscosity of a lacquer to spraying consistency.

TINT: Mixture of two or more pigments.

TOPCOAT: Last of final color coat.

TOTAL LOSS: Loss to the insured of the entire value of goods or other property insured, or a loss entailing the payment of the full face amount of an insurance contract.

TOWING: Insures against charges for towing and road service at the place of disablement, with a maximum amount stipulated for each occurrence.

TWO-STAGE PAINT: The application of a clear coat of paint over a base color coat of paint on an automobile.

UNDERCOAT: Material used to protect the underbody sections of a vehicle.

UNDERINSURED MOTORIST COVERAGE: Coverage intended to cover you and the passengers in your car for losses unpaid because sufficient bodily liability limits are not available from the policy of an at-fault driver. How and under what circumstances the coverage becomes operative varies in different states.

UNDERWRITER: Person who studies risks, determines rates and coverage, and decides if the risk is acceptable.

UNDERWRITING: A process which evaluates an applicant against pre-established criteria for insurability to determine whether the applicant will be rejected or accepted for coverage at standard or modified rates.

UNIBODY FRAME: A car frame consisting of three units with the car body integrated into each unit, while the full or ladder frame is one unit in which the body, engine, driveline, and suspension sit on top of a weight-bearing frame.

UNRELATED PRIOR DAMAGE: Damage to a part of the vehicle that was present prior to the current loss.

VIN CLONING: A recent technique involving using a VIN from one vehicle to mask the true identity of another vehicle. Thieves use these counterfeit numbers to obtain new ownership documents under false pretenses.

VIN: The vehicle identification number assigned to each automobile by its manufacturer to identify the model, year, production sequence and other vehicle-specific information.

WARRANTY: Promises made by the insured, which if not kept or untrue, will void the policy.

WATER SPOTTING: Condition caused by water evaporating on a paint film before it is thoroughly dry resulting in a dulling of the gloss in spots.

WEATHERING: Change or failure in paint caused by exposure to the weather.

WELDING: Process of joining two pieces of metal to form a single piece of metal.

WHEEL ALIGNMENT: Procedure of aligning wheels to the manufacturer's specifications.

WHEEL BALANCING: Proper distribution of weight around a tire and wheel assembly to counteract centrifugal forces acting upon the heavy areas in order to maintain a true running wheel perpendicular to its rotating axis.

WINDSHIELD HEADER BAR: Reinforcement by which the windshield is supported and to which the roof panel is welded.

YOUTHFUL INSURED: An insured (male or female) under 25 years of age.

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