Frequently asked questions

How do I set up an Insurance claim?


Contact your insurance company and report the accident... this will begin the claims process. Tell them you have chosen to have your collision repairs performed at Highlander Collision. Contact us directly and our customer service representatives will guide you through the entire repair process. We work with all insurance companies; we can make the process simple and convenient for you. Don't forget you can contact us 24 hrs a day through our website.




Do I need more than one estimate?


There is no law requiring you to provide more than one estimate to your insurance company. Where your vehicle is repaired is always your choice. Your insurance company may choose to send an appraiser to your home or our shop to determine the amount of the loss.




Should I drive my vehicle after an accident?


It really depends on the extent of your damage. Generally speaking, if you have any lights out or your vehicle doesn't feel like it is operating safely, (such as parts rubbing tires or not driving straight), give us a call and we can arrange for your vehicle to be towed. You may also request to have your vehicle towed to our shop directly from the accident scene. We would be glad to help you determine your vehicle's safety by simply dropping by Highlander Collision.




Are you open on weekends?


Our business hours are Monday through Friday 8:00am to 5:00pm, excluding major holidays. Depending on the circumstances and our availability, we can sometimes arrange for an appointment outside of our normal business hours.




Will the parts be ordered before I drop off my car for the repairs?


Typically, parts are ordered once we have confirmed that all damaged items have been identified. If your vehicle has the potential for hidden damage, then your parts will be ordered once it has been disassembled and an accurate parts order can be generated. If all the damage is visible, then your parts may be ordered prior to your vehicle's arrival. On most popular makes and models, we can receive parts in 48 hours or less.




Can you match the factory paint color?


We guarantee that the factory color will be matched. We have a computerized paint mixing system and use DuPont automotive paints and processes. If your vehicle has had prior paint work or mismatched paint, additional charges may apply for us to be able to match the existing finish.




How long will the repairs on my vehicle take?


Repair times depend on the extent of the damage, parts availability, and whether additional damage is discovered once the repair process is underway. Once an initial repair plan is generated, our Estimator will be able to give you an estimated completion date. The estimated completion date could change if additional damage is discovered or if parts are backordered or unavailable, however we will keep you updated throughout the process.




How can I get a rental car set up for the day I drop off my car?


We work closely with Enterprise Rent-a-Car. When you schedule your repairs at our shop, we will contact Enterprise and schedule your rental vehicle to meet you at our shop when you deliver your vehicle for repair.




How will I know my car is completed?


Our staff will notify you when the repairs are completed and ready for pick-up. We will also contact you throughout the repair process. We can also notify you via e-mail if you choose.




Is there a warranty for the repairs to my car?


All of our repairs are backed by a LIFETIME limited warranty.




Do I have to pay my deductible?


Yes, it is mandated by your insurance policy that you pay your deductible to the body shop at the completion of your repairs. If you are not at fault in your loss, you will be compensated by your insurance company directly. If you are not sure of who's liable for your claim, we can help you find out.




What forms of payment do you accept?


We accept insurance checks, bank or cashier checks, cash, Visa, MasterCard, Discover, debit cards, and personal checks. You will be notified of our full payment terms when you drop-off your vehicle for repairs.




Can I drop my car off after hours?


Absolutely. Simply let our staff know, and they will explain the process and tell you the location of our night drop box.