Direct Repair – Questions & Answers

When can I apply for Direct Repair?

You can apply as of March 1, 2017.

Does MPI promote or market Direct Repair shops?

Direct Repair shops will be able to promote their status in the program, subject to MPI advertising and logo usage guidelines. Customers will receive information on the program when reporting an eligible claim, and information will be available at It will be up to the customer to decide whether to participate in Direct Repair and where they want their vehicle repaired.

What is the administrative premium for Direct Repair shops?

Administrative premium of $81 per job will be payable to qualifying Direct Repair shops (whether in Direct Repair or Direct Repair Plus). The premium applies in the second year of the Agreement on all qualifying repairs completed by the shop. More information will be available in 2018.

Why is there a weekly minimum average of five claims to enter Direct Repair?

The minimum average claim volumes for both Direct Repair and Direct Repair Plus are intended to help ensure shops succeed in the program. Shops need to stay in practice on estimating, and an average of five claims per week helps ensure estimates are conducted on a regular basis and estimating skills are maintained.

Can a shop (DE pilot or not) jump into Direct Repair Plus?

Shops must qualify for Direct Repair, and then meet eligibility for Direct Repair Plus before applying to become a Direct Repair Plus shop.

How do eligible claims differ between Direct Repair and Direct Repair Plus?

Additional types of claims are eligible in Direct Repair Plus. These include claims where the collision circumstances may be less straightforward and more complex.

Can a shop turn away a Direct Repair first estimate or repair?

A Direct Repair shop must undertake a first estimate when a customer brings an eligible claim. Any shop can make a business decision to turn away any repair.

Can a customer go to one shop for an estimate and a different shop for a repair?

Yes, a customer can decide to have their repair done at a different shop than their estimate. The customer can choose any accredited shop that is qualified to repair their vehicle.

How can I have zero customer complaints from the AutocheX survey?

The Direct Repair eligibility requirement of zero complaints refers to complaints that involve MPIs Accredited Repair department, not complaints from survey comments. These are typically customer referrals that pertain to proper repair issues. MPIs Accredited Repair department will continue to work with the repair shop to address customer referrals.

In Direct Repair, who will be responsible for storage of tow-ins?

Non-drives will not go directly to the shop. They will come to MPI first.

Do eGlass claims count toward the minimum claim volumes?

No, eGlass claims do not count towards the claim volumes for Direct Repair and Direct Repair Plus.

Will shops get more information on the collision from MPI?

Shops will receive training on the dispatch report related to collisions. If you have questions about a collision, you can contact the adjusting team (or the estimator, for non Direct Repair claims).