Issues Resolution

Accredited repair shops may appeal certain disputes with MPI in accordance with its accreditation agreement and this policy. The accreditation agreement identifies certain disputes which may not have to follow this policy.

The first step to resolve a dispute is to discuss it with the appropriate MPI representative. The following table identifies the representative, expected resolution timelines, and levels of escalation. Repair facilities are expected to contact the 1st level to understand or resolve the concern prior to contacting the additional levels. MPI internal process typically involves 2nd level review under certain circumstances to avoid additional efforts of future escalation.

Issue Type
1st Level
(2 Working Days)
2nd Level
(2 Working Days)
3rd Level
(2 Working Days)


Original Estimator

  • Refer to estimator on Estimate
  • Refer to Estimator in Journal notes

Estimating Supervisor

  • Contact the assigned service centre estimating location.
  • Refer to Journal Notes for Estimating Supervisor

Manager, Estimating Operations

Shop Measures and Direct Repair Program

Shop Relationship Advisor

Proceed to 3rd level

Manager, Physical Damage Programs

Claims Audit

Claims Audit Staff

  • Refer to Journal notes for Auditor

Audit Coordinator

Manager, Physical Damage Programs

Glass Claims

Glass Administrator

  • Refer to email replies for direction of who to contact.

Glass Supervisor/Audit Unit Coordinator

Manager, Physical Damage Programs

Proper Repair, Quality of Repair and Accreditation

Accredited Repair Inspector

Proceed to 3rd level

Manager, Accredited Repair

If you have any questions about the Issues Resolution process outlined above, please contact your Shop Relationship Advisor.

Related Links

Repair Shop Support Line

Repair Shop Support Job Aid