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MAPFRE | Commerce Insurance

Claim Payments - Frequently Asked Questions



What is the Massachusetts Direct Payment Plan?

Under the Direct Payment Plan, you have the right to shop around to obtain repairs at a registered auto body repair shop of your choice. If your vehicle is repairable, you will receive a copy of the appraisal of damage and a listing of all the registered auto body repair shops in your county.

When you receive a check from MAPFRE Insurance, you have a few choices:

  • Use the check at any of the MAPFRE Insurance Preferred Repair Shops to receive guaranteed repairs at a guaranteed price.
  • Cash the check and use the proceeds to have the repairs done at any auto body repair shop of your choice.
  • Cash the check and choose not to have the repairs done. Be aware, however, the value of your car will be reduced by the amount of the check and would be deducted on any subsequent losses.
Please note: The Massachusetts' Direct Payment Plan only applies to insureds. If you are an individual making a claim against one of our insureds, your payment is not subject to the Direct Payment Plan. Any payments made to individuals not insured with MAPFRE Insurance would be contingent upon the coverages available and the degree of fault of our insured operator.

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Will I have a deductible for this loss?

If you are involved in a collision claim, your deductible may or may not apply depending on the determination of fault of the operator(s) involved in the accident. The Division of Insurance publishes 'standards of fault' which categorize certain accident types where an operator would be presumed to be more than 50% at fault. For example, an operator is presumed to be more than 50% at fault for an accident when operating a vehicle which is in a collision with a parked vehicle. Of course, each case has its own set of facts and your Physical Damage Adjuster will investigate your case individually to determine the fault of the operator(s). Damage to your automobile from a loss that was not a collision is considered a 'comprehensive' loss and is always subject to your chosen deductible. An example of a 'comprehensive' loss would be theft, fire or vandalism.

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Will I be surcharged for this accident?

The Safe Driver Insurance Plan is a program which the state of Massachusetts mandates. It encourages safe driving by providing insurance premium credit to individuals who are considered safe drivers and discourages unsafe driving by requiring higher premiums for those considered high-risk drivers. According to the Safe Driver Insurance Plan, the operator determined to be 'at fault' for an automobile accident may be subject to a surcharge if payment for physical damage to the automobile(s) exceed $1000.00. In order to be considered the 'at fault' driver, you must be found to be greater than 50% responsible for the accident. The Division of Insurance publishes 'standards of fault' which categorize certain accident types where an operator would be presumed to be more than 50% at fault. For example, an operator is presumed to be more than 50% at fault for an accident when operating a vehicle which is in a collision with a parked vehicle. Of course, each case has its own set of facts and your Physical Damage Adjuster will investigate your case individually to determine the fault of the operator(s). If you are surcharged and do not believe you were more than 50% responsible for the accident, you may appeal the surcharge to the Board of Appeal at the Division of Insurance within 30 days of receiving a notice of surcharge.

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What if I have a bank loan on my automobile?

If you are insured with MAPFRE, and our payment exceeds $500, the lienholder will be included as a payee on the check. If your vehicle is a 'total loss' and there is a listed lienholder on your policy, payments will be applied to the outstanding loan to secure a title to your automobile.

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Can the auto body repair shop be paid directly?

If you sign a 'Direction to Pay' at the auto body repair shop, we will make payments directly to the shop in accordance with your request. If you are interested in having the auto body repair shop paid directly, mention it to the shop and they will provide you with the appropriate forms to sign.

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