Insurance Approval Delays for ADAS Work: A Shop Owner's Survival Guide

Insurance approval delays for ADAS work are one of the biggest opportunities for process improvement in collision and glass repair. 

What can be a simple part of the repair process can be at risk for a cycle of supplement submissions, adjuster callbacks, and documentation requests that can stretch repair times from days into weeks.

According to our recent industry benchmark report, 77% of shops experience insurance pushback on ADAS calibrations at least sometimes. In turn, this can affect business decisions, customer satisfaction, and shop profitability in meaningful ways.

This post will explore why insurance approval delays happen, strategies for reducing friction with carriers, and how to build processes that get calibrations approved faster while protecting your bottom line.

Why insurance pushback happens

Understanding why insurers push back on ADAS calibrations helps shops address objections more effectively. 

Knowledge gaps among some adjusters

Many insurance adjusters have been in the business since before ADAS systems became standard equipment. They may not fully understand why a windshield replacement requires camera calibration, or why a minor front-end collision necessitates radar sensor recalibration. This knowledge gap leads to questions, requests for justification, and delays while adjusters verify that requested procedures are actually necessary.

OEM grey areas 

Calibration requirements vary significantly across manufacturers, models, and even model years. Then, add in the OEM grey areas, where language like “may” is used. 

An adjuster who approved a calibration for one vehicle may question why a similar repair on a different vehicle requires different procedures. This inconsistency—while legitimate from a technical standpoint—creates confusion and skepticism.

Cost concerns

ADAS calibrations add meaningful cost to repairs. Insurers facing pressure to control claim expenses may scrutinize these charges more closely than standard fare repair items, particularly when calibration costs approach or exceed the cost of parts being replaced.

Documentation deficiencies

When shops submit calibration requests without adequate supporting documentation, adjusters have little choice but to request more information. Incomplete submissions create back-and-forth that delays approvals and frustrates everyone involved.

Fraud prevention measures

Unfortunately, some bad actors have submitted calibration charges for work that wasn't performed or wasn't necessary. Legitimate shops bear the burden of increased scrutiny as insurers work to prevent fraudulent claims.

The real cost of approval delays

Insurance friction extends beyond simple inconvenience. The operational and financial impacts affect shops in multiple ways.

Tied-up capital and space

Vehicles waiting for insurance approval occupy valuable shop space and represent work-in-progress that isn't generating revenue. A shop with three or four vehicles waiting on calibration approvals has significant capital tied up in jobs that can't be completed.

Customer satisfaction erosion

Customers don't distinguish between delays caused by your shop and delays caused by their insurance company. Extended repair times damage your reputation regardless of the underlying cause. Explaining that you're waiting on insurance approval only goes so far.

Workflow disruption

Unpredictable approval timelines make scheduling difficult. Technicians may be available when approvals finally come through, or they may be occupied with other work, creating additional delays.

Investment hesitation or delays 

Our research found that insurance reimbursement significantly influences equipment and capability decisions, with 40% of shops saying reimbursement affects their investment choices "a lot." 

When shops aren't confident they'll be reimbursed fairly for calibration work, they're less likely to invest in expanding their capabilities, which ultimately limits the services available to vehicle owners.

The cumulative effect is significant. Our benchmark report found that 19% of shops listed insurance reimbursement as a leading operational challenge, while 15% identified insurance documentation requirements as a primary obstacle. These are fundamental barriers affecting how shops operate and grow.

Building an approval-ready documentation process

The most effective way to reduce approval delays is submitting complete, well-documented requests that give adjusters little reason to push back. This requires building documentation into your standard workflow rather than treating it as an afterthought.

Capture OEM requirements upfront 

Before submitting any calibration request, document the specific OEM requirement that mandates the procedure. 

This might be a position statement, service manual excerpt, or technical service bulletin. When your request includes manufacturer documentation stating that calibration is required after the repair performed, adjusters have clear justification for approval.

Document pre-repair conditions 

Photographs and diagnostic scans showing the vehicle's condition before repairs begin establish baseline evidence. If sensors were damaged or systems were affected by the collision, this documentation supports the necessity of calibration work.

Include VIN-specific information

Generic calibration requests invite questions. Submissions that reference the specific vehicle's equipment, configuration, and applicable OEM procedures demonstrate that you've identified exactly what this particular vehicle requires, and not just what vehicles like it might need.

Provide procedure details 

Explain what the calibration involves, what equipment is required, and why the charge reflects the actual work being performed. Adjusters who understand the scope of work are more likely to approve appropriate charges.

Attach completion verification 

Post-calibration documentation should show successful completion, including calibration reports and post-repair scans. This demonstrates that the work was actually performed and met manufacturer specifications.

Communicating effectively with adjusters

How you communicate with insurance representatives can significantly impact approval timelines. Approaching these interactions strategically helps move requests forward.

Lead with OEM documentation. When adjusters question calibration necessity, respond with manufacturer requirements rather than opinions. "Toyota's position statement requires camera calibration after any windshield replacement" is more compelling than "we always calibrate after windshield work."

Educate without condescending. Many adjusters genuinely want to understand ADAS requirements, but some lack a technical background. Approach explanations as collaborative education rather than adversarial debate. Building relationships with adjusters who handle your claims regularly pays dividends over time.

Anticipate common objections. Prepare responses to frequent pushback points. If adjusters often question why calibration costs what it does, have documentation ready explaining equipment requirements, technician training, and time involved. If they question necessity, have OEM documentation organized for quick reference.

Escalate appropriately. When front-line adjusters can't or won't approve legitimate charges, know the escalation path. Supervisors and claims managers often have more authority and broader perspective on ADAS requirements. Document your escalation attempts in case further action becomes necessary.

Track patterns. Monitor which carriers, adjusters, or claim types generate the most friction. This data helps you identify where to focus relationship-building efforts and where systemic issues may require different approaches.

Structuring estimates to speed up the process

How you present calibration charges on estimates influences how adjusters receive them. Strategic estimate structuring can reduce questions and speed approvals.

• Itemize clearly. Break out calibration charges with clear descriptions rather than burying them in general labor categories. Transparency reduces suspicion and makes it easier for adjusters to understand and approve charges.
• Reference OEM procedures. Include OEM procedure numbers or position statement references directly on estimates. This demonstrates that charges are based on manufacturer requirements rather than arbitrary shop decisions.
• Separate diagnostic and calibration work. Pre-repair scanning, calibration procedures, and post-repair verification are distinct operations. Itemizing them separately helps adjusters understand the full scope of required work and reduces the appearance of inflated charges.
• Include necessary sublet costs. If certain calibrations must be subletted to dealers or specialized providers, include these costs with clear explanation. Adjusters are more likely to approve charges they understand than line items that appear unexplained.
• Provide supporting documentation. Attach relevant OEM documentation, equipment requirements, and procedure details to estimates. Proactive documentation reduces back-and-forth requests for information.

How to navigate delays or denials 

Not every denial should be considered final. Understanding when and how to push back protects your shop and your customers.

Document everything

 When insurers deny legitimate calibration charges, document the denial in writing, including who denied it, when, and their stated reasoning. This record becomes important if disputes escalate.

Request written explanations

Ask adjusters to explain denials in writing, including what documentation would be required for approval. Written explanations create accountability and sometimes prompt reconsideration.

Involve vehicle owners

Customers have contractual relationships with their insurers that shops don't have. When legitimate charges are denied, explaining the situation to customers and suggesting they contact their carrier directly can be effective. Customers advocating for proper repairs often get different responses than shops do.

Know when to escalate

Persistent denials of legitimate, OEM-required calibrations may warrant escalation to state insurance commissioners or industry associations tracking improper denial patterns. Document these situations thoroughly.

Consider your DRP relationships

If you participate in direct repair programs, understand how pushing back on denials affects those relationships. Sometimes DRP agreements include dispute resolution procedures that should be followed.

Technology that streamlines approvals

The right tools can significantly reduce documentation burden and approval delays. Platforms that provide instant access to VIN-specific calibration requirements eliminate research time and ensure your requests reference exact OEM procedures—giving adjusters less room for objection.

Revv helps shops build approval-ready documentation by providing current, VIN-specific calibration requirements with direct links to supporting OEM documentation. Rather than spending hours researching and assembling documentation for each request, Revv provides the complete picture in seconds.

Book a demo today to see how Revv can help you reduce insurance friction and get calibrations approved faster.