Customer pay is no longer a theoretical talking point in Canada’s collision repair industry.
As vehicle technology grows more complex and insurer coverage gaps widen, shops across the country are increasingly asking customers to absorb part of the repair bill.
This survey aims to capture where customer pay is occurring, which repair types most often trigger it and what factors actually persuade vehicle owners to approve out-of-pocket costs. Responses will help paint a clearer picture of how customer pay is reshaping conversations at the front counter and what it may mean for the future of repair authorization in Canada.
