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No. 5-99-0830 IN THE APPELLATE COURT OF ... - Appellate.net

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paid the difference in cost out of their own pockets. R. 6117, 6191. Thus, the fact that a<br />

non-OEM part was designated in a State Farm repair estimate does not mean that it was<br />

installed on an insured’s vehicle. Although State Farm’s computerized records indicate<br />

whether non-OEM parts were specified on the estimate, they do not show whether those<br />

parts were actually installed by the bodyshop or, if not, who paid for the installation of an<br />

OEM part. R. 10211.<br />

Whenever State Farm specified a non-OEM part on an estimate, it disclosed to the<br />

insured that the estimate included a part “not made by the original equipment manufacturer.”<br />

DX 2025 (red stamp placed on estimate); DX 418 (disclosure form); DX 397A (disclosure<br />

brochure). As the circuit court acknowledged, “[w]hen [non-OEM] parts are used on an<br />

estimate, the policyholder is given a State Farm brochure discussing the use of non-OEM<br />

parts . . . . The estimate is then stamped indicating the use of non-OEM parts.” A. 28.<br />

Since 1<strong>99</strong>0, State Farm has offered its policyholders a written Guarantee of<br />

satisfaction, promising to replace or repair — at no cost to the insured — any State Farmspecified<br />

non-OEM part that does not satisfy the policyholder. See, e.g., R. 8464-68; DX<br />

859A. The Guarantee in most cases runs for as long as the policyholder owns the vehicle<br />

and can be invoked at any time if the policyholder decides, in his or her sole discretion, that<br />

the non-OEM part is not satisfactory. See DX 320; see also R. 9289, 10334-35.<br />

5. Prior Litigation Regarding <strong>No</strong>n-OEM Parts. Over the past few years, several<br />

putative class action suits have been filed against various insurance companies challenging<br />

their specification of non-OEM parts. State Farm settled two cases; in each, only a minute<br />

fraction of the class claimed any damages from non-OEM parts. See Ashenfelter Affidavit,<br />

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