Not really sure. It would have been the insurance of the gal talking on her cell phone crashing into the camper that would have covered it, not the customer's I guess.
I think what it really came down to was good negotiating skills on the part of our customer. This was a brand new unit, his first outing in it. He had another trip planned in a couple of months for which he needed the trailer. If we built a new one there would have been no way to get it done in time for this trip so the insurance company would have had to provide a interim solution. They quickly figured out that used replacements like his did not exist and the customer was in no way going to go for a used unit since this one was brand new and unused (we had shipped it to him). Basically their options were build a new one and supply the customer with a interim solution or ship it to us and have it rebuilt. They were under the gun because it had to happen soon to get it done in time for his trip. Lots of room for arm twisting there.
One thing the insurance agent did that worked out really well on solving this though. The insurance agent knew the insurance company would balk at the shipping charges of course. So, he went to the local collision repair center that rebuilt the customer's truck. Had them bid it. So, nudge nudge, wink wink, the collision center went to us to have us quote it (with transportation cost included). They then put in their quote to the insurance company to repair it. It was less than replacement cost so the insurance company accepted the collision center's bid. This was really nice working with those guys. They handled getting it shipped to us and such. We shipped it back to the collision center when completed and they then arranged with the customer to pick it up. So, anyone having to go through a insurance repair should probably follow this agent's lead on how to do it.
Cary