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I have about a dozen insurance credentials, but these days I manage a body shop owned by my brother. I wish we could go back to the days when the agent helped manage the claim! These days the carriers all want to keep the agent out of the process. So with that in mind, here's what you don't know about the claim process in regards to vehicle repair:
All carriers want to use their preferred shops. Steering is illegal, but there's a reason they do this. They have negotiated discounts and repair priority status with the shops. Lesson 1 - The quickest and least expensive repair is usually one done by 'their' shop.
That's not always a bad thing. Our shop has 2 such agreements, but we refuse to sacrifice the quality of our work to satisfy any insurance company. Lesson 2 - As long as the shop is committed to the car's owner above all else, it's OK to use a preferred shop.
Some carriers only want to pay for the cheapest available used and/or aftermarket parts regardless of anything else. Some will allow automatic new OEM in certain cases. I recently had a brand new Lexus where the company wanted me to use a cheap knock-off bumper. I didn't happen that way because we refused. Another shop might have done it. Lesson 3 - know your carriers' claim philosophy and use it to sell a better product with a higher price. If they offer an OEM endorsement, sell it too!
We love having relationships with the agents in our area. It's OK to find a shop or two you like and suggest your customers stop in for an estimate before submitting a claim. We just need the full story so we can educate them on what to expect if/when they submit a claim. Lesson 4 - follow up with your customers about their repair experience and don't be afraid to go outside of the preferred shop network....we won't let you down!
We can spot an estimate shopper and a dishonest story a mile away. There is almost nothing we have not seen and heard before. It's OK to cash out the claim and not repair the car. Sometimes one can use that cash and negotiate a different repair. Lesson 5 - encourage your customers to be honest with the body shop because we can't simply "cover up" a deductible.
I think I'll stop there. I have much more to say though. Feel free to ask me anything about the claims process from the repair side and I'll do my best to address all comments.
All carriers want to use their preferred shops. Steering is illegal, but there's a reason they do this. They have negotiated discounts and repair priority status with the shops. Lesson 1 - The quickest and least expensive repair is usually one done by 'their' shop.
That's not always a bad thing. Our shop has 2 such agreements, but we refuse to sacrifice the quality of our work to satisfy any insurance company. Lesson 2 - As long as the shop is committed to the car's owner above all else, it's OK to use a preferred shop.
Some carriers only want to pay for the cheapest available used and/or aftermarket parts regardless of anything else. Some will allow automatic new OEM in certain cases. I recently had a brand new Lexus where the company wanted me to use a cheap knock-off bumper. I didn't happen that way because we refused. Another shop might have done it. Lesson 3 - know your carriers' claim philosophy and use it to sell a better product with a higher price. If they offer an OEM endorsement, sell it too!
We love having relationships with the agents in our area. It's OK to find a shop or two you like and suggest your customers stop in for an estimate before submitting a claim. We just need the full story so we can educate them on what to expect if/when they submit a claim. Lesson 4 - follow up with your customers about their repair experience and don't be afraid to go outside of the preferred shop network....we won't let you down!
We can spot an estimate shopper and a dishonest story a mile away. There is almost nothing we have not seen and heard before. It's OK to cash out the claim and not repair the car. Sometimes one can use that cash and negotiate a different repair. Lesson 5 - encourage your customers to be honest with the body shop because we can't simply "cover up" a deductible.
I think I'll stop there. I have much more to say though. Feel free to ask me anything about the claims process from the repair side and I'll do my best to address all comments.
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