It’s a great example of how we can directly impact the consumer experience in a positive manner if the focus becomes on educating the vehicle owner on the realities of the repair process.”
It’s disappointing that there has been so many bad feelings created between collision repair shops and technicians and insurance companies. With the insurance company setting up the technicians to look bad, a lot of bad blood has been spilled. Insurance leaders that are directly responsible for training its own and third party companies to do the estimates need to make the changes from the top down. Start by training the new estimators and the current through a very progressive process. Perhaps swipe their brains clear so that they see the technicians and body shops a part of a team and collision family. Wouldn’t it be nice if just once the estimator backed you up? How about a claim estimator helping to find solutions instead of pointing the finger as has been done for decades?
It’s not rocket science, its sound and sage advice for insurance companies. We don’t have to be on opposing ends having a tug-a-war, we just need realistic expectations for both the customer and technicians. Expectations that the insurance companies can stand behind and trust that they too are a part of the solution not the problem. Do unto others and simple principles like this are the key to making the aggressive forward changes that must be changed. There’s no room in this society of completely transparent expectations for the bullying ways of old. Neither side of this coin should feel motivated to slander or destroy careers based on inaccurate demands. Know what you’re asking and know what your answer would be. How long will it take? Each individual case has different responses. There is no set in stone guide that insurers should go by because not every accident ends in the same way with the same damages. Seek solutions.