It sure seems to be a good time to be in the insurance business. Collision repairers, however, may disagree. As most repairs are paid for through insurance reimbursement, shops are inextricably linked to insurers for better or worse. Collision center managers and owners should continually be informed of insurance industry dynamics and how the economics of the industry affect both insurer and consumer behavior. All parties to a repair transaction (shop, consumer, insurer) are making cost-benefit decisions of whether or not to file a claim, how the repair is performed, how it is paid for, and how those factors affect relationships between the parties. These are both “macro” (big picture) and “micro” (transactional) factors that must be accounted for during the customer service and repair/claims process. In this edition of IMPACT Collision Solutions, we will explore the status of the auto physical damage insurance industry and its relationships with repairers.
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