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John Yoswick

John YoswickJohn Yoswick is a freelance automotive writer based in Portland, Oregon, who has been writing about the collision industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com).


He can be contacted at john@crashnetwork.com 

Tuesday, 04 January 2022 13:47

Do Automakers, Insurers See Auto Body Shops Meeting Both DRP and OEM Certification Requirements?

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Pete Tagliapietra said he’s aware of some insurance company direct repair key performance indicators that haven’t been updated in a decade despite changes in the industry. Pete Tagliapietra said he’s aware of some insurance company direct repair key performance indicators that haven’t been updated in a decade despite changes in the industry.

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A panel during the Collision Industry Conference (CIC) in November included representatives of two automakers and two insurance companies addressing a topic that repairers and others discussed at a previous CIC: can an auto body shop participate both in direct repair and OE certification programs, and meet the requirements of both?

“I would never say that’s impossible, but it is very difficult at times,” said Ben Cid, collision business manager for Mercedes-Benz. “There are shops that do it. When you’re having to prove…why something needs to be done a certain way, there’s a lot more time invested in doing that. Again, it’s not that it’s impossible. But it definitely takes a lot more time on the shop’s side to really…prove what needs to be done.”

 

Sandee Lindorfer, auto line director at Allstate, said she sees it as less of a challenge.

 

“We have many [OEM-certified shops] within our Good Hands Network,” she said. “Between our network and the OEMs, we have more in common than we have differences. At the end of the day, we both want our customers to have a safe and proper repair. I don’t think that [needing to offer] proof of repair procedures is as great [an issue] as it may have been in the past when repair procedures weren’t easy to get your hands on.”

 

She said parts restrictions by the automakers are probably the primary area where there’s “friction when a shop is trying to appease both the carrier and the OE.” When those conflicts arise, she said, they are addressed “case-by-case,” based on such things as “the contract that we have with our customer” and state requirements.

 

“But there’s not too often that we can’t come to some sort of agreement,” she said.

 

With CCC Intelligent Solutions and others documenting changes in cycle time, “touch time,” parts costs and other metrics, are insurance companies adjusting the key performance indicators (KPIs) by which they are measuring direct repair shops?

 

In terms of cycle time and its impact on customer satisfaction, Lindorfer said insurers aren’t looking for...


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