Collision repairers, consumers and insurance companies all face challenges when there is a disconnect between expectations. In this video Kris and Amber talk about some of the challenges in working with consumers who may have received and estimate or settlement offer based on a photo-based estimate, rather than an in-person inspection. Oftentimes, this can create a divergence in amount of detail on the document, may result in dissatisfaction or distrust based on significant differences in proposed cost to repair, and even set false expectations around the length of time a repair might take.
In a P&C Historic Trends Report issued by the Office of the Insurance Commissioner in Washington state, it was noted “these [photo] estimates can be significantly lower than expected, which drives consumer complaints.” The report continued that “analysts note that insurance companies are increasingly requiring consumers to take their vehicle in for repair before considering anything more than the initial photo app estimate, even when the claimant or insured has an estimate from a repair shop. Unless the consumer starts the repair process, companies are not revising their initial photo driven estimate. This can leave a claimant with less than they are entitled to from the accident if they choose to not repair their vehicle.”
For more on that report, visit: https://www.insurance.wa.gov/sites/default/files/documents/pc-historic-trends-report-may-2023.pdf
If you want more on the topic of repair planning, check out this session from the 2023 SEMA Show, “Take Control! The Guild of Advanced Repair Planning”
https://rde.scrs.com/p/2023-rd3
We hope this helps! Share this video with your colleagues and others in the repair community! To learn more about SCRS or to join as a member, visit www.scrs.com.
