The Society of Collision Repair Specialists (SCRS), an association formed to educate the collision repair community, recently commissioned a survey of its membership to determine the most common problems repairers encountered when working with insurers.

The survey responses came from several member and non-member shops from across the U.S. The SCRS believes that some insurers are employing the following tactics in order to mislead or influence consumers to using their programs.

Deceptive referral practices of a malicious nature.

Disparaging statements.

Secondary steering tactics.

Vague and ambiguous remarks about repair “delays.”

Refusal to reimburse for proper repairs.

Intimidation techniques and threats to keep direct repair program, referral, or concierge-type shop operators from discussing the details of the various programs.

Utilizing inexperienced claim staff to negotiate repair hours and methods based on a consumer's loss.

Denigrating a collision repairer because of the lack of a DRP, referral, or concierge-type program relationship.

The complete list along with detailed descriptions is available at www.scrs.com.

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Special Reports /

Insurers Called Out by Collision Repairers

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