No one can refute the importance of discussing high-profile issues such as terrorism and hurricane claims, but the reality is that up to 68 percent of every claim dollar paid by insurers goes towards auto claims, a trend that can only go up due to technical innovations and increased safety features. Given that high percentage, it is in the best interests of the auto collision and repair industry and insurers to focus on solidifying a good working relationship with each other.

The relationship between insurers and collision repair shops is an important one because they are both serving the customer, and customer service is one area where both industries strive to excel. The issues that exist between repair shop and insurer can be delicate, however, since everyone is working to improve that bottom line. At the end of the day, insurers and repair shops have to work together harmoniously if they are going to streamline the repair process for the customer — and themselves.

The Washington Metropolitan Auto Body Association recently hosted a roundtable discussion to address some of the issues between insurers and the collision repair industry. Some of the questions that the association asked insurers focused on the topics of suppressed labor rates, direct repair programs, and the relationship between insurers and repair shops. Jordan Hendler, executive director of the association, commented on the essence of the discussion.