Editor's Note: As part of an expanded editorial approach, Claims is offering first-run, feature-length articles on our web site before they appear in our monthly print issue. These articles will be clearly marked and are intended to expand the editorial breadth of the magazine while at the same time delivering even more useful and educational insights to our readers. We hope you find this extended coverage helpful.

The most pronounced difference between the U.K. and the U.S. when it comes to automobiles is that we drive on different sides of the road.

However, important differences also exist in the way auto insurance companies in both countries manage their repair networks. Failing to manage the repair network effectively leads to higher costs for both the insured and insurers. Add body shops into the equation, and the most important component -- the customer -- can get caught in the middle.

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