Thank you for sharing!

Your article was successfully shared with the contacts you provided.
Several years ago, the late Beryl Carlew presented the results of his year-long study of direct repair programs (DRP) to the Collision Industry Conference. The study, Commitment to Excellence in DRP, was funded by a collision repair group and several enlightened industry suppliers. They sought to identify and quantify repairers’ perspectives on one of the most hotly debated claim programs of our time: DRP.

The study involved all-day meetings with more than 350 repairers from the U.S. and Canada, and included an analysis of DRP in general, a frank review of specific insurer programs, and a summary of how the participants felt DRP processes could be modified to improve relationships, efficiencies, and customer service.

Whether or not the study had much impact on DRP programs is debatable, but the study remains a thought leadership piece that was likely ahead of its time. Elements of the study’s recommendations can be found in most honest discussions of DRP, and some insurers may have modified their programs to address some of the issues noted as specific to their programs.

In 2009, one of the enlightened suppliers involved in the Carlew study stepped up and sponsored an equally provocative research study, this time focusing on how senior claim personnel view the collision inter-industry. Titled Finding Common Ground: A Claims Perspective, the study sought to identify industry issues whereby repairers, suppliers, and insurers would be able to collaborate and move beyond the never-ending contentious debate around DRP, steering, and other difficult business issues.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?

Dig Deeper



Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2021 ALM Media Properties, LLC. All Rights Reserved.