PRESIDENT’S MESSAGE
Who Do Insurers Love the Most? by JERRY MCNEE Based on your experiences in the collision repair industry, who would you say the insurance industry loves the most? Is it the shop that just does whatever it’s told out of fear of losing work? Is it the manufacturer that produces less expensive “alternative” crash parts to compete with the OEMs? Well, those entities have definitely helped carriers grow in power and influence over the years, but they’re not the ones who give insurers their warmest and fuzziest feelings. At the end of the day, the insurance industry reserves its deepest affection for the uneducated consumer. Although we live and breathe this industry every day, the reality is that most consumers only care about the collision repair process when they need to take advantage of it. Because they purchase insurance for their automobiles, they are already somewhat familiar with their carriers and tend to look to them for guidance when an accident occurs. Unfortunately, this is when most consumers begin hearing only one side of the story. The insurers have turned this into a profit center instead of indemnifying the claim.
12 | New Jersey Automotive | April 2021
Collision repair facilities are not just in business to make damaged vehicles look nice again; we’re in operation to ensure that our customers drive away in properly repaired vehicles that will keep them safe. Sometimes, that commitment has to extend beyond what the consumer’s insurer is willing to pay. When shops stand their ground, insurers attempt to make them look like the bad guy in the consumer’s eyes. Insurers distract, divide, discredit and destroy legitimate claims. This is why it is critical for body shops to take the time to inform every customer who walks through the door of what it will take to legitimately bring their vehicle back to pre-loss condition – and why insurers need to fulfill their obligation to negotiate in a fair and timely fashion. We need to educate our customers on the basics, including the differences between OEM and aftermarket parts, the benefits of OEM-certified repairs and what could happen if their insurer refuses to pay for needed parts and procedures. They also need to know what to do if they are under-indemnified and/or face resistance from their continued on pg. 42
