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.

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

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Audi dealers strive to make you an Audi Genuine Parts fan

• Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.

• Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

• Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.

Helping you do business is our business. Order Audi Genuine Parts from these select dealers.

Flemington Audi

213 Route 202/31 Flemington, NJ 08822 Toll Free: 877.657.2787 Fax: 908.782.1795 email: rmuir@flemington.com www.NJPARTS.com

DCH Millburn Audi

2211 Millburn Ave Maplewood, NJ 07040 Toll Free: 800.553.9250 Direct: 973.762.0262 Fax: 973.762.2381 www.dchmillburnaudi.com

Paul Miller Audi

179 Route 46 East Parsippany, NJ 07054 Toll Free: 800.35.MILLER Parts Direct: 973.575.7793 Fax: 973.575.5911 www.paulmiller.com

Audi Brooklyn

211 63rd Street Brooklyn, NY11220 Phone: 718.492.6400 Fax: 718.492.8899 rmerchant@audibrooklyn.com www.audibrooklyn.com

Bell Audi

782 Route 1 Edison, NJ 08817 732.396.9360 Fax: 732.396.9090 www.bellaudi.com

Town Motors Audi

400 South Dean Street Englewood, NJ 07631 201.227.6506/6536 Fax: 201.541.0314 www.townmotors.com

Jack Daniels Audi of Upper Saddle River

243 Route 17 Upper Saddle River, NJ 07458 201.252.1500 Fax: 201.254.1552 tbabcock@jackdanielsmotors.com www.jackdanielsmotors.com

Audi Bridgewater

701 Route 202-206 N Bridgewater, NJ 08807 929.600.9156 Fax: 908.595.0237 parts@audibridgewater.com www.audibridgewater.com