December 2020 Volume 14, No.12 $5.95
www.wmaba.com
Knowing the UNKNOWN The Truth about Diagnostics and Calibrations
PLUS Virtual
SEMA 360 RECAP NEW WMABA
Benefits & Connections Automakers LOOK Ahead www.grecopublishing.com
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December 2020
CONTENTS COVER STORY
DECEMBER 2020
BY JOEL GAUSTEN
Knowing the Unknown:
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The Truth about Diagnostics and Calibrations
RECAP TECHNOLOGY, LIABILITY AND MORE:
Highlights from SCRS’ Repairer Driven Education
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SCRS and SEMA360 bring an impressive program right to you. BY JOEL GAUSTEN
OEMS READY COLLISION REPAIRERS FOR VEHICLE ELECTRIFICATION Automakers spotlight the future. BY ALANA BONILLO
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LOCAL NEWS 10
A year-end push for real data.
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WMABA will start the new year right!
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WMABA URGES SHOPS TO TAKE ONLINE LABOR RATE SURVEY DEPARTMENTS
WMABA ADDS MORE OFFERINGS AND BENEFITS FOR 2021 BY ALANA BONILLO
APPRAISAL CLAUSE PROVISIONS AID IN CONSUMERINSURANCE DISPUTES BY JOEL GAUSTEN
Settling disagreements during repairs.
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NATIONAL NEWS 28
A new wave of end-user protection.
CIC ADOPTS DATA ACCESS “GOLDEN RULES” IN LANDSLIDE VOTE
34
Executive Director’s Message JORDAN HENDLER WMABA Membership Application
WMABA Sponsorship Page Advertisers’ Index
Stock Images © www.istockphoto.com
December 2020
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Superior service starts with superior parts. Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life. Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you
Contact these Mazda dealers for all your parts needs: Brown’s Fairfax Mazda 10570 Lee Hwy. Fairfax, VA 22030 Toll Free: 800-234-8642 Phone: 703-385-3994 Fax: 703-591-5348
Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135
Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com
Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264
Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com
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www.fitzmall.com
December 2020
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.
•
Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers. No other supplier comes close.
Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com
Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com
Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com
Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com
Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com
December 2020
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Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
EXECUTIVE DIRECTOR’S
MESSAGE
HINDSIGHT 2020: Anyone Else Happy to See 2020 in the Rearview Mirror?! If 2020 was supposed to be about “clear vision,” we’ve probably missed the mark. Maybe “Hindsight 2020” would be more appropriate. It can be really easy to focus on what went wrong, especially when so many things have. When the pandemic just started, many businesses closed up – and even permanently – while collision repairers kept going. Without cars on the road, keeping people working with a stream of repair orders was more like a trickle. Even though it’s picked up somewhat, we’re still away from the normal of our previous year. The PPP loan only covered an eight-week stretch, so making decisions on cash flow became forefront as well. Keeping our workers safe seemed secondary to protecting our customers, but they are equally important in my mind. Collision repair education didn’t include infectious disease control, disinfection-versussanitization and understanding touch time, chemicals, PPE and much more. Our friends at SCRS utilized my connections to the property restoration space and were able to bring in experts to discuss this pandemic, work processes that need consideration and resources out there to utilize. Some shops even put out videos about their disinfection processes, but many are just bumping along hoping nothing happens to them. Much like we do with other problems in our industry, we just put our heads down. Knowing what’s important in a hurricane can save a life. That’s how I think of the COVID-19 response: What are the factors that affect my business, and how can I implement them with the least amount of business disruption and liability? Everyone is learning as they go, but they still have to be ever vigilant to protect customers and employees along the way. It’s a
WMABA OFFICERS PRESIDENT
VICE PRESIDENT
SECRETARY
IMMEDIATE PAST PRESIDENT
Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155
BOARD OF DIRECTORS
Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Kris Burton (kris@Rosslynautobody.com) 703-820-1800
ADMINISTRATION
Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928 Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200
EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
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steep ask for us to continue to pay attention to vehicle changes and updates through the storm of this craziness. But I also have to ask, what went RIGHT? Who stepped up? What have you learned through the pandemic? Find things that can be positively implemented and use them to pivot your energy and direction. Could it be that there are processes that were changed for the better? Was there employee maneuvering that was neglected before and only addressed when faced with this new urgency? I would hope that there’s a bright side to at least some of the work done to keep a shop open and operating. For WMABA, we pivoted our entire education and meetings from inperson to virtual. We’ve been able to engage with people otherwise not taking initiative or having the previous ability to attend. That, for us, was a good thing. We brought in speakers to talk on topics most relevant to repairers. Members are now able to join us for the “watercooler chat” monthly meetings and share what is happening – both good and bad – in their businesses. Virtual estimating, even if convenient for the customer, has had its ups and downs throughout the year. What was just a part of the insurer process was thrown to the forefront. Adjusters with no relationship to a repair facility are now discussing repairs, procedures, operations, etc., and those relationships are often strained by distance. Customers have contacted us with issues as well when the discussion breaks down to the point they are at an impasse. We've reminded repairers that they aren't responsible for the live video
STAFF
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR GRAPHIC DESIGNER
Thomas Greco thomas@grecopublishing.com
Alicia Figurelli alicia@grecopublishing.com
Joel Gausten joel@grecopublishing.com
Lisa M. Cuthbert lisa@grecopublishing.com
EDITORIAL/CREATIVE COORDINATOR
Alana Bonillo alana@grecopublishing.com
OFFICE MANAGER
Donna Greco donna@grecopublishing.com
PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2020 Thomas Greco Publishing, Inc.
documentation of the loss when the insurer thinks they have no obligation to show up. Yes, visual documentation is crucial for the repairer, but not to assist an adjuster who then turns around and denies all operations or even calls the customer to tell them there cannot be an agreement when negotiation didn’t take place and they should now take their vehicle elsewhere. This is a breakdown in the purpose of “helping.” Just know this for going forward. When disaster strikes, the association is here. We have seen a rise in new members but have also lost several through hardship. It’s been stressful for all to get through this. One thing that we can keep in mind is we are better together. If we can vocalize our problems or victories, we can learn from each other. It can be a rising of the tide lifting all boats, as they say. If you find yourself frustrated, excited, questioning, learning or yearning, then let us hear all about it. Let’s find the greatness that a year can have regardless of the hurdles we’ve faced!
H&D Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
JO I N ! TODAY December 2020
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THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW.
For Original BMW Parts, contact one of these authorized BMW centers: 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com
6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com
©2020 BMW of North America, LLC. The BMW name, model names and logo are registered trademarks.
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December 2020
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LOCAL
Tracking industry trends.
NEWS Urges Shops to Take Online Labor Rate Survey This has been a year of great uncertainty, but one critical way that shops in the WMABA region can bring clarity and direction to their businesses is by participating in WMABA’s 2020-2021 Labor Rate Survey. Now live and available at wmaba.com/labor-rate-survey, the Survey collects data from respondents on everything from door rates to the number of technicians they employ to their facilities’ square footage and more. This real-world information is critical to WMABA, as tracking these practices and procedures helps the association better serve its members and the industry overall. “We initially paused the Survey earlier this year in response to the demands placed on shops when the COVID-19 pandemic began,” explains WMABA Executive Director Jordan Hendler. “Although the industry is still dealing with our ‘new normal,’ we felt it was extremely important to carry on with the Survey at this time to gather facts that will help us determine the realities in the current marketplace and better serve our membership in the Legislature and in our dealings with regional regulatory entities.” The Survey collects data from collision repair shops in nine regions: Baltimore, Annapolis, Hagerstown, Washington DC, Virginia Beach, Charlottesville, Richmond, Roanoke and West Virginia. Results will be featured in a subsequent issue of Hammer & Dolly. Active participation in the latest Labor Rate Survey gives WMABA the ability to see what changes and trends may have occurred since data was last collected three years ago and what, if anything, may have changed significantly for shops in the various regions since the
Survey was first introduced in 2012. Not surprisingly, conducting the Survey over so many years has resulted in intriguing figures. For example, Baltimore shops reported a ratio of two to three for office staff to technicians in 2017 as opposed to five to eight in 2016. Perhaps the most critical element of consistently doing a Labor Rate Survey is how it clearly reflects trends – particularly those on a downward slide – in industry practices. For example, the Survey results published in 2017 noted considerable changes to the insurance industry’s impact on the auto body community. In just one year, the number of respondents who reported that an insurer required them to order parts from a particular vendor or online procurement system dropped by 11 percent. The most recent Survey published in 2018 revealed that nearly 97 percent of respondents had been informed, “We can’t pay for that, because it is against insurance company policy,” even when the shops knew the procedure to be reasonable and necessary. All respondents that year reported that inadequate or poorly written estimates by insurance company representatives delayed the repair process and cost their shops time and money while they rectified mistakes. The WMABA 2020-2021 Labor Rate Survey takes only a few minutes to complete online. WMABA encourages shops to participate at wmaba.com/labor-rate-survey. For more information, please contact Jordan Hendler at (804) 789-9649 or jordanhendler@wmaba.com. H&D
Take the WMABA Labor Rate Survey at:
wmaba.com/labor-rate-survey
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December 2020
KEEP IT GENUINE
INSIST ON GENUINE GM PARTS
We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence. Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com
OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com
OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Toll Free: 800-345-4640 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com
JERRY’S CHEVROLET 1940 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9405 Local: 443-219-3339 Fax: 443-403-0803 chevyparts@jerryschevrolet.com www.jerryschevrolet.com
December 2020
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New year, new savings. BY ALANA BONILLO
LOCAL
NEWS
Adds More Offerings and Benefits for
WMABA is ready for 2021! As the new year approaches, the association has been hard at work to secure new and exciting opportunities and benefits for its members. As announced in last month’s Hammer & Dolly, WMABA recently entered into an alliance agreement with the Collision Automotive Repair Services, Inc. (CARS) Cooperative. This partnership means that WMABA members in good standing can now appreciate rebates, discounts and CARS pricing for materials and supplies they may already be using or elect to use. It opens the door to over 50 programs that can bring value to shops at no additional membership cost. Participating vendors include I-CAR, Norton, Carborundum, FindPigtails, Hertz, Axalta Coating Systems and dozens more. The program goes live on January 1.
2021
“We are encouraging everyone to sign up ahead of time so that their benefits will start the first day the program goes live,” explains WMABA Executive Director Jordan Hendler. Members can find information on how to sign up via WMABA’s website at wmaba.com. Although the pandemic put a halt on in-person meetings this year, it has not stopped the WMABA community from getting together by way of the association’s virtual Watercooler chats – an ongoing series of monthly Zoom meetings that has given industry members a chance to interact, catch up and talk shop in the comfort of their offices or homes. WMABA plans to continue these monthly Watercooler chats, which occur on the first Wednesday of the month, for the foreseeable future. Continued on page 25
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December 2020
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Genuine Volkswagen Collision Parts Are a Call or a Click Away. The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them. Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081
Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589
Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264
e-mail: vwwholesale@ourisman.com
www.fitzmall.com
Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com
Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157
e-mail: parts@fitzmall.com www.fitzparts.com
www.laurelvolkswagen.com
“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2020 Volkswagen of America, Inc.
December 2020
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MAINTAIN AN INFINITE INVENTORY OF ORIGINAL MINI PARTS.
At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.
For Original MINI parts, contact any of these authorized MINI dealers. MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586
Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254
MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595
MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493
CROWNMINI.COM
MYMINIANNAPOLIS.COM
MINIOFALEXANDRIA.COM
MINIOFMONTGOMERYCOUNTY.COM
© 2020 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.
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December 2020
Diagnostically speaking, there is no substitute. Porsche technology. Porsche Genuine Service & Parts.
Contact one of these authorized dealers. Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Fax 301-945-4341 bethesda.porschedealer.com
Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com
Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com
© 2020 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
GENUINE NISSAN PARTS
MAKE ALL THE DIFFERENCE.
Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs. So keep it original, and keep it real with Genuine Nissan Parts.
Contact these Nissan dealers for all your parts needs: Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965
Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com
Cowles Nissan of Woodbridge 14777 Jefferson Davis Hwy. Wodbridge, VA 22191 Phone: 703-497-3097 Parts Fax: 703-497-4407 Email: parts@cowlesauto.com
December 2020
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A third-party solution. BY JOEL GAUSTEN
LOCAL
NEWS Appraisal Clause Provisions Aid in Consumer-Insurance Disputes
It is not uncommon for body shop consumers to find themselves in disputes with auto insurance carriers over the costs and procedures involved in a safe and proper repair. Fortunately, many insurance policies contain what is commonly known as the “Appraisal Clause” or the “right to appraisal” – a powerful tool that removes shops and insurers from the argument and places the final word in the hands of an unbiased third party. Generally, the Appraisal Clause works like this: If an insurer and a policyholder disagree on the amount of loss the insurer is willing to pay to settle a claim, either side can demand an appraisal of the loss. Each party selects a competent and impartial appraiser and an umpire. The umpire reviews the actual case value and amount of loss submitted by the parties and reaches a binding decision on the amount of loss. Robert L. McDorman, general manager of Southlake, Texas-based Auto Claim Specialists, a national public insurance adjuster agency licensed in more than two dozen states including those in the WMABA region, notes that the Appraisal Clause has been critical in resolving numerous disputes across the country. “The spirit of the Appraisal Clause is to resolve loss disputes fairly and to do so in a timely and cost-effective manner. The invoking of the Appraisal Clause removes inexperienced and biased carrier appraisers and claim handlers from the process, undermining their management’s many tricks to undervalue the loss settlement and under-indemnify the insured. Through the Appraisal Clause, loss disputes can be resolved relatively quickly, economically, equitably and amicably by unbiased, experienced and independent third-party appraisers as opposed to more costly and time-consuming methods, such as mediation, arbitration and litigation.” The effectiveness of the Appraisal Clause was recently challenged – and reiterated – in Virginia. As revealed in an October 2 story by Repairer Driven News (repairerdrivennews.com), State Farm recently attempted to argue in response to a complaint made against it at the Virginia Bureau of Insurance (VBI) that the Appraisal Clause was only in place to settle disputes involving total losses. However, a letter to the complainant by VBI property and casualty division consumer services section manager Marc McLaughlin stated that this was not the case: State Farm has taken the position that the policy’s ‘Appraisal’ clause does not apply to ‘repair’ claims, only to total loss claims […] the Bureau disagrees with State Farm’s position. Specifically, the Bureau believes that the ‘Appraisal’ clause applies to both repair claims and total loss claims.
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Additionally, WMABA recently contacted VBI based on auto industry feedback the association had received in regard to Appraisal Clause language possibly being removed in Virginia and several states. In an email response, VBI Deputy Commissioner Rebecca Nichols stated that she was “not aware of a ‘petition’ or any other effort to modify or delete the appraisal condition in Virginia.” Personal auto standard forms are available on the VBI’s website at scc.virginia.gov/pages/Personal-Commercial-Auto-Forms. Information on how to file a complaint – a process open to body shops on the consumers’ behalf – is available at scc.virginia.gov and in the February 2020 issue of Hammer & Dolly (available at grecopublishing.com). In West Virginia, it is optional for insurers to include appraisal provisions in auto insurance policies. Arbitration provisions are also optional. If the insurer chooses to include an arbitration provision, that company and its insured would have 20 days to select “a competent and disinterested appraiser” and notify the other party of its selection. The appraisers then have 15 days to agree on the umpire used. If an agreement can’t be reached by that time, either side can request that an umpire be selected by a judge of a court of record in the state in which the property covered is located. The appraisers then appraise the loss, separately stating the actual cash value and loss to each item. If they fail to agree, these differences are submitted to the umpire. Each appraiser is paid by the party selecting them, with the costs of the appraisal and umpire paid equally by both parties. Hammer & Dolly reached out to the Maryland Insurance Administration (MIA) for similar clarity into the Appraisal Clause issue. “There is no mandate in Maryland for a policy to include an appraisal provision,” explained MIA Public Information Officer Joe Sviatko. “That said, most private passenger automobile policies do include an Appraisal Clause for first-party physical damage claims.” Complaints may be filed with the MIA on its website, insurance.maryland.gov/Consumer/pages/FileAComplaint.aspx, or by mail. “The MIA does review complaint correspondence received from body shops,” Sviatko confirmed. “However, the body shop is not a party to the insurance contract, and the shop may lack standing to proceed with a hearing concerning a complaint determination.” Hammer & Dolly has requested that MIA provide us with the Appraisal Clause provisions of the top 10 auto insurers in the state. An update on these efforts will be featured in next month’s issue. H&D
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December 2020
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Online training and discussions. BY JOEL GAUSTEN
RECAP TECHNOLOGY, LIABILITY AND MORE: Highlights from SCRS’ Repairer Driven Education Despite the pandemic preventing the live SEMA Show from taking place this year in Las Vegas, the Society of Collision Repair Specialists (SCRS) has succeeded in delivering the 2020 installment of its popular Repairer Driven Education (RDE) series thanks to a partnership with SEMA360, the online portal created to accommodate SEMA attendees’ desire to experience the legendary event through a virtual format. During the first week of November, SCRS premiered 18 online RDE video courses (plus the multi-part 2020 SCRS OEM Collision Repair Technology Summit; see page 23) that are available now through August 2021. Whether purchased individually or as a complete bundle through the Full Series Pass, each must-see RDE presentation showcases “dynamic information” (in the words of industry consultant and WMABA/RDE mainstay Mike Anderson of Collision Advice) that shops of any size can utilize to further their businesses. One of RDE’s many highlights, “Estimating Resources for Collision Repairers: Integrating the BOT and DEG into Your Repair Plan Process,” demonstrates how the SCRS-co-funded Database Enhancement Gateway (DEG) continues to provide a valuable free service to the industry by working directly with Information Providers in addressing issues found in their estimating products. As of early November, the free online service had received just under 20,000 Database Inquiries from end-users since its launch more than a decade ago. In addition to panelist and WMABA Past President/Past SCRS Chairman Barry Dorn sharing an incredible story of using the DEG to help increase a Lexus repair at his facility by 60 hours, DEG Administrator Danny Gredinberg stresses that even something as seemingly minor as a discrepancy with a $1.50 clip is worthy of a Database Inquiry.
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December 2020
“We’ve all come across that one clip that’s held up that one car on the day of delivery back to the vehicle owner because we didn’t identify that clip in the system or it didn’t have a note in there that it’s a one-time-use part. If we have that information in there from the get-go, we can make a correct labor assessment or repair plan reflecting that part needed, and we’re not struggling to get that $1.50 clip [that’s not in stock] on the very last day.” During his RDE presentation, “Overcoming Insurer Objections to Payment for Needed Repair Procedures,” SCRS Treasurer Tim Ronak (AkzoNobel) brings clarity to shop/insurer relationships by providing an overview of what carriers are required to do to settle a claim as per the policies they issue to consumers. He explains that insurance policies state that an insurer will fully indemnify an insured for a covered and demonstrated loss, adding that the original insurance estimate is not a legitimate tool in accomplishing this goal. “The insurer estimate is strictly an internal document for the insurance company. It’s intended solely for them to substantiate an internal estimated cost of loss calculation – to justify the check they write. That insurance document is strictly for their use only; it has no place outside of their internal documentation for their repair. It’s interesting to point out that, in many cases, this appears to be the starting point for some repairers. Frankly, the procedures that an insurer might assert are irrelevant, as the insurer is not liable for any repairs and does not perform [them].” Liability is a major topic during “Scanning and Diagnostics: Get Educated and be Prepared in Order to Get Paid,” which sees Eric Newell and Aaron Clark (both with AirPro Diagnostics) engage in a frank Continued on page 25
December 2020
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December 2020
New vehicles, new vision. BY ALANA BONILLO
RECAP OEMS READY COLLISION REPAIRERS FOR VEHICLE ELECTRIFICATION The format may look different this year by way of its virtual delivery, but there is absolutely no difference in the amount of mindblowing information shared by vehicle manufacturers during SCRS’ annual OEM Collision Repair Technology Summit, a staple of its Repairer Driven Education (RDE) series held this year in conjunction with SEMA360. “The future of collision repair is highly skilled professionals working on highly sophisticated automobiles, and we hope this information will help you to meet the expectations,” states SCRS Executive Director Aaron Schulenburg in the introductory video of the multi-part Summit now available at rde.scrs.com. Moderated by General Motors Collision Manager John Eck, the manufacturer panelists in the first session stress their commitment to improve the safety of the driving experience by way of “zero, zero, zero”- zero emissions, zero congestion and zero collisions. “We see a future where our loved ones come home safely every day,” states Jennifer Goforth, GM’s director of global aftersales mechanical engineering (GAME). “Crashes kill more than 1.35 million people worldwide every year, according to the World Health Organization. Autonomous driving can significantly reduce and possibly eliminate crashes, according to the Highway Traffic Administration.” Although a zero-crash initiative may sound like a concern for repairers, Eck stresses that the need for repairs will always remain but the landscape of what it looks like will change. Also, with 173 million vehicles on the road, a transition period clearly lies ahead. In relation to the rollout of more vehicles powered by electronic batteries, representatives from Ducker – Scott Ulnick (managing principal) and Abey Abraham (managing director of automotive and materials) – address how the use of materials like aluminum is expected to change based on their research findings. Aluminum is here to stay, and it’s predicted that aluminum castings will grow from 299 pounds per vehicle to 316 pounds by 2026. Mixed-material vehicles are
also expected to trend upward. Devin Wilcox, collision certification manager at Subaru, details the automaker’s extensive inspection process that defines its commitment to meeting its customers’ highest priority – safety. In addition to promoting pre- and post-repair scanning, Subaru recommends scanning be done during various stages of the repair process in order to ensure that nothing is missed along the way and that human error didn’t affect the process. “A cable may not be plugged in right; maybe paint got in or a wire crimped,” Wilcox observes. “During stages of the repair, we want to make sure [vehicles] are scanned throughout […] It’s very important your technicians are going through these procedures top to bottom and validating each step along the way.” Ford’s newest offerings prove that the manufacturer never rests. Along with Rob Lien (service publications and training commodity lead), Gerry Bonnani (senior engineer, paint and body repair) shows the virtual audience the amazing advances of the 2021 F-150 and Mustang Mach-E. Audi sets out to educate the world on how the future of the electronic car looks from its perspective with the Audi e-tron, which is expected to debut in 2021. Mark Allen, Audi’s manager of collision, equipment and EV aftersales service, speaks extensively about the development of this electronic car technology and what lies ahead.
Ford’s newest offerings prove that the manufacturer never rests.
Continued on page 33
December 2020
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December 2020
LOCAL
RECAP
Continued from page 20
NEWS
discussion on how neglecting to perform proper procedures (including appropriate scanning) could land a repair facility in considerable legal trouble. “OEM procedures are very specific procedures that must be followed to ensure safety,â€? comments Newell. “Alternative ‘industry standards’ are not tested or validated by any OEMs; there’s no guarantee that that car’s going to operate as designed by the manufacturer in a subsequent wreck.â€? A former shop owner, Clark cautions viewers not to pass on performing certain procedures because the insurer refuses to pay for them, as such an argument will not shift responsibility away from a shop in court. “You cannot use the excuse, ‘Well, they don’t pay for that.’ How much you get paid for something has nothing to do with how. Shops need to separate how from how much, and [they] will be better off.â€? Of course, even the most responsible and professional repair facilities can fail in the marketplace unless they take a close look at their marketing. During “Leveraging Your OEM Certifications,â€? Anderson uses co-presenter Dave Gruskos’ regular advertisements for his company, Reliable Automotive Equipment, in Hammer & Dolly as an example of the power of marketing. Gruskos stresses that the advantages of advertising and attending SEMA and the NORTHEASTÂŽ Automotive Services Show far outweigh the financial commitment. “Who wants to throw their money into marketing? In a lot of cases, you don’t even have a measurable return [‌] But you have to market yourself. Nobody’s going to do it for you; nobody’s going to automatically come to your door.â€? SCRS’ complete RDE series is available now through August, 31 2021 at rde.scrs.com. H&D
Continued from page 12
“We think it’s been a great way for members to connect with each other and the association and to share what’s going on in their businesses – education, employee issues, COVID-19 responses, insurer relations and much more.� Members have been able to share and compare experiences in many areas, including their interactions with rental car companies and problems with unrealistic expectations when photo estimating is involved. There was a worthwhile discussion among Virginia shop owners regarding the clarification of photo estimating exclusions and the requirements for in-person inspections. Members also took the time to recap WMABA’s ongoing Collision Professional Repairer Education Program (Collision P.R.E.P.) discussions in recent months, including the presentation on the use of vehicle owner’s manuals in the repair process led by Mike Anderson (Collision Advice) and Danny Gredinberg (Database Enhancement Gateway). “The Watercooler chats have been a great way to share what’s happening with WMABA and our members,� adds Hendler. “It’s an open forum where we can just let the discussion lead itself; we don’t have to have a pre-set agenda. Anyone can bring anything they want to the Zoom call.� For more information on WMABA and its programs and benefits, visit wmaba.com. H&D
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WMABA THANKS
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NATIONAL
Keeping information secure.
NEWS CIC Adopts Data Access “Golden Rules” in Landslide Vote
During the virtual Collision Industry Conference (CIC) held early last month, 84 percent of the CIC body voted to adopt the Vehicle Data Access, Privacy & Security Committee’s long-discussed “Collision Industry Data Protection and Sharing ‘Golden Rules’” as an official CIC work product. Prior to the vote, CIC panelist Pete Tagliapietra (NuGen IT) noted weaknesses in the industry’s current ability to safely transfer data in a way that adequately shields consumers and end-users. “I don’t think the industry is doing enough to protect personal information from going out and being misappropriated. I would hope to believe that every Information Provider out there subscribes to the ‘Golden Rules.’ If they don’t, I’d like to understand why. “If somebody doesn’t subscribe to the ‘Golden Rules,’ what’s the motivation?” he added. “I personally think a lot of it has to do with revenue generation [and] knowing that there’s value to that data. When it’s getting resold, it adds to the revenue stream for the company. Beyond
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December 2020
that, it’s not a technology limitation with what we have as far as software tools to work with today, so it really becomes a business decision.” Aaron Schulenburg, executive director for the Society of Collision Repair Specialists (SCRS), stressed that the adoption of the “Golden Rules” will provide meaningful direction and clarity to the industry atlarge. “I think the ‘Golden Rules’ represent a best practice based on common sense expectations of an end-user […] This is what end-users are looking for in today’s environment; they’re looking to be able to count on their vendor partners and the software they work with and have an understanding of what data is being accessed and how it is used. They want to be able to have a choice to use products without having to compromise their sense of due diligence with their consumers’ information.” The “Golden Rules” are as follows (with minor edits): 1. Only use end-users’ data for the service(s) they intended for it to be used; never collect or use their data against them or for business purposes other than those expressly intended and permitted. 2. Always provide the end-user clarity, transparency and continuing education on the data you collect and the business purposes for which it is being used. 3. Never misappropriate end-users’ data or knowingly allow any third parties to covertly, dishonestly or unfairly access or take data generated by the end-user for their own use. 4. Give end-users the choice to determine what data is and isn’t shared and the opportunity to opt-out of data collection outside of the primary intended purpose. 5. Provide end-users with a clearly published, straightforward process to inquire about data that has been acquired from their business and the immediate chain of custody that data has encountered.
New I-CAR ADAS Role Nick Notte – I-CAR’s senior vice president of sales and marketing – announced at CIC that I-CAR is currently developing a key ADAS role for collision repair in its Professional Development Program (PDP) and encouraged industry stakeholders (including OEMs and suppliers) to collaborate with his organization in the endeavor. Notte called the new role “an important cornerstone in I-CAR’s Professional Development Program,” adding that I-CAR anticipates that it will be required for Gold Class status. “ADAS is a competence and liability game-changer,” he remarked. “We believe that ADAS is as important as proper welding to ensure a complete, safe and quality repair.” I-CAR’s current ADAS resource page is available at info.icar.com/adas. At press time, the next CIC was scheduled to be an in-person event January 20-21 at the Hilton Tapatio Cliffs Resort in Phoenix, AZ. More information is available at ciclink.com. H&D
December 2020
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COVER STORY
Knowing the Unknown: The Truth about Diagnostics and Calibrations October 22 was one of the most eye-opening days to hit the WMABA community this year. During the Collision Professional Repairer Education Program (Collision P.R.E.P.) course “Vehicle Diagnostics & Calibrations: Know What You Know…But More Importantly, What You Don’t Know,” Chuck Olsen and Josh McFarlin of AirPro Diagnostics offered extensive technical information – as well as sobering statistics – on what modern vehicles demand in terms of technical know-how and the industry’s readiness to meet these requirements. The Zoom discussion, held in conjunction with the Alliance of Automotive Service Providers of New Jersey’s (AASP/NJ) NORTHEAST® Automotive Services Show, pushed the much-needed message that over 20 percent of vehicles involved in collisions now require some form of calibration. As McFarlin observed, “Newer-model vehicles have more ADAS [and] an increasing need for calibration. We can see that growing year over year; I don’t think that’s going to surprise anybody.” Although diagnostics and calibrations have quickly become valid and much-needed steps in the repair process, the presentation made it clear that the industry has been slow to embrace this reality. According to data provided by McFarlin, less than three percent of vehicles repaired during the fourth quarter of 2018 were calibrated. That figure more than doubled to seven percent for newer vehicles during the fourth quarter of 2019, but the need for increased engagement in these operations is obvious. Glass calibrations are currently performed on nine percent of all claims including calibration despite the fact that 20 percent of all claims require them (with that number increasing year over year). Additionally, a 2019 report revealed that roughly 45 percent of vehicle repair claims listed scanning on the estimate, while position statements alone indicated that over 85 percent of
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vehicles should have received some form of diagnostics at the shop. “We’re not quite hitting the mark here,” McFarlin said, adding, “What happened to the other 40 percent of vehicles? That’s an awful lot of vehicles that all the information indicates should have had additional diagnostics, calibrations, pre-and post-[repair] scans, etc., and yet they don’t appear on the invoice […] Most of the individuals I interact with aren’t looking to do work for free. So, if it’s not on the invoice, I suspect it’s not getting done.” Heavy reliance on warning lights is another growing concern, as diagnostic trouble codes (DTC) can be found for items not illuminated on a vehicle’s dashboard. “We don’t know what repairs Although diagnostics and services are needed just by and calibrations have having a list of faults, but we also don’t know what faults are present quickly become valid just by looking at the instrument and much-needed steps panel and checking to see if there in the repair process, are any lights on,” McFarlin stated. the presentation made it Olsen stressed that only a truly clear that the industry educated technician can maneuver through such intricacies. has been slow to “A top-of-the-line tool in the embrace this reality. hands of someone who is not skilled or familiar with a certain manufacturer is much riskier than an experienced technician with a lowerlevel tool. Having the right tool by itself is not the answer.” WMABA Executive Director Jordan Hendler shared feedback from members that some insurers balk at shops performing pre-scans on vehicles when no lights are illuminated on the dashboard.
Meeting industry demands.
“To me, it’s just an understanding, but I recognize that an understanding doesn’t help when you’re standing there debating this with the payer about whether or not it’s going to be covered, included, etc.,” responded McFarlin, who added that he will make Hendler’s comments an “action item” to determine the resources and Josh McFarlin documentation available to back up the need for a pre-scan in these instances. Olsen observed that relieving DTCs through basic scans will do very little to address issues that could be found through a deeper process. “The technician must be capable of interpreting those codes and applying a strategy for diagnostics and repair. Clearing trouble codes doesn’t fix anything; it just resets the system. If there’s a fault still there, you’re going to get it again.” With so many variables existing in the world of diagnostics and calibrations, technicians must perform adequate research and explore service information to gain as much information as possible, especially in situations where the vehicle is severely damaged. “If the vehicle is in a condition that it can’t be operated, you may not be able to get completely accurate scan results,” Olsen advised. “In that case, you’re going to be referencing the service information of the things that may be related to what you can actually see and what’s wrong with the vehicle. You do want to get as much information from a vehicle as you can from the scan tool, whether it be data or diagnostic trouble codes, and then also review the service information of what you see there so that your blueprint is going to be much more accurate.” The proper use of terminology is also key, as McFarlin warned that “scanning” has become a catch-all term for procedures that don’t properly fit in that category. “We talk about everything related to a scan tool as ‘scanning the vehicle.’ In reality, scanning the vehicle is the reading and potential clearing of codes; that’s the scan portion. The rest of what we’re talking about are service procedures, diagnostic procedures, etc. that should not be lumped together as ‘scanning the vehicle with a scan tool,’ because you’re talking about processes that are much more involved and require additional effort. If I were to quote the DEG [Database Enhancement Gateway], it’s not included; they should not be included operations under this heading of ‘scanning the vehicle’ […] We need to start really addressing that there’s more to it than that.” With technological advancements in the automotive industry already at an all-time high, McFarlin cautioned that this trend – and the demands they place on technicians – will very likely continue. “The car manufacturers want to keep building cars. If they keep building the exact same car and they don’t add any new features and capabilities, people aren’t necessarily going to want to keep buying them.” “Automotive is getting more and more high-tech,” Olsen added. “We’re going to need more people in the industry who are willing to tackle these things so that we can meet the needs of consumers and keep our families safe.” As the industry has learned in recent years, a poor or incomplete repair can also lead to a response from the legal system. Olsen noted that more and more attorneys are focusing on the collision repair industry and utilizing CARFAX and other reporting channels to gain insight into what was or wasn’t done during a repair. “It’s important that we do things [and] document things to keep ourselves not only protected from a legal standpoint but also to make sure
the vehicles are safe for ourselves, our families, our loved ones and anybody else who’s on the road.” A recording of “Vehicle Diagnostics & Calibrations: Know What You Know…But More Importantly, What You Don’t Know” is available On-Demand from the WMABA website at wmaba.com/collisionprep and available to attendees and WMABA members at no additional cost. H&D
BY JOEL GAUSTEN
Chuck Olsen
Executive Director’s Thoughts The importance of diagnostics, scanning and calibrations should be priority one when a vehicle comes in for repair – no different than if we’re concerned for structural issues. These components control crash avoidance and response, and the safety of the people operating that vehicle post-repair is of utmost concern. My experience talking to many repairers is that the insurer reduction in reimbursement – or flat-out denial – is being deemed a “pass” to not fully complete the operations. Make no mistake – the repairer, not the insurer, is responsible for lane departure, airbag timing and front impact warning systems working just as they did prior to the accident.
— Jordan Hendler
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RECAP
Continued from page 23
Going over the layout of the e-tron GT, he uses imagery to show where the battery lies and how the structural design protects it in a crash. He also discusses how special training and equipment – even specialized PPE – are needed when dealing with high voltage electricity. “You need to know about de-energizing a car in a collision repair scenario; you need to go to the OE repair procedures. I’ll say it again, you need to go to the repair procedures to see what it says and what is acceptable.” SCRS’ OEM Technology Summit and other RDE classes can be viewed at rde.scrs.com until August 31, 2021. H&D
Executive Director’s Thoughts SCRS’ RDE series is bar none the best offering in the industry. That these courses are available through summer gives you no reason not to take advantage of the opportunity to view these sessions from your own office – and with everyone in the building, if you can. Post-pandemic life may not offer this again, so I highly recommend you get these sessions and watch them all. You will not be disappointed at the breadth of information contained in each one! — Jordan Hendler
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