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This article originally appeared in the July 2001 Issue of INSIGHT
©2001 Collision Repair Industry INSIGHT All Rights Reserved

Articles

Justice Department Probes Price-Fixing Claims vs Paint Giants

Progressive Announces Pilot Concierge Program

DuPont to Combine DuPont, Standox, and Spies Hecker VAPs in DPC Solutions Package

Allstate to Sell European auto Insurance Operations

Ensera, Inc. Announces Purchase of Assets from AutocheX

Insurance Companies File $36 Million RICO Lawsuit to Combat No-Fault Fraud Ring

CCC Sells Claims Services to Fleming & Hall Administrators, Inc.

4000 Students Compete in National SkillsUSA Championships

Bell & Howell Improves Parts Publishing Process with Change Only for GM Dealers

INDUSTRY UPDATE

Justice Department Probes Price-Fixing Claims vs Paint Giants

 

The five companies that sell most of the paint purchased by American autobody shops are being investigated by the U.S. Justice Department for price-fixing.

PPG, BASF, DuPont, Sherwin Williams and Akzo Nobel - the five giants of the world-wide paint industry - are the targets of the probe, the existence of which was recently confirmed by the Justice Department. While a Justice Department spokesperson declined to identify the specific subjects of the investigation, the five companies have each confirmed their involvement in the inquiry. All of the firms summarily denied any wrongdoing.

John Ruch, a spokesman of PPG in Pittspurgh, said he is confident his company acted lawfully.

“The antitrust division has initiated a grand jury investigation to determine whether there has been unlawful conduct affecting the sale of automotive-refinishing products in the U.S. during the last five years,” he said. “PPG representatives met with Justidce officials and assured them of our full cooperation.

“We also undertook our own investigation and have seen nothing that would indicate that any PPG people conducted themselves in an unlawful manner.”

Akzo Nobel, the world leader in the sector with eight-percent of total world coating sales, finally acknowledged the probe in June after repeatedly declining to give such confirmation. This confirmation comes after a February acknowledgement by the company that it had taken a provision of $126.9 million after tax in 2000, specifically for the purpose of covering costs related to antitrust probes in the United States, Canada and the European Union.

Since 1997, the Justice Department has brought in more than $1.7 billion in fines as part of a stepped-up effort to curb anticompetitive practices. In fact, BASF and Akzo Nobel have both been involved in past price-fixing cases brought by the Justice Department. In fact, BASF paid the second-largest fine ever imposed by Justice’s antitrust unit in 1999, when the company admitted fixing the prices of vitamins. A fine of $225 million was imposed, and three former executives were imprisoned.

As if to add insult to injury, a California autobody shop filed suit in a New Jersey federal court at the end of June, claiming the five paint giants have engaged in price-fixing.

The suit, which alleges that repair shops paid “artificially inflated prices” for refinishing products, seeks money damages and an injuction barring future collusion. The suit also seeks class-action status to include other autobody shops affected by the alleged collusion.

Clearly sounding like a sector under seige, Akzo Nobel chairman Cees van Lede recently told a trade group that sales growth in mature coatings markets has been very low, paralleling the GDP growth. He said that it is possible that such market conditions could lead to further consolidation within the industry.

Such talk cannot be music to the ears of Justice Department officials, who already see an industry dominated by merely five companies.

Whatever the outcome, the stakes are high for all of the parties involved.

At BASF, autopaint sales account for about a quarter of covering sales, while auto paint represents about 12 percent of Akzo Nobel’s paint sales. At Sherwin Williams alone, auto paint sales totaled $493 million last year, or 9 percent of the company’s $5.21 billion in total sales.

Richard Haber, a Cleveland attorney with experience in antitrust litigation, said that such investigations involving corporate giants are typically slow-moving and difficult.

“This is not a situation that will resolve itself within the next month or the next year, or maybe even the next few years,” he said. “These are long, arduous probes involving huge corporations that are represented by the world’s best lawyers. In essence, the parties are settling in for a dogfight.

“It will be interesting to see if Justice can turn up any solid proof of anticompetitive practices,” he continued, “because until that happens all this is just talk.”

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Progressive Announces Pilot Concierge Program

 

Progressive Insurance of Mayfield Village, Ohio has announced a new program that steps up insurers attempts to provide their customers with “one-stop” collision repair service.

Concierge, the pilot program currently being tested in Bedford, Ohio, Orlando, Florida, Philadelphia, Pennsylvania and Richmond, Virginia, claims to perform all of the services that one might find from, well…a concierge. A vehicle owner, if agreeing to the optional program, begins and ends the repair experience at a Progressive office. The customer has no contact with the repair facility selected by Progressive.

Under the program, the consumer brings the damaged vehicle in to the insurance office, where he receives a written estimate, and ultimately leaves in a rental car. Then the insurance company proceeds to oversee the entire repair process, including acquiring an estimate, transfering the car to a repair shop, managing the repair work, and ultimately returning an inspected car to the consumer.

While Progressive claims to have found customers enjoy the added convenience, it has yet to be determined whether they will ultimately appreciate the lack of choice and involvement in the overall process. In addition, there are a host of issues involving shops, and their role in the overall process and in customer relations. Will jobs be assigned fairly? Will shops lose customer word-of-mouth referrals?

No one knows for now, but Progressive has fired a loud shot in the insurance industry’s attempt to leap into the collision repair process.

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DuPont to Combine DuPont, Standox, and Spies Hecker VAPs in DPC Solutions Package

 

DuPont Performance Coatings (DPC), made up of DuPont Finishes, Standox and Spies Hecker product brands, will combine its business and services offerings in a new comprehensive package - DPC Solutions. The goal of DPC Solutions is to combine the knowledge intensity of DuPont and the best practices from the collision industry to enable the network of DPC collision repair facilities to be more successful.

According to DuPont, DPC Solutions clearly focuses on three fundamental areas of business performance - people, process and environment. Tools and support for these areas will be offered in five modules:

  1. Business Improvement
  2. Management Training and Skills Development
  3. Safety and Environmental Management
  4. Marketing
  5. Information, Support and Services

"Collision repair facilities in North America continue to face challenging times," says Fred Wissemann, DPC collision segment manager. "There is over-capacity in the industry and shops face cost pressures from every angle. As a result of the leadership position of DuPont in a number of businesses, we have tremendous resources and tools that can help our customers overcome these challenges."

The DPC Solutions offering is currently in beta test with a number of collision repair facilities on the East Coast, and will be launched throughout North America in the third quarter of 2001. One of the cornerstones of the offering will be access to industry experts at the DPC Solutions group call center via both toll free phone and the Internet.

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The Allstate Corporation has entered into an agreement to sell its direct auto insurance businesses in Germany and Italy to Direct Line, the London-based insurance subsidiary of The Royal Bank of Scotland. The Allstate businesses operate out of Berlin and Milan.

"Our decision to sell these companies is based on our desire to focus our efforts on the businesses we operate in North America, where we have scale. While we believe these overseas markets represent significant business opportunities, Allstate's best opportunities in the immediate term are closer to home," said Chairman, President, and CEO, Edward M. Liddy. "The transaction represents a good opportunity for both parties. Allstate can sharpen its focus in North America and Direct Line gets a jump start with its expansion plans."

"We are extremely proud of our employees in these two countries and with the success they had in launching the operations. However, these companies are now at a stage of growth where they need a significant investment of capital and management resources to capitalize on the opportunities in Germany and Italy. In the short to medium term, we believe that greater potential for Allstate exists in North America, with the expansion of our property and casualty business into new distribution channels, and the wider range of financial products and services that we are now offering. This is where we intend to focus our efforts.

"Since November 1999, we have launched The Good Hands(SM) Network, instituted significant cost reduction measures, begun rolling out our strategic risk management initiative across the United States, deployed new desktop technology to some 20,000 workstations, and restructured our agency force. In short, we have mapped out a new customer-focused direction for Allstate, and are delivering on that direction."

The sale is expected to close in the third quarter pending regulatory approval. Details of the transaction were not disclosed.

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Ensera Inc., the Redwood Shores-based technology company, has announced the acquisition of AutocheX. The acquisition closed on May 31.

Founded in 1989, AutocheX is a national customer satisfaction and indexing firm, which specializes in post-claim vehicle owner feedback and reporting. As an automotive claims industry's consumer satisfaction research provider, AutocheX processes over 50,000 surveys each month, including customer surveys to gauge satisfaction with repairers and carriers, employee surveys to measure management effectiveness, and market research and customer satisfaction surveys in many other areas. This broad product offering has enabled AutocheX to develop an extensive data warehouse of industry performance that contains information on more than one million vehicle claims.

Ensera will apply its technological and process automation expertise to broaden and strengthen AutocheX's consumer satisfaction indexing (CSI) services. The enhanced products and services will utilize the latest in web-based technology and process automation to continue to provide neutral and objective reporting on all aspects of the automotive claim and repair process. Ensera's ultimate goal is to provide the market participants -- repair facilities, insurers, and suppliers -- with a means to improve and promote their customer service levels to their customers and commercial partners.

"We view our combination with Ensera as the optimal way to provide even more value to our clients through the intelligent use of technology," stated Denny Kiyohara, Founder and President of AutocheX. "Leveraging Ensera's technology leadership and innovative claims management solutions will enable us to perform our CSI services more efficiently, flexibly, and seamlessly for all of our clients, regardless of their market, size, or technical capabilities."

"In the near future, Ensera will enable our clients to track their CSI in near real time," explained Tony Aquila, Founder and CEO of Ensera. "Our technology will allow CSI information to be posted almost immediately on a secure website. Clients will then be able to assess their performance and take corrective actions before they have lost a customer. They will be able to monitor, review, and analyze their CSI data in ways that are not possible now," added Mr. Aquila.

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Allstate, Progressive and Encompass insurance companies have filed a civil lawsuit in Southern District Court, New York County, against a multi-million dollar fraud enterprise operating in the Bronx, Queens and Long Island. The companies are seeking $36 million in damages from 26 defendants, among them doctors, dentists and an acupuncturist.

"This case clearly illustrates the need for legislative reform of New York's no-fault insurance system," said Edward J. Moran, assistant vice president for Allstate's Special Investigation Unit.

The ringleaders named in the suit allegedly organized a massive scheme with the intent of bilking the no-fault insurance system, insurance companies doing business in the state and consumers who ultimately pay the price of auto insurance fraud.

"Unfortunately this is just one particularly outrageous example of how New York's no-fault insurance system, as it stands today, can be manipulated for the benefit of insurance cheats, with the costs paid by the honest consumer," said Moran.

Allstate, Progressive and Encompass allege that over a four-year period, the ringleaders set up an extensive network of phony medical corporations to fraudulently bill the insurers for tens of millions of dollars in no-fault claims. In order to establish the facilities, the defendants paid to use the names and professional credentials of medical providers to skirt laws requiring medical facilities to be owned and operated by licensed professionals.

"The no-fault system has few safeguards against these bill processing centers disguised as health care facilities," said Moran. "This one fraud ring, and we believe there are hundreds operating in New York, netted at least $12 million for the perpetrators. Unfortunately this organized criminal activity is just the tip of an iceberg of fraud and abuse that is driving up the cost of insurance for all consumers, and is a threat to the safety of the driving public. We need changes to the front-end of the no-fault system to prevent fraud and abuse in the first place, or it will be impossible to get our arms around the entire problem."

The alleged hub of the operation was the Bronx-based Fordham Medical Pain and Treatment, P.C., later known as Plaza Medical & Pain Treatment P.C., which fronted as a multi-care medical clinic. To generate a steady stream of patients to Fordham/Plaza, the ring employed several "runners" responsible for staging accidents, recruiting accomplices to act as injured parties in the accidents and for steering the patients to Fordham/Plaza. Runners received payment based on the number of "victims" they fed to the clinic.

The complaint alleges that routinely, many of the persons treated were paid fees with the additional prospect of a monetary settlement from their personal injury claim pursued by their attorneys, who they were referred to by Fordham/Plaza.

"The complaint alleges that paying for staged accidents is the primary source of Fordham/Plaza's business," said Vince Coyne, Progressive Insurance Company special investigations manager. "Runners can operate today without fear of criminal penalties and without much risk. We support current legislative efforts to make 'running' a felony offense."

The fraud ring is organized around the illegally incorporated clinics, the "doc-in-a-box" operations, allegedly established by the ringleaders who purchased the names and licenses of medical doctors to serve as front persons of the PCs, while lay persons were given the actual control over the practice of medicine.

The insurers allege that a typical scam started with the initial visit to the Fordham/Plaza clinic by the uninjured, staged-accident participants, where they would undergo a series of extensive and exotic medically unnecessary diagnostic tests. The tests led to a "template" diagnosis, or false or forged medical reports, ordering the claimant to receive multiple treatments including acupuncture, physical therapy and chiropractic services, racking up thousands in bogus billing.

To increase the moneymaking capacity of the enterprise, the insurers allege the ringleaders illegally incorporated and operated a number of specialty provider facilities, mostly specializing in acupuncture services, to service patients referred to them by Fordham/Plaza. Through this practice, the defendants were able to exponentially increase the number of bills submitted to the insurers for each claimant.

"Systemic changes need to be made to the no-fault system," Progressive's Coyne said. "This includes reasonable requirements for notification of treatment, more time for insurance companies to investigate suspicious claims and guidelines for the treatment of soft-tissue injuries, the source of the majority of no-fault fraud."

The 24-count complaint seeks relief under the federal Racketeer-Influenced and Corrupt Organizations Act (RICO) and New York State law. Allstate, Progressive and Encompass are seeking restitution of paid claims, plus treble damages and an injunction to stop the defendants from continuing their operation. The companies are also seeking to block and recoup any paid and pending payments to the defendants.

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CCC Information Services Inc. has announced that its subsidiary CCC Consumer Services, Inc., has agreed to sale terms with Atlanta-based Fleming & Hall Administrators for its Southeast operations. The sale includes Claims Administration services conducted out of the CCC Consumer Services Inc. Florida-based facility.

"We are pleased that our claims outsourcing exit strategy, which was announced in the fourth quarter of last year, is proceeding smoothly and remains on target," stated Githesh Ramamurthy, Chairman and Chief Executive Officer of CCC Information Services Inc.

"Fleming & Hall Administrators, Inc. is pleased to continue relationships with CCC Information Services Inc.'s clients in claims administration services and continue to focus on personal and commercial claims administration," said John Fleming, Vice President of Operations of Fleming & Hall Administrators.

CCC Information Services Inc. announced in the first quarter of 2001 that it would begin exiting its U.S.-based claims outsourcing business in order to better focus on its core technology competencies.

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On June 28, more than 4,000 students competed on the showroom floor of H. Roe Bartle Conference Center in Kansas City, Mo. for the 37th SkillsUSA Championships.

"It is an unbelievable sight to see so many students competing in 72 occupational and leadership skills areas in nine football fields of space," states Tim Lawrence executive director of SkillsUSA which runs the championships.

"For instance, at one end of the contest floor they'll be hammering and sawing a building while at the other end students are tuning automotive, diesel and plane engines. In between, cooks are preparing gourmet meals and baking cakes, teams are programming robots, technicians are designing Web sites and networking computers, nurses are caring for patients, and models are getting their hair and nails done. The service economy, the manufacturing economy, they're both here and healthy," Lawrence further explains. The competing students are easily identifiable by their red jackets--and white work uniforms--standard SkillsUSA attire.

Contestants have developed their occupational and academic skills to their highest levels and they have won local and state contests. This is particularly good news to the nation's employers who are faced with critical work shortages. It is also important to note that, while the nation's supply of skilled workers is shrinking, SkillsUSA participation is growing.

This event is the largest to take place in Kansas City, Mo. and involves some challenging logistics. "It's like a military operation," says Lawrence. The competition floor set-up is staggering and includes more than 700 computers; 70 trucks; 10,000 bricks; 100 stoves; and complete laboratories for machining, welding, auto repair and painting. 1,000 to 1,200 contest judges represent a wide range of industry and labor.

SkillsUSA not only provides students with occupational choices and support, it also has a "Professional Development Program" which guides students through 84 employability skills lessons including goal setting, career planning and community service. Also taught are teambuilding and communication skills, customer service and resource management.

"We want to make sure SkillsUSA students will make the best possible employees and that they're ready to build their careers," states Lawrence. He knows the steps. Lawrence is an alumnus of the program himself who became a welder and then a teacher. He receives numerous calls from employers of SkillsUSA students who are impressed by both the students' attitude toward the workplace and their work ethic. "We impress even the very basics on students, such as the importance of always getting to work on time," Lawrence explains.

With the support of national corporations and industry valued in excess of $20 million, the SkillsUSA Championships is the greatest commitment to corporate volunteerism in a single day event anywhere in America. It is also the largest showcase of public education, career and technical skills in the world. Corporations across the nation will be on hand to support the success of the SkillsUSA programs.

The event is just one method SkillsUSA uses to help set and deliver national standards. Industry is able to influence standards through this event that are then sent back to the classroom.

"This is one of the best mechanisms in the country promoting an interface between business and education to meet industry standards for education and training," Lawrence adds.

In an era when America faces a future of crippling work shortages, SkillsUSA and its enthusiastic corporate partners and students, offer a solid solution. "We may not be able to influence public opinion toward service and manufacturing occupations," Lawrence states in discussing the public perception of the trades, "but we can support the young adults across the nation who are eager to enter the workforce via a skilled trade and they're essential to our nation's success."

SkillsUSA is a national organization serving 250,000 high school and college students and professional members in training programs in technical, skilled, and service occupations, including health occupations. SkillsUSA has nearly 13,000 chapters and 54 state and territorial associations.

For information on your local SkillsUSA-VICA chapter, call the SkillsUSA headquarters at 703-777-8810, or visit the website at SkillsUSA.

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Bell & Howell Publishing Services, a subsidiary of ProQuest Company, has released a significantly enhanced electronic parts catalog (EPC) product that provides General Motors Corp.'s U.S. dealerships with monthly updates on all parts changes.

Bell & Howell is currently the only EPC supplier to adopt the mandatory GM "change only" data publishing process. The "change only" process benefits both GM and its dealers by allowing for even minor changes to be included in regular monthly catalog updates. Previously, catalogs were not always updated when only minor changes were made, because each modification required a total republishing of the catalog. This caused some past model year catalogs to remain frozen for as long as 10 years.

The "change only" process systematically incorporates modifications all the way down to a bolt change directly onto Bell & Howell's regularly updated EPC at no additional fee to GM's U.S. dealers. Parts technicians can now be confident they are receiving the latest parts information on all vehicle data from 1982 to present.

"The change only enhancement benefits GM dealerships by minimizing the time needed to look up and research correct parts data, and by reducing order errors and costly returns," said Lee Poseidon, senior vice president and general manager, Bell & Howell's Global Automotive business unit. "Bell & Howell naturally took the lead in making the significant software development investment necessary to continue to provide GM and its dealers with innovative catalog functionality."

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