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Letter to the Editor
This article originally appeared in the May 2003 Issue of INSIGHT
©2003 Collision Repair Industry INSIGHT All Rights Reserved
Accessibility of OEM Data Among Topics at CIC in Phoenix
Shops Develop Resolutions at SCRS Issues Forum
Progressive Starts National Rollout of Concierge Program
South Carolina Supreme Court Decision Denies Recovery for Diminished Value
BASF Named a GM Supplier of the Year
Texas House Passes Legislation Against Insurer Owned Shops
Ford Opens Paint and Body Technology Center
Keystone Automotive Opens Tulsa Distribution Center
Progressive Files Suit for Auto Claims Fraud
Hertz and First Notice Systems Team Up for Insurer Replacement Car Rentals
INDUSTRY UPDATE
Accessibility to OEM repair information continues to be a topic of discussion within the industry and at the Collision Industry Conference (CIC). In a presentation for the CIC OEM Committee on how Ford Motor Company takes collision repairs into account when designing vehicles, Steve Nantau, collision repairs supervisor for the automaker, said his company now has collision repair manuals available for many of its models - and expects to have manuals for all models by the end of this year.
"I'm happy to say that after a number of years, Ford Motor Company is back in the collision repair information business again, based on strong demand from the field and a heightened awareness of the importance of collision repair procedures in customer satisfaction," Nantau said, saying the manuals can be purchased through Helm, Inc. (800-782-4356, www.helminc.com ).
"It's important that if you want this information, and you've told us that you do, that you retrieve this information," he said. "We've had only 300 requests for the manuals that we currently have available. That's the reason several years ago we stopped producing the information."
But CIC attendee March Taylor of Autobody Hawaii said he is not surprised few shops have ordered whole manuals, saying that shops need easy access to just the specific information needed.
"We're willing to pay for it, but we don't want to buy the whole book," Taylor said. "We just want to buy the page."
Bill Haas, vice president for divisions, education and training for the Automotive Service Association, pointed out that 22 automakers currently have service and repair information available to shops via website; subscriptions for access average about $20 a day, and offer shops immediate access to the specific information they need. He cited an example of a shop that had replaced a door on a 2002 Nissan Altima but could not get the power window to open or close completely.
"There's a relearn procedure that's necessary for that power window," Hass said. "That procedure is available on the Nissan website. So the technician was able to access that service information immediately, go back to the vehicle, perform the relearn procedure and make that car deliverable."
He said links to the OEM websites are available through ASA’s website (www.ASAshop.org), and a summary of how to acquire information for each of the OEMs is available through the National Automotive Service Task Force website (www.nastf.org).
Other news at CIC
- For only the second time in its 20-year history, CIC is being chaired by a representative of an insurance company. Roger Wright, who began his tenure as chairman in January when he was working for the CARSTAR organization, left that company in March for a job managing the material damage organization for AIG. Joe Landolfi, who chaired CIC in 1995 and 1996 when he was with Kemper Insurance, is the only other insurance company representative to have chaired CIC.
- The CIC Education Committee in Phoenix alerted the industry that a federal funding program used for vocational and technical training - including automotive and autobody training - may be in jeopardy. Teresa Bolton, co-chairman of the committee, said President Bush's budget for 2004 proposes shifting what is known as "Carl Perkins Act funds" away from career and technical education to fund other academic achievement aspects of the President's "No Child Left Behind" educational initiative.
Both ASA and the National Institute for Automotive Service Excellence (ASE) are urging the industry to contact the members of Congress from their state to ask for support for vocational education.
- ASA President Ron Pyle confirmed at CIC that NACE 2004 may be moved to mid-November, a month earlier than it is currently scheduled in Las Vegas, to coincide with "Industry Week," when other annual automotive conventions are held in that city.
He said ASA recognizes the need for changes to the convention - including likely making Las Vegas its annual location - to meet requests from attendees and exhibitors. Pyle still hopes some of the paint companies that have said they will not exhibit at NACE this December in Orlando will reverse that decision.
- Chuck Sulkala, executive director of the National Auto Body Council (NABC) said ground has been broken on the Collision Industry Medical Center at Camp Mak-a-Dream. He said the facility may be open by the time campers arrive in June. The NABC raised $500,000 to help fund the facility at the Montana camp, which serves children and young adults actively battling cancer.
- At the next CIC, scheduled for July 23 in Ft. Lauderdale, Fla., the Industry Discussions Committee is planning a presentation on the issue of consumer notification and consent regarding the types of parts (OEM, non-OEM, used) to be used in a repair.
Several other committees will be tackling some of the issues raised by the increasing use of third-party claims auditing, sometimes referred to as "desk audits" or "remote audits."
For more information on the meeting, check the CIC website (www.ciclink.com) or call CIC's administration office, (509) 547-3810.
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The Society of Collision Repair Specialists (SCRS) in April gathered industry leaders from around the country to discuss what they see as key issues facing the industry, and to draft position statements based on those discussions.
About 80 people, including shop owners and representatives of SCRS state and regional affiliate associations, attended the National Industry Issues Forum, and voiced support for five resolutions created during the meeting.
Perceived problems associated with third-party claims auditing, sometimes referred to as "desk audits" or "remote audits," was among the issues generating the most discussion during the meeting. The group agreed that a starting point in addressing the problems would be for the Collision Industry Conference (CIC) to develop some definitions of such terms as "desk auditor" and "third party administrator," which are often used interchangeably.
Shop owners pointed out that "remote auditing" may actually violate some states' laws, which can require physical inspection of the vehicle, or licensing of claims adjusters, appraisers or estimates. Among the practices of some third-party claims auditors that the group listed to be addressed were: taking of arbitrary discounts without explanations; sending payment without explanation of what was changed on the estimate; not using one estimating system but "cherry-picking" labor times or procedures from multiple systems; and seeking shop agreement prior to providing paperwork to the shop.
Shops at the event said they are again more frequently being told certain items are part of their "shop overhead" and thus not billable. Once again, the group felt CIC could assist by revisiting its definitions or explanations of "overhead."
Brad Shelton, owner of Shelton Collision Repair in Derby, Kansas, shared a presentation he prepared on the added materials and steps necessary to prepare a used part for use in collision repair. Attendees agreed that terms such as "clean-up" and "repair" in relation to recyclable parts should be better defined and used more accurately.
Participants at the event also agreed that efforts should be made by the national associations to encourage insurers to embrace systems that comply with standards developed by the Collision Industry Electronic Commerce Association (CIECA). Such standards, for example, could eliminate the technical need for an insurer and shop to be using the same computerized estimating system to electronically exchange claims assignments or estimates.
Lastly, the group discussed the difficulty of using shop estimating and management systems to automatically and fairly allocate panel repair time when some of that work is done by both the metal and the paint departments in a shop.
Industry consultant Joe Sanders, one of the moderators of the event, said the estimating system providers have said the allocation varies too much by job to automate.
"So the only way is to allocate an arbitrary percentage of the time to the paint department, which fuels the animosity between the two departments," March Taylor, owner of Autobody Hawaii, said, adding that a CIC committee he co-chaired looked at this issue several years ago. "What I thought would work - but the industry didn't buy into it - would be to rather than call it a four-hour dent to instead separate it into one hour metal straightening and three hours of surface finishing. That way the judgment time would be credited to whoever is doing the work. This idea didn't go anywhere a few years ago, but maybe now it has more legs."
The group agreed to ask CIC to again look at the issue.
To the surprise of some, the issue of insurer-owned collision repair businesses was not raised during the three-hour meeting.
"There were some interesting issues that came out, and there were some issues that didn't come out that frankly I thought might," said Massachusetts shop owner Chuck Sulkala, one of the moderators of the event. "It kind of blows my mind."
Auto insurer Progressive Insurance is rolling out its one-stop claims processing program on a national level, according to a company press release.
"Concierge" is not mentioned by name in the release, but it appears to be, in fact, the program that has been tested in the Cleveland market, taking responsibility for the entire vehicle repair claims process.
As part of its national rollout of this service, Progressive opened the first of a new breed of claims service centers in Columbus, Ohio, providing the one-stop convenience option for customers or anyone in the area who has a claim with Progressive.
The company plans to open 19 more centers throughout the U.S. this year.
According to Progressive, when a customer calls the 24/7 line at 1-800-PROGRESSIVE to report a claim, he is directed to a new, conveniently located center. At the claims center, the customer drops off the car, picks up a rental vehicle and leaves.
A Progressive claims representative prepares a repair estimate and selects a repair shop that has met strict quality requirements. (Editor's note: i.e. a DRP facility?) The vehicle is transported to the shop (Editor's note: The press release does not indicate whether the shop handles pick-up and delivery.) and the repairs start.
The customer is kept informed about the status of the repair throughout the process.
When the work is finished, the vehicle is transported back to the Progressive claims center. A Progressive claims representative and a shop representative inspect the quality of the repairs and the customer is notified. The customer and claims representative inspect the vehicle together and the customer drives off.
The repairs are guaranteed by the shop and Progressive for as long as the customer owns the vehicle.
"This new standard of service is about respecting the customer's time by putting all the services they need under one roof," said Brian Passell, claims group president, Progressive. "Using this service makes getting a car fixed easier and more convenient."
The objective, according to Progressive CEO Glenn Renwick, is to create a more efficient and positive experience for everyone involved in a claim -- customers, auto body repair shops and Progressive. The service is aimed at saving time and adding convenience for customers, providing a steady flow of work for body shops, and resulting in increased Progressive customer satisfaction.
Progressive began testing this new handling of claims service in February 2000 when it opened its first claims service center in Cleveland, Ohio. Since then it has opened six additional test centers in Virginia Beach, Va., Orlando, Fla., Philadelphia, Pa., New Orleans, La., Tempe, Ariz. and Pittsburgh, Pa.
At the end of 2002, the company determined that the new level of service was more efficient and provided greater customer satisfaction and began planning the national rollout. In addition to the Columbus location, centers in Richmond, Va. and Atlanta, Ga. will open in April 2003. By year-end, Progressive plans to be providing this type of service from 27 claims service centers in total; 2004 plans have not yet been announced.
In the national rollout, the company will locate facilities closest to areas where its customers are concentrated to make the new standard of service available to as many as possible.
In addition to the new claims service centers providing one-stop handling of vehicle repair claims, Progressive continues to operate more than 350 claims offices in all 50 states. Although the existing offices are not equipped to offer the one-stop service, company representatives there continue to personally handle each customer's claim from start to finish and, in most states, offer them the choice of having the vehicle repaired in a shop where the work is guaranteed.
"We have knowledge and access to resources that many of our customers don't have. Our intent is to use that experience to provide a superior level of service everywhere we do business," said Passell.
On March 24, 2003, the South Carolina Supreme Court handed down its decision in Schulmeyer v. State Farm, holding that the policy at issue did not provide coverage for claims of diminished value.
The decision concerns a January 19, 2001 accident, involving a pickup truck owned by Albert Schulmeyer, who was insured by State Farm.
A State Farm adjuster subsequently assessed his loss at $3,268.02. State Farm then paid $3,018.02 for certain repairs and Schulmeyer paid his $250.00 deductible for repairs.
Schulmeyer does not dispute that his vehicle was returned to its pre-accident level of performance, appearance and function. He sued State Farm in South Carolina state court in February 2002, however, alleging that, under the terms of his insurance policy, State Farm is obligated to compensate him for "diminution in value" in addition to paying for repairs.
Schulmeyer contends that State Farm's failure to pay for the purported diminution in value constitutes a breach of contract and a breach of the duty of good faith and fair dealing.
State Farm subsequently removed the case to federal district court in South Carolina, and Schulmeyer did not contest removal. Then, State Farm filed a Motion for Judgment on the Pleadings, arguing that Schulmeyer's claim for diminution in value is not covered under the applicable policy, and even if it were, Schulmeyer would be bound by the appraisal provision included in the policy and the matter should therefore be dismissed or stayed pending appraisal.
Recognizing that the issue of diminution of value is one of first impression in South Carolina, on August 7, 2002, the district court, with the agreement of the parties certified questions of law to the South Carolina Supreme Court.
On March 24, 2003, the South Carolina Supreme Court issued its decision in the case, answering that State Farm's South Carolina automobile policy does not obligate the insurer to compensate an insured making a comprehensive or collision claim for any diminution in market value where there is no dispute that the vehicle was adequately restored to its pre-accident level of performance, appearance, and function
In reaching its decision, the South Carolina Supreme Court reviewed decisions from other jurisdictions on the issue of diminished value and noted that there is a split of authority over coverage for diminished value, with the recent trend disfavoring the claim.
In examining the manner in which other states have treated the issue, the court distinguished the Georgia Supreme Court's decision in State Farm v. Mabry, 556 S.E.2d 114 (Ga. 2001), which allowed recovery for diminution in value. The South Carolina Supreme Court noted that the Georgia court based its decision on the understanding implicitly imported into each Georgia insurance contract that loss due to physical damages encompasses both utility and value.
However, the South Carolina Supreme Court went on to note that no similar public policy applies to insurance contracts in South Carolina. Rather, the court noted that it "is required to give effect to the plain meaning of the words in an unambiguous contract."
The court determined that "the policy, read as a whole, defines repair or replacement as restoring the vehicle to pre-accident mechanical function and condition and not as restoring value."
BASF has been named a General Motors Supplier of the Year for exceptional performance as a global supplier of automotive OEM coatings.
The award was presented to BASF during recognition ceremonies Saturday, April 12, in Miami.
"We are extremely pleased to be recognized by General Motors as one of its most valued global suppliers. We view this award as a reflection of the shared commitment of General Motors and BASF to the highest quality products and services," said Klaus Peter Loebbe, the member of the BASF AG Board of Executive Directors with responsibility for BASF's Coatings business. Loebbe is also Chairman and CEO of BASF Corporation in North America.
"This recognition is a tribute to BASF employees worldwide who serve GM, and reflects their unwavering commitment to quality and customer satisfaction," said Jean-Pierre Monteny, President of BASF Group's Coatings Division and CEO of BASF Coatings AG.
According to Bo Andersson, Vice President, GM Worldwide Purchasing Production Control & Logistics, "BASF's performance and contributions have been critical in helping GM to become the industry's low-cost producer of high-quality vehicles, and BASF serves as a role model for other suppliers."
The GM Supplier of the Year award began as a global program in 1992. Award winners are selected by a global team of General Motors executives from purchasing, engineering, manufacturing and logistics, who base their decisions on supplier performance in quality, service, technology and price.
The Texas House of Representatives has passed House Bill 1131. The legislation prohibits insurer-owned repair facilities in the state of Texas. The bill requires insurance companies with current ownership interest in repair businesses to divest that interest in two years.
Although several amendments were attempted to alter or dilute the legislation, none were successful. Two amendments allowing for a percentage of insurance company ownership of a collision repair facility failed. The bill's only roll call vote came on a steering amendment. The amendment was tabled 100 to 34.
The Automotive Service Association (ASA) has been working with a coalition of repair professionals in Texas on this legislation. The companion Senate Bill 435 is currently being considered in the Texas Senate.
"Independent collision repairers have an opportunity to stop insurance companies from owning and expanding their repair shops in the state of Texas. Now is the time for Texas repairers to contact their state senators and ask them to support Senate Bill 435," said ASA's Washington, D.C., Representative Bob Redding. "There will be no better opportunity in Texas."
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Ford Customer Service Division (FCSD) has cut the ribbon on its new Paint and Body Technology Center (PBTC).
The facility includes over 5,000 square feet of shop floor space housing an array of state-of-the-art equipment, including an electronic laser measuring system, computer-assisted paint booth and a 27-foot frame machine.
"The Center will allow us to thoroughly research and test new repair materials, equipment and techniques," said John Hughes, FCSD's refinish paint technical specialist. "That, in turn, will help with the development of collision and service repair procedures, as well as technical service bulletins."
Creation of the PBTC was a joint effort between Ford and several other key players in the collision repair industry - Akzo Nobel, BASF, Chief Automotive Systems, DuPont, Lord Automotive Adhesives, PPG, and Sherwin-Williams - all of which contributed not only developmental ideas, but some of the materials, equipment and funding to run it for two years.
"Each of the partners in this project is dedicated to improving the collision repair process, and that's the main reason we're able to open the doors," said Hughes.
In addition to the shop floor, the Center includes ample classroom and meeting space that the companies can use to conduct training and product demonstrations for employees and industry members.
Serving as a kind of collision repair test lab, the PBTC is aimed to improve Ford's ability to properly define customer paint and body concerns, resulting in better repair instructions to collision technicians, and an improved service experience for owners of Ford, Lincoln and Mercury vehicles.
MQVP program administrator, Global Validators, Inc. (GVI), has reinforced its commitment to the "same as OEM" approach in the aftermarket parts industry by setting a deadline for its participating MQVP manufacturers to complete this upgrade in quality system registration to ISO/TS16949:2002 by Decem-ber, 2004. The ISO9001:2000 standard remains the quality system registration requirement for distributor participants in MQVP.
The announcement was made in the wake of recent Big Three auto manufacturers' demands of TS16949 registration deadlines for its supply chain.
Mirroring OEMs is consistent with MQVP's dedication in providing the collision repair industry with quality parts.
"The automotive industry is moving toward an even more harmonized approach to worldwide quality system requirements," said Bill Hindelang, CEO of Global Validators. "It is only logical that we require our MQVP manufacturers to follow this global trend to continue to deliver the highest standard in aftermarket parts to the body shops."
Insurance company participants in MQVP require that aftermarket parts used in automotive collision repair conform to the same quality levels as OEM. MQVP'S implementation of a registration deadline will coincide with registration conversion of the auto first tier suppliers making MQVP a "same as OEM" program in the aftermarket parts arena.
Chuck Buskill, General Manager of Reflexxion Automotive Products, LLC stated, "The TS16949, the ISO9000 based automotive specific Technical Specification, assure a stronger customer focus, an enterprise wide process approach and thus increasing total customer satisfaction. MQVP and the supply chain of program participants are dedicated to conforming to the International Standards of TS16949 are working to harmonize the manufacture and distribution of high quality aftermarket parts."
"For most MQVP participating manufacturers, registration to the ISO/TS 16949:2002 standard is likely to be relatively simple," Hindelang stated.
MQVP participating manufacturers are already registered to the ISO 9000 standard, with customer specific requirements of QS9000, a requirement for attaining the MQVP-approved status. The next step is to complete the update to include the ISO9000:2000 version of the core requirements.
Hindelang said. "After 2004 new manufacturers wishing to join MQVP will be required to first evidence registration to ISO/TS16949."
GVI is an ISO registered firm, headquartered in Rochester Hills, Michigan, dedicated to promoting quality in the aftermarket parts industry.
Keystone Automotive Industries, Inc. has opened a distribution center in Tulsa, Oklahoma. The facility carries a full line of the company's collision replacement parts, radiators, condensers, lights and wheels. It will service the greater Tulsa area and eastern Oklahoma.
"The opening of our 115th distribution center complements our coverage in this region of the country," said Charles Hogarty, president and chief executive officer of Keystone. "Tulsa is an attractive market for us and fits our growth strategy."
Keystone operates 115 distribution facilities, of which 21 serve as regional hubs.
Four subsidiaries of The Progressive Corporation have filed a civil suit against First Chiropractic Clinic of Orlando, First Chiropractic Clinic of Pine Hills and its principal, Mirlourdes Beliard-Hopkins, and chiropractors Jodie Ellis and Vincent Rahal.
The Progressive companies are seeking monetary damages in excess of one million dollars, a figure the complaint alleges represents the amount the insurers paid in fraudulent auto insurance injury claims to the clinics between 1999 and 2002 when Beliard-Hopkins was arrested and charged with organized fraud and grand theft and the clinics were shut down.
The suit includes counts for fraud, civil theft, unjust enrichment and deceptive, unfair trade practices.
In September 2002, Edgewood police arrested Beliard-Hopkins on allegations that she recruited people to stage car accidents for money. The police alleged that those involved would then claim they were injured in the accident and then go to the First Chiropractic Clinic for treatment.
According to police, the clinic would pay them for their help and file claims with the insurance company. Under Florida's Personal Injury Protection (PIP) laws, injured parties with coverage may have their medical bills paid up to a coverage limit of $10,000. It is estimated that up to 37 insurance companies were billed in what was described as one of the largest fraud operations in the state.
"As appalling as it sounds, it happens every day in the state," said Juan Andrade, claims general manager, Progressive. "And Florida drivers pay the price. Auto insurance rates are based on each company's cost of doing business, including what it pays in claims. If the company is presented with fraudulent claims, all drivers in the state are paying that price."
The Florida Division of Insurance Fraud estimates that fraudulent insurance claims cost each family in the state an additional $240 a year.
Andrade commented, "Every Florida driver should be paying close attention to what's going on in Tallahassee right now. The Legislature has before it a PIP reform package that could go a long way toward reducing the amount of auto insurance fraud. This could ultimately help to keep the cost of auto insurance down for all Florida drivers."
The reform package before the current Legislative session includes toughening penalties for ambulance chasing and seeks broader regulation of medical fees, caps on attorney's fees and additional time for insurers to investigate suspicious claims.
First Notice Systems, Inc., a provider of claim reporting solutions for the insurance industry, and The Hertz Corporation, the world's largest car rental company, have announced a strategic alliance that enhances the services insurance carriers can provide their policyholders when auto claims are reported.
Insurance companies affiliated with First Notice are now able to offer a Hertz car rental reservation to policyholders who need alternate transportation when reporting an auto claim.
The ability to reserve a car at the onset of reporting a claim eliminates the period most customers must wait for a claim adjuster to examine the customer's file.
Martin Aita, Director of Administration, Suburban De-velopment for Hertz, commented, "Anyone who's been in-volved in a car accident knows that there's enough to worry about without considering how to find a rental car. Policyholders whose carriers use First Notice get prompt relief; a car is reserved at a Hertz Local Edition location as soon as they report their claim."
Hertz Local Edition has more than 500 suburban branches across the United States.
CCC Information Services Group Named Finalist for Best Business Turnaround by American Business Awards
CCC Information Services Inc. has been named a finalist in the "Best Business Turnaround" category of the first annual American Business Awards. The American Business Awards program represents the first national all-encompassing business competition honoring exemplary performances in the workplace.
CCC successfully reversed what had been an unprofitable business in 2001 to achieve a record financial performance in 2002. The company's earnings increased to $0.84 per share in 2002 from a loss of $1.39 per share in 2001. At the same time, CCC's stock price increased 187 percent from the close of 2001.
The company's successful turnaround also is apparent by looking at operating margins, which rose to 19.4 percent in 2002 from a negative 2.6 percent in 2000.
"This nomination belongs to all of CCC's hard-working employees and to our loyal customers," explained Githesh Ramamurthy, CCC's chairman and chief executive officer. "The company's turnaround and continued growth would not have been possible without the drive and industry knowledge of CCC's dedicated employees. And our customers continue to show their faith in CCC by making our products an important part of their business."
Nicknamed the Stevies for the Greek word "crowned," the awards will be presented at a nationally broadcast show on Wednesday, April 30, at the Sheraton New York Hotel & Towers in New York City. The ceremony will be hosted by Charles Osgood, host of CBS News Sunday Morning and commentator for the CBS Radio Network, and will be broadcast nationwide on radio, and worldwide via the Internet, by Business TalkRadio.
"We began The American Business Awards last year when the public perception of companies and business people was at a low point," said Stevie Awards president and founder Michael Gallagher. "Our goal was to create a showcase for the best of American business, where the people and companies who don't get enough recognition for their good work can be singled out and celebrated."
Members of the Awards' Board of Distinguished Judges & Advisors and their staffs will select Stevie award winners.
The Board includes business luminaries such as Rich Karlgaard, publisher of Forbes; Bruce Nelson, chairman and CEO of Office Depot; marketing gurus Don Peppers and Martha Rogers; Anthony Robbins, chairman and CEO of The Anthony Robbins Companies; Drew Schutte, publisher of Wired Magazine; Jeffrey Tarr, chairman and CEO of Hoover's Inc., and Donald Trump, chairman, president and CEO of The Trump Organization.
A celebration of great performances in the workplace, The American Business Awards are the first national, all-encompassing business awards program. Honoring companies of all types and sizes and the people behind them, the Awards recognize outstanding leadership, innovation, perseverance, creativity, teamwork, and integrity through more than 40 categories.
The program is overseen by a Board of Distinguished Judges & Advisors, which includes leading business executives, authors, and academics. Sponsors of the 2003 American Business Awards include Business TalkRadio, DHR International, Empire Media, Forbes, Hoover's Online, Inc. Magazine, Miller Heiman, Selling Power Magazine, and Wired Magazine.
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