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Letter to the Editor
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This article originally appeared in the February 2009 Issue of INSIGHT

Playing Fair

by Karen Kilbane

Our annual Who Pays for What? survey results are here this month in INSIGHT’s feature article and charts. The charts indicating the “Always,” “Sometimes,” and “Never” pay habits of your insurer partners should be studied carefully by all our collision repair facility owners and managers. The bottom line for body shops should matter-of-factly include any and all repair operations you must perform to properly complete a repair, at a fair price. In other service industries this statement is a logical given.

Last year was the first year INSIGHT did not bestow the Fair Player Award on any of the insurers in our survey. For 2009, we are able to give a nod of approval to both State Farm and USAA. Progressive is still the biggest penny-pincher, according to responding collision repair facilities. However, the Cleveland-based insurer shared the Most Improved honors with GEICO.

Journalists and industry commentators have begun referring to our beleaguered American vehicle manufacturers as the “Detroit Three” instead of the “Big Three.” So far, Ford has decided not to ask for any bailout money from Congress, but both GM and Chrysler are presenting restructuring plans for the auto makers in Washington, and will certainly receive millions of dollars to stave off potential ruin.

In this shaky and worry-filled economic climate, we all have to be very careful in business, and at home. On page 8, the National Automobile Dealers Association (NADA) chairman, John McEleney, advises concerned American auto dealers to focus on the things they can control, and to educate their neighbors about how dealerships can contribute to the health of local economies.

Thank you to all the collision repair facility owners and managers who took the time to participate in our survey. Without your responses, we would not be able to determine Who Pays for What?

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