Insurer/Repair Relations Committee

July 2014Detroit Michigan

Aaron Schulenburg, SCRS Al Estorga, Estorga’s Anthony Klein, eSurance Barry Dorn, Dorn’s AutoBody Bill Bebinger, Nationwide Bill Lawrence, LC Automotive Bob Smith, Repair Advocate Brett Downs, 1800Radiator Carl Garcia, Carl’s Collision Chris Andreoli, Progressive Chris Donnelly, Bodyworks

Collision Chris Northup, G, D and C

Darrell Amberson, LaMettry’s Derrick Garza, CynCast Domenic Brusco, PPG Doug Graff, State Farm Doug Irish, VeriFacts Erik Sumen, Class Auto Farzam Afshar, VeriFacts Frank Laviola, Enterprise Leasing Gary Wano, G W and Sons Guy Maniscalo, Collision Centers

of America Joe Lacy, GEICO Joe Laurentino, Esurance

HousekeepingJuly 2014

John Palumbo, Parts Channel John Prozinski, ASI Claims John Vito, Hertz Jordan Hendler, WMABA Kevork Kahwajian, Fix Auto Liz Stein, APN Marcy Tieger, Symphony

Advisors Mark Allen, Audi Mark Houde, The Traveler’s Mike Condon, Condon

Consulting Mike Lloyd, California Casualty

Mike Manika, CarFax Michael Quinn, u-Parts Patrick O’Neill, Body Shop

Revolution Peter James, ICC Group Randy Hanson, Allstate Richard Perry, Chief Rod Enlow, CCAR Ron Vincenzi, Oakland Auto Body Russell Thrall, Quandec Vatche Derderian, Fix Auto

Pasadena and Whittier

HousekeepingJuly 2014

The CIC VisionA collision industry in which all

segments work together efficiently, effectively, ethically and respectfully to enable complete and safe repair of the

vehicle while facilitating the most pleasant possible experience for our mutual

customer, the consumer.

HousekeepingJuly 2014

Insurer-Repairer Relations Mission: Improve the relationship between

insurers and repairers Strategies

Open dialogue and communication Level-setting expectations Establishment and adoption of Best

Practices/Most Beneficial Practices when appropriate

Identify areas for insurers and repairers to work together for efficiencies

Rental/Repair Expectations & Customer Satisfaction

Detroit, 2014

Sub-Committee MembersDarrell Amberson, LaMettry’s*Christopher Andreoli, Progressive Insurance*Dominic Brusco, PPGFrank LaViola, Enterprise Rent A Car*Curtis Nixon, Update Promise*Patrick O’Neill, Bodyshop Revolution*Aaron Schulenburg, SCRS*McKenzie Spalding, Choice Rental*Marcy Tieger, Symphony AdvisorsJohn Vito, Hertz *

*Panelists

Consensus

The shared goal of repairer and insurer is to properly set expectations with their mutual customer and to meet (or exceed) those expectations.

Failure to meet expectations impacts CSI

The impact on CSI

For Repairers: The top two drivers of shop CSI are, Kept Informed & On-time Delivery. (Source: Mitchell International)

For Insurers: The biggest driver of insurer retention is customer satisfaction with the claims process. (Source: (JD Power)

How do we properly set expectations up front and manage them along the way to create the best possible experience for the customer?

Length of rental pressure points

1.Is rental coverage extended by the insurer when a formula derived repair completion date needs to be extended?

2.What are the consequences for the repairer and the customer when rental coverage is not extended?

There is significant variance in the length of rental data

Average LOR from various sources(basis: 30 hour repair)

*number derived from blended data from multiple sources

Source HPD Length of Rental

Length of Rental

Mitchell .47 DPH

14.1 Q1 2013 Mitchell Industry Trends

CCC 2.65 DRP drivable

11.32 CCC Crash Course 2013

SCRS 2.1 14.28 * SCRS Study

A national perspective

LOR when a formula is applied:How it works

Example: If an in insurer requires 3 hours per day of labor on a 30 hour repair job, the repair/length of rental will be 10 days (30/3=10)

Example: If an insurer requires 6 hours per day of labor on a 30 hour repair job, the repair/length of rental will be 5 days(30/6=5)

Length of rental pressure points:panelist insights

1.Is rental coverage extended by the insurer when a formula derived repair completion date needs to be extended?

2.What are the consequences for the repairer and the customer when rental coverage is not extended?

Discussion 1. Is it appropriate to have a formula? If so, what is

its purpose?2. How do you drive performance without setting a

goal? (Should the goal necessarily be derived from a HPD or other formula?)

3. When are there allowances (e.g., parts, non-drivables, weekends etc.) and what are the best practices regarding exceptions and extensions?

4. Holding contracted (DRP) and non-contracted shops to the same criteria.

CSI Impact from Promise Date Change

NPS Impact from Promise Date Change

Impact on CSI Score Date In to Original Promise Date Given

Impact on NPS Score Date In to Original Promise Date Given

Length of Repair Impact on CSI

Length of Repair Impact on NPS