CLAIMS PROCESS
Collide. Connect. Repair Fully connected claims are just a few years away By Sean Carey
I
first presented “connected cars – connected claims” in 2014, and suggested that our ecosystem (claims and collision repair) was in for a significant change that would occur much sooner than 2025. The first question I’m asked when discussing this is, “when will all of this start to take effect?” The answer is straightforward: right now. The connected car is here and
the repairability of their vehicles and the impact a poor repair can have on a brand’s reputation. When you add in the fact that OEM’s recommended repair procedures are not being followed 100 percent of the time, and that non-OEM parts are being fitted to relatively new vehicles, it’s clear that they must step up and take a more active role in the collision segment.
When will all of this start to take effect? The answer is straightforward: right now. has been for some time, be it a simple connection to satellite radio or real time navigation and traffic alerts. The follow up question to my answer is typically, “but won’t it take 20 or 30 years for all of this to have an impact on the claims and collision repair segment?” I tell those who ask that it is in the journey to autonomous vehicles (AVs) that we will see the impact, not the destination. Let me explain this further.
Industry Landscape
OEMs are beginning to respond to market forces, and this is at the crux of how new technology will drive the market. All vehicle manufacturers are deeply concerned with
In the past OEMs have played a cursory role in the industry, providing technical support that had been limited or difficult/ costly to access. Occasionally an OEM would bring a “certified” program to market, but by and large the involvement in the industry was very limited. This is changing. The most recent noticeable and much needed OEM involvement in the segment has been the issuance of position statements on pre- and post-repair scans. This is yet another example of the OEMs being involved at a deeper level in the segment. These early indicators are a prelude to what’s to follow as the brand reputation of the vehicle manufacturer finally makes its way into the claims and collision repair market. June 2017 collision Repair 69