American Towman Magazine - August 2022

Page 40

Beacons On!

Damage Control

Avoiding the Most Common Causes on Vehicles

By Chris Richard

Chris Richard is Agero’s Vice President of Network Operations, focused on developing new ways for Agero to deliver its services and improve relationships and practices. Chris’ career with Agero spans over two decades. H e most recently led Agero’s contact center organization and prior to this, spent several years leading corporate initiatives and running client services for Agero’s automotive business.


he last few years have been tough for towmen. Besides Covid, you’ve faced increased demand with a high volume and a wide variety of vehicles needing assistance; skyrocketing costs for insurance, equipment and maintenance; and difficulty with labor costs, recruitment and retention challenges. All of which means it’s more important than ever to protect yourself—and your business —from

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liability that can arise from inadvertent damage during routine events. A look under the hood of the damageclaims process reveals a number of issues. Typically, when a customer files a damage claim, it kicks off what can become a lengthy process. It could require statements from you and the customer, records from the service event, vehicle photos, estimates from appraisers or claims adjusters, and