Hammer & Dolly May 2024

COVER STORY

by Chasidy Rae Sisk

WHERE DO THE INSURERS RANK?

WMABA’s 2024 Shops Rate

Insurers Survey Results

Repairer-rated insurers in five categories.

EXECUTIVE DIRECTOR’S MESSAGE by Jordan Hendler

6 FOR ALL THE PROCRASTINATORS:

LAST CALL FOR BOARDING!

Time to head to Greensboro, NC!

WMABA NEWS

10 S UPPORT LONGTIME WMABA MEMBER DON BEAVER!

A member of the WMABA community is in need!

NATIONAL FEATURE by Chasidy Rae Sisk

12 MORE TO EXPLORE AT THE 2024 SOUTHEAST COLLISION CONFERENCE

You deserve more from industry events.

16 SCC SCHEDULE OF EVENTS

17 SCC SPONSORS & EXHIBITOR LIST

INDUSTRY ADVICE: ASK MIKE

32 WHAT SHOULD TODAY’S WORK AUTHORIZATION FORMS LOOK LIKE?

Get your paperwork in order.

MESSAGE PRESIDENT’S IT’S THE LITTLE THINGS

When I joined WMABA and began attending meetings, there would be so many shops in attendance that I would find myself in awe to be in the same room as the top shops in our region. There was camaraderie among the shops, a level of trust and collaboration in working toward a better industry for everyone. It was then I realized that our shop needed to be a part of it. The first thing I would do every month was read Hammer & Dolly from cover to cover. It’s where I would find out when the next in-person meeting would be, and I would show up to all the meetings I could to try to learn as much as possible to help grow our business. Luckily, one day, I was asked to be a part of the Board.

Truthfully, I don’t like talking about myself, but I share my story in hopes of helping someone else get involved. Though there has been a lot of consolidation in the region, the core still exists to serve customers and help our fellow repairers grow. Now is the time for

Kris Burton (703)-820-1800 kris@rosslynautobody.com

independent repairers to come together more than ever before.

As I think of all the great people who sat in this seat before me, it’s humbling. They are some of the best people I have met and who have inspired me to keep pushing. I wouldn’t be here without their guidance. The other day, I was asked how one could get involved. I suggested looking at our website, social media, or better yet, picking up Hammer & Dolly. Whether it be an in-person meeting, sending an email or calling a Board member, it’s those little things that can change the course of your business.

I envision an association that’s a throwback to seeing a lot of shops show up for the meetings hungry for information, communication and a strong repairer community in our region, while also evolving to the different types of meetings, topics and a place of inclusion for all who want to be involved. Please reach out to me if you have any questions or if we can point you in the right direction. H&D

WMABA OFFICERS

PRESIDENT Kris Burton kris@rosslynautobody.com - 703-820-1800

VICE PRESIDENT Phil Rice phil@ricewoods.com - 540-846-6617

TREASURER John Shoemaker john.a.shoemaker@basf.com - 248-763-4375

SECRETARY Barry Dorn bdorn@dornsbodyandpaint.com - 804-746-3928

IMMEDIATE PAST PRESIDENT Steven Krieps steve@gregclineauto.com 304-755-1146

BOARD OF DIRECTORS

Rodney Bolton (boltonconsulting61@gmail.com) 443-386-0086

Tom Brown (thbrown@ppg.com) 703-624-5819

Torchy Chandler (torchy.chandler@gmail.com) 410-309-2242

ADMINISTRATION

EXECUTIVE DIRECTOR

Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649

WMABA CORPORATE OFFICE

P.O. Box 3157 • Mechanicsville, VA 23116

Tracy Dombrowski (tracy@collisionadvice.com) 571-458-0648

Bill Hawkins (hawkinswilliamjr@gmail.com) 510-915-2283

HAMMER & DOLLY STAFF

PUBLISHER Thomas Greco thomas@grecopublishing.com

SALES DIRECTOR Alicia Figurelli alicia@grecopublishing.com

EDITORIAL/CREATIVE Alana Quartuccio COORDINATOR alana@grecopublishing.com

MANAGING EDITOR Chasidy Rae Sisk chasidy@grecopublishing.com

OFFICE MANAGER Donna Greco donna@grecopublishing.com

PRODUCTION Joe Greco COORDINATOR joe@grecopublishing.com www.grecopublishing.com @grecopublishing

"Creating

bitchin' rides requires a paint as exceptional as your vision. We choose Sikkens for consistent, award-winning finishes that turn every ride into a true masterpiece."

-Dave Kindig, Kindig-it Design

Exceptional. Consistent. Masterpiece. What’s your word?

Ours is Sikkens.

www.SikkensVR.com/us-en

Kindig-it Design

CF1 Roadster #11

Sikkens in Mazda 46V

LAST CALL FOR BOARDING!

Don’t disregard the short amount of time left as you being too late. You’re not! And we’re all about getting you there, no matter if you just found out or you just decided. You can be on your way to a change just as much as someone who made their plans last year.

This issue is interesting for the results of the WMABA Shops Rate Insurer Survey, and I want it to help you with how you have conversations with customers or having this information for your own decision-making, the most important thing for us is the Collision P.R.E.P (Professional Repairer Education Program) series coming up May 16-18 at the Southeast Collision Conference (SCC) in Greensboro, North Carolina. See preview info starting on page 12 for classes and more information.

All joking aside, our associations have worked very hard to bring you the best event of the year. We know these are the places where big things can happen; where you can have moments of clarity to shift the outcomes of your business for generations. It’s that big.

I’m not overselling, it’s that good. While you may have been to one of the classes from some of the instructors, or you’ve been to a tradeshow before, I urge you to consider what it means to go to YOUR tradeshow, where YOUR association has been pushing hard to pull in big names for you to learn from or buy from; to make new connections with those in your own community.

These are OUR people. You’ll be surrounded by those who are equally invested in making positive changes, for themselves and for our business conditions. That’s what it’s about.

So, no more delay; no more pushing it forward. Don’t say “I’ll just

go next year and see how this one goes and what people say about it.” This is the time. We’re not selling anymore, it’s you who needs to make the decision to buy IN!

If you’re looking for the last call for boarding, this is it!

Conquest your Mitsubishi parts needs!

Mitsubishi now offers Genuine OEM parts through our new “Opt-OE” parts program at discounted prices. See Mitsubishi’s Ultra-Conquest parts and prices in the Optional OEM Suppliers category of popular collision estimating systems.

Ultra-Conquest Collision Parts Program Highlights:

• Discounted prices on quality new and unblemished OEM parts

• Automated price and part selection in collision estimating systems

• High parts availability

• Delivery to most major U.S. cities within 24 hours

To find out more about Ultra-Conquest pricing contact your local Mitsubishi dealer. For Genuine Mitsubishi parts, contact these authorized Mitsubishi Dealers.

Fitzgerald Mitsubishi 1930 West Street

Annapolis, MD 21401

Direct: 410-224-4636

Fax: 410-224-4264

E-mail: adamsf@fitzmall.com

Younger Mitsubishi 1945 Dual Highway Hagerstown, MD 21740

Direct: 800-296-1190

Fax: 301-733-5465

www.youngermitsubishi.com

Buy Genuine Mitsubishi Parts and get the perfect fit at the perfect price. 10% off on all parts orders when you mention this ad.

• Available through all participating Northeastern area Mitsubishi dealers

• Includes the majority of key collision components for select popular models

• We can meet or beat aftermarket prices!

Audi Silver Spring

Direct: 301-890-3015

Fax: 240-471-6103

Email: wholesaless@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

Mercedes-Benz Silver Spring

Direct: 301-890-3060

Fax: 301-890-5473

Email: mbsilverspring@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

Porsche Silver Spring

Direct: 301-890-3015

Fax: 240-471-6103

Email: wholesaless@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

Sprinter Silver Spring

Direct: 301-890-3060

Fax: 301-890-5473

Email: mbsilverspring@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

Free delivery on our fleet of 15 GPS-equipped delivery trucks - delivering all Silver Spring brands on the same truck throughout Maryland, D.C. and Virginia

We use IRF automotive systems including CCC, CollisionLink, OPSTrax, PartsTrader and RepairLink

Highly knowledgeable, experienced and dedicated wholesale specialist team

Large inventory of OEM parts and tires

Contact our dealers for all your Genuine Parts needs!

BMW of Silver Spring

Direct: 301-890-3015

Fax: 240-471-6103

Email: wholesaless@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

Herb Gordon Subaru

Direct: 301-890-3065

Fax: 301-847-2239

Email: herbgordonsubaruwholesaleparts@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

Volvo Cars Silver Spring

Direct: 301-890-5456

Fax: 301-847-2239

Email: herbgordonvolvowholesaleparts@mileone.com

Hours: M-F 7:30am - 5:00pm

S 8:00am - 3:00pm

NEWS SUPPORT LONGTIME WMABA MEMBER

DON

BEAVER!

Don Beaver, WMABA member and former longtime Board member, is battling cancer with rising medical expenses and having to be away from work. Beaver is a well-known Maryland collision center manager, who has always been involved in the collision repair community as both a leader and volunteer. He has been a contributing Board member and friend to many. He now needs the industry’s help!

A benefit was held on Sunday, April 7 at Seabreeze Restaurant & Tiki Bar in Mechanicsville, Maryland. For those who were unable to attend the event in person, donations can be sent to his verified Venmo donation account: @traci-buckler

“Don has always been the one to show up for everyone else. He’s been there for me in our community and our legislative efforts and everything in between. Let’s rally around and support him the way he’s always supported us!” urges WMABA Executive Director Jordan Hendler. H&D

OURISMAN CHEVROLET

807 Rockville Pike

Rockville, MD 20852

Toll Free: 800-345-4640

Direct: 301-424-5332

Fax: 301-294-6381

www.rockvillechevrolet.com

OURISMAN

4400 Branch Avenue

Temple Hills, MD 20748

Phone: 301-899-6990

Fax: 301-899-9375

www.ourismanchevrolet.com

Don Beaver (center), with WMABA Vice President Phil Rice and Executive Director Jordan Hendler.

NATIONAL FEATURE

MORE TO EXPLORE AT THE 2024 SOUTHEAST COLLISION CONFERENCE

WMABA members deserve more… and that’s exactly what the association has in store during the 2024 Southeast Collision Conference (SCC), taking place May 16-18, 2024 at the Greensboro Coliseum Complex in Greensboro, NC.

Co-hosted by WMABA and the Carolinas Collision Association (CCA), the third iteration of this regional event promises to deliver more than ever before – more training, more exhibitors, more hands-on experiences and more excitement!

In addition to a full slate of educational offerings through WMABA’s Collision P.R.E.P. (Professional Repairer Education Program) that will engage repairers at every level in the shop (see page 16 or visit southeastcollisionconference.com for more details), attendees can also anticipate plenty of learning opportunities on the trade show floor with dozens of local and national vendors participating to showcase the latest tools, products,

equipment and services on the market to the shop owners, technicians, painters, estimators, suppliers and other industry professionals in attendance.

This year’s venue boasts more exhibition space than the 2023 trade show, allowing for more vendors but also giving vendors the opportunity to secure larger spaces and host even more demonstrations on the floor.

“Besides bringing the best possible education to our region yet again, our main focus is on providing attendees with more interactive and hands-on experiences,” WMABA Executive Director Jordan Hendler promises. “It’s going to be even bigger and more exciting.”

Exhibitors are anticipating a great show.

“We’re excited about the networking opportunities within the collision industry at this conference,” shares Thaddeous Green of Platinum Sponsor BASF. “We aim to promote our latest automotive coatings

technology and show why BASF has the best products and services for collision repair businesses.”

BASF will also be highlighting and celebrating 65 years of “petty blue” in collaboration with Richard Petty’s race team, so attendees will definitely want to check out what they’ve got featured at the booth.

“The Southeast Collision Conference provides us with an opportunity to connect with industry professionals who share our passion for auto collision repair,” offers Benjamin Staton of Gold Sponsor KECO Body Repair Products. “We are eager to showcase our latest products and demonstrate how GPR (glue pull repair) is revolutionizing the industry for the better.”

Attendees stopping by KECO’s booth can anticipate seeing “live GPR demos to showcase the capabilities of our collision systems and tools,” Staton predicts. “We are introducing several new products, including the K-Power Lateral Tension Tool, KECO Knockdown Strikers and Hemi Tabs. These products allow you to delve deeper into GPR and enhance repairability. At the heart of our offerings will always be the L2E System, which includes all the tools and tabs necessary for efficient and complete repairs. We are thrilled to be a part of the Southeast Collision Conference and look forward to seeing everyone there!”

Mike DeWitt of Gold Sponsor Colors Edge is also certain it’s going to be a great show, especially since it’s going to be held in such a great location. “We’re a PPG

Platinum distributor with 13 locations that originally started in Greensboro, so it’s really exciting to see this growing event being held in our own backyard, right by our homebase. SCC has been growing every year since its inception, and we’re looking forward to seeing how it continues to grow now that WMABA and CCA have partnered to attract even more collision business owners to the conference.”

Colors Edge has secured a 400-squarefoot booth with some special features in store for the company’s 20th anniversary. “We’ve got some new product introductions, specials and some announcements about how we’re going to celebrate our 20th year in business. We’ve got some really exciting stuff planned, but if you want to know more, you’re going to have to visit our booth!” DeWitt teases. Although he prefers not to share the details ahead of time, he promises “a WOW factor that I’m confident attendees will enjoy.”

Dale Huckabee of Silver Sponsor Alloy Wheel Repair Specialists also has a surprise in store for attendees via a special edition rubber ducky, available only at SCC 2024.

In

addition to a full slate of educational opportunities through

WMABA’s Collision P.R.E.P., SCC

attendees can also anticipate plenty of learning opportunities on the trade show floor!

“We like to have a little fun as we engage and participate,” he explains. “Attendees will have to stop by our booth to grab one of the exclusive ducks we’re having made for the show before they run out!”

A first-time exhibitor at the SCC, Alloy Wheel Repair Specialists is looking to engage more with the industry. “When we began attending various industry events around the country last year, it was apparent that we had been missing a lot of networking opportunities, including the untapped potential to work with associations, like WMABA and CCA,” Huckabee notes. “SCC offers an opportunity to expand both of those initiatives and is also a great place for us to bring in our regional teams to meet with local customers. Relationships are key, so we’re excited to mix and mingle with the regional presence at the show!”

“We’re really excited to connect with shop owners and talk about how early detection of bent components can speed up their process, reduce cycle time and get the car repaired quickly,” contributes Steve Dawson of Silver Sponsor Hunter Engineering. “We anticipate performing live

demos of Ultimate ADAS, our new OEMapproved equipment, and of course, we’re looking forward to connecting with old and new friends within the industry.”

While vendors are excited by the opportunity to educate attendees on their products, many expressed eagerness to learn something new themselves and gain further awareness of the issues their customers are facing in today’s marketplace.

“We hope to learn something new while visiting other booths and educational classes,” Green notes.

“We’re also hoping to benefit from the educational aspect of SCC,” Huckabee agrees. “Although we’re a vendor, we undergo a lot of the same struggles that body shops encounter, and we want to learn more about their challenges so we can determine where we fit in their timeline and do what we can to expedite things.”

“I love attending educational seminars to see what new and different information can be taken away and sometimes just reinforce what we already know,” insists Keith Manich of Silver Sponsor Automotive Training Institute, who will be presenting

NATIONAL FEATURE

continued from previous page

“Increased Profitability Through Proper Documentation: How Communication, Documentation and Collision Shop Positioning Must Change in 2024 and Beyond” on Saturday afternoon. He adds, “SCC is one of my favorite events, annually!”

So much has been planned for the show with plenty of exhibitor booths to visit, raffle prizes to be won and floor demos to witness, but you never know what else might happen when you get some of the industry’s best and brightest minds together (like last year’s impromptu dent-pulling demo at KECO’s booth), so you won’t want to miss a single minute!

The fun actually begins Thursday, May 16 with a kickoff reception and awards ceremony to honor those who go above and beyond when it comes to honesty, integrity and dedication to safe and proper repairs.

“Our industry doesn’t have a true hall of fame, so this is the only way people of excellence will get recognized,” Hendler says.

CCA Executive Director Josh Kent agrees, “For us, it is very important that we recognize the men and women who put their heart and soul into this industry.”

There’s plenty more to be excited about on the show floor and in the classrooms, but you have to be there to reap the benefits that are

available!

“CCA and WMABA have put together a great and memorable experience for all the collision repairers who take the time to come and invest in themselves, their teams and the future of their businesses,” Hendler promises.

Register for SCC at southeastcollisionconference.com.

CCA and WMABA are grateful to the sponsors whose support is making SCC 2024 possible, including:

PLATINUM SPONSORS:

Autotality BASF

Blue Ridge Color Company

GOLD SPONSORS:

Lombard Equipment PPG

AkzoNobel

Axalta Colors Edge

Enterprise Mobility

AirPro Diagnostics

KECO Body Repair Products

LKQ/Elitek Vehicle Services

National Coatings & Supplies/ Single Source

SILVER SPONSORS:

asTech, driven by Repairify

Alloy Wheel Repair Specialists

Automotive Training Institute (ATI)

Autozone ALLDATA

Car ADAS Solutions

CAS of New England

Hunter Engineering

OEConnection

Opus IVS

Reliable Automotive Equipment

Sherwin Williams Automotive Finishes

EDUCATION AREA SPONSOR

Lombard Equipment

LUNCH AND LEARN SPONSOR

ADAS Solutions

Scenes from the 2023 Southeast Collision Conference. Attendees can expect more than twice the exhibition space at this year’s event!

S O U T H E A S T

C O L L I S I O N

M1

C O N F E R E N C E t H U R S D A Y 5 / 1 6 t H U R S D A Y 5 / 1

A Y

6 - 1 8

F R I D A Y , M a y 1 7

8:30am – 10:00am |

Greensboro Coliseum

GREENSBORO NORTH CAROLINA

Future-proof Your Shop: Tomorrow’s Success Starts with Today

Mike Anderson, Collision Advice

11:30am – 1:00pm | LUNCH & LEARN

Efficiency Unleashed: Rethinking Roles in Collision Repair

Michael Bradshaw of K&M Collision, Barry Dorn of Dorn's Body & Paint, and Kris Burton of Rosslyn Auto Body

2:00pm – 3:00pm | Option 1

The Critical Steps Involved to Achieve an OEM-Centric Calibration

Greg Peeters, CEO, Car ADAS Solutions

2:00pm – 3:00pm | Option 2

Building Value in Your Shop

Matt DiFrancesco, CExP™, Principal/Certified Exit Planner, High Lift Financial

4:30pm – 5:30pm | Option 1

Self Confidence: An advanced repair plan you can expand on

Danny Gredinberg, the DEG, and Kyle Motzkus, General Manager of Hunter Autobody and Missouri Autobody Association

4:30pm – 5:30pm | Option 2

Navigating the Challenges of Recruiting & Retaining Technicians

Jay Goninen, Co-Founder & President, WrenchWay

and even more happening on the tradeshow stage!

QUESTIONS OR INFORMATION: QUESTIONS OR INFORMATION:

Phone Phone

5 / 1 8

a t u r d a y 5 / 1 8

r a d e s h o w 9 a m

r a d e s h o w 9 a m

d u c a t i o n

S A T U R D A Y , M a y 1 8

8:30am – 9:30am | Option 1 100% Disassembly

Mike Anderson

8:30am – 9:30am | Option 2

: 3 0 a – 3 : 3 0 p

d u c a t i o n 8 : 3 0 a – 3 : 3 0 p

Do You Have Leaky Profit? Find Out Where Profit Leaks from Your Collision Center and How to Fill the Holes!

Taylor Moss, OEConnection

11:00am – 12:30pm | LUNCH & LEARN

FEATURING

Repairer to Repairer: RTA’s and PRI’s, The Process & the Shop’s Role Panelists: Adrian Mora, Collision Consumer Advocates, Billy Walkowiak, Collision Safety Consultants; Moderated by: Steve Krieps, WMABA Imm Past President / Collision Safety Consultants of WV

2:00pm – 3:30pm | Option 1

Nurturing the Goose That Laid the Golden Egg

Bruce Schronce, StrongLead’s Executive Partner and Leadership & Business Consultant

2:00pm – 3:30pm | Option 2

Increased Profitability through Proper Documentation: How communication, documentation and collision shop positioning must change in 2024 and beyond

Keith Manich, AMAM - Director of Collision Services, Automotive Training Institute

The 2024 Southeast Collision Conference is brought to you with generous support from the following sponsors:

PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

EDUCATION AREA SPONSOR

ADAS Aiming LLC

LUNCH & LEARN SPONSOR

2024 SCC EXHIBITORS:*

For over 30 years, Reliable Automotive Equipment has been the premier OEM Collision Repair equipment supplier.

State-of-the-art engineering, advanced manufacturing technologies, and modern materials have enabled this work station to rise above the rest.

CBR is made of pure carbon and carbon fiber-reinforced plastic components with an innovative honeycomb structure, making the tools stronger and lighter than ever before.

Advantages of CBR -

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PERFORMANCE STARTS

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3.STUD WELDING - Welds ground, threaded, stud and tool carrier bolts made of steel, stainless steel or aluminum up to 12 mm.

ALUMINUM KEYS SPR PULLING STUD WELDING

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THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW.

For Original BMW Parts, contact one of these authorized BMW centers:

BMW of Silver Spring 3211 Automobile Blvd

Silver Spring, MD 20904

866-737-8937

Direct: 301-890-3015

Fax: 301-890-3748

Email: wholesaless@mileone.com bmwofsilverspring.com

Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733

Fax: 301-423-2717 passportbmw.com

Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130

Direct: 804-527-6860

Fax: 804-965-6254

Email: tdailey@crownauto.com richmond-bmw.com

BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906

410-744-2000

Fax: 410-818-2600 bmwofcatonsville.com

©️2024

Audi dealers strive to make you an Audi Genuine Parts fan

• Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.

• Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

• Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.

• Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers. No other supplier comes close.

Helping you do business is our business. Order Audi Genuine Parts from these select dealers.

Audi Bethesda

5206 River Road

Bethesda, MD 20816

Parts Direct: 240.762.5636

Parts Fax: 301.718.1847

www.audibethesda.com

Audi Chantilly

14839 Stonecroft Center Ct.

Chantilly, VA 20151

703.956.2100

Fax: 703.956.2139

www.audichantilly.com

Rockville Audi 1125 Rockville Pike

Rockville, MD 20852

Parts Direct: 301.296.2870

Parts Fax: 301.762.5055

www.rockville-audi.com

Audi Silver Spring

3151 Automobile Boulevard

Silver Spring, MD 20904

844.413.6929

Parts Direct: 301.890.3015

Fax: 301.890.3748

Email: wholesaless@mileone.com

www.audisilverspringparts.com

INDUSTRY UPDATE

Redefining “Repair vs. Replace” with the new CBR Workstation

Like many collision repair procedures, dent repair has its advantages and shortcomings. While the promise of a repair that doesn’t require extensive bodywork is a benefit to shops, the time and effort sometimes required can make this service offering more trouble than it’s worth. But help is on the way. The Carbon CBR, available through Reliable Automotive Equipment, provides a complete solution for dent pulling that increases efficiency and repair accuracy, with considerably reduced effort.

The CBR is made from pure carbon and CFRP (carbon fiber reinforced plastic) components, resulting in tools and accessories that are incredibly strong and extremely lightweight to provide repairers

with ergonomic solutions to complete their repairs better, faster. Repairers can easily work alone to produce more accurate repairs with more flexibility in the repair process. Application of the pulling tools – especially when working overhead – is radically easier and absolutely fatigue-free compared to similar systems.

The CBR is an in-house development of CARBON GmbH, the leading expert in outer skin repairs. For nearly a decade, RAE and Carbon have formed a professional worldwide partnership.

Visit raeservice.com for more information on the CBR and to learn about available equipment, service, training and support.

Phone: 301-423-6930

Fax: 301-423-2965

You’ve

got the right tools, staff, technology and procedures to give your customers the best repair possible. The missing piece of the puzzle? Genuine Volkswagen

Alexandria Volkswagen 107 West Glebe Rd.

Alexandria, VA 22305

703-684-7007

Fax: 703-684-4138

e-mail: parts@alexandriavw.com

Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191

703-550-0205

Fax: 703-643-0081

Ourisman Volkswagen of Bethesda

5415 Butler Road

Bethesda,MD 20816

301-652-2452

Fax: 301-652-2589

e-mail: vwwholesale@ourisman.com

Fitzgerald Volkswagen 114 Baughmans Lane

Frederick, MD 21702

Toll Free: 800-545-4745

Fax: 877-696-1841

e-mail: parts@fitzmall.com www.fitzparts.com

Fitzgerald Volkswagen of Annapolis

34 Hudson Street

Annapolis, MD 21401

Phone: 410-224-4636

Fax: 410-224-4264 www.fitzmall.com

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd.

Laurel, MD 20724

Phone: 301-498-6050

Fax: 301-498-0157 www.laurelvolkswagen.com

Ourisman Volkswagen of Rockville

801 Rockville Pike

Rockville, MD 20852

Parts Direct: 301-340-7668

Toll Free: 855-417-4511

Fax: 240-499-2488

e-mail:

rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

Wholesale Parts

“Volkswagen“

Co-celebrating decades of creating chemistry between two industry leaders

Here’s to 241 years of combined service excellence

This year, as Albert Kemperle Inc. celebrates its 83rd anniversary, BASF also celebrates its 158th anniversary. We are proud of our decades of partnership with BASF and years of serving the auto paint and body industry together. Kemperle’s founders would be proud of this relationship and the growth their company has experienced because of it.

Today, as we look forward to many more decades of service to our customers, we find ourselves filled with gratitude. The creativity, hard work, and sense of responsibility of the people working for our two companies have made us what we are today.

Thank you for your many years of loyalty.

626 E. Elizabeth Ave., Linden, NJ 07036

Madison Ave., Paterson, NJ 07524

631 Clifton Ave., Toms River, NJ 08753

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COVER STORY WHERE DO THE INSURERS RANK?

WMABA’S 2024 SHOPS RATE INSURERS SURVEY RESULTS!

When collision repair professionals come together to discuss the challenges they face every day in their shops, “dealing with insurers” is certainly a regular topic.

Not all insurance companies are created equal, and knowing more about insurer marketplace conduct can help shops better navigate their own relationships and possibly assist in conversations with customers about the specific issues that may arise with their carrier.

As part of its ongoing efforts to create and provide consumer-driven resources, tools and information to help the collision repair industry at-large, WMABA launched its third bi-annual Shops Rate Insurers Survey earlier this year in an effort to understand how claims are being handled in the Mid-Atlantic region.

“The Survey is intended to be an informational resource, anecdotal results a shop can review or share with their customers,” explains WMABA Executive Director Jordan Hendler. “We surveyed our entire membership region, and while this survey doesn’t get the participation we want for it to be statistically valid, we believe this is useful to get people thinking and to start a conversation.”

WMABA debuted its Shops Rate Insurers Survey in December 2018 with another in 2022, and comparing results from the second iteration of the survey offered an opportunity to examine emerging trends among insurers. Analyzing responses for the third time provides insight into insurer practices, which can only become clearer over time as shops review what changes and what remains the same each time the survey is distributed. (Results from the 2022 Survey can be found in the May 2022 issue of Hammer & Dolly, available at bit.ly/SRI-22, and 2018 results can be found in the May 2019 edition, available at bit.ly/SRI-19)

Using a score of 1 to 5, with 1 being the lowest and 5 being the highest, survey participants were asked to anonymously rate the behavior of 22 insurance companies in several categories: shop relations/claims handling, customer experience, insurer knowledge base, overall fairness and insurer payment for proper procedures.

For the third time in a row, Erie Auto Insurance ranked first among the 22 insurers with a combined score of 21.09 out of 25, while Amica once again came in second with a combined score of 15.5. Erie consistently ranks first in all survey categories, while Amica maintained the second-place position it earned last time around in all categories except claims handling. Here, Nationwide proved they really are “on your side” by snagging the number two spot; this seems to indicate a positive trend for the insurer that took third place in every other category in addition to scoring the bronze medal overall, showing significant improvement from its 12th place ranking in 2019 and fifth place in 2022.

Consistency was also evident in the insurers that received shops’ lowest scores this year, with Allstate again ranking 22nd with a score of 9.59 (actually an improvement from its previous score of 9.37), while Liberty Mutual came in 21st, just like in 2022, with an overall score of 9.76. They were ranked the bottom two

in claims handling, customer experience and overall fairness, though Country Financial and MAPFRE bumped them out of the worst place prize for insurer knowledge. MAPFRE also edged them out as “the worst” when it comes to payment for proper procedures. So, it’s no surprise that MAPFRE’s score of 10.42 caused the insurer to slip 13 spots, from seventh last

year to 20th, showing the largest decrease (3.43) in overall score among all insurers.

On the opposing side, Berkshire Hathaway (GEICO) jumped the most, moving from the 18th position all the way to the eighth, and increasing their score by 2.11. The only other insurers to improve their overall scores since the 2022 survey were State Farm,

CHASIDY RAE SISK

Auto-Owners Insurance Group and The Hartford, with increases of 1.25, 0.6 and 0.49 respectively. In fact, 15 of the 22 rated insurers saw decreases in their overall scores, but while Progressive’s score of 11.93 remained stagnant, the negative changes to other companies allowed them to “Flo” from the 15th to the 11th position.

SHOP RELATIONS - CLAIMS HANDLING

On a scale from 1-5 (1 the lowest, 5 the highest), how would you rate the insurer on communications, professionalism and handling of claims processes?

CUSTOMER EXPERIENCE

Weighted Average

On a scale from 1-5 (1 the lowest, 5 the highest), how would you rate the insurer on your perception of the customer experience with the claims process, such as how informed they are/knowledgeable of their policy or having to negotiate the repair?

Weighted Average

Consistency shows among certain companies.

COVER STORY

Several respondents utilized the comments section to vent their frustrations about insurer delays, lack of knowledge and various tactics used to under-indemnify and harm consumers. Here are some highlights:

“Big name companies deliver elevator music and lots of hoops to jump through instead of personal service.”

“No insurance company is keeping up with the materials cost reimbursement. We moved to invoices, and they still do not want to pay the complete amount.”

“I have been dealing with insurance companies for over 30 years now. Most have consistently chopped down carefully written estimates to get the better shops like us to refuse to deal with the companies of lower standards. This is one way they feed their direct repair shops. The extra admin costs associated with pointing out obvious things a second time incentivises us to avoid companies that cause admin burdens with lies about their claims of the local hourly rates.”

“Carriers are continuing to ignore logic and the requirements of modern vehicles. They charge a huge premium to insure people, and the claims side refuses to indemnify the policyholder or claimant.”

“Insurers’ knowledge is a huge problem. Field appraisers are not accessing service procedures and believe the estimating databases are correct and undisputable regarding procedures and labor times.”

“I would like the insurance commissioner to know how long these insurance companies take to respond to supplement approval and payments and would like to have them change it to a 24-hour to 48-hour response time.

Due to insurance delays and part delays, customers and shops are taking the heat and loss of time and money.”

“The companies doing the most advertising intentionally underperform at shops of high standards, creating a tension for shops of high standards to want to refuse the extra admin burden required to get those providers of low standards to see and pay fairly for damage noted on well-written estimates.”

“Our customers like the fact that we don’t fix cars the same way companies of low standards write estimates and handle phone calls. When bad companies are called by body shops and/or claimants, the bad ones automatically switch you to elevator music and often drop calls after keeping the claimant or shop unnecessarily on hold for long periods of time. These same companies do not do this to their lower priced direct repair shops. They do this in hopes of incentivizing better shops to refuse to work for claimants covered by greed-driven companies. Dealing with flagrantly greed-driven companies is the ugliest part of our job and the ugliest treatment we see our customers have to face as innocent victims. These rude and unprofessional practices have become the norm in most of the automotive insurance industry today.”

“We have problems with all insurers anymore, but the big insurers are stooping to even lower lows than ever before.”

A glance at the categories individually revealed some interesting data points as well. While the best and the worst insurers remain fairly consistent throughout all questions asked, there’s a lot more variance among those ranked in the middle of the field, largely driven by those with the biggest fluctuations in their overall scores.

When it comes to claims handling, GEICO’s score of 2.88 ranked them eighth in 2024, compared to 18th in 2022, while MetLife’s claims handling practices degraded, taking them from seventh place in 2019 and 2022 down to 16th this year. GEICO was joined by Auto-Owners Insurance Group in moving up nine spots in the customer experience rating, while MAPFRE dropped nine positions from number eight to 17. GEICO also enjoyed the most improvement in insurer knowledge (eight spots), overall fairness (10 spots) and payment for proper procedures (moving from 19th to eighth). MAPFRE fell 17 spots in the insurer knowledge category, 14 in overall fairness and 16 in payment for proper procedures.

The data collected in the Shops Rate Insurers Surveys provides a good resource for consumers seeking more knowledge about these carriers and their practices, and survey results are an effective tool for starting conversations with customers who can also use the information to help them in the policy-buying process. WMABA anticipates that the information collected on nearly two dozen carriers will also be beneficial when approaching consumer protection agencies regarding inappropriate insurer behaviors in the future.

By identifying the specific market tactics individual insurers use in their market, WMABA plans to use the information to demonstrate the repair industry’s perceptions about those practices to carriers and intends to engage in meaningful dialogue that will hopefully improve shops’ relationships with local carriers. H&D

*This survey is not considered statistically valid and is for informational purposes only. WMABA hopes future participation increases to show more relevant market data that is statistically relevant.

INSURER KNOWLEDGE-BASE

On a scale from 1-5 (1 the lowest, 5 the highest), how would you rate the insurer on their knowledge of repair procedures, and accuracy of their estimates for repair?

OVERALL FAIRNESS

On a scale from 1-5 (1 the lowest, 5 the highest), how would you rate the insurer on your perception of fairness of the overall process dealing with the particular company and their personnel?

INSURER PAYMENT FOR PROPER PROCEDURES

On a scale from 1-5 (1 the lowest, 5 the highest), how would you rate the insurer on their payment for recommended, required or proper repair procedures deemed necessary to bring vehicle to OEM specifications?

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ADVICE INDUSTRY ASK MIKE:

What Should Today’s Work Authorization Forms Look Like?

This month, we “ASK MIKE” to share his thoughts on what should be included in a work authorization form. We at Hammer & Dolly hope you find the following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a future issue.

Hammer & Dolly: With so many changes hitting the industry these days in terms of technology and marketplace trends, now is a good time for shops to make sure their work authorization forms include everything necessary to perform a repair in 2024. What should a good work authorization look like?

Mike Anderson: Number one, we need to think beyond just the work authorization. There are certain things we need to communicate to a customer before they even drop off their vehicle. When I had my shops, we’d typically tell the customer to have a full tank of gas and to bring their locking wheel lug key if they had one. You didn’t want to be working on the car and suddenly be unable to get the wheel off. Back then, it wasn’t uncommon to disconnect the radio, so you’d need a radio code. We would ask the customer these things before drop-off. The authorization form in those days basically said, ‘Hey, we’re going to work on your car. Do we have your permission to do the repairs?’ Back in the day, we even used a Direction to Pay form. Today, things are much more complicated.

When a vehicle needs an ADAS calibration, the manufacturer will say 99.99 percent of the time that the vehicle needs a full tank of gas to do a proper calibration or even a suspension alignment. I know of a shop that did a calibration on a customer’s vehicle and filled it up with gas. When the customer came to get the vehicle and noticed it had more gas than before, they asked the shop which kind of gas was added. It turned out that the shop didn’t add the type of gas the customer wanted. The shop had to drain out all that fuel and replace the fuel pump. That’s why it’s important to tell the customer to bring in their vehicle with a full tank of gas.

Every technician out there has probably cursed the day when they had to work on the rear of a vehicle, took off a back bumper and found a bunch of the customer’s personal belongings in there. It’s a pain to remove all that out of the vehicle and store it. That’s something else that needs to be communicated to the customer before the repair. In some cases, the vehicle may have a ceramic coating for paint protection. We may need to know that when we write the repair plan. All those things need to be discussed with the customer before the authorization.

Now back to the authorization form. There’s no magic answer that says, ‘This is the perfect authorization form,’ because they can vary a lot today based on state laws. We may need to have a written authorization to use non-OEM parts. Another form may need to say that we need to perform a test drive to achieve set conditions for calibrations and that we’ll need to perform diagnostic scans and then share that data with a third-party payer. Some state laws say that you need an authorization to disassemble the vehicle and then a second one to begin the repairs. If you use texting to contact the customer, you need to have their authorization to either opt in or opt out. I’m not an attorney by any means, but I know some

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shops that have their customers sign a hold harmless agreement or a Power of Attorney form. If you have an authorization form, you should really think through all those scenarios and have it reviewed by your attorney. We’re not in the ‘old days’ anymore.

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WMABA or the Society of Collision Repair Specialists (SCRS) can provide some clarity on by reaching out to the right people.

Here’s something else regarding test drives. Every year when I had my shops, I would submit my employees’ driver’s licenses and a copy of their driving records to my business insurance carrier. Maybe you have an employee who has a DUI or too many tickets. They may not be covered to test drive a customer’s vehicle.

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H&D: It seems to me that a shop could end up having to draft a different work authorization form for every vehicle that shows up.

MA: You absolutely need to think about that. We live in such a litigious society today.

H&D: It’s interesting that you mentioned state laws, as it’s not uncommon these days for a shop to repair a vehicle for a customer who lives in another state. What are your thoughts on what shops should do with authorization forms when they have an out-of-state customer?

MA: That’s a great question. When I had my shops in Virginia, we had customers from Maryland and DC. Again, those laws can vary. I’d say it’s important to check with state officials – whether it’s the insurance commissioner’s office or another entity – regarding whether the work authorization form applies to the state the vehicle is being repaired in or the state where the policy was written. That may be something that

Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com). H&D

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