If you've ever been in
an auto accident, you know that there are many bumps in the road before
the end of the claim: You've got to arrange for a tow, obtain repair
estimates, choose a body shop and secure a rental car. You deal with
delays when parts aren't available, body shops are booked or insurance
adjusters and auto repairers can't agree on the cost of damage done to
your car. You deal with the claims process and paperwork. And you
become very familiar, perhaps for the first time, with your auto insurance policy.
If it drives you mad, you're not alone: One in five people consider
switching auto insurers after experiencing the collision claims
process, according to a 2006 "Collision Repair Satisfaction Study" by
J.D. Power and Associates.
The goal of DRPs is to improve customer satisfaction, reduce repair time and manage costs and reduce fraud for auto insurers.
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Car Insurance companies
have tried to lessen the inconvenience of collision repair with direct
repair programs (DRPs), which eliminate a lot of work on your part. The
goal of DRPs is to improve customer satisfaction, reduce repair time
and manage costs and reduce fraud for auto insurers.
Through networks of designated repair shops, insurers seek to gain
control of repair standards and pricing, and provide a speedy, seamless
collision claims process to customers. The DRP repair facility often
acts as the claims adjuster, reducing bickering and delays. While DRPs
have grown by leaps and bounds in past years, your insurer may not have
one available in your area.
In exchange for a continuous flow of work, DRP repair shops agree to
discount their services so that insurers can keep their costs down.
First and foremost, remember that your auto insurer can't require
you to go to a certain auto body shop for collision repairs. States
have "anti-steering" laws to prevent this. However, the body shop of
your choice will have to come to an agreement with the insurance
adjuster on the repair estimate and final costs.
Know your policy before you head off for repairs. If your damage cost
is less than your deductible, you'll be paying the whole bill youself.
Amica's Repair Assistance Program (RAP)
Amica scored highest among insurers in
satisfaction among customers in the collision-repair process, according
to the J.D. Power study. Amica currently has 685 RAP facilities and is
adding more. Repair shops that are part of Amica's network pass
pre-screening evaluations for state-of-the-art equipment and technician
training. Locations have rental cars available in-house or nearby and
will provide door-to-door service at a policyholder's request. Towing
is also available.
Amica scored 821 out of 1,000 index points to
earn the top spot in satisfaction. Other insurers who scored highest
were Erie Insurance, State Farm and USAA.
Allstate's Sterling and PRO
Allstate's purchase of Sterling collision
centers in 2001 gave it a network of body shops that now number 60
locations in 15 states.
Allstate customers who chose a Sterling shop for crash repairs get free
vehicle pick up and delivery, rental car arrangements, regular updates
on the repair progress, and a lifetime guarantee on parts and
workmanship.
For Allstate customers not near a Sterling
facility, Allstate offers a Priority Repair Option (PRO). This is a
network of 4,500 independent repair shops recommended by Allstate that
offer vehicle pick-up and delivery and the lifetime guarantee of
workmanship. The shops provide the estimates and perform the repairs so
there's no need for a separate insurance adjuster estimate.
GEICO's Auto Repair Xpress
GEICO customers can choose to meet with GEICO
adjusters at designated repair facilties and leave in rental from
Enterprise Rent-a-Car. The GEICO adjuster facilitates the repair
process, updates the customer, and inspects the repairs. Customers then
return to the shop to drop off the rental and pick up the repaired car.
GEICO guarantees the repairs.
Progressive's Concierge Level
Progressive's "concierge level" of claims
service starts at one of more than 50 Service Centers for Progressive
customers or anyone who has been in an accident with a Progressive
customer (known as a third-party claimant). Drivers who chose a
Progressive Service Center drop of their damaged vehicle and leave in a
rental car. Progressive claims representatives do the estimate and
contact an auto body shop, which transports the vehicle from the
Service Center to the repair shop.
When the work is done, the vehicle is returned to the Service Center
where repairs are inspected. Progrssive then contacts the customer, who
returns to inspect the repairs, too. Progressive guarantees all repairs.
In addition, "Total Loss Concierge," available
in 26 states, provides extra help to customers whose vehicles must be
totaled, including finding a replacement vehicle and arranging for
financing.
State Farm Select Service
State Farm's designated repair facilities offer
a guaranteed completion date for repairs, washing and vacuuming of the
vehicle, and pickup and delivery of the vehicle. All work has a
lifetime guarantee. |
