Filing, evaluating and approving an insurance claim can be a major bottleneck during a truck repair. Though a slow claim approval process doesn’t benefit anyone, poor communication and data transfer between insurance companies and service shops in getting an estimate submitted and accepted can generate delays that cost end users money and frustrate everyone involved.
Possibly the most annoying aspect of these delays are where they originate. During a panel discussion Wednesday at the 2023 HD Repair Forum, insurance professionals shared how service providers failing to take and submit high-quality images to an insurance company can drive large delays into the claims process. Though photographic technology has never been better, the insurance professionals say far too many garages continue to struggle to submit photos that can quickly confirm a vehicle’s damage and move a claim forward.
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Below are five tips from the panelists on how service shops and their technicians can reduce photo-related claim delays.
The insurance professionals say far too often they see estimates delayed on arrival because a shop will not send enough images to move the claim along in their system. Michael Brown with Great American Insurance Group says his business has a standard set of photos it requests from service partners for all repairs events and a slightly larger set of images for vehicles being totaled. He says the lists were created specifically to speed up the claims process. Each requirement addresses a need from the insurer’s side.
Tom Farney with National General, an Allstate Company, admits estimates completed through photos aren’t as thorough as an on-site inspections but says photo-based estimates are the future of the industry. Kelly Reich with Federated Insurance also notes shops shouldn’t only submit close-up or zoomed pics. Insurers want wide-shot and straight on images as well.
