SCA Vice President of Client Services Phil Langley recently participated in a panel of industry experts discussing the issue of supplements in the collision repair process.
Langley said that after working with hundreds of insurance companies and thousands of shops, each with their own processes, some standardization across the industry would help.
“We’re caught in the middle most times on the supplement process,” he said. “We don’t get paid in general to write supplements. When we have to come back, that’s a cost. It’s factored into our cost of doing business, but when there’s no documentation, or if we can’t find the vehicle or there’s nobody there to walk through the vehicle with us, we almost have to start over.
“The industry really can benefit from better photos from everybody who’s taking the photos… The documentation and the justification is really the best practice that…covers everything, and then you can give out the details when we show up.”
SCA, with more than 40 years of experience in the claims management industry, a nationwide roster of trained and knowledgeable appraisers, and a robust centralized Quality Control division, regularly scores among the industry’s best-performing firms in the percentage of claims requiring a supplement, per CCC quarterly statistics.
For more on the panel discussion on this topic, check out the article by Autobody News: