thoughts from the shop
How to Keep Every Repair
by David A. Casey
In the last issue, I wrote about the ways that a repair could be taken from a company with misinformation. But, if you understand the repairer’s rights and the policyholder’s rights and articulate the facts to any network customer service representative (CSR), then your company should not lose any repairs for bogus reasons.
In an effort to make it easier for repairers to deal with the CSRs and give you some ideas of how to gain approval for a repair through a network without conflict or stress, here are some script examples for situations you’re likely to encounter.
Read the Script
First of all, when you take the original call from the vehicle owner, go ahead and qualify the damage to determine that it is repairable and set the appointment with the motorist. Let him or her know that you will contact the insurance company for billing after you inspect the damage personally and confirm that it is repairable.
Here are the four most common mis-statements by CSRs with the appropriate response for the repair technician.
CSR mis-statement #1: Your company is not on our list of approved vendors.
Technician response: There is no exclusive “list” of repairers that can provide repairs to your policyholders. As long as I am the choice of the policyholder, and my price is competitive to your guidelines, you should approve me for this repair job. Or, if you prefer, you can add me to your “list” right now.
CSR mis-statement #2: We can’t honor the guarantees of this company because they are not on our list.
Technician response: It is always the responsibility of the repair company to provide, and honor, its guarantee.
It is not up to the network to honor anyone’s guarantee. As a matter of fact, I am a local company and easy to find, while this CSR is in another state and won’t give you her/his last name.
CSR mis-statement #3: We have a great group of companies that do this kind of work for us; why don’t you let me contact one of them for our policyholder?
Technician response: As I told you, your policyholder has chosen my company to do the repair so you won’t need to contact another company for this repair.
CSR mis-statement #4: You may have to pay extra to use this company if it doesn’t subscribe to our guidelines.
Technician response: Actually you won’t have to pay anything at all. My pricing falls within your insurance company’s guidelines. It sets the price and we have agreed to it.
The Bottom Line
Here’s the kicker, the final bottom line repair technician statement if the CSR continues to resist approval.
“Kathy (CSR name) the insurance reform laws of the state of Nevada state that the policyholder may use the repair facility of his or her choice, as long as the price is competitive, and that the insurance company cannot dictate which repair facility the policyholder must use.
“If you are not familiar with these laws that protect the consumer, please put one of your supervisors on the telephone so that they can handle this and your policyholder will be taken care of as soon as possible. If you won’t let me speak to a supervisor, you will leave me no choice but to make my next call to the Nevada state insurance commissioner so that I can file a formal complaint against your company, the insurance company that you represent and you personally.”
Of course, you have to know what the law is in your state. But, you get the idea.
Dave Casey is president of SuperGlass Windshield Repair Inc. in Orlando, Fla.
© Copyright 2006 Key Communications Inc. All rights reserved. No reproduction of any type without expressed written permission.