View this article online: https://www.claimsjournal.com/news/national/2004/11/08/47508.htm
How does one know if they are choosing a quality body shop after an accident?
Allstate Insurance Company thinks it knows, and has just taken a new step toward helping ensure its customers are getting just that. Part of a program Allstate hopes will drive body shops to compete aggressively with each other to provide the best customer service and repair quality, the second largest auto insurer in the nation has begun ranking repair facilities.
Beginning this month, Allstate has begun ranking body shops that participate in its direct repair program based on criteria including overall customer service, repair quality, estimate accuracy and repair time.
Each month, participating body shops will get a report showing their individual results and their standing compared to other participating body shops in the same market. Allstate says shops that demonstrate the highest levels of repair quality, customer service, estimate accuracy and repair time will be rewarded by receiving a greater number of recommendations to Allstate’s customers, – potentially boosting their repair business. Body shops that demonstrate sub-par performance could receive fewer referrals and could be removed from Allstate’s program.
“This is another way Allstate is delivering first-class claims service,” said Jim Murray, Allstate assistant vice-president for claims. “Allstate wants to reward those shops that are doing the best work for our customers and we want to connect more of our customers with the shops delivering the best combination of quality and service.”
More than 3,200 auto body shops around the country participate in Allstate Insurance Company’s direct repair program (DRP). The DRP includes repair facilities from across the country that have agreed to provide repairs to Allstate insurance customers and claimants. Many consumers reportedly never realize the DRP program exists, but the program allows Allstate to provide recommendations to customers and claimants after an accident and helps speed up the claims process by giving the customer a one-stop-shop for estimates and repairs that Allstate guarantees.
Allstate’s new body shop ranking and customer recommendation program is part of an overall enhancement of the company’s direct repair program. Other components of the new, redesigned program include expanded quality inspections of completed repairs, stronger environmental requirements for participating body shops and greater emphasis on new technology training.
Allstate said it will continue to honor any customer or claimant’s choice of repair facility. According to Allstate, ranking body shops strengthens the power of its referral program for those customers that request help in choosing a repair facility.