Navigating Claims: New Tools for Shop Owners in a Complex Market
Navigating today's claims processes has evolved significantly, with increased complexity reflected in both modern vehicles and the claims environment. The Alliance of Automotive Service Providers of New Jersey (AASP/NJ) recently convened a meeting titled "New Rules, New Tools: A Shop Owner’s Playbook to Win in Today’s Market." Held at the Holiday Inn in Clark, it gathered industry professionals to discuss strategies for managing contemporary claims scenarios.
Discussions led by AASP/NJ President Ken Miller, board member Dennis Cataldo Jr., and collision chairman Jerry McNee highlighted essential tools such as the right to appraisal (RTA), assignment of proceeds, and small claims court. Miller pointed out the role repairers play in negotiating on behalf of customers without their awareness, emphasizing a shift towards customer involvement in the claims process.
"The new way of settling claims has to involve the customer in their own claim," Miller stated. He argued for increased transparency, suggesting that greater customer insight could reduce insurer manipulations during settlements.
AASP/NJ emphasized the significance of reporting issues with insurer practices to the New Jersey Department of Banking and Insurance (NJDOBI). They encouraged repairers to forward complaints to a dedicated email to build a comprehensive documentation trail for ongoing discussions with the department.
Miller also noted the impact of the rising trend towards total loss determinations by insurers, resulting in fewer repairable vehicles. He stressed the necessity for repair shops to receive adequate compensation to ensure sustainability. Cataldo advocated for transparent communication with customers, especially when there's a disparity between repair costs and insurance reimbursements.
By involving customers and providing thorough documentation before claim settlements, shops can ensure customer support when insurers interact. In conjunction with these developments, the Specialty Equipment Market Association (SEMA) announced the results of its 2026-2027 board of directors election. These positions guide SEMA in representing various membership categories such as manufacturers and service providers.
The ongoing professional development in the automotive sector is further underscored by initiatives like an upcoming webinar focusing on Advanced Driver Assistance Systems (ADAS) calibration issues and a thematic conference highlighting excellence within the industry. Additionally, the sector celebrates leadership and innovation through awards like those presented at the SEMA Leaders & Legends Gala, recognizing figures who have contributed significantly to the industry's progression.