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Finding Common Ground

Several years ago, a study was funded by a collision repair group and several industry suppliers. They sought to identify and quantify repairers' perspectives on one of the most hotly debated claim programs of our time: DRP.

By Michael Condon | Updated on June 01, 2010
Several years ago, the late Beryl Carlew presented the results of his year-long study of direct repair programs (DRP) to the Collision Industry Conference. The study, Commitment to Excellence in DRP, was funded by a collision repair group and several enlightened industry suppliers. They sought to identify and quantify repairers’ perspectives on one of the most hotly debated claim programs of our time: DRP.

The study involved all-day meetings with more than 350 repairers from the U.S. and Canada, and included an analysis of DRP in general, a frank review of specific insurer programs, and a summary of how the participants felt DRP processes could be modified to improve relationships, efficiencies, and customer service.

Whether or not the study had much impact on DRP programs is debatable, but the study remains a thought leadership piece that was likely ahead of its time. Elements of the study’s recommendations can be found in most honest discussions of DRP, and some insurers may have modified their programs to address some of the issues noted as specific to their programs.

In 2009, one of the enlightened suppliers involved in the Carlew study stepped up and sponsored an equally provocative research study, this time focusing on how senior claim personnel view the collision inter-industry. Titled Finding Common Ground: A Claims Perspective, the study sought to identify industry issues whereby repairers, suppliers, and insurers would be able to collaborate and move beyond the never-ending contentious debate around DRP, steering, and other difficult business issues.

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