Infiniti USA also released several position statements on specific resets, calibrations, initializations, inspections and replacement guidelines related to safety systems, convenience systems, as well as structural component and safety items guidelines, when handling Infiniti vehicles in the collision repair process.

GM's take on scanning

The GM position statement states that pre-and post-repair scanning of all collision damage repair vehicles must be performed. The automaker requires a pre-repair scan “during the repair estimation in order to identify the required repairs” and a post-repair scan “in order to verify that the faults have been repaired and new faults have not been introduced during the course of repairs.”

The document also notes the requirement for “calibration and/or learns” when replacing various safety and security-related components, sensors and control modules. Reference is made to the available GM repair procedures that must be adhered to when repairing these systems.

Mercedes Benz sees value in scans

The MBUSA document also spells out the importance of pre- and post-repair scanning of vehicles involved in a collision repair. On pre-repair scanning, Mercedes takes the position: “Pre-repair scanning and diagnosis of the vehicle is highly recommended.” While pre-repair scanning is a recommendation, post-repair scanning and diagnosis is necessary with a collision repair according to the position. MBUSA includes Mercedes-Benz 1996 and newer vehicles in the position statement.

Mercedes notes the requirement of “calibration, normalization or coding” of many of the safety and assist systems “that may have been activated during a collision.” Mercedes stresses updated OEM repair procedures or instructions be consulted as part of the collision repair process.

The OEM diagnostic scanning position statements for these and other manufacturers may be found at www.oempositions.com.

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The importance of diagnostic scanning

The recommendation or requirement of pre- and post-repair scanning is not some arbitrary suggestion, it is a real concern with the primary objective of safe and properly repaired vehicles.

According to MBUSA, “During a collision, some of the vehicle's sensors could sustain damage internally or in a manner in which failure is not evident to the driver of the vehicle.”

GM says: “Even minor body damage or glass replacement may result in damage to one or more safety-related systems on the vehicle. Any action that results in loss of battery-supplied voltage and disconnection of electrical circuits requires that the vehicle is subsequently tested to ensure proper electrical function.”

Safety issue

Honda's statement focuses on similar concerns: “The mechanical forces encountered in a collision can damage electrical circuits and components in ways that are not easily diagnosed with visual inspection methods.”

Infiniti's and Nissan's position highlights a sentiment which can be shared by insurers and repairs alike: “The safety of our customers is our number one priority, and we believe these pre- and post-repair scans are more and more integral to a safe, quality repair.”

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What automakers state in their scanning positions is much more than a commentary on their own vehicles, the message may be appropriately carried over to other vehicle makes and models regardless of whether a scan position statement has been released by a particular manufacturer.

(Photo: Shutterstock)

New challenges for 2017

With the rapid implementation of pre- and post-repair scanning, 2017 will be a year of first results. While there are additional claims costs associated with the procedures, these costs should be offset by significant returns that will help circumvent repair surprises and customer comebacks.

The additional claims costs associated with scanning have been met, in some cases with an attempt to commoditize the procedures to the lowest cost option or the lowest bid provider. Inferior tools and untrained technicians are being deployed to meet with and capitalize on the new post-collision scanning standards. Insurers should be wary.

Without a qualified automotive diagnostic technician to read and interpret the data, the potential is great for misdiagnosis, which can often lead to unnecessary parts replacement or incomplete repairs. The irony of the lower cost option is that that it isn't always the lower cost option to the customer, with some shops billing as much or more than those with advanced level tools and qualified technicians.

Some scan results can be misleading

The phrase “Scan and Clear Codes” showing up on more estimates is somewhat of a misnomer. When a repairer scans and clears “all codes,” that statement should be properly qualified. The lower-end aftermarket (A/M) scan tools will not always see all the control modules and identify “all” the codes that a higher quality A/M scan tool would.

An OEM factory level scan tool can reveal trouble codes that were missed by even some of the most advanced and popular A/M tools. This is especially true with the newer model vehicles where A/M tool capability is constantly playing catch up. Accordingly, some pre- and post-repair scan results can be misleading and contrary to the premise of restoring vehicle functionality to the level established by the OEMs.

Although A/M scan tools may not have access to all of the vehicle data and special tests of the “gold standard” OEM scan tools, there are advanced level A/M tools that are continually closing the equivalency gap with the OEM counterparts. An advanced level A/M scan tool can be a viable option for a majority of the vehicles and repair situations in many body shops.

Technician counts

Insurers should realize, it's not just the tool but the technician that counts. Some shops have invested in a costly A/M scan tool which is typically cited to justify the charges. However, with no investment in a trained technician or OEM service information, the shop's in-house program falls substantially short, such as having a respectable A/M scan tool operated by an untrained employee.

An assessment of in-house diagnostic programs at some shops has found an increasing number opting for an A/M scan tool operated by office personnel with code interpretation and troubleshooting limited to web browser searches. While it is perfectly acceptable to “ask Alexa” for the latest recipe for pasta primavera, the core source of a shop's diagnostic and service information should not be the result of web surfing.

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It is not unusual to see repairers simply scanning and indiscriminately clearing codes. Some repairers believe this is all that is necessary. “Scan and clear codes” describes only a portion of the job of complying with the automaker position statements. Auto body shops are omitting requisite procedures which are typically much more important than clearing a handful of non-active codes. Insurers are making allowances to comply with the recent OEM positions yet repairers are not always fully compliant. When safety protocols are only partially met, all parties can be placed in harm's way.

Getting what you pay for

The industry should not be satisfied with one line explanations of “Scan for Codes” or “Health Scan.” A higher standard of reporting may be merited with the identification of the scan tool, the technician's name, certification and/or skill level of the technician along with proper documentation of scan results, and actions taken with an emphasis on full compliance with the OEM position where applicable.

Now that the insurance industry realizes that diagnostic scanning allowances are a necessary inclusion in automobile damage estimates, it is time for insurers to be diligent about getting what they pay for by defining a higher standard and seeing that repairers adhere to it. Insurers should work with shops to seek some balance with solutions that are cost-effective yet not inferior to the overall process of restoring the vehicle to the industry accepted standards. Pre- and post-repair scan allowances should be supported with the proper documentation of scan results and itemized explanations of services rendered, which serves to protect the insurer, repairer and consumer alike.

Gene Bilobram ([email protected]) of Lacey Appraisal Service Inc., has been an automobile physical damage appraiser for more than 25 years. He provides training and serves as a diagnostic scanning and new technology advisor to the Automotive Management Institute.