Why Insurance Scorecards Matter

Insurance scorecards are like a roadmap to better performance in areas such as claims handling, customer experience, and regulatory compliance. Following this roadmap leads to better business outcomes and happier customers for everyone involved!

Key Benefits of High Scores

DRP Status and Volume

• More Referrals: High scores can bring in more referrals from insurers.
• Increased Repair Jobs: More jobs mean more revenue.
• Preferential Treatment: Fewer estimate audits and smoother operations.

Payment Speed and Dispute Reduction

• Faster Payments: Better scores can speed up the payment process.
• Reduced Disputes: Accurate estimates and documentation minimize back-and-forth over supplements and approvals.

Negotiating Leverage

• Negotiations: Strong performance gives you leverage to negotiate better terms on your estimates and for CSN as a network.
• Justify Reimbursements: High scores can help reduce disagreements on estimate lines like “not-included” operations. Over time, image desks will learn to trust you, which can help increase your score through reduced supplements and increased Touch Time.

Marketing Advantage

• Top-Tier Provider: High scores can position your shop as a preferred provider.
• Consumer Trust: Builds trust if insurers promote your shop.

Internal Performance Tracking

• Identify Inefficiencies: Scorecards reveal areas like excessive cycle time and high supplement frequency.
• Improve Operations: Helps tighten repair planning, invest in training, and reduce costs.

Improving Your Scorecard Performance

Here’s a high-level game plan to boost your performance on insurance scorecards:

Cycle Time and Touch Time

• Why It Matters: Insurers prefer fast, efficient repairs.
• How to Improve:
  • Ensure all parts are on-site before the vehicle arrives.
  • Blueprint repairs early to catch everything upfront.
  • Schedule realistically and bring in jobs when ready.
  • Use standard operating procedures (SOPs) to reduce downtime.
  • Track and solve bottlenecks in your shop.

Supplements / Estimate Accuracy

• Why It Matters: Numerous supplements are time-consuming and difficult to manage for the shop and the insurer.
• How to Improve:
  • Conduct thorough teardowns before initial estimates when allowed and when it makes sense to do so.
  • Use AI estimating tools or advanced photo estimating.
  • Train estimators to anticipate insurer questions.
  • Use OEM procedures and other documentation to back up repairs.

Severity (Average Repair Cost)

• Why It Matters: Insurers compare your average cost to others, but shops need to ensure they are billing for all allowable operations. Conflicts may arise because of these opposing goals, but there are ways to reduce this.
• How to Improve:
  • Justify every line on your estimates with OEM procedures.
  • Review estimates before submission, ensuring photos are labeled, line remarks are added, and guidelines are adhered to.
  • Conduct a severity audit of recent jobs.
  • Avoid unnecessary charges and follow insurer guidelines.

Customer Satisfaction Index (CSI)

• Why It Matters: Happy customers lead to positive surveys and reviews.
• How to Improve:
  • Communicate proactively and provide updates.
  • Train staff to explain repairs and timelines clearly.
  • Ensure smooth vehicle drop-off and pick-up.
  • Deliver cars clean and quality checked.
  • Follow up after delivery and show appreciation.

Scorecard Monitoring & Accountability

• Why It Matters: What gets measured gets managed.
• How to Improve:
  • Assign a team lead to review metrics monthly.
  • Hold weekly huddles to discuss performance.
  • Celebrate small improvements to motivate your team!

Communication with Adjusters / Appraisers /Customers

• Why It Matters: Lack of updates can hurt your scores.
• How to Improve:
  • Set SOPs to send insurer and customer updates every regularly.
  • Assign a DRP coordinator for each insurer.
  • Respond to insurer requests within one business day.

Bonus Tip: Relationship with Insurance Reps

Building trust with your DRP reps and adjusters can be as important as the numbers. Return calls promptly, be cooperative, and communicate clearly. Be easy to do business with, and when that becomes challenging, lean on CSN for support. It’s why we are here!

Remember, a solid reputation can go a long way.

Bottom Line

Scorecards are about more than just appeasing insurers—they’re about maximizing your shop’s efficiency, profitability, and market position. Being proactive with estimate accuracy, documentation, and including all legitimate repair operations significantly boosts your standing.

Are you an auto body shop looking for support? Join the CSN network today and get expert tips to improve your operations!