Digital cameras have made estimating photographs much easier to take and to share with insurance companies, but the quality of these photos often leaves much to be desired. In his Wednesday morning session, “Estimating Photography — Capturing the Moment,” Roger Wright, vice president of claims for AIG personal lines claims, provided tips on how to improve photo documentation, as well as the written reports submitted to insurance companies.
“There is a lot of variance in terms of the quality of the photos we see,” Wright says. “There’s plenty of opportunity to improve.”
Photos should provide a clear and complete image of the damage to the vehicle.
“You have to be the eyes for the inside adjuster, who has never seen the car,” Wright says. “You have to capture the direction of the impact. Take your photos from the same direction as the impact, and at the same height as the impact.”
In addition to the collision-related damage, technicians should also photograph related prior damage (which is in the same area as the loss-related damage) and unrelated prior damage and vehicle condition (such as rust and key scratches).
“Related prior damage is difficult to recognize because it’s in the same area as the damage, but it's important to capture and document that,” Wright said.
The overall condition report should include information on the condition of the entire vehicle, including all interior, exterior and mechanical issues. Related prior damage issues should also be explained in detail in these reports.
“Take the time necessary to completely inspect all damage the first time,” Wright says. “Maybe there was an improper weld on a support that will impact the ability of the technician to make the repair. That will impact the labor time on the new estimate, and the adjuster will have to explain to the customer that the car may have been previously damaged.”
Wright also explained ways to help save time in the photography process by taking a single image that captures all of the damage, instead of a series of photographs.
“There is a tendency to stand too far back or to be in too close,” he says. “You have to take the photo from the right angle and the right distance.”
The presentation included a number of photographic examples that illustrated the proper techniques of basic photography, including shutter speed, focus, file compression and how to hold the camera in order to reduce camera shake.
Lighting is another key element that many technicians take for granted. Natural or bright overhead lighting results in the best photos. Using a flash might be necessary in some facilities, but a bright flash can wash out the photo and make it difficult to clearly see the damage, particularly on lighter colored vehicles.
“The most critical part of it is lighting, and holding the camera steady and at the right angle,” Wright says. “Having good photo documentation helps prevent mistakes in the claims process.”
Technicians also should examine their photos before sending them to the insurance company to make sure they are in focus, and properly represent the damage to the vehicle.
