I recently read about an adjuster trying to deny payment to a Texas shop for color, sand and buff using a document that he said indicated Audatex considers it an included operation. When the shop, Autocraft Bodywerks in Austin, Texas, filed a complaint with the state insurance commissioner's office alleging this appeared to be a fraudulent document, the supplement was paid and the adjuster acknowledged it was an "outdated" document.
"Color, sand and buff has been a pet-peeve of mine since 1998, and I know it's not included in any paint time," said John Borek of Autocraft. "But how many shops are being sent incorrect information about things like this and not knowing any better?"
Like John, I find it frustrating when someone misuses the estimating procedure pages, or guide to estimating, either intentionally or out of ignorance. The incident at Autocraft was a good reminder that every shop estimator needs to be familiar with the guides for all three of the major estimating systems.
Just as going "lean" in the shop includes putting the tools and items a technician needs most frequently within easy reach, we try to do the same for our estimators, including making sure they have quick access to the estimating system user guides whenever they are writing or explaining one of our own estimates, or auditing those written elsewhere.
We put links to those three documents on the home page of our intranet, which is essentially set up for estimator support. All three can be downloaded at no charge from the "Get Educated" section of the Database Enhancement Gateway. Go to http://abrn.com/GetEducated
But in addition to the three estimating system guides, we've collected a variety of "tools" on our estimator intranet home page (though the same links and documents could also be placed in a single, quick-to-access spot on an estimator's stand-alone or networked work station). It saves them time and helps them do their job better. Here's a partial list:
- Our paint company's statements related to "denib" (or "final sand") and polish, and "tint and blend." Statements on both topics from all five of the major paint companies are available from the Society of Collision Repair Specialists at http://abrn.com/SCRS.
- The insurer-specific "pay direct" forms that some insurance companies require us to use to receive direct payment.
- The "steel/alloy OEM wheel repair matrix" available through VeriFacts (http://abrn.com/VeriFacts/), which summarizes automaker statements on wheel repair.
- The "OEM bonding matrix," also available through VeriFacts (http://abrn.com/BondingMatrix), which summarizes the automaker's use of adhesive bonding.
- A link to OEM 1 Stop (http://oem1stop.com/), which in turn offers links to all of the automaker's repair information websites.
- Some documents specific to our state, such as the findings of our association's annual survey rating auto insurers, and a state-prepared document offering tips to consumers when their vehicle is being declared a total loss (http://abrn.com/TotalLoss).
- A document entitled "raw plastic bumper covers" that the Automotive Service Association prepared to show differences in basic refinish procedures between a primed and a "raw" plastic part (http://abrn.com/bumper/).
- A document from the Database Enhancement Gateway that provides information on which automaker bumpers are shipped prime and which ones are shipped "raw" (http://abrn.com/BumperCover/).
- Motor's 54-page comprehensive guide to estimating for "recycled assemblies" (http://abrn.com/MotorGuide).
- A link to National Highway Traffic Safety Administration information that repairers can provide customers on child safety seats (http://www.nhtsa.gov/Safety/CPS).
Some of these tools might be used infrequently, but having them within easy reach saves our estimators time when they do need them.
