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IntroductionWelcome to the latest "Who Pays For What?" survey,conducted quarterly byCollision Advice and CRASH Network.Please review this page first.Will I get the results? Yes, for free. Those who provide a valid email address will benotified directly as soon as the results are available.Your Privacy: Your shop's individual responses will be held in the strictest confidence andwill not be released in any way. Only cumulative data will be released.Who should complete the survey? A shop owner, manager or estimator who is familiarwith your shop's billing practices and the payment practices of the largest national insurers.What about multiple shop locations? Please have each location complete its ownsurvey.How long will it take? About 15-20 minutes to complete. Click here for a sample of thetypes of questions you will be asked, or download the entire question set for review prior tobeginning the survey.Questions? Please don't use the comment boxes for questions. Email your questionsdirectly to mike@collisionadvice.com or admin@crashnetwork.com.Thank you for your participation!
NoticeIMPORTANTWhile you are taking the survey, if you need to go back to a previouspage, use the "Previous" button provided at the bottom of each page.Do not press back on your browser or your progress may be lost.
Your Information* All individual responses to the survey are strictly confidential; only compiled data will be released.First name:Last Name:Company:City/Town:-- select state --State:ZIP:Email Address:Select the job description that best matches your positionOwner / PresidentManager / DirectorEstimator / BlueprinterOther
Shop Category* Please select the category that best describes your repair facility.Independently owned (and not a franchise)Dealership owned collision repair facilityMulti-shop operation - (not dealership owned)Franchise (i.e., Carstar, Fix Auto, etc) locationRV / Heavy duty truck repairNot a repair facility (just curious about the survey)
NoteA NOTE ABOUT INSURERSOn the following repair procedure questions, if you have not done work paid for by aparticular insurer, please leave that insurer's column blank.
Not Included 1How often do you get paid by each insurer for the following procedures when they areneeded for a repair?Rough access pull:Conduct pulling on a vehicle in order to get access necessary to inspect for damage or remove parts.AlwaysMost of the timeSometimesNeverNever have askedNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideStructural diagnostic labor:Measuring the vehicle prior to repairs to determine extent of damage.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideMost of the timeSometimes
Remove coatings from pinch-welds & repair after clamp removal:Labor to remove undercoating/seam sealer from pinch-welds prior to clamping vehicle for anchoring, & repairclamp damage after removing clamps (does not include refinish labor)AlwaysMost of the timeSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideSet-up and perform destructive test welds:Make test welds and perform destructive testing on them prior to welding on vehicle to ensure welder is set upproperly.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideCommentsMost of the timeSometimesNeverNever have asked
Not Included 2How often do you get paid by each insurer for the following procedures when they areneeded for a repair?Mobilize vehicle:Labor required to transport non-drivable vehicle into/around the shop through the use of wheel dollies or othermeans.AlwaysMost of the timeSometimesNeverNever have askedNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideInspect seat belts:Labor to review condition of seat belts as per OEM procedures.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideMost of the timeSometimes
Test drive for diagnostics before repairs:Drive vehicle before repairs to determine extent of damage, including suspension or drivability problems,function of autonomous braking and adaptive cruise control, etc., or to ensure set conditions are met prior toscanning.AlwaysMost of the timeSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideTest drive after repairs:Drive vehicle after repairs to check for suspension or drivability problems, wind noise, function or recalibrationof autonomous braking, adaptive cruise control, blind spot monitoring, etc., or to ensure set conditions are metprior to scanning.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideCommentsMost of the timeSometimesNeverNever have asked
Not Included 3How often do you get paid by each insurer for the following procedures when they areneeded for a repair?Pre-diagnostic alignment:Conduct an alignment prior to repairs to determine if any suspension components will be needed as part ofthe repair.AlwaysMost of the timeSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideR&I of electrical components:Removal and reinstallation (or partial set-back beyond 12-18 inches) of electrical components from areas onthe vehicle on which welding will occur during repairs to prevent damage from electromagnetic pulse (EMP).AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideMost of the timeSometimesNeverNever have asked
Stall cure time:Fee for the time (in some cases 36-48 hours, as required by the OEM) during which a vehicle must remainstationary to allow structural / adhesive bonding to cure.AlwaysMost of the timeSometimesNeverNever have askedNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideFinal verification of measurements:Final check and print-out of measurements following completion of repairs.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideCommentsMost of the timeSometimes
Not Included 4Clear personal data:Labor to erase customer's personal data (such as garage door code, GPS data, data from a synched cellphone, etc.) from a vehicle that has been declared a total loss.AlwaysMost of the timeSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideDisconnect and reconnect battery when performing repairs:Disconnect battery prior to repairing a vehicle, and reconnect the battery after repairs are complete.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideMost of the timeSometimesNeverNever have asked
Battery reconnect procedures:Perform all procedures required by the OEM after a battery has been disconnected and reconnected (i.e.initializations, steering angle sensor, etc.).AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideMost of the timeSometimesNeverNever have asked
Battery Reconnect ProcedureHow frequently do you research OEM repair procedures that are necessary after a battery is reconnected?All the timeMost of the timeSome of the timeOnly occasionallyNeverComments
Not Included 5How often do you get paid by each insurer for the following procedures when they areneeded for a repair?Drain, store and refill fuel tank:Properly store a vehicle fuel tank that has been removed for repairs by first draining the tank and then refillingit after it has been reinstalled as part of the repairs.AlwaysMost of the timeSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwidePressure test / Purge cooling system:Bleeding the cooling system to remove any air from the system and testing for leaks.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideMost of the timeSometimesNeverNever have asked
Administrative fee for re-rekeying of estimateNote: If you do not re-key estimates, skip this question.AlwaysMost of the timeSometimesNeverNever have askedSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideAdministrative fee for total lossesAlwaysMost of the timeState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideWhen billing for the processing of total losses, does this location charge a simple flat fee, or a list of chargesbroken down by tasks (such as moving non-drive vehicle, file creation, estimate, cover to protect vehicle,etc.)?Flat feeItemized list of chargesComment
Bench / Fixture / JigDoes your shop ever use a bench / fixture / jig type of frame machine?YesNo
Not Included - Bench systemsHow often do you get paid by each insurer for the following procedures when they areneeded for a repair?Jig rental:Fee for short-term use of a needed jig or fixture for measuring a particular vehicle using a bench system. (Ifyou have never rented a jig, skip this question)AlwaysMost of the timeSometimesNeverNever have askedSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideJig assembly:The labor time spent assembling a jig prior to installation.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideCommentsMost of the time
COVID-19 ChargesCOVID-19 cleaning:Cleaning or disinfecting vehicles before and / or after a repair to minimize the spread of infection.AlwaysMost of the timeSometimesNeverNever have askedSometimesNeverNever have askedState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwidePhoto estimating:Preparing a photo-based estimate at the insurer's request.AlwaysState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideCommentsMost of the time
DRPs* This shop / location is a direct repair shop for the following companies:State FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideNone of the aboveThinking about ALL of your DRP relationships (not just those above), do you have more or fewer DRPagreements at this location than you had a year ago?3 moreOne or two moreThe same numberOne or two fewer3 fewerWe have had no DRP relationships for the past year or moreComment
Fewer DRPsPlease indicate which of the top 15 insurance company DRP programs you added or dropped in the past year,if any.AddedAllstateAmerican FamilyAuto ClubAuto OwnersErie InsuranceFarmersGeicoKemper CorpLiberty MutualNational GeneralNationwideProgressiveState FarmTravelersUSAACommentsWe dropped themThey dropped us
BillingHow are wheel alignments billed at this location?Performed in-house using estimating system labor time at mechanical labor ratePerformed in-house for a flat feeWe sublet alignments at this locationComment
Parts Return RatesHave you had any supplier of non-OEM or salvage/recycled parts tell you they might no longer sell parts toyour shop because of a high return rate?YesNoComments
Parts ReturnsDid that vendor(s) that threatened to stop selling you parts actually stop selling you parts?YesNoComments
Sublet markupHow much mark-up are you generally paid by each insurer for tow bills and other sublet bills? (You can alsoindicate if you do glass work and/or towing in-house.)Tow billsState FarmGeicoAllstateProgressiveFarmersUSAALberty MutualNationwideCommentsGlass workOther sublet bills
Finding TechsThinking back to any new TECHNICIANS hired for your shop location in the past 12 months, how did you findthat technician (check all that apply):Ad in local ecruited from local high schoolrecruited from local post-secondary schoolrecruited from trade school outside your marketthe militaryunemployment officepaint or equipment vendoran association job boardother (please describe below)
Best source of techniciansOf the sources you named for finding technicians, which do you believe is the most effective?Ad in local ecruited from local high schoolrecruited from local post-secondary schoolrecruited from trade school outside your marketthe militaryunemployment officepaint or equipment vendoran association job boardother (please describe below)
BacklogWhat is your current backlog of work at this location? In other words, how far out are you scheduling newwork?No backlog / scheduling immediatelyLess than one week out1 to 2 weeks out2 to 3 weeks out3 to 4 weeks out4 to 5 weeks out5 to 6 weeks out6 to 7 weeks out7 to 8 weeks outMore than 8 weeks outCommentsWhat is your overall outlook for your business over the next 12 months?Very positivePositiveNeutralNegativeVery negativeComments
SalesHow have sales at this location in the past six months (first half 2021) compared to the same period a year ago(first half 2020)?Sales are higher than the same period one year agoAbout the sameSales are lower than the same period one year agoDon't knowHow has this location's net profits in the past six months (first half 2021) compared to the same period a yearago (first half 2020)?Sales are higher than the same period one year agoAbout the sameSales are lower than the same period one year agoDon't know
Insurer DelaysFor the insurers that you indicated you are NOT a DRP for, how many BUSINESS DAYS do you typically waitfor a in-shop reinspection? (Skip any insurers for which this question does not apply.)01234567over 7State FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideCommentFor the insurers that you indicated you are NOT a DRP for, how many BUSINESS DAYS do you typically waitfor a desk review? (Skip any insurers for which this question does not apply.)0State FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwideComment1234567over 7
ReviewsFor the insurers you are not a DRP for, how frequently is each insurer currently conducting an in-shopinspections vs remote/desk reviews?all in-shopinspectionsState FarmGeicoAllstateProgressiveFarmersUSAALiberty MutualNationwidenearly all inshopinspectionsabout half inmore in-shop shop, and half more remotethan remoteremotereviews thanreviewsreviewsonsitenearly allremotereviewsall remotereviews
Management SystemsPlease identify the collision repair management system(s) in use at this locationThis location does not have a management systemAudaExplore AutoFocusCCC OneDealership software (i.e. Reynolds and Reynolds, ADP/CDK Global)Mitchell RepairCenterNexsyisProfitNetRome TechnologiesSummitCRSOther (please specify)
Management systems reasonsChoose the response that best describes the PRIMARY reason for selecting the management system(s) inuse at this location?Was in shopMostwhenfamiliarCost /we purchased with thisAffordabilityitsystemIntegrationw/ otherFeatures systemsEase ofUseAudaExploreAutoFocusCarbeatCCC OneDealership software(i.e. Reynolds andReynolds, ADP/CDKGlobal)Mitchell RepairCenterNexsyisProfitNetRome TechnologiesSummitCRS[Insert text from Other]List or describe any features you feel your management system(s) lacks?Reporting Service /Capabilities supportRequiredby OEM /MSO /franchise
Why no management systemWhat would you say is the primary reason for choosing not to use a management system at this location?Sales volume does not warrant a management systemWe are a dealership and use our dealership softwareOwner/Manager does not want to pay for oneOther (please specify)
Electronic parts orderingPlease check any of the electronic parts ordering systems in use at this locationWe do not order parts electronically. It's strictly phone and fax here.APU Solutions' PartsNetworkAuto PartsBridge (APB)Car-Part.comCCC TRUE Parts NetworkOEConnection CollisionLinkOverall Parts Solutions (OPSTRAX)PartsTraderRealParts.ComuPartsOther system (please specify)
Most usedOf the electronic parts systems you use, which system would you say is used most often?APU Solutions' PartsNetworkAuto PartsBridge (APB)Car-Part.comCCC TRUE Parts NetworkOEConnection CollisionLinkOverall Parts Solutions (OPSTRAX)PartsTraderRealParts.ComuParts[Insert text from Other]
EPO featuresHow important to you are the following features in an electronic parts application?Extremely importantThe ability to see thesame graphics as theOEM vendor partsdepartmentThe ability to importparts vendor invoicesback into the shop'smanagement system toeliminate rekeyingThe ability to pricematch in real-time whilewriting estimateThe ability to accuratelyscrub the parts list byVIN numberThe ability to identifyone-time use partsThe ability to show partsavailability andestimated deliveryOther very important featureVery importantSomewhat importantNot that importantNot at all important
EPO reasonsPlease indicate the PRIMARY reason you chose each of the parts ordering systems you use:Quality/ Quantity ofparts locatedEase / Speed ofuseCostIns Co / DRPrequirementOEM certificationrequirementOther reasonAPU Solutions'PartsNetworkAuto PartsBridge (APB)Car-Part.comCCC TRUE PartsNetworkOEConnectionCollisionLinkOverall Parts nsert text from Other]If you answered "Other reason" for any of the vendors above, briefly describe the other reason and which vendor it applies to.
EPO preferredAssuming you could use any parts ordering system at your facility, which would be your PREFERRED systemoverall?I would prefer to not use any of the electronic parts ordering systems currently availableAPU Solutions' PartsNetworkAuto PartsBridge (APB)Car-Part.comCCC TRUE Parts NetworkOEConnection CollisionLinkOverall Parts Solutions (OPSTRAX)PartsTraderRealParts.ComuPartsOther system
Survey UsageHave you been able to use previous "Who Pays For What?" surveys/results to improve your business?YesNoThis is the first time I've participated in these surveysCommentsIf you answered 'yes' in the question above, please select each of the following ways in which you have usedthe survey results.to show insurance company reps that we’re not “the only one” billing for these not-included operationsto train/remind staff about not-included operationsto show vehicle owners that the items we are billing for are not unreasonableas a regular reminder of the "not-included" procedures we are doing, and should be charging forOther ways? Comments?
DoneIf you did not enter your e-mail address at the beginning of this survey but would like to be personally notified when the resultsof this survey are completed, please provide your email address here:Please help us spread the word!Do you know other shops that should take this survey? Click here for a prepared email you can send to them to encourage theirparticipation. The more shops that participate, the more reliable the results.Download results from previous "Who Pays" surveys.The results of this survey will be published in September, so look for our email in your inbox! Our 2021 fourthquarter survey, covering "not-included" scanning and calibration repair operations, will take place inOctober. Please plan on joining us! Download past results here.Check out the Collision Advice or CRASH Network websites.There's plenty of resources, tools and information offered at the Collision Advice website ,and click here to consider a subscription to the CRASH Network weekly newsletter.Thank you!
USAA Liberty Mutual Nationwide Protect vehicle interior/components during repair: Labor to use masking, welding blankets, bubble-wrap, etc., to prevent sparks, dust, etc. from entering / damaging the interior or other parts of the vehicle. Always Most of the time Sometimes Never Never hav
