Brian Woodrow, manager technical quality & part surveillance, Personal Insurance Claims, has been with RACQ for more than 30 years.
The changes in vehicle technology and repair processes and equipment over the last 30 years have been remarkable. I recall the 1985 hail storm in Brisbane. At that time paintless dent repair technology wasn’t around and the only method of repair was to replace, repair and paint the panels. Over the years passenger safety became more important - funny about that! Air bags became standard equipment along with retractable seat belts and passenger safety zones. The use of high strength steels has become more prevalent, not only to add strength to the vehicle but to make it lighter and more fuel efficient. These developments have significantly changed the demands on the repair industry.
Smash repair business owners have become more aware of what is required to run a successful business in a very competitive environment and are more sophisticated in the way they do that today.
There are also a lot more demands driven by legislation that need to be managed such as workplace health and safety and environmental compliance.
Owners of multiple shops are certainly getting a foothold in the industry and taking advantage of scale and size to increase their buying power for shop supplies and parts and generate stronger returns.
I have seen a substantial change in the relationship between assessor and smash repairer over the last 29 years. Earlier in my career, assessors used to ‘dictate’ to repairers. There were no contractual agreements that clearly set out the expectations from both the insurer and the repairer. Contractual agreements are part of doing business today and the focus is, and should be, on a partnership between insurers and repairers which is mutually beneficial.
Customers these days have much higher expectations at claim time. They are generally ‘time poor’ and of course want value for money for the premium that they pay. Initiatives such as a streamlined assessment process and the provision of onward transportation to or from the claims service centre or when collecting the vehicle once it is repaired are very important to customers. Again,Insurers and the repair industry need to be aligned to ensure the higher service expectations of customers are met.
Competition in the insurance market has never been stronger, so insurers are going to continue to try to differentiate themselves. They will look for alternative ways to service customers’ needs with mobility options and the seamless delivery of the repair process from accident to repaired vehicle. This increased competition will continue to have flow-on effects for repairers, which is why the partnerships are so important.
I have worked closely with a large number of repairers over the years that I am glad to see are still in business today and going strong!
