Quarterly Meeting September 22nd 2022 Raleigh, NC

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Doors open at 5 pm
Dinner starts at 6 pm

Meeting starts at 630 pm

Keith Manich, AMAM – Vice President, ATI Collision Division

Advanced Collision Concepts – Meeting the Challenges of Working with Customers and Third Party Payers

This material discussed the topics which are of most concern to the collision repair industry including getting paid for operations that need to be performed to meet OEM repair standards. The ongoing issues with third party payers insisting that they are the customer when the true customer is the vehicle owner. Customers need to be prepared for potential outcomes of insurer denials regarding repair processes, parts, refinishing and materials. How can the repair facility personnel provide detailed steps that will improve customer service and customer financial recovery.

We will discuss:

• Developing the repair plan for the customer
• Aligning repair expectations with the vehicle owner
• Setting expectations relative to areas that will be a concern with insurers
• Explaining potential payment options including deductible financing
• Identifying the options regarding the appraisal clause for both repair and replacement
• Next steps when an insurer says no to a repair necessary repair operation
• How to build documents that will improve recovery potential for the customer
• Sharing Department of Insurance information in the event that there is a payment issue