Body Shop Owner Advises Building Rapport With Adjusters

Insurance adjusters can be seen as a thorn in a collision repair shop’s side, but with a shift in perspective and a few learned lessons, adjusters can quickly become a shop’s ally, even helping to streamline the repair process.

James Wilson, owner of ICS Collision Center in Derby, Kan., says his shop was able to cultivate an above average relationship with its insurance adjuster, leading to improved customer satisfaction and cycle times.

Insurance adjusters are often boxed in, Wilson says, stuck between what they want to approve for your shop, and what their employer is willing to pay.

That’s why it’s so important to have an understanding relationship between your shop and its adjuster.