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Understanding Total Loss: Expert Guidance for Collision Repair Customers
When a vehicle meets the unfortunate fate of being declared a total loss, many customers find themselves overwhelmed and confused by the process. During the recent Collision Industry Conference (CIC), experts provided invaluable insights aimed at improving customer understanding and navigation through these challenging circumstances.
Your Rights: Knowledge is Power
Kye Yeung, co-chair of the Repair Process and Procedures Committee, emphasized one vital point: customers have the right to question a total loss determination made by their insurance company. Different regions possess varying market values, and unique characteristics of a vehicle—like added accessories or low mileage—may not be fairly considered in the insurance assessment. Knowing this empowers customers to push back and advocate for a fair valuation of their totaled vehicle.
The Importance of Proper Documentation
Even in cases where a vehicle is deemed a total loss, proper documentation remains crucial. Danny Gredinberg, co-chair of the Estimating and Repair Planning Committee, highlighted the need for repairers to meticulously document the vehicle's condition and gather detailed data to assist with insurance negotiations. This ensures transparency and can help customers understand the repair process and potential costs, including necessary Advanced Driver Assistance Systems (ADAS) calibrations.
Understanding Gap Insurance
For customers who still owe money on their vehicle, Andrew Batenhorst, a body shop manager, pointed out the need to explore gap insurance options. This type of insurance may cover the difference between the vehicle’s worth and the outstanding loan amount, protecting customers from financial loss. Educating clients about such options can help prepare them for financial implications following a total loss.
Acting Promptly: Reducing Liability
Once deemed a total loss, Christina Sepulveda from SPARK Underwriters noted that the shop's liability decreases, but further damage risks remain. She urged shops to act quickly to move totaled vehicles out of their facilities, alleviating potential legal and financial repercussions.
As the journey through a total loss situation unfolds, it’s clear that communication, education, and timely action can significantly benefit customers. By staying informed and actively participating in the process, clients can navigate these challenging waters with greater confidence.
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