Why are we redefining damage assessment? The automobile has seen many advancements since the mass production of the Model T. Hydraulic brakes, laminated windshields, seat belts, air bags and many convenience improvements just to name a few. However, the advancements we have experienced since 2010 dwarf the previous 50 or more years combined. Up until the mid-2000’s most collision and body repair work was done using opinion guided by experience. We were looking to achieve a good fit and finish. The vehicle had to look good and drive straight, that was pretty much it. Today’s vehicles still require a good fit and finish, however a far more important aspect must be considered, SAFETY!
Safety has become the top priority of automobile manufacturers. Computer technology has made it possible to build in AI (artificial intelligence), providing many new safety features such as, blind spot detection, forward assist braking and cross traffic monitoring. Automobile manufacturer advertising constantly shows us how these technologies help us and make us safer. What the average consumer and even collision repairers may not know is that the safety technology extends to pedestrians, exterior body panels and the vehicle’s structure.
Examples of Fender Perches
GM’s Active Hood Technology
So, now the ”fit and finish” standard has become the “function, fit and finish” standard.
Air bag timing, the flow of collision energy, and the reduction of bodily injury are key functions of not only the unibody and frame, but all aspects of the vehicle’s construction. The supplemental restraint system continues to evolve to include active head restraints and smarter deployment of the seat belts and air bags. Front exterior panels are no longer fixed firmly to the vehicle’s structure, but placed on perches, allowing collision forces created from striking a pedestrian, to be absorbed by the vehicle, reducing the severity of injury to the pedestrian.
Advanced Driver Assistance Systems (ADAS) are developed with the express purpose of saving lives. Forward Automatic Braking Assist and Blind spot Detection are just two systems that protect the occupants of the vehicle, and systems such as Rear Automatic Braking prevent the driver from hitting any object behind them, especially people. According to recently published data from General Motors, these three systems alone have accounted for an average 51% reduction in vehicle crashes, with the Rear Automatic Braking system accounting for an 81% reduction in backing accidents!
Most people look at the paint on an automobile as a preference and statement about themselves. As repairers, we are expected to know the function of all top coats. It’s not about how much orange peel or trash that sets in the finish, but the corrosion protection that the primers and top coats provide. As we move to more mobile vehicle autonomy, automobile top coats play a role in the communication to sensors on the roadway, buildings and other vehicles. We are living through a technological revolution and it is sometimes difficult to see the forest for the trees.
Think about this, the farrier had a secure job for centuries until the industrial revolution began and the horseless carriage gained acceptance. At that time, many of them had to learn to become mechanics or find other ways to make a living. The same is true now! Learn to repair with a safety mindset or move on.
Two words, pedestrian safety! Have you noticed that on most vehicles the fenders do not bolt directly to the upper fender apron rail? The fenders are bolted to perches that are weak and bend easily. This is not a design flaw, but an effort to reduce severity of injuries to a pedestrian if struck, allowing the collison energy to be absorbed by the vehicle and not the pedestrian .
These pedestrian safety advancements coupled with new structural substrates such as, advanced steels and aluminum, allow for structural movement without any changes in the panel gaps. So, what does this mean for our ability to use traditional visual indicators to determine the need for a structural/frame repair? The reality is, panel gaps are no longer reliable to use as the determining factor regarding whether a vehicle needs to be measured for structural misalignment.
In the past, structural alignment had almost everything to do with panels fitting properly and the vehicle tracking straight down the road. However with today’s vehicles, ADAS adds a very important layer to the need for ensuring the structure is correct. The frame and unibody must be returned to the designed structural dimensions in order for the ADAS to function properly. In order for the ADAS sensors to track the position of the vehicle in space and real-time, the thrust angle must be true to the structural centerline. This creates the need to pre-measure the vehicle to determine if the structure has moved in length, width or heighth.
3D Measurements of Blind Spot Detection sensors on quarter panel.
(Images courtesy The Matrix Wand®)
There are many reasons to “post” measure a vehicle and here are our top two:
In addition to the OEM procedure documentation, you must take photos of the vehicle during the different stages of repair to provide proof that you actually followed those repair procedures. In addition, when the installation method calls for welding, you must create test weld coupons to ensure the welder is functioning properly. Including photos of the test weld coupons before and after their destructive testing is another excellent way to provide proof of adherence to the manufacturer’s requirements. One area where almost everyone is missing the mark is providing post repair measurements to show absolute proof that the vehicle has been restored to OEM specifications.
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As we provide training to collision repairers across the USA and Canada, we find there is a considerable gap in understanding how to write structural repair. Estimators have been convinced that a structural repair is different than a frame repair. We have also seen structural repairs written at the body repair labor rate. When asked why they write that way, we always get this answer, “the insurance company said that’s how to write it.” Let’s break this down so everyone can understand it.
It depends on the vehicles construction. Most passenger vehicles today (except for some large SUV’s and pickups) are unibody construction. In a unibody vehicle, the frame components, floor pan, and chassis components are built together as a single structure. In this type of vehicle construction, the unibody structure is the frame. Some large SUV’s and light passenger trucks are constructed with a unibody structure that is attached to a separate frame. This type of construction is called “body over frame”.
In unibody vehicle construction, the suspension and drivetrain components are attached to the unibody, in “body over frame” construction, the suspension and drivetrain components are attached to the frame, not the unibody.
The key to bidding repairs to the unibody or frame is not in defining if the structure is a frame; it is, instead, defining the type of repair needed. There are two types of repairs to a unibody structure or frame.
This type of specialized work should be considered at the higher frame rate; as it requires expensive equipment, expertise, training, and years of practice to perform. The structure is the most crucial part of the automobile protecting the occupants.
The vehicle’s structure does much more than just protecting the occupants in today’s vehicles. Advanced Driver Assistance Systems (ADAS) use the vehicle’s structure to determine the many calculations required to ensure the collision avoidance ADAS technologies are correct.
Have you ever wondered how the forward braking assist, intelligent cruise control or blind-spot detection ADAS know where the vehicle is in real-time and space when traveling at various speeds? The wheel alignment informs the steering angle sensor calibration, and the steering angle sensor is one of the variables used to determine where the vehicle is relative to other objects around it. The four-wheel alignment, especially the thrust angle, is the mechanical measurement that informs the electrical components.
Measuring structural movement is not just about repairing it anymore. It includes confirming the location of ADAS sensors in 3-Dimensional space. Have you sent a vehicle for ADAS sensor calibration only to have it sent back because it cannot be calibrated? Having to bring the vehicle back to your shop to perform the additional repairs required to properly position the sensors costs time, which in turn costs you money. If you do not take the time necessary to confirm that the structure is repaired correctly and the ADAS sensors are in the correct position, it can cost someone their quality of life or even their life. The day has come that we must pre and post measure the vehicle’s structure to identify damage for repair and confirm the repair were completed correctly.
Vehicle technology has evolved rapidly in recent years. From simple air conditioning, power windows and power door locks being listed as options in the 1980’s, to onboard computers that correct driver input and perform tasks for us such as, braking and steering adjustments, the pace of vehicle safety advancements is mind boggling.
However, our estimating skills have not kept pace with these technological advancements. Granted, there have been advancements in estimating software, and the vehicle manufacturers are producing body repair manuals which take the majority of opinion out of the estimating and repair processes, but for the most part, our estimating skills have remained in the 1980’s.
Historically, vehicle repairs have been performed, for the most part, by technicians based on their opinions, guided by experience. For example, a quarter panel replacement was performed pretty much the same way no matter which manufacturer built the vehicle. The type of weld was determined by the shop’s equipment, available resources and technician skill level.
However, with the advancements in vehicle structural design and materials, opinions guided by experience are no longer an acceptable way to repair vehicles. Most manufacturers have developed vehicle specific repair procedures with the goal of ensuring that their customers vehicles are repaired correctly and safely.
Today, repairing mechanical and collision damage is far too complicated for any one person to know every repair procedure for every make and model of vehicle on the road. It is impossible for an estimator or technician to remember how each vehicle repair should be performed to ensure proper and safe repairs.
In addition, the materials, products and equipment necessary to perform these required repair methods have advanced as well. So now, instead of relying on opinion or outdated repair methods, each repair must be considered on an individual basis. Thorough research must be performed to ensure your damage assessment properly and completely reflects the work it takes to return the vehicle to the safety and functionality the OEM intended.
This new world of automotive technology and collision repair requires an estimating staff that understands the technical aspect of repairs, how to perform thorough research and recognize what documentation should be included in the repair file, and how to communicate effectively with the customers, the technicians and the bill payers.
File documentation is evidence, so you need to treat it that way! Research is a requirement for properly repairing vehicles today, it is not optional. Let’s get this straight, estimates are invoices.
This creates many new challenges for the estimating operation, and management to ensure the staff has the knowledge and skills to perform. Will you continue to write walk-in estimates or should you start scheduling estimate appointments to allow your estimators the time they need to write complete, accurate estimates? Do you need to create a dedicated estimating bay? What equipment does your shop need to accurately and thoroughly assess damage?
So, you may be thinking, how can I do all of this? The answer is, take it one step at a time. You have to adapt or your business will not survive. Recent history provides us with many examples of large companies that were once common household names but are no longer major players because they did not evolve and adapt. Sears and Toys-R-Us are examples. You too must learn to evolve and adapt as an organization. You must plan for, and implement change continuously.
You may be thinking to yourself, no, my images have nothing to do with whether I make money or not. But, continue reading and you will see that your images can, and do, affect your bottom line in a variety of ways. First of all, your images are an important part of your overall file documentation. They are every bit as important as the estimate of damages, OEM procedures, parts invoices, sublet invoices, tow bill, quality control checklist etc.
You should really get into the habit of thinking about your images as “receipts” for the line items you bid on your estimates. As you are reviewing your estimate and the images you have taken, ask yourself, “do the images I am including with the file clearly show the part or repair operation I am including on my estimate?” If they do, move on to the next line, if they don’t, then return to the vehicle and take additional images to make sure you take one that does. You might be thinking, well, if I do that, I will be taking too many images and the bill payer does not want that. Often times, you can capture multiple estimate line items with just one image. Also, you should only include the very best image of the item or repair process. Uploading multiple images of the same thing can work against you. Keep in mind, your images should answer questions, not create them.
The first cost is actual money. Not completely documenting damages with images always cost you in lost labor and/or parts purchases. If you can see it then you can get an image of it so, why don’t you? An insurance payment is not all you stand to lose. What about liability? The liability that you may face if someone is hurt or killed in an accident where a repair may have played a part. The ability to show complete visual evidence of the damages, repair processes and quality control may prevent a court date.
What about time? Poor images cost body shops billions of dollars in wasted time. Just follow an estimating blog on social media and you quickly find out that most estimators spend a great deal of their time negotiating with claims adjusters. Completely documenting all the damage with images greatly increases the percentage of covered repairs and reduces time negotiating with insurance companies. Better customer service as estimators do not have to bring the customer into those negotiations. What about the time technicians spend advising estimators what they missed on the estimate? It is the job of the estimator to understand how the vehicle is repaired, what methods are used in repairing the vehicle and how to properly apply OEM and industry guidelines to the repair estimate and plan.
Taking good quality images that accurately and completely capture all of the damage, required repair processes and finished quality of the repair work, requires knowledge of your camera’s settings and practice to achieve. It is not as simple as pointing your device at the vehicle and pressing the shutter button. While todays cameras and smartphones have done a fantastic job of simplifying the complexities of the older cameras, knowledge of proper lighting, achieving proper focus and knowing how to frame the image correctly, are all important skills to learn and practice.
We don’t want to give you the impression that we are advocates for any one device to take your images. Each device has its pros and cons that should be weighed and considered before making the final decision. Ultimately, it is up to the individual management at the shop to determine what is best for that particular shop. What we do advocate for, is getting to know the device you are using very well. Learn how to use all of the features of the device. ISO or exposure settings, the flash settings, knowing how to focus where you need it to focus, the zoom or telephoto feature, the close-up or macro feature etc. Once you know and understand all of the settings of the device you are using and when to use them, you will be well on your way to taking higher quality images.
On any given day, an estimator may take images in many lighting sources such as; outside in the sun, inside under fluorescent lighting and within the various compartments of the vehicle that are dark. Using the same settings in each situation will not produce the same outcome. For instance, many times, the built-in flash can work against you when you are trying to show the severity of a dent in a panel. The flash can actually “fill in” some of the shadows that you need to show. Think about this, if your daughter was getting married would you hire a photographer or just have everyone at the wedding share the images they took? The reason we hire a photographer is because of their skill. The skill of knowing how to frame the subject of the photo and adjusting to the conditions is necessary for the estimators in the same way.
Look at the image in Photo 1, the camera automatically chooses a focal point (subject) and, because of the bright sunlight behind the image, adjusts the ISO, reducing the amount of light into the camera, causing a large shadow to hide the damage. The subject of the image is very under exposed, while the surrounding area is correctly exposed. In Photo 2, the focal point was adjusted by the photographer to increase the amount of light and remove the large shadow. The subject of the image is exposed correctly, while the surrounding areas are overexposed.
Consider using reflections from the surrounding area to “bring out” the damage. If you are taking your images outside, consider using the painted parking lot lines, or light poles, telephone poles, sign posts or other types of objects that are commonly known to be straight lines, to show the damage. If you are inside, reflections of the horizontal and vertical lines of a block wall, or the reflection of an overhead light fixture can be used. You should avoid using objects that are not symmetrical in your images, such as trees, bushes, people etc. These reflections can also work against you.
We are often asked, what kind of camera should we use in collision photography? Smartphone, Tablets and digital cameras all have the settings to take great images. A person’s skill at taking images is not defined by the camera. Stevie Ray Vaughn could have made a $20 guitar sing the blues. This is really a question of what works best for your shop. Do your estimators take all the images? Do you have CSR’s, estimators, blue printers, technicians and managers taking images throughout the process? What is your budget? What will actually last in my shop before I have to replace it? Consider all of these questions and realize that smartphones, tablets and digital cameras are designed to take the skill out of taking images so everyone can take decent images of their family, dogs or food (we all have that friend on Instagram). Because of this, all of these devices attempt to guess at the image takers intended subject. This is the reason Photo 1 has such a dark shadow over the intended subject area. We recommend that no matter which camera you use, each person using it should understand the basic settings and how to adjust them to get the best images possible.
By reducing the time spent negotiating with insurance companies, and allowing the technicians to perform the repairs instead of having to stop to educate the estimator, many labor hours are saved and can be applied to earning money rather than collecting it. Shops that capture all of the repairs and processes required to complete the job with complete photo documentation see an increase of dollars captured per estimate. We are not saying that taking better photos magically earns you more money, however, taking complete and strategic image documentation of the damage and repairs to a vehicle is essential to being a successful and efficient estimator. Continuous learning is necessary to effective estimating. Remember, the estimate becomes the invoice, so write invoices.
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"You guys where great, coming out to our shop for the day and showing my team where we can gain hours on every job, was so worth it!!!! Thanks for the training in an area we need help in to add money to the bottom line!!!"
-Dino DiGiulio, Body Best Sonoma
"Accountable Estimating has helped our team understand the importance of an accurate estimate and the power of documentation. Roger has created a business that has an incredible ability to shed a new light on a traditional way of doing business. More importantly for me, Roger genuinely cares for the direction of our company and always encourages us to align ourselves to be stronger in the future."
-Matthew McDonnel, Owner of Big Sky Collision Center and A&D Auto Body Repair, Inc
"Roger Cada is an excellent resource for any collision center looking to improve its operations and produce greater profits. Roger and his team maintain high standards of professionalism and thoroughness. I recommend Accountable Estimating to any collision repair business interested in making a positive impact in their business."
-Josh Byers, Automotive Color Supply
“It is my belief that all of the estimatics training going on in the U.S. today, there is not one better qualified, passionate and insightful than Roger Cada and Accountable Estimating”
-Larry Baker Owner, Baker Collision Express
“Roger Cada and his team are among the most knowledgeable estimating professionals in the industry, and it is reflected in Accountable Estimating’s online courses.”
-Jeff Peevy, AMi President & CIC Chairman
Why are we redefining damage assessment? The automobile has seen many advancements since the mass production of the Model T. Hydraulic brakes, laminated windshields, seat belts, air bags and many convenience improvements just to name a few. However, the advancements we have experienced since 2010 dwarf the previous 50 or more years combined. Up until the mid-2000’s most collision and body repair work was done using opinion guided by experience. We were looking to achieve a good fit and finish. The vehicle had to look good and drive straight, that was pretty much it. Today’s vehicles still require a good fit and finish, however a far more important aspect must be considered, SAFETY!
