Grow Up in 2026
by Jordan Hendler, WMABA Executive Director
As the final issue of 2025, I realize there are things to put behind us this year, with the downturn of not just amount of work but also in relationships among the market with shops and insurers.
The slowing in the market has emboldened some claims handling practices from some companies to get uglier than they’ve been in many years. Why sugarcoat the issues, when we can look them right in the eye? Instead of putting our head down, let’s grow up.
I’m getting complaints from shops more than ever, about the frustrations over unpaid required operations, capping of reimbursement rates, and more. Things they spent years giving documentation to, met with agreement and payment, now are suddenly back to square one. It’s demoralizing to have found progress to only have it backslide. Rightfully so, because it is also frustrating the relationship between the shop and the customer. Telling them their vehicle repair is going to be different than previously outlined, even from a payment standpoint, is not a place anyone in the ecosystem wants to be. I’m frustrated for our shop community.
What are some of the solutions possible?
I don’t want to talk like you don’t know the obvious, but maybe saying it again is helpful as a reminder when irritation flags and distraction happens.
First solution, you must talk to the customer throughout the entire repair process. I realize some who read this aren’t at that point yet, trying to “keep the peace” and bearing the burden of the tension. You need to give them all the information and details, because at the end of the day you, as the repairer, are not party to the policy contract. For them to advocate for themselves requires them to be armed with all the particulars. They can take that to the BOI, they can invoke the Right to Appraisal, they can sue their insurance company. But they cannot take authority without the facts.
As the repairer, you speak the language of the repair plan. Second option, still as important as the first, is to have all the documentation – repair procedures, images, historical instances – so you can make the educated and rational argument for proper repair. If reimbursement is still not agreed upon, again, the customer must be involved. They could request a denial in writing, attempt to gain a decision reversal themselves, or then move to next steps.
If disagreement and denial is set, you then have the choice to do the proper repair with a balance bill to the customer, or you perform it at a loss. What should not be an option: Not performing the proper repair, especially given the documentation you’ve in hand. Doing so is opening yourself to liability for an improper repair YOU DIDN’T EVEN GET PAID FOR. Why would you want to do that?!
Bad decisions by the insurance company do not make you responsible for making the customer happy on their behalf.
Say that again out loud if you need to.
You are an educated, Tooled, Trained and Trusted Collision Repair Professional. Your business has Integrity and is in the Local Community.
Never allow someone else’s bad decisions to take you off that mantel. Decide that 2026 will be the year you uphold to those values despite the pressure, bullying or downright unlawful actions of those only seeking to keep a buck in a pocket that is already overflowing.
Want more? Check out the December 2025 issue of Hammer & Dolly!