Appointment Use Case


The Appointment services are to uniform data content, valid codes, and specify values for making appointment scheduling processing information requests and responses to business partners.   

The Appointment Services may be used by the Collision Industry to send and/or receive appointment scheduling message requests and responses.  These messages are sent either as a specific message or in bulk with multiple messages.  The saved information may also be used for the creation of data reports; and for the management of the appointment scheduling process. 

These messages will enable the scheduling of an inspection, estimate, repair, tow and rental appointment.


  • Insurance Company: Any entity and their representatives involved in providing services to its owners, insureds, and claimants. Property and Casualty insurers who act on behalf of their policy holder and interested parties to provide a multitude of services. 

  • Data Recipients:  Any entity which receives or utilizes title related data. 

  • Recycled Parts Provider: Any company whose business includes the purchase of salvage vehicles for the sale of parts to the automotive repair industry.

  • Adjuster: The person who manages the claim process.  The person may be an “Inside” adjuster who does not appraise damages, or an “Outside” or “Field” adjuster who appraises damages in addition to managing the claim process.

  • Estimator: An individual who appraises damage and writes estimates.  Often known as the “Appraiser” when referring to an insurer or independent appraisal company.  An Estimator does not typically manage the entire claims process.

  • Third Party Administrator:  Any entity that is involved in the processing and settlement of the total loss vehicle and represents the insurance company or self-insured company.

  • Fleet Companies: Any entity and their representatives which has possession of and holds title to multiple vehicles.

  • Towing Consolidators:  Any entity which provide a consolidated access to towing companies.

  • Auto Auction Companies: Salvage Vendors/Salvors: Any entity responsible for the disposal of total loss or theft-recovered vehicles on behalf of a Salvage Provider.  (e.g., salvage pools, auction companies, online auction companies) 

  • Rental Car Companies:  Any entity whose main business concern is providing rental vehicles to the public.

  • Glass Repair Companies: Any entity whose main business concern is providing vehicle glass repair to the public.

Business Segments

  • Glass Inspection Scheduling

  • Glass Repair Scheduling

  • Glass Replacement Scheduling

  • Vehicle Damage Estimate and Repair Scheduling

  • Towing Scheduling

  • Rental Scheduling

What are the Industry Benefits for Using Appointment Services?

  • Establishment of an accurate and efficient industry standard - by and for industry participants - to be used in the creation and industry standard implementation of electronic messaging for scheduling appointments.

  • XML electronic messages provide capability and flexibility for smaller-scale organizations and applications.
  • Facilitates the integration of appointment scheduling messages exchange.
  • Eliminates redundant data entry and other manual processes which allows for improved integration of appointment scheduling information across applications.
  • Management of the standard by CIECA streamlines development, approval, revision, enhancement and publication.
  • An accurate and efficient scheduling process
  • Improved accuracy and efficiency through an understanding and use of appointment scheduling industry standards
  • An automated export and import models for appointment scheduling using standard terms, and thus eliminating current phone and paper based processes
  • Enable appointment scheduling to flow through multiple parts providers seamlessly to the end customer
  • Reduce manual data entry
  • Reduce phone calls
  • Reduce processing errors
  • Automate the scheduling process and facilitate document exchange and processing
  • Improved timeliness for scheduling of inspections and repairs
  • Improves the efficiency for customer contact and overall experience regarding their scheduling and repair needs
  • Improves the tracking of scheduled inspections, repairs, parts delivery, towing, and other services or products
  • Cost savings in manpower in all organizations
  • Establishes a base for future work in collision repair industries (e.g., Paintless Dent Repair companies (PDR), mechanical repair companies)

What Triggers the need for using Appointment Services?

Glass Company or Insurance Carrier request a Glass Inspection, Glass Repair, or Glass Replacement Appointment


Salvor or Insurance Carrier or Consolidator request a Tow Appointment


Insurance Carrier request Estimate Appointment


Insurance Carrier or Call Center request Repair Scheduling


Insurance Carrier or Repair Facility request Rental Car Scheduling


Requestor Cancels Appointment


Service Provider sends an Appointment reminder to the requestor 


Requestor sends inquiry (e.g. Request status of rental car delivery date)


Before using Appointment Services, please review implementation guides between business partners for security and privacy.


 Vehicle is damaged and needs a tow, glass inspection, glass repair, glass replacement, estimate, repair, or rental car.

View Workflows


The synchronous response message will be sent to the requestor and an appointment will be created, changed, cancelled.


Appointment Solutions Available in CIECA

Appointment Add

The Appointment Add Request message is to request an appointment slot.  This includes, but is not limited to, appointments for vehicle estimates, glass inspections and repairs, vehicle repairs, towing and rentals.

Appointment Inquiry

The Inquiry message is to request an appointment availability.  This includes, but is not limited to, appointments for vehicle estimates, glass inspections and repairs and replacement, vehicle repairs, towing and Rentals.

Appointment Cancel

The Appointment Cancel message is to provide the information for cancelling the inspection or repair appointment.  This includes vehicle damage estimate and repair, glass inspection and repair/replacement, tow, and rental appointments.  

Appointment Confirmation Add

The appointment confirmation message is to provide information as a status reminding the customer or service provider of the inspection or repair appointment.  This includes vehicle damage estimate and repair, a glass inspection and repair/replacement, tow, and rental appointments.  

Inspection Report

The inspection report add request message is to provide an inspection report.  This includes, but is not limited to, inspections for vehicle estimates, glass inspections and repairs and replacement, the vehicle repairs, towing and rentals.

Appointment Response and Inspection Report Response

The synchronous response to the appointment messages, to allow the requestor to know the message was received.