The purpose of this committee is to define business information passing between parties as it relates to the collision repair and related industries. We are asking for responses and feedback from the industry at-large relative to the work the committee has done so far, and to emphasize the importance of continued work in this area.
The first objective will be to develop a single focus of the committee’s scope, objectives and goals. It is evident that a framework has already begun that can drive future progress, and success will be dependent upon an expanded active participation.
Today, appointments for inspections, repairs, dispatch, rentals, and other activities relating to the repairs are accomplished without the electronic exchange of information to evaluate parties’ availability or capacity and schedule appointments.
The objective is to electronically exchange messages and schedule appointments with other parties, creating efficiencies in the process.
The emphasis is on improving customer service in the inspection and repair process being stressed by all segments of the industry.
CIECA’s Scheduling Committee’s goal is to develop messaging standards and codes aimed at automating scheduling activities. Standards will benefit insurers, independent appraisal services, repairers, tow facilities, car rental agencies, fleet companies, Salvors, and vehicle owners in expediting the scheduling of services.
All business needs will be identified to enable the scheduling of activities to move electronically between parties. Having standards enables the scheduling process to incorporate awareness of a business partners’ capacity.
Consumers demand a more convenient process when scheduling appointments, repairs, and related activities. Setting standards is the first step toward this goal.
Scope & Objectives
The Scheduling Committee will focus on the potential and process of:
- Determine the benefits to all industry segments.
- Provide industry definitions (including questions and answers) and process flows.
- Develop a standard format for data communications.
- Create a standard for a request of a business partner’s capacity and to schedule an inspection or appointment for a service to be completed.
- Improve the service to business partners and customers.
- Invite non-CIECA organizations and companies to join us in this development (e.g., Open Travel Alliance (OTA).
- To incorporate all potential business entities in the business processes
- To work with the group to respond to group goals and timelines
- To provide an open working relationship with the Committee within the antitrust guidelines.
- To coordinate all standards development with OTA
Industry Segments Affected
- Insurance Companies: Property and Casualty insurers who act on behalf of their policy holder, claimant and other interested parties to schedule and provide them with needed services.
- Glass Repair Companies: A company whose main business concern is providing vehicle and property glass repair to the public.
- Rental Car Companies: A company whose main business concern is providing rental vehicles to the public.
- Salvage Vendors/Salvors: Any entity responsible for the disposal of vehicles (e.g., total loss, theft-recovered vehicles, and donated vehicles) on behalf of a Salvage Provider (e.g., insurers, fleet companies, charities). This includes salvage pools, online auction companies, etc.
- Towing Consolidators: Any entity that uses one or more towing companies to provide towing services.
- Vehicle Owner & Self Insured Company: Any entity which owns the vehicle. This includes individual owners and self-insured companies such as rental companies, fleet companies, etc.
- Salvage Buyers: Any entity which purchases a salvage vehicle through a Salvage Vendor or directly from a Salvage Provider. (e.g., auto part recyclers/dismantlers, rebuilders, repair facilities, dealers, scrap buyers, private individuals)
- Information Providers: Any entity whose business includes any combination of doing business as a Software Provider and/or a Service Provider that develops and/or maintains applications and/or services related to inspections and/or repair services.
- 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.
- 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.
- 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.
- Data Recipients: Any entity which receives or utilizes inspection and repair scheduling related data.