September 30, 2025
When your vehicle is damaged, either from a collision or wear and tear, finding a trustworthy repair shop is critical. But there’s a deeper challenge lurking in the industry - a clash between repair shops and insurance companies. For vehicle repair professionals, the battle often revolves around advocating for proper repairs while navigating the cost-cutting priorities of insurers.
In a recent discussion featuring Drew Klitschki of Gold Coast Auto Body, the conversation centered on how repair shops can stand their ground, educate consumers, and deliver quality service without succumbing to insurer pressure. This article provides actionable insights drawn from that discussion, aimed at empowering both vehicle owners and repair professionals to prioritize safety, quality, and transparency over shortcuts.
Insurance companies play a significant role in the vehicle repair process, but their primary objective is loss mitigation - a term that simply means minimizing expenses on claims. While insurers may market themselves with friendly mascots and slogans, their financial model hinges on reducing payouts. This can create tension between their goals and the mission of repair shops to deliver thorough, safe, and proper vehicle repairs.
According to Klitschki, insurers often view repair facilities as "cost centers" rather than professional service providers. This perception can lead to attempts to pressure shops into cutting corners or adhering to direct repair program (DRP) guidelines that may compromise the quality and safety of repairs.
While it might seem like insurance companies dictate the process, Drew Klitschki reminds repair shops and customers alike: repair facilities work for the vehicle owner, not the insurer.
Shops need to focus on building relationships with their customers, understanding their needs, and educating them about their options. Repair shops that prioritize customer advocacy over insurer demands can deliver safer, longer-lasting repairs - even if that means challenging the insurance company.
"Shops don’t need permission to do the right thing", Klitschki said. This mindset is pivotal for shops that want to set themselves apart in an industry burdened by cost-cutting pressures.
Direct repair programs (DRPs) are partnerships between insurers and repair shops, where shops agree to follow the insurer’s procedures in exchange for a steady stream of referrals. While this may sound like a win-win, the reality is far more complex.
DRPs often require repair shops to adhere to cost-cutting guidelines, which can lead to:
Klitschki explains that many shops join DRPs because they see it as an "easy button" for securing consistent business. However, this comes at the cost of truly building customer relationships. Repair facilities that operate independently have more freedom to provide quality repairs and advocate for the consumer’s best interests.
A recurring theme in the discussion is the importance of language when communicating with customers. Repair shops must focus on educating consumers about their rights and options, empowering them to make informed decisions.
Klitschki emphasizes the need for repair professionals to shift from focusing on quick estimates to truly engaging with customers. Repairers should take the time to explain:
This education process is not always easy, particularly when customers are emotional after an accident and just want their vehicles back quickly. However, building trust and rapport during this critical moment is essential.
"Salesmanship is all about mindset", Klitschki noted. By focusing on clear, empathetic communication, shops can guide consumers through what might otherwise be a confusing and frustrating process.
One crucial takeaway from the discussion is the distinction between being anti-insurer and being pro-consumer. Repair shops that take an adversarial stance against insurance companies risk alienating their customers, as most policyholders rely on insurers to cover repair costs.
Instead, repairers should focus on:
Klitschki described this approach as "closing the consumer", which means earning their trust and helping them feel confident in their repair decisions. When consumers see that the repair shop is advocating for their safety and satisfaction, they are more likely to value the service - even if it costs them more upfront.
Repair shops like Gold Coast Auto Body and others across the country have embraced a bold approach: prioritizing safe, proper repairs over insurer demands. However, the industry as a whole still faces significant challenges.
One issue is the lack of awareness among many shop owners about their state's laws and regulations governing insurers and repair facilities. Klitschki urges shops to educate themselves on relevant legislation and use it as a foundation for their business practices.
By standing together and advocating for higher industry standards, shops can shift the perception that they are merely cost centers. Instead, they can position themselves as trusted professionals who prioritize the safety and satisfaction of their customers.
For vehicle owners, choosing the right repair shop is about more than just convenience - it’s about ensuring your car is repaired safely and properly. On the flip side, for repair professionals, the conversation with insurers is evolving. By focusing on customer advocacy, education, and transparency, repair shops can rise above the pressures of cost-cutting and deliver on what matters most: quality, safety, and trust.
As Drew Klitschki put it, "Doing things right and doing the right thing aren’t the same - but they both matter." Whether you’re a shop owner or a vehicle owner, keeping this distinction in mind can make all the difference.
Source: "Insurance Isn’t the Enemy - But Here’s What You Need to Know" - Robert Grieve, YouTube, Aug 23, 2025 - https://www.youtube.com/watch?v=jjkdhtqlSTY
Use: Embedded for reference. Brief quotes used for commentary/review.